Service Level Agreement

Skills Base Service Level Agreement (SLA)

1. Definitions:
   1. "Customer" refers to holders of a valid, paid Skills Base license that is current and not expired. Organizations holding unpaid, free, or expired Skills Base licenses are not covered under the definition of "Customer" and are excluded from this agreement.
   2. "Skills Base Support" means the business team within Skills Base that provides services to assist the Customer to resolve issues with the Services.
   3. "Incident" means an event or set of circumstances that result in a failure to meet a Service Level.
   4. "Skills Base" means the Skills Base web application owned and operated by Educrowd Pty Ltd.
   5. "Service Credit" is the percentage of the monthly service fees for the Services that is credited to the Customer for a Service Level not met, pursuant to this SLA.
   6. "Service Level" means the level of service Skills Base provides as specifically set forth in this agreement.
   7. "Downtime" is defined as any period of time when users are unable to access the Skills Base service. Downtime does not include the period of time when Skills Base is not available as a result of:
      • i) Scheduled Downtime,
      • ii) Acts or omissions of the Customer or Customer's agents,
      • iii) Factors resulting in Downtime that are caused by the Customer or Customer's agents,
      • iv) Temporary loss of some functionality.
   8. A "Maintenance Window" is defined as a period of time in which Skills Base may undertake maintenance of its services.
   9. "Scheduled Downtime" is defined as Downtime within pre-established Maintenance Windows. Scheduled Downtime is not considered Downtime for the purposes of this agreement.
   10. "Monthly Uptime" is the total number of minutes in a calendar month minus the total number of minutes of Downtime, expressed as a percentage of the total number of minutes in a calendar month.
   11. "Response Time" is the time it takes for Skills Base to respond to an incident or customer request.
   12. "Event" refers to a issue, incident or request that may require response and resolution by Skills Base.
2. Requirements
   1. Customers must hold a valid, paid Skills Base license that is current and not expired in order to qualify for and be part of this agreement.
   2. Customers holding s free license do not qualify to be part of this agreement.
   3. Customers must adhere to the Terms and Conditions in order to qualify for and be part of this agreement. 
3. SLA Exclusions
   1. This SLA and any applicable Service Levels do not apply to any performance or availability issues:
      1. That resulted from Customer's or third-party hardware or software'
      2. That resulted from actions or interactions of Customer or third parties;
      3. Caused by Customer's use of the Service after Skills Base advised the Customer to modify its use of the Service, if the Customer did not modify its us as advised;
      4. During Scheduled Downtime.
4. Service Credits
   1. Service Credits are the Customer's sole and exclusive financial remedy for any violation of this SLA.
   2. The service credits awarded shall not, under and circumstances, exceed the service fees that the customer has paid for the current license period.
   3. The amount and method of calculation of Service Credits is described below in connection with each Service Level description.
5. Service Levels
   1. Monthly Uptime
      1. Monthly Uptime is calculated by taking the total number of minutes in a calendar month minus the total number of minutes of Downtime impacting the Customer.
      2. Table 1.1 below provides uptime service levels.
   2. Target response times
      1. Target response and resolution times are provided for reference purposes and serve to provide a guide for the expected time it will take to respond to and to resolve specified Events.
      2. Table 1.2 below provides target response times.
   3. Target resolution times
      1. Target resolution times are provided for reference purposes and serve to provide a guide for the expected time it will take to resolve an issue related to a specific Event.
      2. Table 1.3 below provides target resolution times.
   4. Response and Resolution time criteria definitions
      1. Table 1.4 below defines the criteria used in the classification of Events.
6. Disaster Recovery (DR)
   1. Recovery Time Objective (RTO)
      1. The Recovery Time Objective is 6 hours from the disaster event.
   2. Recovery Point Objective (RPO)
      1. The Recovery Point Objective is a maximum of 24 hours from the disaster event.
7. Scheduled Maintenance Windows
   1. During scheduled Maintenance Windows Skills Base services may become unavailable for a period of time.
   2. A Standard Scheduled Maintenance Window applies universally from 12:00am UTC until 4:00am UTC every Monday.
   3. Additionally, a second Scheduled Maintenance Window applies only for customers who have selected to host their data in our Australian data center, from 6:00am UTC to 10:00am UTC every Wednesday.
   4. Downtime which occurs during a Maintenance Window is not factored or included in Monthly Uptime Service Level metrics or calculations. Any Service Level guarantees exclude downtime associated with defined Maintenance Windows.
   5. Scheduled Maintenance Windows are not an indication that maintenance will necessarily be performed or that services will be unavailable, however those windows will be used in cases where maintenance and/or downtime is required.
   6. Additional Maintenance Windows, or extensions to the standard Scheduled Maintenance Window, may be scheduled by way of announcement on the Skills Base website with at least 5 days’ notice being given.

      
      

Table 1.1 - Uptime Service Levels

Table 1.2 - Target response times

Table 1.3 - Target resolution times

Table 1.4 - Response and Resolution time criteria definitions

Table 1.5 - Disaster Recovery objectives