Service Level Agreement

The following defined terms apply to this SLA.
“Actual Monthly Uptime Percentage” = (A-B+C)/A , where:

A = Total Monthly Time (means the total number of minutes in the applicable calendar month);
B = Unavailable Monthly Time (means the number of minutes in the applicable calendar month during which the service was available for use)
and
C = Excluded Monthly Times (defined below).

“Excluded Monthly Times” means any downtime caused by any of the following (i) occurs during Scheduled Downtime, (ii) factors outside of Zoidii’s reasonable control such as customer equipment, hardware, internet connection, or other technology failures (iii) results from any actions or inactions of Customer or any third party (iv) occurs during critical maintenance (maintenance that is necessary for purposes of maintaining the integrity or operation of the Services), regardless of the notice provided by Zoidii (vii) any failure of performance caused in whole or in part by Subscriber’s delay in performing, or failure to perform, any of its obligations under the Agreement (viii) periods of Unavailable Monthly Time that are less than five (5) minutes of continuous unavailability in duration (ix) any Force Majeure Event (collectively, the “Excluded Monthly Times”).

“Scheduled Downtime” means, with respect to any applicable Service, the total amount of time (measured in minutes) during an applicable calendar month when such Service is unavailable for the majority of Subscribers’ Account Users due to planned Service maintenance and updates. Scheduled downtime shall be on a Sunday between 02:00 and 04:00 Eastern Time and will generally result in a planned outage of the Service of less than one (1) minute.

Zoidii shall use commercially reasonable efforts to make the Service available 99.5% for each full calendar month during the Term, determined on a twenty-four(24) hours a day, seven (7) days a week basis (the “Service Standard”). Service availability for access and use by Subscriber(s) excludes unavailability when due to those events outlined in “Excluded Monthly Times” .
To the extent reasonably practicable, Zoidii shall give at least twenty four (24) hours prior electronic notice of Service maintenance events and schedule outside the business hours of 2:00 AM - 4:00 AM EST.

The Service will be provided twenty-four (24) hours per day, seven (7) days per week in accordance with the Service Levels set out below.
1. Automatic Updates: Automatic Updates to the Service shall occur periodically on a Saturday or Sunday between 02:00 and 04:00 Eastern Time and will result in a planned outage of the Service of less than 1 minute. When the update is pushed, users simply refresh their browsers. Upgrades vary from a few small improvements to the implementation of major new features or modules. Notification of Automatic Updates will not be provided to the Customer.

2. Planned Service Outages: Customer will be provided with no less than twenty-four (24) hours advanced notice for Planned Service Outages not inclusive of Automatic Updates. All Planned Service Outages shall occur between 19:00 and 24:00 Eastern Time. Customers will be provided with at least forty-eight (48) hours advanced notice for Planned Service Outages occurring outside of this timeframe.

3. Un-Planned Service Outages: When the Service Outage will exceed five (5) minutes, the Company will give as much prior notice as possible for the Un-Planned Service Outage including emergency or critical issues.

Customers may contact Company Technical Support and report an incident through email or phone call in English.
Email:- Support@zoidii.com

Phone:- 

• EMEA office: +353 1 211 8944
  
• North America: +1 647 846 4244
  
• Emergencies: +353 89 602 2587
  

Customer’s designated and named representatives (system administrators and account holders) additionally receive the ability to contact Company, Monday – Friday (excluding statutory holidays) between the hours of 4am and 10pm Eastern Time via the appropriate email and phone support contacts.

During Support Hours Company will provide applicable Customer’s with such technical support, up to a monthly time limit as described on the Company website, by telephone or email, to resolve Customer’s difficulties and queries using the Service, hereinafter referred to as the “Service Request”.

Every employee at Zoidii is part of the tech support organization including the CEO, developers, sales, and implementation. That way, everyone gets to see firsthand what the customer experiences. All technical support issues are logged in an internal tracking system which can be searched and mined by other employees as needed.

For clarity, Company Technical Support includes support for Customer issues such as Identifying and troubleshooting issues in the system, and responding to and addressing software bugs. Company Technical Support does not include, implementation and configuration of the Service, product training, integration support with third-party software or products, feature requests, reports customization for the Service, or any support in respect to incorrect use of the Service; or to the extent the relevant environment is not within Company’s control.

Zoidii will not be responsible for correcting an issue arising from any of the following:

1. Issues resulting from any modifications of the Service made by anyone other than Zoidii.
   
2. Issues resulting from the incorrect use of the Service; or to the extent the relevant environment is not within Zoidii’s control.
   
3. Issues resulting from any fault in the equipment or in any software used in conjunction with the Service (including Customer Service-Compatible Applications).
   

One of the key decisions made when a service incident is created is assigning the incident’s priority. The priority of an incident denotes the degree of damage the issue will cause to a user or business. Zoidii uses a system that groups service incidents into 4 severity levels based on the characteristics of the incident:

Company will work to resolve Service Requests on a ‘best-efforts’ basis at all times. In the event that Company does not provide a workaround or a correction in the allotted Technical Response Time for a Category 1 or 2 Service Request, Company will continue to work to correct the issue each day during the week for a Category 1 issue or during Support Hours for a Category 2 or 3 issue.

To resolve client Service Requests as quickly as possible, Company will use a three-level process based on the severity of the issue. Escalation up the technical support chain is Company’s responsibility and will be initiated only when a Service Request has NOT been resolved within the Technical Response Time.

Zoidii is invested in making sure incidents are properly communicated and resolved in appropriate timeframes for the customer. We have established internal timelines for the distribution of incident details. The timeline is based on the severity level of the incident and the service incident management stages.