1. Introduction
This Service Level Agreement (“SLA”) outlines the terms and conditions governing the provision of services by Celiveo to clients of the Celiveo 365 SaaS (Clients).
The SLA defines the service levels, responsibilities, and remedies in the event of service disruptions or failures.
2. Provided Services
Celiveo agrees to provide the following services to Clients:
- Cloud Print Service
- Guaranteed availability of services
3. Service Levels
Uptime Guarantee: Celiveo guarantees a minimum uptime of 99.5% for the provided services.
Resolution Time: Celiveo will endeavor to resolve total service disruptions within one hour.
Response Time: Celiveo commits to responding to support requests within one business day.
4. Clients Responsibilities
Clients will provide necessary access and cooperation for Celiveo to deliver services.
They will especially notify Celiveo promptly of any service issues or concerns, using the support.celiveo.com portal
Clients shall verify the service issue does not result from a misconfiguration or Internet access problem on their side.
The troubleshoot procedures is available here to assist Clients.
5. Monitoring and Reporting
Celiveo will monitor service performance and provide regular reports to clients detailing uptime, response times, and any service disruptions, using the status.celiveo365.com portal.
The Microsoft Azure logs will prevail as the highest proof of uptime or downtime of the SaaS.
6. Remedies for breach of SLA
In the event of a breach of the SLA, Clients other than in free-trial mode may be entitled to:
- Escalation procedures for unresolved service issues, using the support portal available at https://support.celiveo.com
- Service credits for downtime exceeding agreed-upon levels
Celiveo 365 shall have an uptime of not less than 99.9% (resulting in an aggregated Downtime of less than 216 minutes) per month (“SLA”).
Celiveo must receive sufficiently detailed excessive Downtime claims no later than the end of the calendar month following the month in which the alleged Downtime occurred.
Should the Parties determine that Celiveo has not met the uptime requirement following Celiveo’s investigation, Customer shall be entitled, as an exclusive remedy, to a Service Credit not to exceed in any particular month, fifteen (10%) of the monthly fees.
Notwithstanding the foregoing, if the Parties determine that the Celiveo solution had an uptime of less than ninety-nine percent (99.0%) (resulting in an aggregated Downtime of more than 432 minutes) in a specific month, Customer shall be entitled, as an exclusive remedy, to a Service Credit of twenty percent (20%) of the fees applicable for that specific month. If Customer purchased a SaaS Solution from a Partner, the Service Credit will be based on the estimated retail price for the applicable SaaS Solution, as determined by Celiveo in its sole but reasonable discretion. Service Credits shall be credited to Customer within thirty (30) days of the excessive Downtime determination.
7. Exclusions
The guaranteed availability of service explicitly excludes any problem related to the Clients infrastructure and/or Internet/PaaS providers, including and not exclusive to Internet routing issues, firewall issues, internet connection stability issues, client IP address blockage on Microsoft firewalls, Microsoft Universal Print downtime, Microsoft Azure services downtime, Client PC and servers downtime or instablity, Client printers firmware defects, Client network routing/proxy/gateway instability, Client network/Internet slow connectivity.
8. Force Majeure
Celiveo shall be excused to the extent that service is rendered impossible by strike, fire, flood, acts of God, governmental acts or orders or restrictions, acts of terrorism, war, failure of suppliers, or any other reason where failure to perform is beyond the reasonable control of the non-performing Party and not due to its fault or negligence.
9. Miscellaneous
Celiveo may amend or modify this SLA at any time as needed by the change in technologies and PaaS services used by the Service.
10. Governing Law
This SLA shall be governed by the laws of France.
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