Article Type: FAQ Audience: All Users Module: FAQ
This Service Level Agreement ("SLA") is subject to and made a part of the Master Service Agreement between the parties (the "Agreement"). Capitalized terms not defined herein shall have the meanings ascribed to them in the Agreement.
Service Provider shall use commercially reasonable efforts to make the Services available during any monthly period ("SLA Commitment"). Availability is calculated as follows:
Total Monthly Hours: e.g. (30 Days × 24 Hours) = 720 Hours
Total Monthly Planned Downtime: 5 Hours
Adjusted Monthly Hours: 720 − 5 = 715 Hours
Availability % = (Adjusted Monthly Hours − Total Unplanned Downtime) / (Adjusted Monthly Hours) × 100
Notwithstanding the foregoing, the SLA Commitment applies to circumstances within Service Provider's reasonable control and does not apply to Unplanned Downtime attributable to our cloud hosting provider(s), integrations third-party providers, or issues related to Customer's use of the Services.
The Services may be unavailable for scheduled maintenance on the 2nd Sunday of each month, from 7 A.M. to 12:00 P.M. In addition, for any unplanned downtime and system maintenance, Service Provider shall endeavor to provide reasonable advance prior notice. Alterations to maintenance windows, including the addition of maintenance windows, are at the sole discretion of MFGx; however, Customer will be notified of such events in advance so proper coordination can take place, via the support page referenced herein. The majority of these maintenance windows will experience zero impact on the customer, meaning no meaningful or quantifiable measurement of downtime of the services provided.
The services provided could experience intermittent slowness and/or service degradation. In most circumstances, these scenarios are related to the usage of the platform by the customer — volume of transactions, number of users, data usage, etc. These occurrences do not constitute availability as they are dependent upon the individual use cases of each customer. Should you experience degradation in performance, you should contact us by submitting a ticket. In some cases, the resolution may be to increase your Service Tier.
In the context of SaaS (Software as a Service), Service Tier refers to the level or category of service offerings provided by the SaaS provider. Service tiers are structured to accommodate different needs, requirements, and budgets of businesses. Typically, SaaS providers offer multiple service tiers to cater to a diverse range of users with varying demands. Each tier is associated with specific features, capabilities, and pricing, allowing customers to choose the level of service that aligns with their needs. Should you experience degradation of services, in terms of speed, throughput, or otherwise, it is likely that you'll need to increase your service tier (or package tier) in order to overcome such issues; additionally, you may need to do an optimization pass on your application environment, which our team can assist with at a cost.
Service Provider allows access to Status Pages at https://status.fuuz.app/. These status pages will indicate if there are any abnormalities with the Service. Customers may also subscribe to these pages to receive real-time updates about any issues with the Services provided. Details about planned Downtime events and releases are also found on the Status Pages.
Fuuz Platform customers are entitled to the following standard support matrix with an active subscription, in good standing, via https://support.fuuz.com. Other options are available at an additional cost; please check with the Fuuz sales or services team for more information to have a support plan put together that meets your specific needs. Our team will do everything they are able to within reasonable limits to assist our customers with any issues presented as quickly as possible.
The browser extension should not be utilized for any 'production critical' applications because it is controlled by a third party (Google). We cannot make any warranties that it will always function and therefore should be limited in its use to reporting, visualizing data, or helping with tasks that would never impede the client's ability to operate their production floor.
The gateway updates, including any hardware-related, are the responsibility of the client to manage and maintain without exception. Any Downtime event related to the update of a gateway or hardware, without evidence of proper testing and validation being done by the client, will result in billable charges for any time spent by the Fuuz team or partner, affiliates, etc., to resolve such an issue. Performance issues related to a Gateway are the Customer's responsibility to remediate by assessing proper hardware needs at the site.
Fuuz is a Platform; therefore, the nature of a Platform SLA is to ensure uptime and stability of the Platform itself. This does not pertain to specific solutions you may have implemented. By definition, a Critical event would be such that you are unable to access your Fuuz URL, or in general, your Fuuz environment is down and unreachable via the internet. In the event something like this occurs, your Administrator User should submit a Critical request through the support portal.
For valid Critical support requests, we provide an initial response time of up to 4 hours from the time the request is received. Critical requests that are deemed invalid, that do not align with the definition, will be billable charges to the Customer.
Due to the variability in each potential occurrence, the Service Provider does not provide any details regarding time to resolution. These details are provided to the Customer on a case-by-case basis.
Should Service Provider fail to meet the SLA Commitment during any month, as confirmed by Service Provider, Customer, as its sole and exclusive remedy associated with such failure, will earn a service level credit which can be applied as a customer credit memo to offset future services or other services:
| Monthly Availability | Service Level Credit |
|---|---|
| ≥ 99.9% | No Credit |
| 99.5% – 99.89% | 10% of Monthly Service Fee |
| 99.0% – 99.49% | 15% of Monthly Service Fee |
| 95.0% – 98.99% | 20% of Monthly Service Fee |
| < 95% | 50% of Monthly Service Fee |
Service level credit requests must be made within 30 days of the reported outage via a support ticket. Availability for the period will be calculated as part of our 8D process.
To claim a service level credit under this SLA, Customer shall send to Service Provider a written request within ten (10) business days after the end of the applicable month. Service Provider's records shall be dispositive regarding any disputes about availability.
Any system outages other than planned outages, which affect Customer's Access to the Platform, will be addressed with an 8D. These 8Ds will be provided to the Customer, upon Customer's written request via support ticket. 8D initial responses will be made available to Customers who request them within 10 business days of the issue. Final 8Ds and corrective/permanent actions will be provided in approximately 60 days from the initial occurrence. We cannot make firm guarantees on the closure of the 8D as the root cause correction may take an unknown amount of time.
Before submitting concerns, ensure you are running the current supported version. Issues with out-of-support versions will be billed T&M to the Customer. Updates to the Browser Extension are deployed through the Google Play store, notifying end users automatically unless group policies prevent this. The Edge Gateway provides 'in-app' notifications to the administrator. Keep up with the latest versions by checking our Release Notes. Include the application version, OS version, Browser version, and any recent software updates or patches when submitting support requests.
Any process running within the Fuuz platform that requires external system interaction — via iPaaS, EDI, API, or otherwise — shall not be deemed a critical outage if impeded by those third-party systems. Despite it being a business continuity concern, Fuuz cannot warranty any third-party solution that is unresponsive, slow, modified, or unavailable.
Customer shall not receive any credits under this SLA in connection with any failure or deficiency of Service Availability caused by or associated with: