Service Levels Agreement

Last updated: November 30, 2011

This Service Levels Agreement (“SLA”) contains the service level commitment of Visible Technologies, Inc. (“Visible”) to its customers who purchase access to Visible’s hosted software-based services offerings (the “Hosted Services”).  This SLA is incorporated into and constitutes a material part of any Order Form between Visible and the entity purchasing access to the Hosted Services (“Client”).  Visible reserves the right to update and otherwise amend this SLA at any time and in its sole discretion.  Any amendments to this SLA will be effective immediately upon posting of the amended SLA.

A. Service Level Commitment

  1. Conformance to Specifications.  All Hosted Services will conform in all material respects to Visible’s published specifications and documentation as well as to the additional specifications and descriptions set forth in Section B below.
  2. Availability.  All Hosted Services will be available 97% of any given thirty day period excluding periods of scheduled maintenance.  Visible will provide regular backups of Client’s data maintained in connection with the Hosted Services in the unlikely event that emergency recovery is required.  The Hosted Services allow Client to export the data associated with its account, and Visible encourages Client to do so on a regular basis for additional backup protection.
  3. Business Continuity Measures.  Visible will establish and maintain commercially reasonable contingency plans, recovery plans, and risk controls for the Hosted Services provided under all applicable Order Forms.  These plans will include, but are not limited to, testing, control functions, accountability, and corrective actions that may be promptly implemented if necessary.  Visible will grant Client reasonable access to said plans at a mutually agreed time if requested by Client.

B. Technical Support, Problem Management, and Incident Notification

  1. Email and Telephone Support.  During the term of the applicable Order Form, Visible will provide Client with e-mail and phone technical support in accordance with this Section Bat no additional charge to Client. Standard support is available 24 hours a day from Sunday 10 p.m. to Friday 5 p.m. (PST), excluding standard U.S. business holidays.  If Client has more than one user login, Client will appoint a single authorized support contact to contact the Visible support team directly on behalf of Client’s users. Technical Support Phone Numbers:
    • US – 1.999.899.1215 or 1.425.223.3187
    • London – 44 (0) 3239.5624
    • Australia – 61 (02) 8005.6807
    • Skype – Visible.Technologies

    Technical Support E-mail: [email protected]

  2. Issue Resolution. If Visible’s support representative cannot resolve the issue immediately, the issue will be escalated to the appropriate Visible representative.  Client will be contacted within two business hours of the original service call.
  3. Service.  Visible monitors its systems 24 hours a day, seven days a week in an effort to ensure that all aspects of the application are functioning as designed.
  4. Issue Tracking.  Visible will maintain a system that tracks significant reported problems with the Hosted Services.  Such problem reporting may come from within Visible’s Custom Relationship Management tool or directly from Client.  Once a problem is reported, first attempts at resolution will take place, including initial research of any error messages or specific technical conditions in accordance with this SLA.   Relative to problem tracking, technical resources will be identified and gathered, appropriate end-users will be contacted, and troubleshooting of the issue will commence.  Visible will alert the designated Client project manager within 4 business hours of the occurrence of any material incident that does, or in Visible’s opinion is likely to, adversely affect the schedule or quality of the Hosted Services.