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Service Level Agreement

Skills Base Service Level Agreement (SLA)

  1. Definitions:
    1. "Customer" refers to the organization that hold 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 Pty Ltd 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 Skills Base 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 standards Skills Base Pty Ltd adheres to and by which is measures the level of service it 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. "Scheduled Downtime" is defined as Downtime within pre-established maintenance windows. Scheduled Downtime is not considered Downtime for the purposes of this agreement.
      1. "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.
    9. "Response Time" is the time it takes for Skills Base Pty Ltd to respond to an incident or customer request.
    10. "Event" refers to a issue, incident or request that may require response and resolution by Skills Base Pty Ltd.
  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 the free license do not qualify to be part of this agreement.
    3. Customers must adhere to the Skills Base Terms and Conditions in order to qualify for and be part of this agreement. The Skills Base Terms and Conditions are available at the following location: Terms and Conditions
  3. SLA Exclusions
    1. This SLA and any applicable Service Levels do not apply to any performance or availability issues:
      1. Due to factors outside of Skill Base Pty Ltd's reasonable control;
      2. That resulted from Customer's or third-party hardware or software'
      3. That resulted from actions or interactions of Customer or third parties;
      4. Caused by Customer's use of the Service after Skills Base Pty Ltd advised the Customer to modify its use of the Service, if the Customer did not modify its us as advised;
      5. 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. Standard Scheduled Maintenance Windows apply weekly on Saturdays and Sundays from 2:00am UTC to 5:00am UTC.
    2. During Scheduled Maintenance Windows services may become unavailable, but not for a period longer than 15 consecutive minutes, and not for longer than 30 minutes in aggregate.
    3. 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 is required on a given week.
    4. Additional Maintenance Windows, or extensions to the standard Scheduled Maintenance Window, may be scheduled by way of announcement on the Skills Base Blog with at least 5 days notice being given.


Table 1.1 - Uptime Service Levels

Monthly Uptime Percentage Service Credit
< 99.9% 10%
< 98% 25%
< 96% 50%
< 94% 100%


Table 1.2 - Target response times

Urgency
3 (Low) 2 (Medium) 1 (High)
Impact 3 (Low) 2 Days 1 Day 12 hours
2 (Medium) 1 Day 12 hours 6 hours
1 (High) 12 hours 6 hours < 1 hour


Table 1.3 - Target resolution times

Urgency
3 (Low) 2 (Medium) 1 (High)
Impact 3 (Low) 60 Days 30 Days 5 Days
2 (Medium) 30 Days 5 Days 12 hours
1 (High) 7 Days 12 hours <1 Hour


Table 1.4 - Response and Resolution time criteria definitions

Score Impact Urgency
1 The event impacts all Skills Base customers The event causes Skills Base to be unavailable and there is no suitable workaround available
2 The event impacts multiple users The event results in important functionality being unavailable
3 The event impacts minimal users The event prevents some functionality from being used


Table 1.5 - Disaster Recovery objectives

Objective Time
Recovery Time 6 hours
Recovery Point 24 hours (maximum)