This Service Level Agreement (“SLA”) applies to Biometric as a Service (“Service” / “Services”) provided your plan or Order Form specifies that you are eligible for the SLA.
Please note that a valid Order Form may specify exceptions or additions to this SLA. In the event of a mismatch between the two documents, the Order Form takes precedence over this SLA.
“Service Interruption” means, except for scheduled system maintenance, the period of time that a Service is either (a) not available for Customer log-in or (b) substantially not functioning. Circumstances beyond our control shall not constitute Service Interruptions.
“Standard Support” means the support provided by XiD Technologies’s help desk technicians via email, chat, or web submitted tickets.
Each of the Services will be operational and available to the Customer 24 hours per day, 7 days per week at least 99.5% of the time in any calendar month, except for scheduled maintenance and upgrades.
Where reasonably possible, XiD Technologies shall provide at least 24 hours advance notice to Customer of scheduled maintenance in excess of 30 minutes.
If XiD Technologies does not meet the Service Availability SLA, Customer will be eligible to receive the Service Credits described below. This Service Availability SLA states Customer’s sole and exclusive remedy for any failure by XiD Technologies to meet the terms of this SLA.
- For availability between 99.0% and 99.5% the Customer will receive 3 days of Service Credit added to the end of the Customer’s Term at no charge to the customer
- For availability between 95.0% and 99.0% the Customer will receive 7 days of Service Credit added to the end of the Customer’s Term at no charge to the customer
- For availability below 95% the Customer will receive 15 days of Service Credit added to the end of the Customer’s Term at no charge to the customer
Customer must request Service Credit. In order to receive any of the Service Credits described above, Customer must notify XiD Technologies within 30 days from the time the Customer becomes eligible to receive a Service Credit via email to email@example.com. Failure to comply with this requirement will forfeit the Customer’s right to receive a Service Credit.
Maximum Service Credit. The aggregate amount of Service Credits to be issued to a Customer for all downtime that occurs in a single calendar month shall not exceed 15 days of Service added to the end of Customer’s Term. Service Credits may not be exchanged for, or converted to, monetary amounts.
Notification of changes
XiD Technologies shall provide information about major upgrades or changes to functionality that affects users at least 30 days in advance.
XiD Technologies will provide support via web tickets, chat, and email during Singapore Business Hours (09:00 – 17:00 Singapore Time) with the exception of Singaporean and Liechtenstein National Holidays.
Expected response times vary by incident severity:
- Level 1 – Critical
Definition: Complete failure of a Service, including but not limited to complete inability to access or use the platform.
Expected Response Time: 1 hour
- Level 2 – High
Definition: Essential functionalities are disrupted
Expected Response Time: 2 hours
- Level 3 – Medium
Definition: Partial or limited loss of functionality
Expected Response Time: 4 hours
- Level 4 – Low
Definition: Inconvenience, but not impacting performance
Expected Response Time: 24 hours
Cloud Backup Service Level Agreement (CBSLA)
This Service Level Agreement (“SLA”) offered by XiD Technologies Pte. Ltd. which is fully described and operates under the terms and conditions of our XiD Technologies Pte. Ltd’s Cloud Backup Services.
Scope of Agreement:
a. XiD is maintaining three dedicated servers with the Singapore Service provider named as AWS Amazon Web Services, Both servers has 30 days backup.
2. Backup Frequency
Our CBS service can protect your data with daily backups. Replication of backup image to remote storage will start upon the backup is completed.
3. Recovery Time Objective (RTO)
a. The Cloud Service Provider will log all backup activities from the Client server. b. The Cloud Service Provider will attempt to resolve access, backup, or retrieval problems over the email/phone within 48 hours of the first request from client.
4. Cloud Storage Availability
The Cloud Service Provider guarantees at least 99.5% Cloud Storage Availability. Cloud Storage Availability is defined as the ability to pass incoming and outgoing TCP/IP traffic through the Cloud Service Provider’s network from/to IP transit provider (Internet backbone). Storage’s unavailability resulting from loss of Network Availability is excluded from backup availability calculations if the Network Availability loss is caused by any factor(s) beyond the Cloud Service Provider’s control, including but not limited to such factors as IP transit provider (backbone) or end user’s portion of the network (commonly known as “last mile”) failure, denial of service or similar attacks directed at the Cloud Service Provider’s servers or the Cloud Service Provider’s network.
5. Ownership of Data
All data created by Customer and/or stored by Customer within Cloud Service Provider’s cloud storage are considered by Cloud Service Provider to be your property and is for Customer exclusive use. Cloud Service Provider makes no claim of ownership of any system and data content, or any other type of data
contained within the account holder’s storage space on Cloud Service Provider’s cloud, unless Cloud Service Provider has a good faith belief that such content or data is owned by Cloud Service Provider, its agents, affiliates or vendors.
Neither party shall disclose any proprietary or confidential information obtained from the other unless so directed by a court of law or government authority. The Client agrees not to disclose rate(s), term(s), or any information regarding this Agreement without the prior written consent of the Cloud Service Provider.
The Cloud Service Provider does not share Customer account information with others except to the extent necessary to complete an order. Employees of the Cloud Service Provider who have access to customer information are required by contract to keep it confidential and prohibited from using it for any purpose other than to carry out the services they are performing for Solution Provider. The Cloud Service Provider will not sell, trade, rent, give or otherwise provide customer information to any third party for use in marketing or solicitation without your express consent. The Cloud Service Provider will not monitor, edit or disclose the contents of customer private communications with third parties unless required to do so by law or in the good faith belief that such action is necessary to: (a) Conform to the law or comply with legal process served on Cloud Service Provider. (b) Protect and defend the rights or property of Solution Provider; or (c) Act under exigent circumstances to protect the personal safety to our Customers or the public.
Customer acknowledge and agree that Cloud Service Provider neither endorses the contents of any of your communications nor assumes responsibility for such content, including but not limited to any threatening, libelous, obscene, harassing or offensive material contained therein, or any infringement of third party intellectual property rights arising there from or any crime facilitated thereby. Customer acknowledge and agree that certain technical processing of their content may be required to: (a) conform to connecting network’s technical requirements; (c) conform to other similar requirements.