SLA & Support Plans

Service Level Agreement

This Service Level Agreement ("SLA") is a policy governing the use of Affect Lab Platform under the terms set out in general Affect Lab Terms & Conditions ("T&C") and the Service Agreement ("Agreement") between Entropik Technologies and its Customers. Capitalized terms used in this SLA, but not defined in this SLA, have the meaning set forth in the Agreement. We reserve the right to change the terms of this SLA.

Service Commitment

During the Term of the Agreement, Entropik Technologies will use commercially reasonable efforts to make the Covered Service available with a Monthly Uptime Percentage to the Customer of at least 99.0% (the "Service Level Objective" or "SLO"). If Entropik Technologies does not meet the SLO, and if Customer meets its obligations under this SLA, Customer will be eligible to receive the Service Credits described below. This SLA states Customer’s role and exclusive remedy for any failure by Affect Lab to meet the SLO.

Definitions
"Covered Service" means Affect Lab Platform, including the Campaigns,

Settings, and Insights module available in the platform

"Downtime" means that the service does not respond within 60 seconds with a http response in the 100 or 200 range on the health check URL. Downtime does not include Scheduled Downtime.

"Downtime Period" means a period of ten consecutive minutes of Downtime. Intermittent Downtime for a period of less than ten minutes will not be counted towards any Downtime Periods.

"Services Uptime Metric" means total time minus planned downtime, including maintenance, upgrades, etc.) 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 (2,189 actual hours available / 2,200 possible available hours = 99.5 availability).

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"Maintenance Window" means a period of time when services may be taken offline for maintenance tasks. Customer may view the timing and duration of Maintenance Windows via the Platform Status Page.

"Scheduled Downtime" means Downtime resulting from Affect Lab performing maintenance on any of its services during a Maintenance Window.

Measurement method

The Affect Lab Platform Services Uptime Metric shall be measured using industry standard tools and best practices. An “outage” is defined as 3 consecutive monitor failures within a five-minute period, lasting until the condition has cleared.

Service Credits

Service Credits are calculated as a percentage of Video Minutes used inside the month which does not meet the SLO.

Monthly Uptime Service Credit Percentage Percentage

Low You have a general development question, or you want to request a feature.

Response TimesOur target response time will vary based on the impact you tell us the issue is having on your business. We will make every reasonable effort to respond to your initial request within the timeframes in the table below during our business hours*.

Area Enterprise

Standard Basic

Urgent

1 hour or less

High

6 hours or less

Normal

14 hours or less

Low

24 hours or less

* Business hours are defined as 9:00 AM to 5:00 PM in the India time zone, excluding India, US holidays and weekends.

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Weekend Coverage

Support coverage during weekends is not included in our subscriptions. It's possible however to obtain weekend support coverage for a monthly fee. Please contact our Sales Department or Your Customer Success representative for more information.

Priority Ticket Routing

Tickets submitted by Enterprise tier customers are routed directly to specially trained engineers to ensure fast, accurate resolution of critical issues.

Resolved Tickets

After we've responded to your ticket, we work with you to identify and resolve your problem. We consider tickets resolved if:

Your problem is fixed.

The source of the problem lies with third-party software. (We’ll continue to be a resource as you work with the third party on resolution.)

You don't respond to a query or request from us for three (3) consecutive days.