AUDIENSE SERVICE LEVEL AGREEMENT (SLA)
The Service Level Agreement (“SLA”) set out below is provided to you in accordance with the Services you have purchased as set out in an Order Form and/ or in our online Terms and Conditions, available at https://audiense.com/terms-of-use/.
The Services are subject to the Audiense Service Terms and Conditions or any other terms and conditions agreed to between you and us. Capitalised terms used but not defined in this SLA are defined elsewhere in your agreement with Audiense.
A. Live Support Process
Depending on the specific Services we provide to you, we offer live support for Customers and Free Users on business days during business hours. For the purposes of this SLA:
- A business day is any day that is not a Saturday, Sunday or an English or Spanish public holiday; and
- A business hour is any hour between 9:30am-5:30pm (UTC+0) on a business day.
For assistance with live support, you must write our support team at firstname.lastname@example.org. You must include a clearly written description of the problem you are facing. You must also include any steps that you can reasonably identify that would allow us to replicate the problem (a “valid support request”). Following receipt of a valid support request, we will log the problem and provide you with a ticket ID number to track progress on your support request.
Depending on the Services we provide to you, you may have a certain number of Key Admin Users who may contact our Account Managers directly by phone or email.
B. Response and Fix Times
We reserve the right to prioritise support requests depending on the severity of the issue identified and the impact on our Services to you and our entire customer base.
|Priority||Details of valid support request||Response time within Business Hours||Fix time|
|P1||Audiense Insights or Audiense Connect
• is unavailable;
• users are experiencing significant data loss; or
• data security is severely compromised.
|3 business hour||1 business day|
|P2||Audiense Insights or Audiense Connect
• has a major functionality that is severely impaired;
• is generally available and usable but a significant portion of either application is unavailable, unreliable or otherwise impacting users’ business operations.
|8 business hours||10 business days|
|P3||Audiense Insights or Audiense Connect is usable, but some features (not critical to users’ business operations) are unavailable.||12 business hours||22 business days|
|P4||Audiense Insights or Audiense Connect has a problem but it does not significantly limit the functionality or use||24 business hours||n/a|
C. Service Availability and Maintenance
|Service Name||Availability||How availability is measured|
|Audiense Insights||99% per calendar month||Access to reports|
|Audiense Connect||99% per calendar month||Access to Audiense Connect Home|
The availability calculation for any Services set out above excludes scheduled and emergency maintenance, downtime of third party communications networks or other third party suppliers, as well as any disruption that constitutes an event of Force Majeure. We may undertake emergency maintenance at anytime pursuant to an emergency.