SuccessKPI Service Level Agreement

Exhibit A: Service Level Agreement

SuccessKPI provides Service Level Agreements (SLAs) to our Enterprise customers purchasing premium or elite support.

These SLAs include the following:

1. Uptime SLA
2. Incident Response and Resolution SLA

 

1. Uptime SLA. Success KPI operates a high availability architecture capable of failover within multiple AWS recovery zones and failover across multiple Amazon regions. We operate a Business Continuity Plan which is tested quarterly. As a reporting platform we provide an important but not a “minute to minute” essential platform.
   • SuccessKPI provides a 99.9% uptime SLA measured monthly on a 24×7 basis. Security is our primary objective based on the data we manage. SuccessKPI provides a Software as a Service platform that is in use across multiple time zones and targets high availability for all of our customers. We measure uptime on an availability basis based on system uptime using third party uptime tools. We provide reporting to our customers on demand.
   • Continuous Monitoring: SuccessKPI continuously monitors our platform for uptime and responds immediately to any issues irrespective of client reports. Credits: This section identifies the credits for non-performance and over performance as appropriate and is the sole remedy for any outages experienced by the Customer.
   • SLA Standard: We will make the platform available 24 hours a day, 7 days a week, and use commercially reasonable best efforts to provide 99.9% or better uptime, except for
     1. Scheduled Downtime,
     2. Outages caused by third parties including our CCaaS partners,

• Outages caused by networks, access points and the Internet

1. Customer related downtime.
2. Requests: If the platform is unavailable in any given calendar month, the Customer may request a credit within fifteen days of the end of that current month via support@successkpi.com.
3. Credit Calculation: The credits will be calculated as follows: one (1) minus the amount of downtime in a month divided by the total minutes of possible availability in that month. As an example, for 10 minutes of downtime in a 30 day month the calculation would be as follows: 1 – (10 mins)/(30 days x 24 hour x 60 Minutes = 1 – (10/43,200) = 99.977%.
4. Repeated Outages: If SuccessKPI misses the uptime threshold three times within any calendar year, then the Customer may request an in-person meeting of the Director of Operations of SuccessKPI and a corrective action plan. Failure to meet this plan may result in further penalties up to and including termination of the agreement.