For Security Awareness Training and Learning Management System products
Subject to the conditions and remedies set forth in the Agreement and in this SLC, for each Subscription Service, during the Subscription Term, Stronger will meet the following Service Level Availability, Response Targets and Resolution Targets:
1.1 Service Availability
|Service Level Availability (Monthly)||Service Credits||Additional Information|
|99.9%||Maximum of 1% of fees paid by Client per month for the Subscription Service affected if this Availability Metric is missed.||Availability is calculated as follows:
Hours Subscription Service was actually available during the month / (total hours in the month – hours of scheduled downtime in the month)
1.2 Incident Response Time:
The following list of Issue Levels ranked by Severity sets forth Stronger’s Response and Resolution Targets for addressing same:
|Issue Level||Response Target||Service Credits||Resolution Target|
|Severity 1 – Critical: Complete service interruption; affecting all users||2 hours (during Support Hours, as defined below)||Maximum of 1% paid by Client per month for the Subscription Service affected if this Resolution Target is missed.||90% Issue Resolution within 48 hours of acknowledgment by Stronger|
|Severity 2 – High:Partial service interruption/bug causing lack of functionality; affecting many users||4 hours (during Support Hours, as defined below).||Maximum of 1% paid by Client per month for the Subscription Service affected if this Resolution Target is missed.||90% Issue Resolution within 3 days of acknowledgment by Stronger|
|Severity 3 – Normal:
Minor Interruption/bug; affecting one/few users.
|1 business day (during Support Hours, as defined below).||N/A||90% Issue Resolution within 5 days of acknowledgment by Stronger|
|Severity 4 – Low:
Enhancement or Question; Application enhancement request or low severity question or Errata
|3 business days (during Support Hours, as defined below).||N/A||Next release or version, if elected by Stronger.|
1.3 Exclusions and Limitations:
1.3.1 Service interruptions caused by Stronger’s planned maintenance activities, emergency maintenance activities required by third-party vendors (such as Microsoft, Amazon, and the like), and Force Majeure Events (as defined in the Agreement) are omitted from the Service Level Availability and Response and Resolution Target calculations. Scheduled maintenance includes the installation of hot fixes, service packs, software and software upgrades, pre-failure hardware replacement, hardware upgrades, etc. it also includes shutdowns or reboots that occur in the normal course of maintaining a server. Stronger’s scheduled maintenance window is from 10 PM Tuesday to 2 AM Wednesday Pacific Time or 10 PM Thursday to 2 AM Friday Pacific Time.
1.3.2 THIS SLC SETS FOR THE SOLE AND EXCLUSIVE REMEDY FOR STRONGER’S FAILURE TO MEET THE SERVICE LEVEL AVAILABILITY METRIC, RESPONSE TARGETS OR RESOLUTION TARGETS AND SHALL APPLY EVEN IF SUCH REMEDY FAILS OF ITS ESSENTIAL PURPOSE.
1.3.3 TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, STRONGER DISCLAIMS ALL WARRANTIES OF ANY KIND UNDER THIS SLC, WHETHER EXPRESSED, IMPLIED, STATUTORY OR OTHERWISE, AND SPECIFICALLY DISCLAIMS THE IMPLIED WARRANTIES OF NONINFRINGEMENT, TITLE, MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE.
Client will not be eligible for any Service Credits under this SLC if it fails to meet the conditions set forth below:
|Data Quality||Imported data will be clean, correct, in standard format, and able to be processed|
|Administrator Usage||Client shall have appropriate number of administrators trained and at no point will have less than 1 administrator trained for every 25,000 Users|
|Issue Reporting||Client will report issues in writing using Stronger’s email issue tracking system with complete information and in a timely manner|
Stronger is dedicated to Client success and makes our teams available to support you within our Support Hours (as defined below).
2.1 Support Hours
All Response and Resolution Target times are calculated during and will take place within Stronger’s business hours of 6 AM to 5 PM PST, Monday – Friday, excluding U.S. holidays (“Support Hours”).
2.2 Escalations Procedures:
In the event of a service interruption/bug the client will be able to email firstname.lastname@example.org for support. Your request will be triaged by a Stronger representative and assigned to a support agent based on severity.
2.2.1 The support agent will monitor the standards set forth in this SLC. This person is responsible for ensuring that the standards set forth within this SLC are being met and maintained as expected and is also responsible for overall Client satisfaction.
2.2.2 In the event that the support agent is not responding, the Client may escalate the issue to Stronger Operations Manager. The Operations Manager shall respond via e-mail within two (2) business days.
2.2.3 Service requesters must have knowledge about the technical details associated with the service request, knowledge of the operating system and configuration of the environment.
2.2.4 Service requesters must be available to provide examples and screenshots of affecting incidents to assist Stronger in implementing a solution.
Stronger is responsible for providing reliable and stable e-Learning training products that function properly within any standard AICC or SCORM-compliant Learning Management System. Please review our list of requirements.