Service Level Agreement (SLA) for DataQG Community & Enablement Platform 

  1. Service Overview:
  • 1.1 DataQG INC, hereinafter referred to as “Company,” offers DataQG Community and Enablement Platform to the Customer.
  • 1.2 The platform includes but is not limited to community forums, educational content management, user management, and other related features.
  1. Availability:
  • 2.1 The Company guarantees a 99.0% uptime for the platform, excluding scheduled maintenance.
  • 2.2 Scheduled maintenance will be communicated to the Customer at least 48 hours in advance, and will generally be conducted during off-peak hours. 
  1. Support:
  • 3.1 DataQG provides customer support through email (support@dataqg.com) and a dedicated support portal.
  • 3.2 Response times:
    • Critical Issues: Within 1 hour
    • High Priority Issues: Within 3 hours
    • Medium Priority Issues: Within 24 hours
    • Low Priority Issues: Within 48 hours
  • 3.3 Support includes assistance with platform-related queries, bug fixes, and guidance on platform usage.
  • 3.4 Content and education support will be handled through the content upload portal and all requests will have a response time of within 24-48 hours
  1. Security:
  • 4.1 DataQG will implement industry-standard security measures to protect the platform and user data.
  • 4.2 DataQG will promptly address and rectify any security vulnerabilities identified.
  1. Data Backup:
  • 5.1 Daily backups are scheduled on the platform, with the option to activate hourly backups upon customer request.
  • 5.2 Disaster Recovery options are available upon customer request 
  • 5.3 Backups will be retained for a minimum of 30 days.
  1. Updates and Enhancements:
  • 6.1 DataQG will provide regular updates and enhancements to the platform.
  • 6.2 Major updates will be communicated to the Customer at least two weeks in advance.
  1. User Training:
  • 7.1 DataQG will provide initial training for platform administrators and end-users as stated in the agreement contract and quote
  • 7.2 Additional training sessions can be requested by the Customer at an agreed-upon cost.
  1. Customization:
  • 8.1 DataQG will work with the Customer to implement custom branding and features as outlined in the initial agreement.
  • 8.2 Customization requests will be assessed for feasibility and timeline, with a separate agreement for any associated costs.
  •  
  1. Downtime
  • 9.1 Downtime is the overall number of minutes the DataQG Community and Enablement Platform is down in a calendar month (30 days). 
  • 9.2 Downtime excludes the following:
    •  Slowness or other performance issues with individual features (link expansions, search functions, file uploads, media, audio, page load time.);
    • External network or equipment problems outside of our reasonable control, such as bad routing tables between your internet service provider (ISP) and our server.
    • Issues with Cloud Provider GCP (Google Cloud Platform) that are out of our control
    • Scheduled downtime for maintenance (48 hour notice) 
  • 9.3. Client may report “downtime” and request a service credit
  1. Service Credits

Service credits:

  • Are not refunds;
  • Are only eligible for future payments or subscriptions 
  • Can’t be exchanged for cash 
  • Are capped at a maximum of 30 days of paid subscription 
  • Require you to have paid any outstanding invoices; and
  • Expire upon the termination of your customer contract.

Service credits will be calculated as a percentage of the monthly service fee based on the total downtime experienced in a calendar month, excluding the aforementioned exceptions. The following table outlines the credit percentages:

Downtime Percentage

  • 1%-1.99%: 5% Service Credit
  • 2%-3%: 15% Service Credit
  • 3%- Greater: 20% Service Credit

Claim Process: 

To claim service credits, the Customer must submit a written request to support@dataqg.com within 15 calendar days after the end of the month in question.

The request should include the Company name, User ID, and a detailed description of the downtime experienced.

Dispute Resolution:

In the event of a dispute regarding service credits, the parties will attempt to resolve the issue in good faith. If a resolution cannot be reached, the dispute will be governed by the terms outlined in the main agreement.

 

  1. Termination:
  • 11.1 Either party may terminate this agreement with 30 days written notice.
  • 11.2 Termination due to a breach of the agreement by either party will be subject to the terms outlined in the contract.
  1. Confidentiality:
  • 12.1 Both parties agree to maintain the confidentiality of any proprietary or sensitive information shared during the course of this agreement.
  1. Governing Law:

13.1 This SLA shall be governed by and construed in accordance with the laws of the jurisdiction stated in the main agreement.