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Service level agreement

Effective Date: February 1, 2012

This iCasework Service Level Agreement ("SLA") is a policy governing the use of the managed services provided via icasework.com ("iCasework") under the terms of the iCasework Terms and Conditions (the "iCasework Terms and Conditions") agreed between iCasework Ltd. ("iCasework Ltd", "us" or "we") and users of iCasework's services ("you"). This SLA applies separately to each account using iCasework. Unless otherwise provided herein, this SLA is subject to the terms of the iCasework Terms and Conditions and capitalized terms will have the meaning specified in the iCasework Terms and Conditions. We reserve the right to change the terms of this SLA in accordance with the iCasework Terms and Conditions.

Service Commitment
We will use commercially reasonable efforts to make iCasework available with an Annual Uptime Percentage (defined below) of at least 99.5% during each Service Year. In the event iCasework does not meet the Annual Uptime Percentage commitment, you will be eligible to receive a Service Credit as described below.

Definitions
"Annual Uptime Percentage" is calculated by subtracting from 100% the percentage of 5 minute periods during the Service Period in which iCasework was in the state of "Unavailable." If you have been using iCasework for less than 365 days, your Service Period is the preceding 365 days but any days prior to your use of the service will be deemed to have had 100% Availability. Any downtime occurring prior to a successful Service Credit claim cannot be used for future claims. Annual Uptime Percentage measurements exclude downtime resulting directly or indirectly from any iCasework SLA Exclusion (defined below).

"Unavailable" means the inability of a user of iCasework to retrieve or update case related information, provided that your account is active, in good standing and enabled. A "Service Credit" is a British Pound credit, calculated as set forth below, that we may credit back to an eligible iCasework account.

Service Credits

If the Annual Uptime Percentage for a customer drops below 99.5% for the Service Year, that customer is eligible to receive a Service Credit equal to 10% of their bill (excluding one-time payments made for consultancy or additional services) for the Service Year.

We will apply any Service Credits only against future iCasework payments otherwise due from you; provided that, we may issue the Service Credit to the credit card that you used to pay for iCasework for the billing cycle in which the error occurred. Service Credits shall not entitle you to any refund or other payment from us. A Service Credit will be applicable and issued only if the credit amount for the applicable Service Year is greater than 100 Pounds (£100 GB). Service Credits may not be transferred or applied to any other account. Unless otherwise provided in the iCasework Terms and Conditions, your sole and exclusive remedy for any unavailability or non-performance of iCasework or other failure by us to provide iCasework is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA or termination of your use of iCasework.

Credit Request and Payment Procedures
To receive a Service Credit, you must submit a request by sending an e-mail message to servicecredits@icasework.com. To be eligible, the credit request must (i) include your account number in the subject of the e-mail message; (ii) include, in the body of the e-mail, the dates and times of each incident of "Unavailable" that you claim to have rienced; and (iii) be received by us within thirty (30) business days of the end of the Service Year. If the Annual Uptime Percentage of such request is confirmed by us and is less than 99.5% for the Service Period, then we will issue the Service Credit to you within one billing cycle following the month in which the request occurred. Your failure to provide the request and other information as required above will disqualify you from receiving a Service Credit.

Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of iCasework, or any other iCasework performance issues: (i) that result from a Service Interruption described in Clauses 10.4 and 14 of the iCasework Terms and Conditions; (ii) caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of iCasework; (iii) that result from any actions or inactions of you or any third party; (iv) that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control); (v) that result from failures of individual instances not attributable to Unavailability; or (vi) arising from our suspension and termination of your right to use iCasework in accordance with the iCasework Terms and Conditions (collectively, the "iCasework SLA Exclusions"). If availability is impacted by factors other than those explicitly listed in this agreement, we may issue a Service Credit considering such factors in our sole discretion.

Backup

We utilise an automated backup mechanism whereby we take full backups at two key points of the day of all our databases from Amazon EC2 onto Amazon S3. Along with this we continuously write database archive logs to Amazon S3 based on the last full backup taken. Depending on the level of database activity, this will typically enable us to recover data to the nearest ten minutes in case of a database crash.

Amazon S3 in itself provides redundant and mirrored storage of database backups in different geographic locations. However, we also physically restore databases once per week to a standby server to ensure the ongoing integrity of our backup and recovery procedures.

Disaster Recovery

Amazon EC2 and S3 provide data centres in a number of different regions (i.e. different physical locations) and allow us to switch services over to a different region in an instant. In case of a disaster at the data centre serving our services, we simply carry out the following steps:
  • switch on a reserved instance in a different region
  • restore the database from the latest backup and archive log on Amazon S3
  • map the elastic i.p. address through which our customers access our service to the physical i.p. of the new instance

Technical Support

We will provide your authorised account contacts with technical support on setting up and configuring your account, access to the iCasework service, and other issues related to the iCasework service. Only your authorised account contacts may request information, changes or technical support.
We allocate a severity status to all technical failures and aim to resolve the problem within the timescales given below. The actual response time will depend on the complexity of the issue and support request volumes at that time.
Critical issues: When there is complete loss of service or total system failure, our aim is to address and whenever possible, resolve the problem within two working hours.
Impaired Service: Our aim is to address and where possible resolve the problem within six to eight working hours.
Minimal Impact: Our aim is to address and where possible resolve the problem within 24 working hours.
Support is available through our website at www.icasework.com, by email at support@icasework.com or by calling our support line at 44 207 624 4991 between the hours of 9 AM and 6 PM (GMT), Monday to Friday each week with the exception of public holidays.

Data ownership

You own your data. If you ever decide to stop usage of iCasework, we will help you to get your data out of our systems. You can also preserve your data on our systems for up to a year.
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