Service Level Agreement
This Service Level Agreement applies to the Business Users and Enterprise Users using the Self-Hosted Product, unless amended by the Order Form.
All terms used herein beginning with a capital letter shall have the meaning defined in the Terms of Service.
Services. GoRules will provide Services to the User, including any corrections, changes, or workarounds for any defects, errors, or malfunctions in the Self-Hosted Product discovered by GoRules or the User.
Categories of Incidents, Response, and Resolution Time
GoRules shall respond to the Incident Report and resolve problems in accordance with the severity levels (indicated below).
|
Incident type |
Response Time |
Resolution Time |
|
Priority 1: Incidents that render the Self-Hosted Product completely unusable, causing severe disruptions or critical errors that significantly impact functionality or security |
Within 4 business hours upon Incident Report being submitted |
Reasonable commercial effort |
|
Priority 2: Incidents that cause a significant or ongoing interruption of critical functionalities that cause significant inconvenience to the User. While the Self-Hosted Product remains functional, this bug significantly impacts the productivity and usability of the system |
Within 8 business hours upon Incident Report being submitted |
Reasonable commercial effort |
|
Priority 3: Incidents that cause limited interruptions of non-critical functionalities of Self-Hosted Product or cause moderate inconvenience to the User |
Within 24 business hours upon Incident Report being submitted |
Reasonable commercial effort |
|
Priority 4: Incidents that have minimal impact on the functionality or usability of the Self-Hosted Product, including any general issues or inquiries of the User. |
Within 72 business hours upon Incident Report being submitted |
Reasonable commercial effort |
User is obliged to cooperate with GoRules and to provide all the necessary and reasonable assistance to GoRules in resolving the Incident. The Incident Report and GoRules support will be carried out via [email protected].
Service Credit for Delays. If GoRules fails to meet the specified Response time set out in this Order Form, User shall be entitled to request service credits as follows:
˗ If the response is delayed by up to twice the agreed response time, User will be entitled to receive a credit equal to 10% of the monthly fee for the current Paid Plan.
˗ If the response is delayed by more than twice but less than three times the agreed response time, the User will be entitled to receive a credit equal to 20% of the monthly fee for the current Paid Plan.
˗ If the response is delayed three times or more than the agreed response time, User will be entitled to receive a credit equal to 30% of the monthly fee for the current Paid Plan.
The maximum service credit for any given month shall not exceed 100% of the monthly fee for User’s current plan. In addition to the monthly cap on service credits, the total amount of service credits shall not exceed 200% of User’s monthly fees for the applicable plan within any rolling 12-month period. Once this super cap is reached, no further service credits shall be issued until the rolling 12-month period resets. Service credits are non-transferable, non-refundable, and cannot be exchanged for cash or any other form of monetary compensation. In the event of termination of the Agreement for any reason, any unused service credits shall be forfeited and will not be available for use, refund, or any other form of compensation.
Credit Request Process. User must submit a written request for the service credit within 7 days of the Incident. If the request is valid, GoRules will apply the credit to the User’s account for the subsequent billing cycle.
Exceptions. GoRules shall not be obliged to respond to the Incident Report and remedy the Incident in the following cases:
1) if the Incident has occurred as a result of the User’s use of the Self-Hosted Product and Service contrary to the Agreement between the parties or any instructions provided by GoRules;
2) if the User had prevented or interfered with the provision of the Response by GoRules;
3) if the Incident has been caused by the unauthorized modifications of Self-Hosted Product or other Software, including the modifications by use of third-party software;
4) if the Incident occurred as a result of a security breach of the User’s device;
5) if the Incident has occurred as a result of a force majeure event;
6) if the User fails to pay due fees until such fees are paid in full.
