AideCRM – Service Level Agreement

This service level agreement (the “SLA“) regulates Pipe Media’s availability and support commitments applicable to the provision of the AideCRM system.

This SLA forms part of the AideCRM Agreement (the “Agreement“). In addition to this SLA, the Agreement incorporates the following documents:

• the Terms of Service (https://pipemedia.co.uk/aidecrm/terms-of-service);
• the Service Specification (https://pipemedia.co.uk/aidecrm/service-specification);
• the Acceptable Use Policy (https://pipemedia.co.uk/aidecrm/acceptable-use-policy); and
• the Data Processing Agreement (“DPA“) (https://pipemedia.co.uk/aidecrm/dpa).

1. Additional definitions
   1. In addition to the words and phrases defined elsewhere in the Agreement, in this SLA:
      “Uptime” means the percentage of time during a given period when the Subscription Services are available at the gateway between public internet and the network of the hosting infrastructure services provider for the Subscription Services.
2.  Availability
   1. Pipe Media shall use all reasonable endeavours to ensure that the Uptime for the Subscription Services is at least 99.9% during each calendar month.
   2. Pipe Media shall be responsible for measuring Uptime and shall do so using any reasonable methodology. Pipe Media shall report such Uptime measurements to the Customer from time to time during the Term.
   3. Downtime caused directly or indirectly by any of the following shall not be considered when calculating whether Pipe Media has met the Uptime target specified in Paragraph 2.1:
      1. a Force Majeure Event;
      2. a fault or failure of the internet or any public telecommunications network;
      3. a fault or failure of Pipe Media’s hosting infrastructure services provider, unless such fault or failure constitutes an actionable breach of the contract between Pipe Media and that company;
      4. a fault or failure of the Customer’s computer systems or networks;
      5. any breach by the Customer of the Agreement; or
      6. scheduled maintenance carried out in accordance with this SLA.
3. Maintenance
   1. Pipe Media shall, where practicable, give to the Customer at least 10 Business Days’ prior written notice of scheduled maintenance that is likely to affect the availability of the Subscription Services or is likely to have a material negative impact upon the Subscription Services, without prejudice to Pipe Media’s other notice obligations under this SLA.
   2. Pipe Media shall provide all scheduled maintenance outside Business Hours where possible.
4. Helpdesk
   1.   Pipe Media shall make available to the Customer a helpdesk in accordance with the provisions of this Paragraph 4.
   2.   The Customer may use the helpdesk for the purposes of:
      1. requesting and, where applicable, receiving the Support Services;
      2. requesting enhancements or changes to the Services*;
      3. requesting additional Services*, such as assistance with data imports; and
      4. providing suggestions and feedback to Pipe Media regarding the Services,and the Customer must not use the helpdesk for any other purpose. The provision of Services marked with an asterisk (*) may be subject to additional Charges, to be agreed by the parties.
   3. Pipe Media shall ensure that the helpdesk is accessible by email and by using the Subscription Services web-based ticketing system.
   4. Pipe Media shall ensure that the helpdesk is operational and adequately staffed during Business Hours during the Term. In addition, Pipe Media shall provide an email address for the Customer to report critical issues outside of Business Hours.
   5.  The Customer shall ensure that all requests for Support Services that it may make from time to time shall be made through the helpdesk.
5. Response and resolution
   1. Issues raised through the Support Services shall be categorised as follows:
      1. critical: the Subscription Services are inoperable, or a core function of the Subscription Services is unavailable;
      2. serious: a core function of the Subscription Services is significantly impaired;
      3. moderate: a core function of the Subscription Services is impaired, where the impairment does not constitute a serious issue; or a non-core function of the Subscription Services is significantly impaired; and
      4. minor: any impairment of the Subscription Services not falling into the above categories; or any cosmetic issue affecting the Subscription Services.
   2. Pipe Media shall determine, acting reasonably, into which severity category an issue falls.
   3. Pipe Media shall use reasonable endeavours to respond to requests for Support Services promptly, taking into account the severity category of the issue, and in the case of critical issues shall use reasonable endeavours to respond within 1 Business Hour.
   4. Pipe Media shall use reasonable endeavours to resolve issues raised through the Support Services promptly.
6. Provision of Support Services
   1. The Support Services shall be provided remotely, save to the extent that the parties agree otherwise in writing.
7. Limitations on Support Services
   1. If the total hours spent by the personnel of Pipe Media performing the Support Services during any calendar month is excessive (in Pipe Media’s reasonable opinion, taking into account the time spent performing similar services for similar customers), then:
      1. Pipe Media will cease to have an obligation to provide Support Services to the Customer during the remainder of that period; and
      2. Pipe Media may agree to provide Support Services to the Customer during the remainder of that period, but the provision of those Support Services will be subject to additional Charges.
   2. Pipe Media shall have no obligation to provide Support Services in respect of any issue caused by:
      1. the improper use of the Subscription Services by the Customer; or
      2. any alteration to the Subscription Services made without the prior consent of Pipe Media.

Version 2.0 – 12/12/2024