1. Introduction
This SLA describes the levels of Product availability and support that Customers can expect to receive from Canix for the duration of the Agreement.
2. Definitions
As used in this SLA, the following terms shall have the meanings specified below. Any capitalized terms not defined herein shall have the meaning attributed to them in the Agreement. In this SLA the singular includes the plural and vice versa; the words "month", "year", and "quarter" mean calendar month, calendar year, and calendar quarter, unless otherwise stated; and the word "including" (or any analogous word or phrase) means “including without limitation”.
3. Scope of the Service Level Agreements
This SLA applies only to the Product and Professional Services described in the Agreement or applicable Statement of Work. This SLA does not apply to any software, equipment, services, or other parts of an information technology system that are not purchased from or managed by Canix.
3.1 Canix will rectify material issues with the Product , except where:
3.2 The issue has been caused by Customer’s use of the Product in a manner that is contrary to Canix Training, Help Center, or any other instruction issued by Canix;
3.3. Customer has made unauthorized changes to the configuration or set-up of the affected Product;
3.4 Customer has prevented Canix from performing maintenance on the Product;
3.5 The issue has been caused by Third Party Products; or
3.6 The issue has been caused by User(s), including by modifying part of the software or by adding, deleting, or assigning improper permissions to Users.
4. SLA Effective Date and Term
This SLA will be effective from the Contract Start Date and will terminate without further notice and without right to compensation or restitution upon the expiry or termination of the Agreement.
5. Responsibilities
Canix responsibilities:
5.1 Ensure the relevant Product and Professional Services are available to Customer in accordance with the Uptime guarantee;
5.2 Respond to support requests within the timescales listed below;
5.3 Take steps to escalate, diagnose, and resolve issues in an appropriate and timely manner, including the allocation of a sufficient number of skilled staff and the collection of necessary information; and
5.4 Maintain clear and timely communication with Customer.
Customer responsibilities:
5.5 Use the Product as intended under the Agreement;
5.6 Notify Canix of issues or problems in a timely manner and as thoroughly as is possible;
5.7 Cooperate with Canix in its efforts to escalate, diagnose, and resolve issues by providing timely and accurate responses to requests for information;
5.8 In case of an A-Priority Alert, ensure the availability of a sufficient number of skilled Customer employees to cooperate with Canix;
5.9 Provide Canix with access to equipment, software, and services for the purposes of maintenance, updates, and fault prevention; and
5.10 Maintain staff with adequate information technology knowledge to fulfil these responsibilities.
6. Availability
Canix guarantees 99.0% Uptime each month 24 hours a day 7 days a week (“Agreed Hours of Service”). Uptime is measured based on the monthly average of availability, rounded down to the nearest minute, and calculated as follows:
Uptime % = (Agreed Hours of Service - hours of Downtime) / Agreed Hours of Service * 100%
7. Service Credits
Should uptime fall below 99.0% in any calendar month, Canix will pay liquidated damages in the form of Service Credits, which are calculated as follows:
Uptime < 95.0% - 50% of monthly Subscription Fee
Uptime ≥ 95.0% and less than 99.0% - 25% of monthly Subscription Fee
Uptime ≥ 99.0% - 0% of monthly Subscription Fee
To apply for a Service Credit under this SLA, Customers must submit a request to help@canix.com, within 30 days of the end of the applicable month with the subject line “SLA Service Credit”. The request must include the dates and times of the Downtime for which Service Credit is being requested, and any additional documentation that demonstrates the claimed Downtime. Service Credits are the exclusive remedy for Canix's failure to meet its Uptime guarantee and no other or additional types of damages can be claimed, including breach of warranty. In the event there are no new invoices to be issued, Canix will pay out the Service Credit to the Customer directly.
8. Response Time
In the event of an alert, Canix is deemed to have responded when it has replied to Customer’s initial request. This may be in the form of an email or telephone call, to acknowledge receipt of Customer’s request, provide a solution, or request further information.
The Response Time will depend on the priority of the item(s) affected and the severity of the alert, as set out in the following schedule. Resolution to these issues differ based on the severity. Emergency tickets are typically resolved within 1-4 hours depending on the severity. Standard tickets can be from 24 hours to two weeks depending on the nature of the issue. For new release bugs and features requests, they can depend on a number of factors and don't have a generalized timeline. We work with our customers on each issue that affects them and find a mutually agreeable resolve.
9. Canix's Storage & Infrastructure
Canix uses Amazon Web Services (AWS) to provide its Product via a cloud-based storage.
10. Problem Management
Canix Support regularly analyses all Customer Tickets in order to identify trends and bottle necks. Based on these findings, Support may update the Help Center with information explaining the solution to “known errors”.
In order to respond to FAQs and help Customers to resolve common problems without needing direct assistance from Support, Canix maintains the Help Center on the Canix website (https://help.canix.com/hc/en-us). Canix Support has defined four general types of FAQs:
Technical issues are related to a particular bug, security or backup failures, or any other type of non-functioning of the Product. Example: "A package isn’t showing."
User questions arise from instances when the system fails to be self-explanatory. Canix works hard to prevent these questions and reduce them to an absolute minimum. Example: "How do I move the location of a package?"
Requests are requests to change the Product, features or settings. Example: "Can you set up a new filter for our reports?"
Content questions are related to the contents of Customer Data itself. Customer is the creator and controller of its Customer Data, and is therefore tasked with providing User support for these questions. Example: "The inventory uploaded was incorrect — we need you to modify historical data."
11. Help Desk
If your question is not resolved via the Help Center, the Canix help desk can be contacted by email anytime via help@canix.com, or by telephone during applicable office hours:
Monday to Friday: 6:00am to 6:00pm Pacific Standard Time
Saturday to Sunday: 10:00am to 4:00pm
Phone number: (415) 894-9884
12. Backups
The Canix team secures backups of all data and code every hour for all customer data.
At Customer’s request, a backup or a part of a backup can be restored for a fee negotiated in the Agreement or charged on a time and material basis.
13. Release Policy
Canix releases the Product via Continuous Integration and Continuous Delivery. This means that whenever a new feature or release of Canix is ready, it can be deployed to the production clusters at any moment. The main application is typically released once every two weeks.
Urgent bug fixes that impact availability and critical features are applied immediately on production servers as fixes are available.
14. Software Improvements
Canix will make available to Customer new versions, releases, and updates to the Product to solve defects and/or errors, keep the Product up-to-date with market developments, or otherwise improve (the operation or functionality of) the Product. These improvements may include bug fixes. Canix will only support the most recent version of the Product.
New versions, releases, or updates will contain at least the level of functionality as set out in this SLA and as contained in the version or release of the Product previously used by Customer, and will not otherwise negatively impact Customer’s use of the Product. Canix shall make reasonable efforts to ensure that when performing such actions, the impact on Customer and its User(s) is limited.
15. Updates to the SLA
This SLA may be updated at Canix's discretion, but only after providing thirty (30) days’ notice, after which it shall be effective (“SLA Effective Date”). Such notice will be sufficient if provided to a User designated as an administrator of Customer’s Product account either: (a) as a note on the screen presented immediately after completion of the log-in authentication credentials at the log in screen, or (b) by email with read receipt to the email address provided for the administrator(s) for Customer’s account. If Customer objects to any such changes, Customer's sole recourse shall be to terminate the Agreement. Continued use of the Product following the SLA Effective Date of any update shall indicate Customer's acknowledgement of such update and agreement to be bound by the updated SLA. When Canixa changes this SLA, the "Updated" date below will be changed to reflect the publication date of the most recent version.
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