Service Level Agreement
SupplierGateway Service Level Agreement (Effective July 1, 2026)
System Availability
SupplierGateway will provide the software in a competent, workmanlike, and timely manner to provide customers with 99.9% System Availability subject to the exclusions that follow. “System Availability” is defined as
(Actual Uptime x 100) / Scheduled Uptime
“Actual Uptime” means, during a given time period, all time at which the system is accessible for use by CUSTOMER (referred to herein as “CUSTOMER”). “Scheduled Uptime” means, during a given time period, all possible time, minus Scheduled Downtime and Excused Downtime. “Scheduled Downtime” means regularly scheduled downtime for maintenance. “Excused Downtime” is downtime caused by elements, software, hardware, Internet connections, or personnel outside of the control of SupplierGateway, including downtime caused by Force Majeure.
Scheduled Maintenance
The estimated downtime for maintenance / upgrades will be no more than 8 hours a month and will typically occur between 10 PM and 6 AM EST. Written notification of scheduled maintenance will be provided at least 7 days in advance when practicable. Schedule notification of maintenance downtime will be sent via email to designated technical contacts. There may be circumstances beyond the control of CUSTOMER or SupplierGateway that require either downtime outside of the 10 PM to 6 AM window or shorter notification.
Unscheduled Maintenance
To the greatest extent practicable, SupplierGateway will conduct unscheduled maintenance activities in such a manner as to avoid interruption of service. When required, unscheduled maintenance will typically be conducted between the hours of 10PM and 6AM EST
End User (Help Desk) & Technical Support Request Tracking
Support requests may be made only by designated contacts designated by CUSTOMER. CUSTOMER contacts will use commercially reasonable efforts to provide all information that SupplierGateway reasonably requests about each Support Incident. SupplierGateway will maintain a record of all Support Requests and SupplierGateway’s efforts to resolve problems and these records will be made fully available to CUSTOMER within 5 business days of requesting such information. In addition SupplierGateway will provide CUSTOMER contact with a unique ticket number for each Support Request. Technical Support Requests are required to be reported through the same channels assigned to End User Support. Priority levels for each problem will be determined in accordance with the following:
Severity
| Priority | Severity | Description |
|---|---|---|
| Urgent | 1 | Time Critical system problem. Supplier production environment is inoperative or the URL is inaccessible and business is being impacted and no work can be done. No work around exists and use of Supplier functionality is materially compromised. |
| High | 2 | Time Critical system problem. Supplier production environment is adversely affected or is inoperative or the URL is inaccessible. Productivity is being compromised; work can be done but not at full capacity. The problem is time critical and affecting more than 1 user. |
| Medium | 3 | Non-time critical system problem. Supplier production environment has encountered a non-critical problem or defect and / or questions have arisen on the use of the system. Affects at least 1 user. (Issues involving a single user where the user is not able to use whole or part of the system). |
| Low | 4 | Non-time critical system problem. Low priority request with no system impact, such as enhancements, feature request or other non-critical problem. Non-time critical system problem affecting only one user. |
Escalation
Response and follow-up commitments by severity level:
- Urgent Incident (Severity 1 – Critical): 30 minutes initial response from SupplierGateway's receipt of Customer Initial Notification. The incident is routed to development within 30 minutes of customer support notification during normal working hours on normal business days, or as quickly as practicable on non-business days, with resolution efforts on-going until the problem is resolved. Follow-up response: 1 hour.
- High Incident (Severity 2): 1 hour initial response from SupplierGateway's receipt of Customer initial notification. The incident is routed to development within 1 hour of customer support notification during normal working hours on normal business days, or as quickly as practicable on non-business days, with resolution efforts scheduled according to priorities set by Customer Support, Product Management and Development. Follow-up response: 1 hour.
- Medium Incident (Severity 3): 24 hours initial response from SupplierGateway's receipt of Customer initial notification. The incident is routed to development within 24 hours of customer support notification, with resolution efforts scheduled according to priorities set by Customer Support, Product Management and Development. The repair may be scheduled for the next product release, determined collectively by Customer Support, Product Management and Development. Follow-up response: 48 hours.
- Low Incident (Severity 4): N/A initial response — used for documentation errors, enhancement requests, and other minor issues or concerns. Follow-up response: N/A, ongoing.
- System Enhancement / Email Inquiry (no severity assigned): 1 business day initial response — used for low priority communications, general inquiries and other minor issues or concerns. Follow-up response: 2 business days.
Availability SLA Calculation
The SLA calculation will be performed on an annual basis using calendar month data. If the SLA as calculated below is less than the 99.95% level, a service credit will be provided as Customer’s sole and exclusive remedy for SupplierGateway’s failure to achieve the Availability SLA. The service credit may be applied as an offset against charges incurred by Customer for Contractor services and shall under no circumstances exceed the total amounts paid by Customer as annual service fees for service contracted with Contractor. The service credit will be equal to 5 dollars times the difference between the actual downtime and the theoretical downtime limit expressed in hours. The theoretical downtime limit will be calculated as 0.1% of the available time after the deduction of scheduled downtime.
The calculation is shown as follows
Theoretical SLA Limit = 0.1 * (Available Time – Scheduled Downtime)
If Actual Downtime < or = Theoretical SLA Limit,
No service credit will be provided
If Actual Downtime > Theoretical SLA Limit,
Service Credit = $5 * (Actual Downtime – Theoretical SLA Limit) The two examples below illustrate the SLA calculation.
Example 1
Available Time = 365 * 24 = 8760 hours Scheduled Downtime = 96 hours Non Scheduled Downtime Limit = 0.1 * (8760 hours – 96 hours) = 8.66 hours Actual Downtime = 60 Hours No Service Credit
Example 2
Available Time = 365 * 24 = 8760 hours Scheduled Downtime = 96 hours Non Scheduled Downtime Limit = 0.1 * (8760 hours – 96 hours) = 8.66 hours Actual Downtime = 160 Hours Service Credit = $5 * (160 hours – 96 hours – 8.66 hours) = $276.70