Guaranteed Uptime Service Level
Ovvr shall make every reasonable effort to maintain 24/7 availability of its servers for 100% network uptime. The servers will be considered unavailable only during periods of complete inaccessibility or severe degradation, or if major components of the servers are not operational and work cannot reasonably continue. Maintenance periods, customer-caused outages, or outages due to causes outside Ovvr’s control will not be considered as “unavailable”.
Guaranteed Support Response Time
Ovvr shall:
– Prioritise all support requests based on the severity level of the problem reported.
– Respond to all support requests within specified response times, as outlined below:
Severity Level: Critical
Definition: Business-critical failures that materially impact the client’s business operations.
Examples Include:
– Any of the client’s servers going offline.
– The client’s service being inaccessible.
– Any server failure resulting in a client not being able to carry out typical tasks on the client’s service.
Response Stages and Times:
– Acknowledgement of receipt of support request within 2 hours within 9am – 5pm on weekdays.
– Update every 120 minutes until full service restoration.
Severity Level: High
Definition: Defects with a workaround.
Examples Include:
– A critical error in service for which a workaround exists.
– A non-critical error affecting the client’s business operations or marketability.
Response Stages and Times:
– Acknowledgement of receipt of support request within 2 hours within 9am – 5pm on weekdays.
– Update every 120 minutes until full service restoration.
Severity Level: Normal
Definition: Minor errors that do not significantly affect business operations.
Examples Include:
– Errors that disable certain non-essential functions.
– Errors that do not materially impact the client’s business performance.
Response Stages and Times:
– Acknowledgement of receipt of support request within within 2 hours within 9am – 5pm on weekdays.
– Permanent fault correction within 2 business days.
Service Credits
In the event of a Service Delivery Failure or failure to achieve the relevant Support Response Time:
– Ovvr shall provide Service Credits at a rate of 5% of the total monthly Hosting Fee for every 1 hour of failure, up to a maximum of 50% of the total Hosting Fee for that month.
– Service Credits will be calculated and placed on account for future service invoices.
– Clients must notify Ovvr within 72 hours to claim service credits.
– Service Credits are not a penalty but a genuine attempt to pre-estimate loss and constitute an exclusive remedy for Service Delivery Failure.
– Credits may not be issued if the Client’s account is past due, suspended, or in breach of our Terms and Conditions or Acceptable Use Policy.
