Service Level Agreement


Service Level Agreement

This Service Level Agreement (the “SLA”) is provided by Abraxa Group Ltd. (“Abraxa”) to customers of the software a service (SaaS) platform available via www.abraxa.com.

SaaS Commitment.

Abraxa will undertake its commercial efforts to operate, manage and provide the Abraxa cloud platform, available with a Service Performance Target (as defined below) of at least 99.5% (ninety nine point eight percent) during the SaaS Year (as defined below).  SaaS Commitment is not applicable during free trial subscriptions.

Definitions.

SaaS Year” is calculated as 24 hours a day, seven days a week, over a calendar year, that is, the preceding 365 days from the date of an SLA claim.

Service Performance Target” is calculated by subtracting from 100% the percentage of 60 minute periods during the SaaS Year in which Abraxa was in a state of “Unplanned Outage.” If you have been using Abraxa for less than 365 days, your SaaS Year is still the preceding 365 days but any days prior to your use of the service will be deemed to have had 100% regional availability.

Exclusions.

This SLA does not apply to any unavailability, suspension or termination of the SaaS, or any other Abraxa’s performance issues caused by: (i) factors outside of Abraxa’s reasonable control, such as: war, strike, riot, crime, or an event described by the legal term act of God, (such as hurricane, flooding, earthquake, volcanic eruption, etc.); (ii) caused by local Internet access or hosting, server and bandwidth providers such as Amazon Web Services; (iii) caused by the result of failures from end-user’s equipment, software or other technology and/or third party equipment, services provided by your third-party vendors or other third party that provides components and platforms not provided by Abraxa; (iv) resulting from failures from end-users actions; and/or (v) arising from termination of your right to use the Solution in accordance with the SaaS and License Agreement.

Scheduled system maintenance may be performed by us from time to time.  You will be provided with at least 6 hours' prior express notice in advance of any scheduled system maintenance;

Third Party providers such as Amazon Web Services offer their own service levels agreement.  Upon any discrepancy between this SLA and such agreements, the terms of the later will govern.

Changes to the SLA.

Abraxa reserves the right to modify, amend, upgrade, update or otherwise modify this SLA.  Any changes will be displayed on the Site, and we will also notify you before any such changes enter into effect.  Please refer to the last effective date where changes were last undertaken by us.  Your use of our Services after the effective date of any update– either by an account registration or simple use – thereby indicates your acceptance thereof.

Standard User Support.

We will provide customer support, through email at support@abraxa.com or our website abraxa.com.  Primary support is offered during Bulgaria office hours of 09:30 to 17:30 during Monday to Friday, seasonally adjusted for Daylight Savings Time (DST).  During the hours outside of the primary support period, secondary support is available via email only.

Premium and Enterprise User Support.

Users on Premium or Enterprise plans might be upgraded to other service levels, including support 24 hours a day, 365 days per year.

Service Tickets.

Support requests should be emailed to support@abraxa.com in order to create a ticket in our support system.  Our office telephone numbers are also available to receive telephone support requests, subject to office hours, but we request that tickets should be raised via email first so as to initiate our internal processes correctly.

For all requests within our primary support hours, we will make every commercially reasonable effort to:

  • Acknowledge support tickets within 30 minutes.
  • Respond to the support ticket with initial analysis and severity within 90 minutes.
  • Resolve the support issue following our standard customer support process.

Not all reported SaaS bugs are determined to be actual system errors.

Planned Service Outages.

Suspension of all or part of the SaaS during Planned Outage time may be required by Abraxa in order to carry out activities such as, but not limited to, capacity expansions, upgrades or maintenance.  Planned Outages, including the estimated backlog clearance time, will be notified to users at least 48 hours in advance, and the customer will be notified once the SaaS are restored.

Service Outages Caused by Customer.

Abraxa will use its reasonable endeavours to support the customer in order to minimise the impact of unplanned outages caused by the customer.