SLA
SLA
Service Level Exhibit
This Service Level Exhibit (the “SLA”) will become part of the executed agreement between Aspect and Customer.
The SLA describes the uptime commitment Aspect makes to Customer in the provision of the Services pursuant to an Order Form entered into between Aspect and Customer.
This SLA was updated Feb 1, 2024. Aspect reserves the right to periodically modify the SLA, and such modification will automatically become effective in the subsequent Renewal Service Term.
Aspect provides a 99.9% uptime commitment for all customers. If Aspect falls short of the 99.9% uptime commitment and the Customer is affected, Aspect will automatically apply a service credit to the Customer account for to be applied to future Fees.
SLA breakdown
Downtime
“Downtime” is the overall number of minutes the Aspect Services were unavailable during a calendar month. Downtime excludes the following:
Slowness or other performance issues with individual features (link expansions, search, file uploads, etc.)
Issues that are related to external apps or third parties
Any products or features identified as pilot, alpha, beta or similar
External network or equipment problems outside of our reasonable control, such as bad routing tables between your internet service provider (ISP) and our server
Schedule Downtime for maintenance
Uptime Commitment
“Uptime” is the percentage of total possible minutes Aspect was available during a calendar month. Aspect's commitment is to maintain at least 99.9%. Uptime is calculated according to the following formula:
[(total minutes in calendar month – Downtime) / total minutes in a calendar month] > 99.9%
Scheduled Downtime
Aspect may need to perform maintenance to keep the Aspect Services working smoothly (“Scheduled Downtime”). If scheduled downtime is necessary, Aspect will provide Customer 48 hours advance notice of Scheduled Downtime.
Service Credits
If Aspect fails to meet the Uptime commitment and the value of the impact is greater than ten dollars ($10), Aspect will automatically apply a credit to each affected account equal to 10 times the amount paid by Customer attributable to the period Aspect Services were down (“Service Credits”).
Service Credits are not refunds, cannot be exchanged into a cash amount, are capped at a maximum of 30 days of paid service, and require you to have paid any outstanding invoice, Notwithstanding anything to the contrary in the Agreement, Service Credits will expire upon any termination or non-renewal of the Agreement by Customer. Service Credits are the sole and exclusive remedy for any failure by Aspect to meet its obligations under this SLA.
Updates
As our business evolves, we may change our Service Level Agreement. Customers can review the most current version of the Service Level Agreement at any time by visiting this page.
Please contact Aspect at [email protected] with any questions regarding these terms.
Service Level Exhibit
This Service Level Exhibit (the “SLA”) will become part of the executed agreement between Aspect and Customer.
The SLA describes the uptime commitment Aspect makes to Customer in the provision of the Services pursuant to an Order Form entered into between Aspect and Customer.
This SLA was updated Feb 1, 2024. Aspect reserves the right to periodically modify the SLA, and such modification will automatically become effective in the subsequent Renewal Service Term.
Aspect provides a 99.9% uptime commitment for all customers. If Aspect falls short of the 99.9% uptime commitment and the Customer is affected, Aspect will automatically apply a service credit to the Customer account for to be applied to future Fees.
SLA breakdown
Downtime
“Downtime” is the overall number of minutes the Aspect Services were unavailable during a calendar month. Downtime excludes the following:
Slowness or other performance issues with individual features (link expansions, search, file uploads, etc.)
Issues that are related to external apps or third parties
Any products or features identified as pilot, alpha, beta or similar
External network or equipment problems outside of our reasonable control, such as bad routing tables between your internet service provider (ISP) and our server
Schedule Downtime for maintenance
Uptime Commitment
“Uptime” is the percentage of total possible minutes Aspect was available during a calendar month. Aspect's commitment is to maintain at least 99.9%. Uptime is calculated according to the following formula:
[(total minutes in calendar month – Downtime) / total minutes in a calendar month] > 99.9%
Scheduled Downtime
Aspect may need to perform maintenance to keep the Aspect Services working smoothly (“Scheduled Downtime”). If scheduled downtime is necessary, Aspect will provide Customer 48 hours advance notice of Scheduled Downtime.
Service Credits
If Aspect fails to meet the Uptime commitment and the value of the impact is greater than ten dollars ($10), Aspect will automatically apply a credit to each affected account equal to 10 times the amount paid by Customer attributable to the period Aspect Services were down (“Service Credits”).
Service Credits are not refunds, cannot be exchanged into a cash amount, are capped at a maximum of 30 days of paid service, and require you to have paid any outstanding invoice, Notwithstanding anything to the contrary in the Agreement, Service Credits will expire upon any termination or non-renewal of the Agreement by Customer. Service Credits are the sole and exclusive remedy for any failure by Aspect to meet its obligations under this SLA.
Updates
As our business evolves, we may change our Service Level Agreement. Customers can review the most current version of the Service Level Agreement at any time by visiting this page.
Please contact Aspect at [email protected] with any questions regarding these terms.