Capitalized terms used in this Service Level Agreement (SLA) without definition have the meanings assigned to them in the Terms.
1. Uptime Service Level Agreement. Provided Customer is in compliance with the Terms, during the Order Term, Verifiable will use commercially reasonable efforts to provide 99.5% uptime for Subscriptions, 24 hours a day 7 days a week 365 days a year (the “Uptime Commitment”). The Uptime Commitment excludes downtime arising out of or relating to any of the following: (a) use of a Subscription not in accordance with the Terms; (b) acts or omissions of Customer, its Users, or any third party (unless undertaken at the express direction of Verifiable); (c) Customer’s equipment or third-party computer hardware, software, or network infrastructure; (d) outages in third-party hosting services (e.g., Amazon Web Services, Google Cloud Services, or the like) or of the Salesforce Platform; or (e) scheduled or emergency maintenance; or (f) Force Majeure Events (as defined in the Terms).
2. CVO Service Level Agreement. To the extent Customer purchases credentials verification organization (or re-credentialing) Services as set forth in an Order, and provided that Customer is in compliance with the Terms, during the Order Term, Verifiable will use commercially reasonable efforts to provide a Packet fully credentialing any Provider within 20 business days (“CVO Commitment” and with the Uptime Commitment the “Service Level Commitments”). The CVO Commitment shall not apply: (a) if Verifiable is asked to credential more than 15% of the annual committed amount set forth in the applicable Order at a time; (b) to the extent any inaccurate or incomplete information is submitted regarding a Provider; and (c) to the extent of any delay in obtaining Verified Data caused by a third party.
3. Remedy. Verifiable’s sole liability (and Customer's exclusive remedy) for Verifiable’s breach of either or both Service Level Commitments is to issue a service credit (“Service Credit”) for the applicable Services for the applicable month, in the amount specified in the tables below. Such Service Credit must be requested within 90 days of Verifiable’s failure to meet the applicable Service Level Commitment and shall be issued within 30 days of written request by Customer.
4. Support. Verifiable will provide technical support ("Support") for Subscriptions, which includes assistance related to bugs, defects, or errors that cause a Subscription to fail to perform in material conformance with the Documentation. Support is available from 8:00 AM to 8:00 PM Eastern Time, Monday through Friday, excluding U.S. bank holidays. To request Support, Customer must email support@verifiable.com with a description of the issue and provide any additional information reasonably requested by Verifiable to assist in resolving the issue. Verifiable will make commercially reasonable efforts to respond to Support requests in a timely manner, with response times varying based on the severity and impact of the reported issue. Critical issues that render a Subscription inoperable will receive priority attention. For non-critical issues or general inquiries, response times may be longer. Verifiable does not guarantee specific response or resolution times. Support does not include implementation, custom development, system / network administration, consulting, training, or any onsite services. Current and historical Service availability can be found at https://status.verifiable.com/. Verifiable reserves the right to determine the validity and severity of reported issues in its sole discretion.
Last updated: October 28, 2024