Whatfix Service Level Agreement (SLA)

This Service Level Agreement (SLA) supplements the Master SaaS Agreement (SaaS Agreement) or Whatfix Terms of Service (Terms), as applicable, and together such documents and others referenced in the Agreement form a binding agreement (the Agreement) between Whatfix and the Customer. Unless otherwise provided herein, this SLA is subject to the terms and the capitalized terms will have the meaning specified in the SaaS Agreement, as applicable.

The following describes the support services (Support Services) that Whatfix will provide to a Customer, as stated in the Order Form. If nothing is stated in the Order Form, Whatfix will provide Standard support to the extent the Customer has opted and paid for the subscription to the SaaS offering.

Service Level Commitment

During the term of the Agreement, the Software is fully functional and accessible 24x7x365, with the exception of scheduled maintenance periods. We commit to a Monthly Uptime Percentage of at least 99.9%. This commitment applies to the following specific services, which we track and report on our status page:

We measure availability individually for each service. The Monthly Uptime Percentage is calculated for each service, and the uptime for end-user experiences is the primary measure, unless otherwise stated.

Service Credits

Eligibility

To be eligible for a Service Credit for a failure to meet the Service Level Commitment, a customer must have been impacted by the downtime of a subscribed service. A customer submits a written request for a credit within 10 days after the end of the relevant calendar month, or the right to the credit is considered waived. The company’s monitoring and logging infrastructure is the sole source for determining eligibility for a credit. Service Credits do not apply to downtime caused by factors outside of our control, such as third-party service failures, customer misconfigurations, or internet service provider issues. They also do not apply to beta or early access features.

Issuance

If we confirm a failure to meet the Service Level Commitment for an impacted customer, we issue a Service Credit based on the Availability of the affected service for that month. We calculate the Service Credit as a percentage of the annual Subscription Fee for that month, as follows:

• If Availability is 95% to 99.89%, the Customer receives a credit equal to 2% of the annual Subscription Fee for that month.
• If Availability is 91% to 94.9%, the Customer receives a credit equal to 5% of the annual Subscription Fee for that month.
• If Availability is less than 90.9%, the Customer receives a credit equal to 20% of the annual Subscription Fee for that month.
• If Availability is at least 99.9%, no credit is awarded.

Exclusions

The Service Level Commitment and Service Credits do not cover:

• Scheduled maintenance periods.
• Issues arising from factors outside of our control, including third-party service failures, customer misconfigurations, or internet service provider issues.
• Beta or Early Access (EA) features.
• Issues where the customer was not impacted, such as a downtime of a service the customer has not subscribed to or is not actively using.

Transparency

We are committed to providing transparency regarding service uptime. The status page displays the uptime for each individual service and is also the source for all uptime reporting.

Support Services

• Whatfix Support Team shall provide support, as per support package opted for, on all business days, except for these Support Holidays.

• Any Support queries received on Support Holidays, Saturdays, and Sundays will be collected; however, due action shall be taken only on the next business day.

• Support Channels: Customer can raise tickets on any of the below designated support channels:

  • Email id: support@whatfix.com
  • Whatfix Support Management System Zendesk
  • Phone: +1 800-459-7098

• Issue Categorization and Service Requests - Categorization of the issues raised will be at the sole discretion of Whatfix and the issues will be categorized as:

• Service Packages / SKUs

• Definitions
  • Remote assistance will be provided in line with the above timescales dependent on the priority of the support request. Issues with severity P1 or P2 will be considered as GO LIVE blockers in case of go live scenario for a client.
  • Downtime means the Whatfix Platform is not available for use according to performance and monitoring data utilized by Whatfix at its sole discretion. Downtime does not include the period of time when the Whatfix Platform is not available as a result of Scheduled Downtime.
  • Monthly Uptime Percentage means the total number of minutes in a calendar month minus the total duration in minutes of Downtime in that month, divided by the total number of minutes in that month.
  • Scheduled Downtime means times when Whatfix notifies the Customer of periods of Downtime for scheduled maintenance. Whatfix will make commercially reasonable efforts to schedule maintenance during low traffic times, preferably during weekends. Customers shall be notified of Scheduled Downtime via email and/or notification from the support team, at least one calendar week in advance.
  • Service Credit means a percentage of the Fees for the calendar month in which the SLA is not met, to be credited against Customer’s future Fees if requested by Customer, in accordance with Section 2 above.
  • Workaround or Resolution plan means a feasible change in operating procedures whereby an end-user can avoid a possible impact without any material inconvenience.
  • Internal Support Process Flow: