Service Level Agreement

Service Availability (Production Only)

1. FastTrack will use all reasonable endeavours to achieve a service availability of at least 99.5% for the Hosting Services, during each calendar quarter (“Service Availability”). 

2. Service Availability will be measured by taking the total percentage of time during the relevant calendar quarter for which the Production Environment for the Software is available for access by the Client.  The Software will be deemed to be available to the Client if the Client is able to access the Production Environment and use the Software over the Internet.  For the purposes of the forgoing measurement, the Software will be deemed to be available:

   1. if the Production Environment can be accessed from anywhere in the world over the internet;

   2. if the Client can log into the Production Environment as a user, irrespective of whether there are errors present in the Software; and

   3. during such times that FastTrack is permitted to withdraw, suspend or cease providing the Hosting Services.  During these times the Software will be deemed to be available, even if in fact it is not actually available for use by the Client. 

3. The Client acknowledges that FastTrack’s ability to meet the Service Availability depends on the conduct of the Hosting Provider and FastTrack’s agreement(s) with the Hosting Provider. Consequently, if FastTrack’s agreements with the Hosting Provider are amended after the date of this Agreement, then the Service Availability may be modified to reflect the same as agreed between FastTrack and the Hosting Provider but shall not be less than in this Agreement.

Support Services

1. All Client submitted support requests will be allocated a Severity level according to the following table, given a case number and then managed through our support tracking system.

2. FastTrack will use best endeavours to respond and resolve each Client submitted support request in accordance with the following service level objectives.

3. To resolve the incident in accordance with these service levels the Client must make all reasonable effort to be available to work with the FastTrack support consultant.  If the designated Client contact cannot be reached or they are unavailable, FastTrack may downgrade the severity level of the incident.