Service level agreement

Maintenance Services Provided

• Software Support Services (as defined below)
• Technical Services (as defined below)
• Managed infrastructure

• Remote support for handling of trouble reports and requests;
• Remote support for Incident determination, analysis and resolution;
• Server, network and services problem resolution;
• Access to maintenance releases and/or workarounds to solve Errors and malfunctions in the Service;
• Access to Upgrade Releases.

Fast Track shall provide a single point of contact during office hours, for reporting of faults and incidents with the Service as well as also provide the Client with answers to technical questions, documentation, operation, etc.

• Integration of Service and approved third party software;
• Troubleshooting;
• Integration of Service application releases and updates;
• Baseline monitoring of server, network, client and other applications availability;
• Monitoring of component performance and availability;
• 24 hours a day, 7 days a week availability monitoring, incident management and resolution, application releases, server and client component maintenance, and service reporting;
• Service configuration and management (Fast Track is responsible for all parts of the Service except features, functions and content that directly depend on the Client; the Client is responsible for any APIs required to supply said features, functions and content);
• Administration of database maintenance and backup services, recovery and restoration of information in the event of data corruption or data loss;
• Provision of service reporting (i.e. API availability, Service being down, alarms in Fast Track systems etc.).

Details of Service Levels and Reliability of Supply

1. Standard Support

   For standard support under this SLA the following hours of coverage and means of contact is applicable.

   Severity Level	Priority 1	Priority 2	Priority 3	Priority 4
   Support Service Available	See Emergency Support	Business Hours	Business Hours	Business Hours
   Reporting Method	E-mail and Phone	E-mail and Phone	E-mail	E-mail

2. Emergency Support

   The emergency support will provide technical assistance for Priority 1 Incidents. The emergency service is available 24 hours 7 days a week 365 days a year.

   The emergency service will help to restore the service and system availability in case of a critical incident.

3. Incidents- Hours of Coverage and Means of Contact

   For Incidents the following hours of coverage and means of contact is applicable.

   Severity Level	Priority 1	Priority 2	Priority 3	Priority 4
   Incident Service Available	As set out in 2.2 above	Business Hours	Business Hours	Business Hours
   Reporting Method	Phone	E-mail and Phone	E-mail	E-mail

4. Incidents and Support
   1. Incident and Support Case Prioritization

      Priority	Impact	Description
      1	Operation stopped	“Priority 1” (Critical) – Interruption in the Service that severely impacts the Client’s operations. Examples: System outage; Critical functionality not available; Corruption of data or repeated loss of data; Repeated software failures resulting in frequent interruption of service.
      2	Operation disrupted	“Priority 2” (Major) – Interruption in the Service causes the system to operate in restricted fashion. Workaround is available, or functionality loss is not critical to Service operation. Examples: Minor degradation of performance Incorrect behaviour with minor impact to the Client’s operations
      3	Insignificant difficulties	“Priority 3” (Minor) – Interruption in the Service causing little or no loss of service. This category includes cosmetic errors or defects where the impact to the Client’s operations is minor. Goal for priority 3 issues is to provide a work-around and to include a permanent solution in the next Maintenance Release. Examples: Documentation errors requiring correction or clarification. Usability issues. Affects a minority of the end-user base
      4	Support Requests	“Priority 4” (Requests) – Support requests directly related to single end-user or functions. This category does not include disturbances or errors in the Service. The goal is to solve these requests in the next Maintenance Release. Examples: Reports Single end-user investigations General information and questions

   2. Response Time/Reporting

      Priority	Response Time	On-Going Status Reporting	Incident Report Provided Within
      1	<30 minutes	Every 1 hour	2 Business Days
      2	<2 hours*	Every 4 hours*	2 Business Days
      3	<8 hours*	N/A	N/A
      4	<8 hours*	N/A	N/A
      (*) during Business Hours

   3. Escalation Flow and Resolution Time
      Fast Track shall initiate the following process:
      • an automated alert and/or alarm notifies an operations group technician at Fast Track who initiates Incident determination; the Client shall have an opportunity to escalate the Incident priority if it deems fit;
      • the technician notifies the Client and provides ongoing communication regarding the status of the Incident;
      • Fast Track operations group attempts to provide restoration of Service or a temporary fix or workaround within:
      • one (1) hour from notification of the error for case with priority 1;
      • four (4) Business Hours from notification of the error for case with priority 2.
   4. Escalation Matrix
      The escalation matrix contains contact information for counterparts at Fast Track and the Client. The parties agree to keep the escalation matrix updated, in the format defined below, available at all times.

      Role	Name	Contact	Name	Contact
      Technical Support
      Emergency Support
      Incident Manager
      Escalation

      Support Contacts
      Release information	Unless otherwise agreed, all Fast Track CRM end users will automatically be considered opted-in for Release and service infromation. The information distributed to this address is the release notes, service window times & dates and also the detailed technical information required to be read and understand prior to a service window. The Client can add additional stakeholders or an email group to be included.
      Incident Information	Unless otherwise agreed, All Fast Track CRM end users will by default receive incident updates and information.

5. Security and Safety of Client data and data collected by the Fast Track system

   Any transfer of files between Fast Track and any other firm or third party will be in accordance with the provisions of the Data Protection Addendum to be executed between the Parties.

Uptime Percentage of 99.50%

Fast Track will use commercially reasonable efforts to ensure Uptime Percentage of 99.50% for any Service Month.

The Client may terminate the Agreement with immediate effect and at no cost to it should the total cumulative Uptime Percentage for the Service in any three (3) consecutive Service Months fall below 98.50%:

Provided that in the event that the Client terminated the Agreement with immediate effect in accordance with the above provision, Fast Track agrees that it shall, for a period of three (3) months from termination, continue to provide the Services (as defined in Schedule A) to the Client.

Occasionally, servers and related hardware need to be brought down for routine maintenance and upgrades to ensure that our product is secure and performing optimally. If disruption of availability of the Service is necessary, Fast Track shall at all times attempt to notify the Client at least five (5) Business Days prior to the scheduled work. This notification will include a high level description of the necessary work and the duration of the service window. Every effort will be put forth by Fast Track to ensure that the service window is discussed and agreed with the Client first, and that servers are taken off-line in a manner that will minimize interruption of connectivity and access to network and server resources.

These events will be considered Scheduled Maintenance and such Scheduled Maintenance Minutes will not be considered as downtime and thus not reduce the Uptime Percentage. Fast Track will aim to keep Scheduled Maintenance Minutes to an absolute minimum and must never exceed 480 minutes in any one calendar quarter. Any Scheduled Maintenance Minutes in excess of the 480, will count towards the Uptime Percentage.

• Service unavailability during a service window;
• Network conditions across the internet (outside of our network), such as between the end Client’s ISP and Fast Track’s servers
• Incorrect data sent to Fast Track in live data feed.
• DDoS or other attacks on Fast Track’s servers
• Problems with the Client’s ISP network
• Browser or DNS caching issues
• Incidents caused by work, changes or alterations made by the Client
• Unavailability or non-responsiveness in the Client’s systems needed to fulfil any provided Service
• Service unavailability due to Force Majeure.

Any downtime arising from any of the above situations will not be considered as downtime for the purpose of determining the Uptime Percentage.

The Client acknowledges and agrees that neither Fast Track nor any of its members, shareholders, directors, officers, employees or representatives shall be liable to the Client for any direct, special, indirect, consequential, punitive or exemplary damages, or damages for loss of profits or savings, in connection with temporary disruptions caused by the above-mentioned events.

Processing of Real time events

Responsibility

Remedies