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;
“Emergency Maintenance”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:
