Service Level Agreement
Last updated: March 6, 2022
IDmelon SLA During the term of your IDmelon license, the “End-user License Agreement”, the IDmelon web admin interface and web services will be operational and available to Customer at least 99.9% of the time in any calendar month (the “IDmelon SLA”). If IDmelon (“company”, “we”, “us”, or “our”) does not meet the IDmelon SLA, and if Customer (“you” or “your”) meets its obligations under this IDmelon SLA, Customer will be eligible to receive the Service Credits described below. This IDmelon SLA states Customer’s sole and exclusive remedy for any failure by IDmelon to meet the IDmelon SLA. Unless otherwise provided herein, this SLA is subject to the terms of the End-user License Agreement. IDmelon reserves the right to change from time to time. We will alert you about any changes by updating the “Last updated” date of this SLA, and you waive any right to receive specific notice of each such change. Please, ensure that you check the applicable terms every time you use our Services so that you understand which terms apply. You will be subject to, and will be deemed to have been made aware of and to have accepted, the changes in any revised SLA by your continued use of the Service after the date such revised SLA is posted.
Definitions and Terms
“Downtime” means any period of time when there is more than a five percent user error rate across all of a Customer’s users, in which the users are unable to login to their panel or end-users are unable to use the IDmelon application as at least ten valid authentication requests are issued. Intermittent Downtime for a period of less than five minutes will not be counted towards any Downtime periods.
“Scheduled Downtime” It means periods of scheduled unavailability of the IDmelon system and user authentication service, in order to perform routine service maintenance, upgrades, and testing. IDmelon will notify Customer via electronic mail of Scheduled Downtime and anticipated impact to user authentication service specific functionality not less than thirty (30) hours in advance of the planned downtime window. Scheduled Downtime will not exceed four (4) hours in any single calendar week.
“Incident” means (i) any single event, or (ii) any set of events, that result in Downtime.
“Service” means the IDmelon passwordless authentication service.
“Monthly Uptime Percentage” means total number of minutes in a calendar month minus the number of minutes of Downtime suffered in a calendar month, divided by the total number of minutes in a calendar month.
IDmelon shall maintain Monthly Uptime Percentage of no less than 99.99%.
“Severity Level” means that IDmelon shall respond to Customers’ support requests and Resolve errors in accordance with the applicable Severity Level, Response Time, and Resolution Time set forth in the Severity Level table below. “Response Time” will be measured from the time IDmelon receives a support request until IDmelon has responded to that support request. “Resolution Time” will be measured from the time IDmelon receives a support request until IDmelon has Resolved that support request. “Resolve“, “Resolved“, “Resolution” and correlative capitalized terms mean that IDmelon has addressed the Error, whether by a work-around or any other reasonable means, that prompted that support request.
Severity Level Table:
|Severity Level||Definition||Response Time||Resolution Time|
|1||The error results in complete interruption of system that impacts all users and no viable workaround exists. Customer must call IDmelon at +1 604-783-2267 to report a Severity Level 1 error.||IDmelon shall acknowledge receipt within one (1) hour of Customer’s submission of a support request. IDmelon shall provide hourly updates via email.||IDmelon shall Resolve the support request as soon as practicable and no later than twenty four (24) hours after IDmelon’s receipt of the support request.|
|2||The error has a (i) severe impact on performance, important services/components are not functioning, or a subset of users cannot access necessary functionality in system; or (ii) critical business impact and deployment is delayed with a hard deadline approaching.||IDmelon shall acknowledge receipt within two (2) hours of Customer’s submission of a support request. IDmelon and Customer will mutually agree on a schedule for ongoing updates.||IDmelon shall Resolve the Support Request as soon as practicable and no later than forty eight (48) hours after IDmelon’s receipt of the support request.|
|3||The error has a low impact on a small number of users.||IDmelon shall acknowledge receipt within one (1) business day of Customer’s submission of a support request. IDmelon will provide ongoing updates every five (5) days.||IDmelon shall Resolve the support request as soon as practicable and no later than ten (10) days after IDmelon’s receipt of the support request.|
|4||Customer is letting IDmelon know about a minor problem or enhancement request for which feedback is not required.||IDmelon shall acknowledge receipt within three (3) business days of Customer’s submission of a support request.||Not applicable.|
“SLA Exclusions“. This SLA and any applicable Service Levels do not apply to any performance or availability issues:
- Due to factors outside our reasonable control (for example, natural disaster, war, acts of terrorism, riots, government action, or a network or device failure external to our data centers, including at your site or between your site and our data center);
- That result from the use of services, hardware, or software not provided by us, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or services;
- Caused by your use of a Service after we advised you to modify your use of the Service, if you did not modify your use as advised;
- During or with respect to preview, pre-release, beta or trial versions of a Service, feature or software (as determined by us) or to purchases made using IDmelon subscription credits;
- That result from your unauthorized action or lack of action when required, or from your employees, agents, contractors, or vendors, or anyone gaining access to our network by means of your passwords or equipment, or otherwise resulting from your failure to follow appropriate security practices;
- That result from your failure to adhere to any required configurations, use supported platforms, follow any policies for acceptable use, or your use of the Service in a manner inconsistent with the features and functionality of the Service (for example, attempts to perform operations that are not supported) or inconsistent with our published guidance;
- That result from faulty input, instructions, or arguments (for example, requests to access files that do not exist);
- That result from your attempts to perform operations that exceed prescribed quotas or that resulted from our throttling of suspected abusive behavior; or
- For licenses reserved, but not paid for, at the time of the Incident.