MailSafi Email Hosting and Collaboration Service Level Agreement
1. General Performance Standards:
Beginning from the Execution Date, the Company shall use best efforts to ensure that its proprietary email service (“M@ilSafi”) operates at levels of the service levels outlined in this service level agreement (SLA) .
1.1. Defined Terms
All defined terms used in this SLA and not defined in this SLA, shall have the meaning ascribed to it in the Terms and Conditions on M@ilSafi website.
1.2. Applicable Service Levels
During the Term of the Agreement, the Company shall provide a 99.8% Monthly Uptime (defined below) of the services to the Client.
While the Company shall make best efforts to rectify all the issues in M@ilSafi Email & Collaboration, the SLA commitments made under this SLA shall not be applicable to issues caused by:
1.3.1. the Client using M@ilSafi in a way that is not recommended by the Company.
1.3.2. the Client and/or User making unauthorized changes to the configuration or set-up of M@ilSafi Email & Collaboration
1.3.3. Clients not using the latest version of M@ilSafi Email & Collaboration.
1.3.4. Unsupported equipment, software, or other services.
1.3.5. Any reason which is beyond the control of the Company.
1.3.6. Hardware, software or services provided to Company by third party providers.
1.3.8. Network problems external to the Company’s systems which are beyond the control of the Company.
1.3.9. "Scheduled Downtime" to complete maintenance of the Company systems.
1.3.10. Force Majeure conditions.
1.3.11. Targeted attacks on M@ilSafi Email & Collaboration by anyone.
1.3.12. Distributed Denial of Service attack originating from any server.
1.3.13. A sudden burst of requests (at least 5x greater than previously known volume for the time window) not in line with the previously known traffic patterns.
1.3.14. Violation of fair or projected usage patterns by clients.
Monthly uptime shall be the percentage of total possible minutes for which M@ilSafi Email & Collaboration was available to the Client (“Monthly Uptime”). Monthly Uptime shall be calculated by subtracting the number of downtime minutes from the total possible minutes in a given month.
1.5. Service Credits
In the event the Company fails to provide the Client the Monthly Uptime guaranteed herein above, upon a claim by the Client within thirty days of the relevant month end, the Company shall refund to the Client
1.5.1. 10% of the total invoice charges for the affected month if the Monthly Uptime percentage for any calendar month is between 98.0% and 99%; or
1.5.2. 25% of the total invoice charges for the affected month if the Monthly Uptime percentage for any calendar month is between 95.0% and 98.0%; or
1.5.3. 50% of the total invoice charges for the affected month if the Monthly Uptime percentage for any calendar month is less than 90.0%
2. M@ilSafi Support Response and Resolution Time SLA
M@ilSafi Support Response and Resolution Time SLA (the “Support Terms”) describes our current support policies for the Services.
Subject to Client’s payment of the applicable Subscription Fees and Client’s compliance with the Agreement, M@ilSafi will provide the following Support Services with respect to the priorities:
2.1. Support Commitment
“Priority 1” (“P1”) – A P1 is a production Incident within the Service that severely impacts the Client’s service, causing the client not to receive/send email, or because of which Client’s domain email is completely down or not functioning.
“Priority 2” (“P2”) – A P2 is a major Incident within the Service where the Client’s email service is functioning but in a reduced capacity, or the Incident is causing significant impact to portions of the Client’s business operations and productivity.
“Priority 3” (“P3”) – A P3 is a medium-to-low impact Incident that affects certain partial and/or non-critical functions of a Client’s Service, or that impairs some operations but allows Client’s operations to continue to function. Incidents for which there is limited or no loss or functionality or impact to Client’s operation and for which there is an easy workaround qualify as P3.
“Priority 4” (“P4”) – A P4 is a general usage question or issue that may be minor or cosmetic in nature or documentation related, and may include issues M@ilSafi deems to be improvement requests, but the Service works without interruption.
2.2. Client Obligations
Client shall provide commercially reasonable cooperation and full information to M@ilSafi with respect to the furnishing of Support Services. Clients shall designate one or more support contacts that are authorized to engage Support Services.
2.3. M@ilSafi Obligations
M@ilSafi will use commercially reasonable efforts to respond to Incidents as set forth below in the INCIDENT PRIORITIES AND INITIAL RESPONSE TIMES table to the extent such Incidents are not the result of Excluded Services, all as reasonably determined by M@ilSafi :
2.4. Incident Priorities & Initial Response Times
|Incident Priority||Support Availability||Initial Response Time||Resolution Time|
|Priority 1||24 hrs X 7 days a week||15 mins||Within 1 hour|
|Priority 2||24 hrs X 7 days a week||1 hours||Within 4 hours|
|Priority 3||Local business hours(8am to 5:00pm)||4 hours||Within 12-24 hours|
|Priority 4||Local business hours(8am to 5:00pm)||8 hours||Within 24-48 hours|
For urgent or critical matters, please follow our escalation Matrix:
2. Level 2: Call on our Support - Tel: +254-728-999222
3. Level 3: Call your Account Manager
4. Level 4: Call Product Manager - Tel: +254-743-666237
3. Escalation Matrix
|Level||P4 tickets||P3 tickets||P2 tickets||P1 tickets|
|Level 1||Chat online on our page or email support with a description of the issue.||Chat online on our page or email support with a description of the issue.||Chat online on our page or email support with a description of the issue.||Chat online on our page or email support with a description of the issue.|
|> 1 hour||> 30 min||> 15 min||> 15 min|
|Level 2||Call +254 728 999 222||Call +254 728 999 222||Call +254 728 999 222||Call +254 728 999 222|
|> 12 hours||> 4 hours||> 2 hours||> 1 hours|
|Level 3||Call Account Manager||Call Account Manager||Call Account Manager||Call Account Manager|
|> 12 hours||> 4 hours||> 2 hours||> 1 hours|
|Level 4||Call Cloud Solutions Manager - Tel +254 743 666 237||Call Cloud Solutions Manager - Tel +254 743 666 237||Call Cloud Solutions Manager - Tel +254 743 666 237||Call Cloud Solutions Manager - Tel +254 743 666 237|
|> 36 hours||> 12 hours||> 4 hours||> 4 hours|
M@ilSafi may modify these Terms at any time in its sole discretion, by posting a revised version at MailSafi Email Hosting SLA.