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Service Level Agreement

Last updated: December 12, 2024

1. Service Level Commitment​

For Eligible Services (as listed in the table in Appendix A), Provider must provide the following monthly uptime percentage to Customer (the "Service Level Commitment"):

Service PlanService Level Commitment
All agreements99.9%

2. Service Credits​

2.1 Eligibility​

To be eligible to receive a service credit for Provider's failure to meet the Service Level Commitment ("Service Credit"), Customer must submit a ticket at https://support.codexgroup.com.au with all fields fully and accurately completed within fifteen (15) days after the end of the calendar month in which the alleged failure occurred and provide any other reasonably requested information or documentation. Provider's monitoring and logging infrastructure is the sole source of truth for determining whether Provider has met the Service Level Commitment.

2.2 Issuance​

If Provider confirms a failure to meet the Service Level Commitment, Provider will apply the Service Credit, which will be calculated as described in Appendix B, against a future payment due from Customer for the affected Service, provided that Customer's account is fully paid up, without any overdue payments or disputes. No refunds or cash value will be given for unused Service Credits. Service Credits may not be transferred or applied to any other Provider account or Product. The aggregate maximum Service Credit applied to an invoice will not exceed 100% of the amount invoiced for the affected Service in that invoice billing period.

2.3 Reseller Purchases​

If Customer purchased the affected Service through a Reseller:

  • Customer or the Reseller may submit a ticket as described in Section 2.1 above
  • Any Service Credit will be based on the fees invoiced by Provider to the Reseller for Customer's use of the affected Service under the Reseller's applicable order(s) with Provider
  • Provider will issue any associated Service Credits to the Reseller (and not directly to Customer)
  • The Reseller will be solely responsible for issuing the appropriate amounts to Customer

3. Exclusions​

Customer is not entitled to Service Credits if Customer is in breach of the Agreement or has not provisioned the relevant Service. The Service Level Commitment does not include unavailability to the extent due to:

a) Customer's use of the Services in a manner not authorized under the Agreement

b) Force majeure events or other factors outside of Provider's reasonable control, including internet access or related problems

c) Customer equipment, software, network connections or other infrastructure

d) Customer Data or Customer Materials (or similar concepts defined in the Agreement)

e) Third-Party Products

f) Routine scheduled maintenance or reasonable emergency maintenance as stated in the Provider Maintenance Policy

The Service Level Commitment does not apply to:

  • Sandbox instances or Free or Beta Products (or similar concepts in the Agreement)
  • Features excluded from the Service Level Commitment in the applicable Documentation

4. Exclusive Remedies​

Service Credits are Customer's exclusive remedy and Provider's entire liability for Provider's failure to meet the Service Level Commitment.

5. Definitions​

All capitalized terms used and not defined in this Service Level Agreement have the meanings given to them in the applicable agreement between Customer and Provider for the relevant Services referencing this Service Level Agreement ("Agreement").

Appendix A – Eligible Services and Covered Experiences​

Core Product Offerings​

  • Roster Master
  • EasyAssess

Additional services operate under separate Service Level Agreements available online.

Appendix B – Service Credits​

Premium Plan Services​

Monthly Uptime PercentageService Credit*
Less than 99.9% but ≥ 99.0%10%
Less than 99.0% but ≥ 95.0%25%
Less than 95.0%50%

*Percentage of the monthly fees attributed to the affected Eligible Service

Enterprise Plan Services​

Monthly Uptime PercentageService Credit*
Less than 99.95% but ≥ 99.9%5%
Less than 99.9% but ≥ 99.0%10%
Less than 99.0% but ≥ 95.0%25%
Less than 95.0%50%

*Percentage of the monthly fees attributed to the affected Eligible Service

Calculation​

The monthly uptime percentage indicated in the above tables is determined by subtracting from 100% the percentage of Downtime Minutes out of the total minutes in the relevant calendar month. This calculation is done independently for each Eligible Service. All calendar months are measured in the UTC time zone.

Example Calculation​

  • Total minutes in a 30-day calendar month: 43,200
  • Downtime Minutes in the same month: 60
  • Percentage of Downtime Minutes: 0.138889%
  • 100% minus 0.138889% results in a monthly uptime percentage of 99.86%
  • Subject to the terms of this Service Level Agreement, in this example, the customer is eligible for Service Credits equivalent to 10% of the monthly fees attributable to the affected Eligible Service for the month in which the failure occurred

Definitions​

  • "Covered Experiences" are specified for each Eligible Service in Appendix A
  • "Downtime Minute" occurs when the Error Rate in a given minute is greater than 5%
  • "Error Rate" means, over a given 1-minute period, the percentage of Customer's requests to Covered Experiences resulting in an error out of Customer's total requests to those Covered Experiences

For example, subject to the terms of this Service Level Agreement, where Provider confirms for a given minute that:

  • All Covered Experiences were completely inoperable or unable to receive Customer's requests, the Error Rate for that minute is 100%. It counts as a Downtime Minute for the affected Eligible Service
  • 10 of 100 requests by Customer to at least one Covered Experience were unsuccessful, the Error Rate for that minute is 10%. It counts as a Downtime Minute for the affected Eligible Service
  • 1 of 100 requests by Customer to at least one Covered Experience were unsuccessful, the Error Rate for that minute is 1%. It does not count as a Downtime Minute for the affected Eligible Service
  • Customer attempted no requests to any of the Covered Experiences over a minute, the Error Rate for that minute is 0%. It does not count as a Downtime Minute for the affected Eligible Service