Sparkcentral Standard Service Level Agreement

Support is provided by the Sparkcentral Customer Support Team (“CST”). Support encompasses technical troubleshooting, functional expertise and instruction on the configuration and use of Sparkcentral products, and general customer service. The terms of the Service Level Agreement (“SLA”) are as follows:

SERVICE AVAILABILITY

The Subscription Services will be available 99.9% of the time, measured monthly, excluding downtime resulting from the following, referred to as (“Excused Downtime”):

1. Scheduled Downtime; downtime that is announced by Sparkcentral (see Scheduled Downtime Notification Schedule);

2. Failure of software, hardware, middleware or systems which are necessary to complete a transaction but which are not provided or controlled by Sparkcentral;

3. Denial of service attacks on the Customer website, or other failures attributable to the Customer website;

4. Service interruptions, outages or performance degradation caused by Customer or Customer’s affiliates, users, service providers, vendors or contractors or other third parties not under the control of Sparkcentral;

5. Force Majeure Events

Services are considered ‘unavailable’ when Customer and their users experience any of the following:

1. No users can login to the Agent Dashboard;

2. Cannot receive messages from any subscribed Mediums;

3. Cannot send messages to any subscribed Mediums

Monitoring of service availability will be performed by Sparkcentral using the following calculation:

a = [(b – c)-d] x 100 / b – c

“a” = the percentage of the service availability in such month;
“b” = the total number of hours in such month;
“c” = the total number of Excused Downtime in such month; and
“d” = the total number of hours the Subscription Services are unavailable for reasons other than Excused Downtime in such month.

SCHEDULED DOWNTIME NOTIFICATION SCHEDULE

If Maintenance or Product changes require downtime, Sparkcentral will adhere to the following notification schedule: