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Service Level Agreement (SLA)
  • 23 May 2022
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Service Level Agreement (SLA)

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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.

1) Service Commitment

During the Term of the Agreement, the Software will be fully functional and internet accessible on a 24x7x365 basis, except for Scheduled Maintenance Periods and provide a Monthly Uptime Percentage to Customer of at least 99.9% excluding Scheduled Downtime (“Availability”).

2) Service Credit

Customer shall be entitled to a Service Credit as follows,

  • If Availability is at least 99.9%, no credit is awarded
  • If Availability is 95% to 99.89%, the Customer will receive service credit equal to 2% of the annual Subscription Fee for that month
  • If Availability is 91% to 94.9%, the Customer will receive service credit equal to 5% of the annual Subscription Fee for that month
  • If Availability is less than 90.9%, the Customer will receive service credit equal to 20.0% of the annual Subscription Fee for that month

3) Support Services

  • Whatfix shall provide 24*5 support on all business days with the help of the Support Team.
  • Any Support queries received on government holidays, Saturdays, and Sundays will be collected, however, due action shall be taken only on the next business day.
  • Support Channels: Customers can raise tickets using the following designated support channels,
    • Email address: [email protected]
    • Phone: +1 800-459-7098 4
    • Whatfix Support Management System for logging issues

4) Service Requests

Categorization of the issues raised is at the sole discretion of Whatfix and the issues are categorized as,

Issue CategoryDescription/Definition
Critical (P1)

Critical Product issue that severely impacts customers' use of the service. The situation halts customers' business operations and no procedural workaround exists.

  • Service is down or unavailable
  • Data corrupted or lost and must be restored from Backup
  • A critical documented feature/function is not available

Resolution for P1 issues: The customer shall have a dedicated Whatfix resource available to work on the issue on an ongoing basis.

Response Time: 2 business hours. Daily updates shall be provided until the time issue is not resolved.

Major (P2)

Major functionality is impacted or significant performance degradation is experienced. The situation is causing a high impact on portions of 


  • Customer’s business operations and no reasonable workaround exist.
  • Service is operational but highly degraded performance to the point of major impact on usage.

Important features of the Software as a Service offering are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.

Resolution for P2 Issues: Whatfix shall share the build plan for the resolution within 48 hours and Weekly updates till the issue is resolved.

Response Time: 6 business hours

Minor (P3)

Minor (P3)There is a partial, non-critical loss of use of the service with a medium-to-low impact on your business, but the Client’s business continues to function. A short-term workaround is available, but not scalable.

Resolution -Whatfix shall share the build plan for the resolution within 3 business days. The resolution shall be provided as per the internal process of Whatfix.

Response Time: 12 business Hours.

Cosmetic (P4)

Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation, or configuration; bug affecting a small number of users. An acceptable workaround is available. 

Resolution - As per the internal process of Whatfix. 

Response Time - 12 business hours.

Customization Requests

Any feature requested as part of customization for the Customer will be charged based on the complexity of the requirement and efforts required by Whatfix to implement the same as a feature. 

Whatfix keeps the sole right to waive off charges of developing the feature if the requested feature enhances the product capability.


Note
  • 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 a 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 where Whatfix notifies the Customer of periods of Downtime for scheduled maintenance at least 24 hours in advance of such Downtime. Whatfix will make commercially reasonable efforts to schedule maintenance during low traffic times. 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.



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