* The online version of this document is provided for convenience. If executed Service Level Agreement differs from this document, executed Service Level Agreement supersedes this document.
This Plurilock Service Level Agreement (this “SLA”) is a policy governing the use of the Included Services (listed below) and applies separately to each account using the Included Services. In the event of a conflict between the terms of this SLA and the terms of the Plurilock subscription agreement or other agreement with Plurilock governing your use of our Services (the “Agreement”), the terms and conditions of this SLA apply, but only to the extent of such conflict. Capitalized terms used herein but not defined herein shall have the meanings set forth in the Agreement.
Covered Services
- Plurilock ADAPT
- Plurilock DEFEND Cloud
General Service Commitment
Plurilock will use commercially reasonable efforts to make the Included Services each available with a Yearly Uptime Percentage of at least 99.5%.
Plurilock SLA Exclusions
The Service Commitment do not apply to any unavailability, suspension or termination an Included Service, or any other Included Service performance issues: (i) caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of the applicable Included Service; (ii) that result from any actions or inactions of you or any third party, including failure to follow diagnosis and recovery procedures; (iii) that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control); or (iv) arising from our suspension or termination of your right to use the applicable Included Service in accordance with the Agreement (collectively, the “Plurilock SLA Exclusions”); or (v) that result from maintenance activity during a scheduled Maintenance Window; or (vi) that result from utilization of Plurilock services or Plurilock software other than the most recent released version.
Plurilock reserves the right to limit API rates, concurrent connections, connections per second, or other metrics should the client’s use of the platform materially affect its performance to the detriment of other Plurilock clients.
Fault Reports
Plurilock will be considered to have been informed of a fault when Plurilock has actually received a fault report by e-mail or telephone.
Remedy of Faults
If a serious fault is reported, Plurilock will first provide advice about how to work around the fault. If there are no work arounds for a fault, then the fault will be corrected. Less serious faults will be corrected in a subsequent Service software release.
Reports and request received outside of the service hours, as defined by the fault classification, will be timed based on the start of the next service period. Canadian Federal Statutory Holidays are considered After Hours. All times Pacific Time.
Response Times
| Fault Classification | Acknowledgement/Response | Affected | Description of Issue | Target Resolution Time |
| High | Acknowledgement in 30 minutes. Update every 2 hours until resolved. 8am to 6pm Monday to Friday. | All subscriber services | Plurilock service fails to respond. Plurilock service always gives error response. Subscriber is prevented from using subscriber’s service due to a fault in Plurilock service. | As quickly as possible. Target 2 hours. |
| High After Hours | Acknowledgement in 2 hours. Update every 2 hours until resolved. 6pm to 8am Monday to Thursday, 6pm Friday to 8am Monday | All subscriber services | Plurilock service fails to respond. Plurilock service always gives error response. Subscriber is prevented from using subscriber’s service due to a fault in Plurilock service. | As quickly as possible. Target 2 hours |
| Medium | Acknowledgment in 2 hours. Update twice per day until resolved. 8am to 6pm M-F | Some portion of subscriber services | Subset of Plurilock service fails to respond. Subset of Plurilock service always gives error response. Subscriber is prevented from using a subset of subscriber’s service due to a fault in Plurilock service. | Target 1 business day. |
| Low | Acknowledgment in 4 hours. 8am to 6pm M-F | Troubleshooting minor issues, general technical support, implementation advice. | Target less than 10 business days. | |
| After Hours (weekdays from 5pm to 8am, and weekends) | Acknowledgment in 8 hours. Update governed by ticket classification. | Governed by ticket classification |
Definitions
- “Yearly Uptime Percentage” is calculated by subtracting from 100% the percentage of minutes during the year in which any of the Included Services, as applicable, was in the state of Unavailability. Yearly Uptime Percentage measurements exclude Unavailability resulting directly or indirectly from any Plurilock SLA Exclusion.
- “Maintenance Window” is a time period previously reserved for maintenance work on Plurilock system and services with could have the effect of making Plurilock services unavailable. The account holder should expect Plurilock services to be unavailable or at reduced capacity during the time period. Each maintenance window will be pre-announced at least 48 hours in advance.
- “Unavailable” and “Unavailability” mean: in the presence of valid input and sufficient network connectivity: service fails to respond; service always gives error response; Subscriber is prevented from using subscriber’s service due to a fault in Plurilock service.
