This SLA applies to all Customers unless a Customer has paid an additional fee for enhanced service levels. Details of such enhanced service levels can be requested by a Customer at any time during the Term and can be provided following payment of a premium service level fee.
1. DEFINITIONS
All terms defined in this SLA shall have the meaning set out in the Terms and Conditions, unless defined otherwise below.
“Bug” means an unwanted or unintended property of the Services that can be reproduced and causes the Services to malfunction but does not affect the availability of the Services;
“Business Day” means Monday to Friday (excluding any national holidays in the UK);
“Business Hours” means 8.00am to 4.00pm (UK Time) on a Business Day;
“EmergencyMaintenance”means maintenance, upgrades, Updates, repairs to hardware and software related to resolving immediate problems causing instability in the Services;
“Incident” means a malfunction of the Services which can be reproduced, is not a Bug and whose root cause is found in the hosting service, network, hardware or third party software components;
“Planned Maintenance” means maintenance, upgrades, Updates, installation of new versions and repairs which are non-critical and not urgent, to hardware and software;
“Release” means a modification in the functionality of the Services which results in a change in the version number set out in the SLA;
“Updates” means any new or updated applications services or tools (including any software programmes) made available by the Company as part of the Services during the Term.
2. HOSTING SERVICES
Hosting services shall include hosting of the Services together with related components and Customer owned content as set out below.
2.1 Availability
The Company will use commercially reasonable measures in terms of redundancy, monitoring and platform management to make the Services available 95% via the Internet 24 hours a day 7 days a week during Business Hours. Availability shall be measured annually and the items set out in clause 7 of this SLA and all Planned Maintenance shall be excluded from the calculation of availability of the Services.
2.2 Service Credits
If the Services are not available in accordance with the availability level set out in clause 1.2 of this SLA, the following service credits shall apply:
Availability Achieved
Service Credit
94.99% – 94%
5%
93.99% – 93%
10%
92.99% – 92%
15%
Less than 92%
20%
Service credits are expressed as a percentage of the monthly Fee paid for the Services affected. Any claim for a service credit must be made in writing to the Company within 7 days of the Customer experiencing any downtime providing supported logs or documentation. After review by the Company, any service credits due will be credited to the next invoice issued to the Customer, following the period in which the availability of the Services was not met.
Total service credits payable for a breach of this SLA shall not exceed, in aggregate, the monthly Fees paid for the Services affected in the applicable month. Where Fees are not paid monthly, the total annual or quarterly Fee paid shall be apportioned accordingly. No cash refunds shall be made for any service credits.
Service credits are the Customer’s sole and exclusive remedy for any performance or availability issues of the Services under the Agreement and this SLA.
3. SUPPORT SERVICES
Support services shall include maintenance of the Services and Customer platform including corrective maintenance and enhancements and a customer support service for the Services and Customer platform as set out below
3.1 Scope of Support Services
Maintenance and support services shall not be provided for issues arising from: (i) modifications, alteration or configuration of any of the Services by the Customer or a third party that have not been authorised in writing by the Company; and/or (ii) technology or Intellectual Property Rights that has not been provided by the Company pursuant to the Agreement.
3.2 Problem Notification
The Company provides support services from a UK support centre which is available to named support users. Support services are provided in English, French and Italian. Problems may be reported to the support centre by
– Email : support@multiply.cloud
– Telephone :
+33 (0)1 84 78 14 00
+44 20 80 68 35 95
3.3 Support Hours
The Company offers support for the Services during Business Hours on Business Days in English, French, Italian.
4. PROBLEM RESOLUTION
Problems with the Services will be dealt with in accordance with their level of severity. The time frame in which problems will be resolved will depend upon whether they are classified as a Bug or Incident as set out below.
Severity
Description
Critical
“Critical” issues are severe problems that cause a total service outage or substantial malfunctions in our repricing software, impacting either all or most of your catalog. This includes being unable to access our platform, discrepancies in prices or stock levels, such as prices dropping below your minimum on sales channels, or products that are out of stock being listed as available, or an imminent risk of such issues.
Medium
“Medium” issues are those that are neither critical nor minor.
Low
“Low” issues are those with minimal impact on your ability to use the service and do not affect the boundaries, strategic changes, or activation and deactivation of automatic pricing. These issues typically relate to additional needs or comfort within the user experience (UX) and may involve aesthetic aspects of the service or non-critical functionalities. Essentially, they are problems that do not interfere with the core operations of our repricing software.
4.2 Response and Target Resolution Times
Severity
Acknowledgment of the issue
Target Resolution Time for Incidents
Target Resolution Time for Incidents
Target Resolution Time for Bugs
Target Resolution Time for Bugs
Temporary work around
Permanent
Temporary work around
Permanent
Critical
Within 4 Business Hours
1 Business Days
5 Business Days
1 Business Days
Medium
Within 1 Business Day
10 Business Days
10 Business Days
10 Business Days
Low
Within 3 Business Day
25 Business Days
10 Business Days
25 Business Days
5. MAINTENANCE SERVICES
5.1 Releases
Releases will contain new or amended features. There may be some need for configuration and additional user training in order to obtain the maximum benefit of the new features. Releases do not significantly impact the existing technical setup of the Customer or training materials. Releases are numbered as follows: 3.1, 3.2, 3.3, etc.
5.2 Patches
The Services will be patched regularly for performance and security, after such patches are regression tests with the Services to ensure continued compatibility.
5.3 Planned Maintenance
The Company usually carries out Planned Maintenance at weekends or in the evenings. If Planned Maintenance is to be performed outside of these times the Company shall give the Customer at least 72 hours prior notice.
5.4 Emergency Maintenance
The Company shall where possible, provide the Customer with prior notice of Emergency Maintenance. However, work may commence at any time and shall continue until completed. The Company shall attempt but cannot guarantee scheduling Emergency Maintenance during non Business Hours.
6. CUSTOMER’S OBLIGATIONS
The Customer has the following obligations under this SLA:
• to provide access to a computer system capable of running the TCP/IP network protocol and an Internet web browser and uses a web browser that supports JavaScript;
• to provide all suitable hardware and software and telecommunications equipment required for accessing the Services;
• responsibility for the network connection between the Company’s hosting centres and the Customer’s premises (backend) connection to a telecommunications network;
• to inform the Company without delay of any problems with the Services;
• to purchase upgrades for its own software, if necessary, for the error free operation of its own software with the Services;
• to check its systems for the most commonly known worms and viruses;
• to have a current virus scanner installed for each Customer system accessing the Services.
7. LIMITATION OF LIABILITY
The Company shall not be liable for, and shall have no obligation to fix, any errors, Incidents, problems or Bugs or any lack of availability of the Services caused by the following:
any breach of the Customer’s obligations set out in clause 6 above;
use of services, hardware, or software not provided by the Company, including, but not limited to, issues resulting from inadequate bandwidth, unavailability of telecommunications, faults or omission of ISPs, lack of connectivity or other issues related to third-party software or services;
use of the Services on a system not supported by the Company or specifically agreed in writing in this Agreement;
interconnection of the Services with other software products not supplied by the Company except as expressly agreed in writing in the Agreement;
any DNS issues not within the direct control of the Company i.e. a fault on the Customer’s network or own equipment configuration;
problems or errors that occur while the Company is waiting for the Customer to provide information to enable it to rectify a fault or restore the Services;
use of the Services after the Company advises the Customer to modify its use of the Services, if the Customer did not modify its use as advised;
the Customer’s unauthorized action or lack of action when required, or from its employees, agents, contractors, or vendors, or anyone gaining access to the Company’s network by means of the Customer’s passwords or equipment, or otherwise resulting from the Company’s failure to follow appropriate security practices;
the Customer’s failure to adhere to any required configurations, use supported platforms, follow any policies for acceptable use, or its use of the Services in a manner inconsistent with the features and functionality of the Services (for example, attempts to perform operations that are not supported) or inconsistent with the Company’s published guidance;
faults caused by the Customer’s management or connection to the Services;
faulty input, instructions, or arguments (for example, requests to access files that do not exist);
use of features of the Services that are outside of the Company support hours;
the Customer failing to take part in training offered by the Company, necessary for use of the Services;
attempts to perform operations that exceed prescribed quotas or that result from the Company’s throttling of suspected abusive behaviour;
any Services not paid for at the time of any Incident;
This website uses cookies so that we can provide you with the best user experience possible. Cookie information is stored in your browser and performs functions such as recognising you when you return to our website and helping our team to understand which sections of the website you find most interesting and useful.
Strictly Necessary Cookies
Strictly Necessary Cookie should be enabled at all times so that we can save your preferences for cookie settings.
If you disable this cookie, we will not be able to save your preferences. This means that every time you visit this website you will need to enable or disable cookies again.
Additional Cookies
This website uses the following additional cookies:
(List the cookies that you are using on the website here.)
Please enable Strictly Necessary Cookies first so that we can save your preferences!