Service Level Agreement SLA

Service Level Agreement (SLA)

Article Type: FAQ Audience: All Users Module: FAQ

This Service Level Agreement ("SLA") is subject to and made a part of the Master Service Agreement between the parties (the "Agreement"). Capitalized terms not defined herein shall have the meanings ascribed to them in the Agreement.

Definitions

• Access: The customer's ability to access the service, via their enterprise URL, and gain a successful login/authentication to the same.
• Availability: The percentage of time the Services are operational and accessible during a given calendar year.
• Planned Downtime: The planned downtime, where services may be unavailable to the customer.
• Unplanned Downtime: The period of time with complete service unavailability, unrelated to any third-party service failures.
• SLA Commitment: The agreed-upon level of service availability (99.99%) during any monthly period. Service credits apply when monthly uptime falls below 99.9% (see credit schedule below).
• Critical Event: An event where the Customer is unable to access their Fuuz URL or the Fuuz environment is down and unreachable via the internet.
• Monthly Service Fee: The amount equal to your Annual Fuuz Subscription divided by 12.
• Service Level Credit: Compensation provided to the Customer if the Service Provider fails to meet the SLA Commitment.
• 8D Report: A structured problem-solving methodology used to identify, correct, and prevent issues.
• T&M: Time and Materials billing, where charges are based on the actual time spent and materials used.

1. Availability

Service Provider shall use commercially reasonable efforts to make the Services available during any monthly period ("SLA Commitment"). Availability is calculated as follows:

Total Monthly Hours:           e.g. (30 Days × 24 Hours) = 720 Hours
Total Monthly Planned Downtime: 5 Hours
Adjusted Monthly Hours:         720 − 5 = 715 Hours

Availability % = (Adjusted Monthly Hours − Total Unplanned Downtime) / (Adjusted Monthly Hours) × 100

Notwithstanding the foregoing, the SLA Commitment applies to circumstances within Service Provider's reasonable control and does not apply to Unplanned Downtime attributable to our cloud hosting provider(s), integrations third-party providers, or issues related to Customer's use of the Services.

2. Planned Downtime

The Services may be unavailable for scheduled maintenance on the 2nd Sunday of each month, from 7 A.M. to 12:00 P.M. In addition, for any unplanned downtime and system maintenance, Service Provider shall endeavor to provide reasonable advance prior notice. Alterations to maintenance windows, including the addition of maintenance windows, are at the sole discretion of MFGx; however, Customer will be notified of such events in advance so proper coordination can take place, via the support page referenced herein. The majority of these maintenance windows will experience zero impact on the customer, meaning no meaningful or quantifiable measurement of downtime of the services provided.

3. Slowness/Performance Degradation

The services provided could experience intermittent slowness and/or service degradation. In most circumstances, these scenarios are related to the usage of the platform by the customer — volume of transactions, number of users, data usage, etc. These occurrences do not constitute availability as they are dependent upon the individual use cases of each customer. Should you experience degradation in performance, you should contact us by submitting a ticket. In some cases, the resolution may be to increase your Service Tier.

4. Service Tier

In the context of SaaS (Software as a Service), Service Tier refers to the level or category of service offerings provided by the SaaS provider. Service tiers are structured to accommodate different needs, requirements, and budgets of businesses. Typically, SaaS providers offer multiple service tiers to cater to a diverse range of users with varying demands. Each tier is associated with specific features, capabilities, and pricing, allowing customers to choose the level of service that aligns with their needs. Should you experience degradation of services, in terms of speed, throughput, or otherwise, it is likely that you'll need to increase your service tier (or package tier) in order to overcome such issues; additionally, you may need to do an optimization pass on your application environment, which our team can assist with at a cost.

5. Status Pages

Service Provider allows access to Status Pages at https://status.fuuz.app/. These status pages will indicate if there are any abnormalities with the Service. Customers may also subscribe to these pages to receive real-time updates about any issues with the Services provided. Details about planned Downtime events and releases are also found on the Status Pages.

6. Support

Fuuz Platform customers are entitled to the following standard support matrix with an active subscription, in good standing, via https://support.fuuz.com. Other options are available at an additional cost; please check with the Fuuz sales or services team for more information to have a support plan put together that meets your specific needs. Our team will do everything they are able to within reasonable limits to assist our customers with any issues presented as quickly as possible.

• Normal Support Hours: Monday to Friday: 8am – 5pm Eastern Standard Time
• Standard Response Time (Non-Critical): 3 Business Days
• Expedited Response Time (Non-Critical but Business Critical): 1 Business Day
• Resolution Time: TBD (varies depending on the case)

7. Extension Usage

The browser extension should not be utilized for any 'production critical' applications because it is controlled by a third party (Google). We cannot make any warranties that it will always function and therefore should be limited in its use to reporting, visualizing data, or helping with tasks that would never impede the client's ability to operate their production floor.

8. Gateway Updates

The gateway updates, including any hardware-related, are the responsibility of the client to manage and maintain without exception. Any Downtime event related to the update of a gateway or hardware, without evidence of proper testing and validation being done by the client, will result in billable charges for any time spent by the Fuuz team or partner, affiliates, etc., to resolve such an issue. Performance issues related to a Gateway are the Customer's responsibility to remediate by assessing proper hardware needs at the site.

9. Critical Support

Fuuz is a Platform; therefore, the nature of a Platform SLA is to ensure uptime and stability of the Platform itself. This does not pertain to specific solutions you may have implemented. By definition, a Critical event would be such that you are unable to access your Fuuz URL, or in general, your Fuuz environment is down and unreachable via the internet. In the event something like this occurs, your Administrator User should submit a Critical request through the support portal.

10. Critical Support Response

For valid Critical support requests, we provide an initial response time of up to 4 hours from the time the request is received. Critical requests that are deemed invalid, that do not align with the definition, will be billable charges to the Customer.

11. Critical Support Resolution

Due to the variability in each potential occurrence, the Service Provider does not provide any details regarding time to resolution. These details are provided to the Customer on a case-by-case basis.

12. Service Level Credits

Should Service Provider fail to meet the SLA Commitment during any month, as confirmed by Service Provider, Customer, as its sole and exclusive remedy associated with such failure, will earn a service level credit which can be applied as a customer credit memo to offset future services or other services:

Monthly Availability	Service Level Credit
≥ 99.9%	No Credit
99.5% – 99.89%	10% of Monthly Service Fee
99.0% – 99.49%	15% of Monthly Service Fee
95.0% – 98.99%	20% of Monthly Service Fee
< 95%	50% of Monthly Service Fee

Service level credit requests must be made within 30 days of the reported outage via a support ticket. Availability for the period will be calculated as part of our 8D process.

13. Reporting, Claims and Notices

To claim a service level credit under this SLA, Customer shall send to Service Provider a written request within ten (10) business days after the end of the applicable month. Service Provider's records shall be dispositive regarding any disputes about availability.

14. Issue Resolution

Any system outages other than planned outages, which affect Customer's Access to the Platform, will be addressed with an 8D. These 8Ds will be provided to the Customer, upon Customer's written request via support ticket. 8D initial responses will be made available to Customers who request them within 10 business days of the issue. Final 8Ds and corrective/permanent actions will be provided in approximately 60 days from the initial occurrence. We cannot make firm guarantees on the closure of the 8D as the root cause correction may take an unknown amount of time.

15. Edge Gateway / Fuuz Browser Extension

Before submitting concerns, ensure you are running the current supported version. Issues with out-of-support versions will be billed T&M to the Customer. Updates to the Browser Extension are deployed through the Google Play store, notifying end users automatically unless group policies prevent this. The Edge Gateway provides 'in-app' notifications to the administrator. Keep up with the latest versions by checking our Release Notes. Include the application version, OS version, Browser version, and any recent software updates or patches when submitting support requests.

16. External System Interaction

Any process running within the Fuuz platform that requires external system interaction — via iPaaS, EDI, API, or otherwise — shall not be deemed a critical outage if impeded by those third-party systems. Despite it being a business continuity concern, Fuuz cannot warranty any third-party solution that is unresponsive, slow, modified, or unavailable.

17. Exceptions

Customer shall not receive any credits under this SLA in connection with any failure or deficiency of Service Availability caused by or associated with:

• Circumstances beyond MFGx's reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third-party services, virus attacks or hackers, or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA.
• Scheduled maintenance, upgrades, and emergency maintenance.
• Any DNS or Domain Registry issues outside the direct control of MFGx, including DNS and Registry propagation issues and expiration.
• Customer's acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., Integrations, Flows, Schema, UI, etc.) by customer or others, any negligence, willful misconduct, or use of the customer's account in breach of MFGx's Master Service Agreement.
• Acts or omissions of other customers (or acts or omissions of others engaged or authorized by other customers) sharing the affected server(s) with customer, including, without limitation, custom scripting or coding (e.g., Integrations, Flows, Schema, UIs, etc.) created by customer or others, any negligence, willful misconduct, or use of the other customers' account in breach of MFGx's Master Service Agreement.
• Outages elsewhere on the Internet that hinder access to your account. MFGx is not responsible for browser, DNS, or other caching that may make your account appear inaccessible when others can still access it. MFGx will guarantee only those areas of the Internet considered under the control of MFGx: MFGx servers' links to the Internet, MFGx's owned routers, and MFGx's owned servers themselves.

See Also

• Understanding-Your-Fuuz-Support-Billing
• Customer-Support-Ticket-Closure-Policy-–-Non-Responsive-Customers
• Compliance-and-Certifications
• Backup-Policy-and-Service

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Source: support.fuuz.com