Policies, Statements and Terms

Service Level Statement

v1.1

Effective as of: 24/08/2024

This Service Level Statement (the "Statement") is incorporated into the Agreement between Dovetailed Technology Ltd ("Dovetech") and the Customer. It outlines the service performance standards and Customer responsibilities.

1. Definitions

1.1 Service Availability
The percentage of time, calculated monthly, that the Customer can access the features and functionalities of the service under normal operating conditions.

1.2 Planned Maintenance
Pre-scheduled periods where the service may be unavailable due to maintenance activities. Customers will be notified in advance.

1.3 Unplanned Outage
Any period, not accounted for by Planned Maintenance, during which the service is unavailable. This does not include downtime due to factors outside Dovetech's control.

1.4 Availability Rate
This is the ratio, expressed as a percentage, of the time the service is available to the Customer over the total time in a month.

  • Availability Rate Calculation

    To calculate the Availability Rate, use the following formula:

    Availability Rate = [(Total Monthly Time - Unplanned Outage) / Total Monthly Time] * 100

    Where:

    • Total Monthly Time is the total number of minutes in a month.

    • Unplanned Outage is the total number of minutes the service was unavailable due to unplanned outages.

    Example:

    If there are 43,200 total minutes in a 30-day month, and the service was unavailable for 120 minutes due to unplanned outages, the Availability Rate would be:

    Availability Rate = [(43,200 - 120) / 43,200] * 100 = 99.72%

2. Service Performance

2.1 Availability Goal
Dovetech commits to ensuring the service is available 99.0% of the time each month ("Target Availability"). Unplanned Outages caused by issues beyond Dovetech's control, including non-compliance by the Customer, will not affect this metric.

2.2 Support and Response Times
Customers can report service issues via email at support@dovetech.com. Dovetech categorizes issues as follows:

  • Critical: Complete service outage affecting all users.

    • Initial Response Time: 4 hours

    • Resolution Time: 1 working day

  • High: Major functionality impacted, with significant user disruption.

    • Initial Response Time: 8 hours

    • Resolution Time: 1 working day

  • Medium: Partial service disruption or degraded performance.

    • Initial Response Time: 1 working day

    • Resolution Time: Within 5 working days

  • Low: Minor issues with little to no impact on service.

    • Initial Response Time: 1 working day

    • Resolution Time: Within 5 working days

Dovetech will provide updates regularly until the issue is resolved.

3. Monitoring and Reporting

3.1 Continuous Monitoring
Dovetech continuously monitors the service to ensure adherence to Availability Goals. Performance data is reviewed monthly.

3.2 Performance Reporting
Quarterly reports detailing service performance and any outages will be provided upon request. Customers must notify Dovetech within five (5) days if they dispute any report data.

4. Customer Responsibilities

4.1 System Requirements
The Customer must ensure that their systems meet the minimum specifications required to access and use the service effectively.

4.2 System Maintenance
The Customer is responsible for maintaining their own network, servers, and any related systems. They must also ensure their systems are configured according to Dovetech’s specifications.

4.3 Reporting Issues
Customers must promptly report any service outages or disruptions. The outage period is calculated from the time Dovetech is notified or becomes aware of the issue.

4.4 Service Suspension
Dovetech reserves the right to temporarily suspend access to the service if the Customer's actions compromise the security, integrity, or availability of the service. In severe cases, Dovetech may terminate the Agreement immediately.

5. Remedies

In the event of Unplanned Outages, Dovetech will work diligently to restore service. Should Dovetech fail to meet the Target Availability, the Customer may be eligible for service credits, which will be applied to the next billing cycle. The maximum credit available is equivalent to one month’s service fee.

Service credits are issued as follows:

  • System Availability < 99.0%: 2.5% credit

  • System Availability < 98.0%: 5.0% credit

  • System Availability < 97.0%: 7.5% credit

  • System Availability < 96.0%: 10% credit

  • System Availability < 95.0%: 20% credit

  • System Availability < 94.0%: 30% credit

These credits will be applied to the Customer’s account and deducted from the fees payable for the following billing period. The maximum credit available is capped at 30% of the monthly service fee for any month where the system availability falls below 94.0%.