Service Level Agreement

1. Definitions

Customer: a person or organisation with an active paid-for SoDash account. This does not include users with demo accounts.

Customer with Priority Support: a Customer who has agreed and paid for priority support.

Supplier: Sodash Ltd

Service: The service covered by this agreement shall comprise the advertised features of the paid-for online application hosted at http://sodash.com and http://soda.sh, and value-add services and products for the SoDash application as sold by the Supplier. It does not include the Customer's own computer equipment, or the software the Customer uses to access the internet, or the network required to connect to the Service.

Core Service: The features without which SoDash is not fit for normal usage. As an illustrative example (and without limitation), this includes login and viewing search results (where the Customer's account is authorised to do so and in credit), but excludes non-core features (such as providing metadata on messages) and experimental features.

Support Service: Additional services as described below, provided by the Supplier to help the Customer use the Service.

Help Request: Any request for help made by the Customer using the correct channels provided by the Supplier.

Incident: Any failure, malfunction or abnormal performance of the Service reported by the Customer to the Supplier.

Response Time: The time interval between the first Help Request by the Customer of an Incident and the Supplier replying (which may be by email, mail, phone or other means as appropriate). The Response Time is the time when the reply is sent.

Minor bug: a failure, malfunction or abnormal performance which does not prevent the Service being supplied as advertised. For Minor Bugs, the Supplier may choose to resolve the Incident as they see fit, including leaving the bug as-is.

Resolution Time: The time interval between the Supplier's first starting to resolve the Incident and the resolution.

Working day: Monday to Friday, excluding UK public holidays.

2. Incident Escalation

Whenever the Supplier has failed to fix the fault within the Resolution Time, the Supplier shall:

Notify the Customer with an estimate of the time required to resolve.

Continue to allocate engineering resources until the Incident has been resolved, or an alternative plan agreed with the Customer.

3. Liability

Where the Supplier fails to meet the agreed service targets, the Customer shall be entitled to:

Re-imbursement for extra staffing costs incurred as a direct result of the failed service targets up to a maximum of £20/£10 per hour for customers with/without priority support, and a maximum total claim per calendar month of £500/£50 for customers with/without priority support.

A refund of payment for services proportional to the length of time the service was unavailable.

Payment for damages to the Customer as a direct result of the failed service targets up to a maximum of £1000/£100 per affected calendar month for customers with/without priority support. This only covers material damages and excludes damages for any potential revenue.

To the extent allowable by law, the Supplier will not be liable beyond these provisions for any problems arising from use of the Service.

The entitlements above are provided subject to:

The Supplier may request reasonable evidence before processing any claim, and may refuse claims presented without enough evidence.

The Customer is not entitled to any payment from the Supplier if the Incident was due to misuse of the Service.

The Customer is not entitled to any payment from the Supplier if the Customer was not in credit for the full duration of the Incident.

4. Record Keeping

The Supplier shall maintain a record of all Incidents reported by the Customer. The record will include details of:

Date and time of first report of Incident

Name of Customer's representative reporting the Incident

Description of reported Incident

Final diagnosis of Incident

Description of resolution

Date and time of final resolution

5. Accuracy of reporting

We aim to provide an accurate view of media activity. However we do not guarantee that the view presented is complete or accurate.

6. Unpaid Support Services

There are no response targets for unpaid support.

There are no service availability targets for unpaid users.

To the extent allowable by law, the Supplier will not be liable to unpaid users for any problems arising from use of the Service.

7. Support Services for Customers with Priority Support

7.1 Service availability
The Supplier will make reasonable efforts:

To provide a service availability of 99% or above.

To fix any outages within 2 hours.

To fix any problems with Core Services within one working day.

7.2 Help desk

The Supplier shall provide a help desk service to record and manage all Help Requests made by the Customer. The help desk covers (a) malfunctions in the Service, (b) setup help, (c) training help.

The Customer may contact the supplier by phone, email, post, Twitter at their choice. The Supplier will provide contact details for each of these communication channels.

The Supplier will respond to all Help Requests within 24 hours.

The Supplier aims for a Resolution Time within 5 working days.

The Supplier will offer on-site support if appropriate. This may be subject to location and the availability of staff. Travel expenses within the UK are counted within the cost of Priority Support. Travel time is counted as support time.

Priority Support is charged on the basis of an 8 hour working day. 1 day's worth of support may be split over several days, and is charged in blocks of 15 minutes.

7.3 Extra Support
At the Supplier's discretion, the Supplier will provide extra support for requests that go beyond maintaining and supporting the agreed paid-for services.

This support is charged as an extra service at rates set by the Supplier (which may be amended as they see fit).

Before performing support with additional charges, The Supplier will inform the Customer and provide an estimate of the charges.

The Supplier may demand up-front payment before any support is supplied.

The Supplier agrees to meet the following supply targets for extra support:

Extra support will be supplied within 5 working days.

The Supplier will try to make as much support available as is needed. When supplying support, at least 4 hours per working day will be available of a suitably trained staff member.

8. Support Services for Customers without Priority Support

8.1 Service availability
The Supplier will make reasonable efforts:

To provide a service availability of 95% or above.

To fix any outages within two working days.

To fix any problems with Core Services within two working days.

8.2 Help desk

The Supplier shall provide a help desk service to record and manage all Help Requests made by the Customer. The help desk only covers malfunctions in the Service. It does not include training or any other support.

The help desk service may be provided by phone, email, post, Twitter or other means of communication as specified by the Supplier.

The Supplier shall respond to all Help Requests within two working days.

The Supplier aims for a Resolution Time within 10 working days.

8.3 Extra Support
The Supplier will provide ad-hoc support for requests that go beyond maintaining the agreed paid-for services. This support is charged as an extra service at rates set by the Supplier (which may be amended as they see fit).

Before performing support with additional charges, The Supplier will inform the Customer and provide an estimate of the charges.

The Supplier may demand up-front payment before any support is supplied.

Extra support may be subject to the availability of staff.