DOit ERP commits to provide 99.5% uptime with respect to the Customer’s Service during each calendar quarter of the Term, excluding regularly scheduled maintenance times.
If in any calendar quarter this uptime commitment is not met by DOit ERP and Customer was negatively impacted (i.e., attempted to log into or access the Service and failed due to the unscheduled downtime of the Service), DOit ERP shall provide, as the sole and exclusive remedy, a service credit equal to 25% of a month’s fee for the use of the Service.
Scheduled and Unscheduled Maintenance
Regularly scheduled maintenance time does not count as downtime. Maintenance time is regularly scheduled at least two full business days in advance of the maintenance time. Scheduled maintenance if informed via “in-app” support channel at time of log in. Regularly scheduled maintenance time typically is communicated at least a week in advance, scheduled to occur at night on the weekend, and takes less than 10-15 hours each quarter. DOit ERP hereby provides notice that:
- Every Saturday and Sunday night 10:00pm – 11:50pm Eastern Time (EST) is reserved for routine scheduled maintenance for use as needed;
- Every morning 1:00am – 6:00am Eastern Time (EST) is reserved for routine scheduled maintenance for use as needed;
- Any time, with a two hours advance notice, a new version may be released containing new features or for bug fixes.
DOit ERP in its sole discretion may take the Service down for unscheduled maintenance and in that event will attempt to notify customer in advance in accordance with the Notice section set forth below. Such unscheduled maintenance will be counted against the uptime guarantee.
In order to receive a credit under this service level commitment, Customer must request it simply by emailing DOit ERP at firstname.lastname@example.org, within five days of the end of the applicable quarter. If Customer submits a credit request and does not receive a response indicating that the request was received, Customer must resubmit the request because the submission was not properly received and will not result in a credit. Customers who are past due or in default with respect to any payment or any material contractual obligations to DOit ERP are not eligible for any credit under this Service Level Commitment. The service credit is valid for up to two years from the quarter for which the credit was issued. DOit ERP shall calculate any service level downtime using DOit ERP’s system logs and other records.
This Service Level Commitment may be amended by DOit ERP in its discretion but only after providing thirty days advance notice. Notices will be sufficient if provided to a user designated as an administrator of your DOit ERP account either: (a) as a note on the screen presented immediately after completion of the log in authentication credentials at the log in screen, or (b) by email to the registered email address provided for the administrator(s) for Customer’s account.
UNEXPECTED DOWNTIME DURING BUSINESS HOURS
Although DOit ERP is committed to keeping your business running as smoothly as possible, any interruptions of service should be immediately reported via online support provided on the “Don’t Panic Screen”.
SUPPORT RESPONSE TIME
DOit ERP will use its best efforts to promptly log, research and resolve Errors in the Licensed Product by providing a reasonable workaround, installing an Update or creating a specific action plan for resolution. Once an Error has been identified by either the user or DOit ERP, the issue will classified in accordance with the Deviation Description and attendant priority set forth in the table below. DOit ERP will use reasonable commercial efforts to respond to and resolve the Error and to communicate with Licensee about the Error, via telephone and email, according to the progress update scheduled below: