Service level agreement (hosted services)


1. Availability and Scheduled Maintenance

Availability.

The servers offering the Hosted Services shall be available a minimum of 99.5% of the time, excluding scheduled and emergency maintenance periods, non-reproducible outages and outages caused by Subscriber or its Authorised Users, any general Internet infrastructure outages or outages of Internet/telecom services provided by third parties. Service is deemed to be available when all components that comprise the production platform are properly running so as to enable the proper execution of all application Software forming part of the Hosted Service.

Notwithstanding any term to the contrary herein, the Hosted Services shall not be deemed unavailable if non availability is caused by (i) any event of outside the reasonable control of FlightGlobal; (ii) failure of any equipment of Subscriber or an Authorised User or any other Subscriber vendor; (iii) any act or omission of Subscriber, any Authorised User; (iv) Subscriber’s or an Authorised User’s negligence or willful misconduct, which may include failure to follow agreed-upon procedures; or (v) Subscriber not opening a support ticket to report any specific performance issue.

Scheduled Maintenance Time.

As at July 2014 FlightGlobal performs routine maintenance every second Saturday between 0700hrs and 1000hrs Eastern Standard Time. Routine maintenance activity does not generally affect the continuity of the Hosted Services. Should portions of the Hosted Services be rendered unavailable during these regular scheduled maintenance periods, then FlightGlobal shall give Subscriber not less than 72 hours advance written notice of such scheduled maintenance.

2. Support Contacts

Emergency Support. FlightGlobal will provide emergency phone and email support 24 hours per day, 7 days per week. FlightGlobal will provide the Subscriber with updated contact information from time to time.

Tel numbers : + 1 888 639 8011 or + 1 727 462 0669

Email : supportcenter@innovata-LLC.com

Non-emergency support. Non-emergency support issues will be handled by a designated FlightGlobal customer service manager and will be responded to within a period of two business days from time of initial contact

Email : supportcenter@innovata-LLC.com

3. Response and Target Resolution Times

FlightGlobal will (i) assign the appropriate severity level to each reported problem,(ii) track all problems through resolution, and (iii) provide appropriate notification upon completion of corrective action by email or phone.

 

Priority Description of Problem Response Time Target Resolution Time
Critical Severity 1 Server, application or database is down or unable to create, extract or display data rendering the Hosted Service unusable or inaccessible; no work–around available. 1 hour from report or knowledge of incident, resources assigned to correct defect 6 hours from report of or knowledge of incident, services restored
High Severity 2 Level of service substantially degraded, causing a sustained delayed response time more than 3 times average latency or limited use; and where a mutually agreeable sustainable work–around is available. 2 hours from report of or knowledge of incident, resources assigned to correct defect 8 hours from report of or knowledge of incident, services restored
Medium Severity 3 Application bug that significantly impairs functionality in the Hosted Service but does not seriously affect the capability to create, extract or display data. 12 working hours from report of or knowledge of incident, resources assigned to correct defect 3 business days from report of or knowledge of incident, issue fixed
Low Severity 4 Application bug that impairs functionality in the Hosted Service but does not seriously affect the capability to create, extract or display data. 1 business day from report of or knowledge of incident, resources assigned to correct defect Reasonable commercial efforts

4. Data Questions

Questions related to data content are automatically assigned Severity Level 3 status. Examples of data content questions include but are not limited to: inquiries related to the presence or absence of a particular data element, requests for clarification on particular data elements, and requests for additional information for a particular data element. The data content inquiry will be routed to the appropriate data team or third party provider for research and response.