Service Level Agreement

 

 

This OfficeRnD Service Level Agreement (the β€œSLA”) between OFFICERND Limited, a company registered in England and Wales with company number 9450871 with registered address at 84 Eccleston Square, London, SW1V 1PX (β€œOfficeRnD”, β€œUs” or β€œWe”) and you as a customer of OfficeRnD (β€œYou”, the β€œSubscriber”) governs the use of the Support Services under the provisions of the OfficeRnD Terms of Service.

1. Definitions

1.1. The following capitalized items shall have the following meaning for the purpose of this SLA:

  • β€œBusiness days” shall mean the official Bulgarian business days.
  • β€œBusiness hours” shall mean 24 hours per day, during business days.
  • β€œFirst Response Time” shall mean the average amount of time in which OfficeRnD will reach out to You to better understand Your support
    request and provide You with information about the next steps OfficeRnD will take to resolve it.
  • β€œResolution Time” shall mean the average amount of time in which OfficeRnD will fully resolve Your support request after it has been
    opened.
  • β€œSeverity” shall mean the severity levels described in this SLA which reflects the business impact of the support request.
  • β€œTerms and Conditions” shall mean the principal agreement between You and OfficeRnD which governs the use of the Services and which
    can be found in the following URL https://www.officernd.com/terms/.
  • β€œUpgrades” shall mean corrections and revisions of the Services or the Platform by OfficeRnD.
  • β€œUnavailability” shall mean that the Services or the Platform are unresponsive or respond with an error.

1.2. All capitalized items not expressly defined in this SLA shall have the meaning given to them pursuant to the Terms and Conditions.

2. Support Services

2.1 OfficeRnD will make available a help desk support facility, which is provided in English only for the purposes of:

  1. assisting the Subscriber with the Onboarding as agreed between the parties in the applicable Order Form (this may be subject to payment of specific fees in some cases depending on the complexity of the Subscriber’s Content)
  2. assisting the Subscriber with the proper use of the Services or the Platform; and/or
  3. determining the causes of errors and fixing errors in the Services or the Platform.

2.2 The specific Support communication channels available to OfficeRnD subscribers depend on the Support Package purchased by the Subscriber, detailed information could be consulted at the following page.
2.3. The availability of the help desk support facility is as follows:

Support communication channel Availability on Business Days
Email24 h
Chat24 h
Telephone8:00 to 20:00 EDT

 

Support Request Resolution Procedure

3.1 You shall submit all support requests via one of the support communication channels available to You on the Platform. Together with the request You shall set the Severity as evaluated by You in one of the following categories:

SeverityDescription (Example)
Critical / SEV 1A problem is preventing the Service or the Platform from functioning normally and there is no workaround to enable You to continue executing your business operations.
Restricted Operations / SEV 2A less severe problem that may restrict the usage of the Service or the Platform but does not prevent it from operating.
Normal / SEV 3Questions and feedback on the Service or the Platform features and functionality.

In the event that the notification includes several requests, please indicate each of them separately, stating their Severity as evaluated by You.
3.2 Notwithstanding the above, OfficeRnD shall determine the Severity level of the request by previously evaluating it and categorizing it in one of the above categories. For this categorization, OfficeRnD will take into consideration the communication made by You, however, OfficeRnD will not be bound by Your communication. You will be promptly informed about the Severity level of Your request.
 

4. First Response and Resolution Times

4.1 OfficeRnD will:

  1. use reasonable endeavors to respond to requests for Support Services made according to the Incident Resolution Procedure described in paragraph [3] of this SLA; and
  2. use reasonable endeavors to resolve issues raised by the Subscriber promptly / in accordance with the following response time matrix:
SEVERITY RESOLUTION TIME
Standard Support PackageUltimate Support Package
Critical / SEV 14 Business hours1 Business hourUp to 5 Business days
Restricted Operations / SEV 224 Business hours8 Business hoursUp to 7 Business days
Normal / SEV 324 Business hours10 Business hoursUp to 14 Business days

4.2 All Support Services will be provided remotely unless expressly agreed otherwise by OfficeRnD.
 

 

5. Limits on Support Services

5.1 Where the total person-hours spent by OfficeRnD performing the Support Services during any 30 days period (the β€œPeriod”) exceed 6 hours, then:

  1. OfficeRnD may agree to provide additionally, such Support Services to the Subscriber during that Period, but the provision of such services will be subject to payment by the Subscriber of additional charges as agreed between the parties in the respective Order Form.

5.2 OfficeRnD shall have no obligation under this Agreement to provide Support Services in respect of any fault or error caused by:

  1. the improper use of the Services or the Platform; or
  2. the use of the Services or the Platform otherwise than in accordance with the Documentation

 

6. Upgrades

6.1 The Subscriber acknowledges that from time to time during the Term OfficeRnD may apply Upgrades to the Services or the Platform and that such Upgrades may result in changes in the appearance and/or functionality of the Services or the Platform.
6.2 The Subscriber shall not be subject to any additional charges arising out of the application of the Upgrade, save where:

  1. that new functionality does not serve the same purpose as legacy functionality that ceases or has ceased to be available as a result of any Upgrade;
  2. access to or use of the new functionality is chargeable to the customers of OfficeRnD using the Services or the Platform generally; and
  3. any decision by the Subscriber not to pay the charges for the new functionality will not prejudice the Subscriber’s access to and use of the rest of the Services or the Platform.

 

7. Uptime commitment

OfficeRnD shall use all reasonable endeavors to ensure that the Platform is available 99.5% of the time during each calendar month. The availability of service is described in greater detail in section 4 of the Terms & Conditions

 

8. Back-up and restoration

8.1 OfficeRnD will make back-ups of the Subscriber Content stored on the Platform on a daily basis.
8.2 In the event of the loss of, or corruption of, Subscriber Content stored on the Platform being notified promptly by the Subscriber, OfficeRnD shall, if so directed by the Subscriber, use reasonable endeavors promptly to restore the Subscriber Content from the most recent available backup copy.

 

9. Scheduled maintenance

9.1 OfficeRnD may suspend access to the Services or the Platform in order to carry out scheduled maintenance, and such suspension to be for not more than 4 hours in each calendar month.

9.2 The Platform downtime during scheduled maintenance carried out by OfficeRnD in accordance with this Paragraph [9] shall not be counted as Unavailability for the purposes of Paragraph [7].

10. Support Service Fees

10.1. The Support Services may be subject to specific fees as agreed between the parties and stated in the respective Order Form. The payment of such fees shall be subject to the terms established in the Terms and Conditions and the respective Order Form.
 

11. Term and Termination

11.1. This SLA shall enter into force on the earlies of the date of signing of the respective Order Form by Subscriber or the date that the Services are used by the Subscriber and shall remain in effect for the Term and be subject to Termination in accordance with the Terms and Conditions and the respective Order Form.
 

12. Principal Agreement

This SLA forms an integral and inseparable part of the OfficeRnD Terms and Conditions. In case of conflict between the present SLA and the Terms and Conditions, the present SLA shall prevail insofar it regulates the specific subject hereof. However, to any matter not expressly established in the present SLA, the provisions of the Terms and Conditions will be fully applicable and shall govern.
 

 Last updated: September, 2021