Service Level Agreement (SLA)
Readdle means Readdle Inc., with principal place of business at 795 Folsom Street, 1st Floor, San Francisco, CA 94107, USA. Subscriber means the individual or entity that has subscribed for the Service under the terms and conditions of this Service. Service means hosting of the specific Readdle software Application identified during the ordering process, developed or licensed, operated, and maintained by Readdle, accessible via www.readdle.com, https://enterprise.readdle.com or another designated by Readdle web site or IP address, or ancillary online or offline products and services provided to Subscriber by Readdle, to which Subscriber is being granted access under this Agreement.
Maintenance and Support
Readdle shall provide to Subscriber Updates to the Service at no additional charge. Readdle shall not make any changes to the Service that reduces or adversely affects the functionality of the Service. Updates to the Service are available via the AppStore. Technical support provided by Readdle to the Subscriber includes:
- Incident Support – identifying and troubleshooting problems in the system
- Assistance with issues during installation
- Assistance with issues during upgrades
- Identifying and creating needed bug reports
- Guidance around implementation and configuration
Readdle shall maintain a sufficient pool of qualified support team to provide competent and timely technical support to the Subscriber. Technical support shall be available in English and solely by e-mail correspondence during Readdle’s regular office hours (Monday till Friday, 10 a.m. till 6 p.m., Eastern European Time (EET). The e-mail address of Readdle’s technical support Service is firstname.lastname@example.org. Readdle shall make all commercially reasonable effort to respond to requests for support from the Subscriber, and correct any issues reported by the Subscriber, within the time periods described below. Readdle at its sole discretion may recognize any issue as unresolvable, thus not subject to any of the time periods described below. Subscriber will use all commercially reasonable efforts to supply Readdle with the information available to the Subscriber to assist Readdle in its efforts to reproduce the issue.
|Issue Classification||Acknowledgment of Issue Notice||Provide a Workaround||Provide an Update via AppStore|
|Critical Issue interferes with the performance of one or more major functions||1 business day||3 business days||Next version*|
|Major Issue interferes with one or more important functions that are disruptive to the Subscriber experience, but not a major interference with use||1 business day||5 business days||Next version*|
|Minor Issues disabling only certain nonessential functions||2 business days||10 business days||As appropriate|
*Provided such issue is reported by Readdle to Subscriber prior to close of development for such version.
In the event Readdle fails to meet Maintenance and Support conditions during the time periods described above, provided Subscriber follows the procedures outlined herein, Readdle will apply a credit (“Credit”) to Subscriber’s account in an amount equal to one week free Service usage for the affected account for each day of fraction thereof. The Credits described in this Service Level Agreement will be Subscriber’s exclusive remedy and Readdle’s entire liability for any breach of any warranty of performance or service contained in this Service Level Agreement. In order to claim Credits, Subscriber must open a Readdle trouble ticket. All downtimes will be measured from the time the ticket is received and validated by Readdle to the time Readdle, in its sole discretion is able to resolve the issue. Customer may not receive more than one Credit per affected configuration per incident and in no event will Subscriber receive greater than one month’s free Service usage in Credit for any given month regardless of the number of incidents. Subscriber must be a Readdle customer in good standing to receive the Credit. No Credit will be applied to accounts that are past-due or for accounts that are canceled before the conditions for payment of the Credit are met. Upon cancellation of the Subscriber’s account, any outstanding or previously accrued Credits will be forfeited. Credits will be applied against purchases or renewals for which payment is due after the date the credit is applied. Credits will not be applied against past due balances.