Terms of Service

Service Level Agreement

This Service Level Agreement describes precedence Support and Maintenance Services which will be provided to customers of precedence purchasing a Software Services subscription license identified in a valid Order Form. All capitalized terms used herein shall have the meaning set forth in the Agreement, unless otherwise defined herein. During the relevant Subscription Term and subject to the terms of the Agreement entered into between the parties and any limitations stated herein, precedence will provide the following Support and Maintenance Services to Customer. This Service Level Agreement (the “SLA”) forms a part of precedence Service Terms and Conditions (the “Service Terms”). Capitalized terms not defined in this SLA shall have the meaning set forth in the Service Terms.

Service levels

precedence shall provide Customer with 99.0% availability to the Service (the “Service Availability”); and (ii) provide email support for the Service to Customer on a 8x5x252 basis (“Service Support”). Service Support shall only include assistance with issues which are exclusively due to an error with the Service (i.e., a failure of the Service to conform to the written specifications provided by precedence). Any support outside the scope of Service Support shall be provided by precedence on a time and materials basis. The Service Availability will be measured on a monthly basis, with all hours weighted equally, but the Service Availability measurement will exclude reasonable scheduled downtime for system maintenance as well as any downtime resulting from outages of third party connections or utilities or other reason beyond precedence control (including without limitation, acts of God, acts of government, flood, fire, earthquakes, civil unrest, acts of terror, strikes or other labor problems (other than those involving precedence employees), computer, telecommunications, Internet service provider or hosting facility failures or delays involving hardware, software or power systems not within precedence possession or reasonable control, and denial of service attacks).

Service Credits

If (i) the Service is unavailable to Customer due to defects with the Service beyond the Service Availability metric, or (ii) precedence fails to respond to a Customer Error report within the allotted time frame, then, as Customer’s sole and exclusive remedy (and precedence sole liability), (a) for each full hour in a month that the Service is unavailable beyond the Service Availability metric and (b) for each such response failure, precedence will credit Customer with one (1) day of free access to the Service. Such credits may not be redeemed for cash and shall not be cumulative beyond a total of one (1) free month of access to the Services. Further, precedence will not grant a credit for any period in which Customer received any Services free of charge. precedence blocking of data communications in accordance with its policies shall not be deemed to be a failure of precedence to provide adequate service levels under this Agreement. In order to receive service credits, Customer must notify precedence in writing within seventy-two (72) hours from the time of downtime or response failure (as applicable), and failure to provide such notice will forfeit the right to receive downtime credit.

It's important to ensure that users understand the terms and conditions of using your platform.