This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Aliva Softech Solutions (“Aliva Softech Solutions”, “Service Provider”, “Provider”, “we”, “our” or “us”) whose uniform resource locater is “http://alivasoftech.com” and our customer (“Client”, “Customer”, “you”, “your”) for the provisioning of IT services required to support and sustain on-cloud web-based eLearning platform provided and hosted by Aliva Softech Solutions.
This Agreement remains valid until superseded by a revised agreement. This Agreement is effective since 01 Jan 2023. This Agreement was last updated on 22 May 2023.
This Agreement outlines the parameters of all IT services covered. This Agreement does not supersede current processes and procedures unless explicitly stated herein.
The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer by us.
The goal of this Agreement is to obtain mutual agreement for IT service provision between Aliva Softech Solutions and you
The objectives of this Agreement are to:
The following Service Provider and Customer will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:
IT Service Provider: Aliva Softech Solutions (“Provider”)
IT Customer: Aliva Softech Solution’s customer (“Customer”)
This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.
Aliva Softech Solutions is responsible for facilitating regular reviews of this document. Contents
of this document may be amended as required only after next review date.
Review Period: Yearly (12 months)
Next Review Date: 01-Jan-2024
At the time of signing up with Aliva Softech Solutions, ‘Customer’ receives a unique (permanent) URL treated as the Online Examination platform. The scope of the services by Provider is limited to the “Online Examination platform”. Third party applications, or Sign Sign On (SSO) integrated within ‘Customer’ Online Examination platform site are out of scope of this agreement.
At the time of signing up with Aliva Softech Solutions, ‘Customer’ receives a unique (permanent) URL treated as the Online Examination platform. The scope of the services by Provider is limited to the “Online Examination platform”. Third party applications, or Sign Sign On (SSO) integrated within ‘Customer’ Online Examination platform are out of scope of this agreement.
Aliva Softech Solutions will provide ‘Customer’ access to the Online Examination platform/application on a twenty-four hour, seven days a week (24×7) basis at a rate of 99.9% uptime. If we fall short of our 99.9% uptime commitment and your Online Examination platform is affected, we’ll apply a service credit to your account for future use.
On a quarterly basis, the Aliva Softech Solutions’s service uptime metric will be measured using the measurable hours in the fiscal year quarter (total time minus ‘Scheduled Downtime’ minus ‘Excused Downtime’ as the denominator. The numerator is the denominator value minus the time of any outages in the quarter (duration of all outages combined) to give the percentage of available uptime.
A Network Outage is defined as a period in which 100% packet loss to the website is experienced, which is determined to have been caused by a problem in Aliva Softech Solutions’s Network as confirmed by Aliva Softech Solutions. Downtime or outages are measured as the total length of time of the unplanned interruption in service availability in a calendar month.
The downtime covered under Scheduled Downtime are:
The Online Examination platform uptime metric shall not apply to performance issues caused by the following:
Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.
Coverage parameters specific to the customer service(s) covered in this Agreement are as follows:
In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames:
Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.
A request for a missing feature from Aliva Softech Solutions will be categorized as ‘Contact Us’, and maybe charged based on custom development policy at http://alivasoftech.com/contact
Customer responsibilities and/or requirements in support of this Agreement include:
Service Provider responsibilities and/or requirements in support of this Agreement include:
Aliva Softech Solutions will backup Online Examination platform’s data in a commercially reasonable manner. Backups will be stored for no longer than 30 days. If required, the backups can be used to restore Online Examination platform to a previous state.
If we fall short of our uptime commitment, we’ll add credit to your account as per below structure.
| Quarterly uptime rating | Rating | Service credit |
|---|---|---|
| Between 99.9%-100% | Meets goals | Not applicable |
| Between 99.0%-99.8% | Tolerable | Five(5) days extension to the subscription period. |
| Below 99% | Unacceptable | Fifteen(15) days extension to the subscription period. |
Service credit is not a refund, cannot be exchanged into a cash amount, is capped at a maximum of 30 days of paid service, requires you to have paid any outstanding invoices and expires upon termination of your customer contract. Service credit is the sole and exclusive remedy for any failure by Aliva Softech Solutions to meet its obligations under this SLA.
NOTE: THE SERVICE LEVEL AGREEMENT TERMINATES ITSELF (SELFTERMINATION) IF SUBSCRIPTION PAYMENT IN A TIME PERIOD IS OVERDUE FOR MORE THAN 30DAYS.