This Service Level Agreement applies to Monogold Apps customers, not to general users of this website.
Effective Date: 2017-02-01
This document describes the terms of the service levels (“Service Level Agreement”) applicable in the delivery of Monogold Limited’s (“Monogold”) Monogold Apps software service (“Service”) to its customers (“You”) who have accepted and agreed to the terms of service associated with the Service (“Agreement”).
Capitalized terms not defined in this document have the meaning stated in the Agreement.
This Service Level Agreement includes two sections: “A. Service Availability” and “B. Standard Customer Support”.
The Service can be used via Internet browsers on desktop, tablet, and mobile phone devices. For smaller devices/screen orientations, such as mobile phones and tablets in portrait mode, the Service adapts to the dimensions of the screen for optimized usage (through responsive design principles).
The Service supports the current and previous three major versions of Chrome, Firefox, Safari. For Internet Explorer on the desktop the Service supports version IE10 and above.
Browsers must have cookies and JavaScript enabled to use the Service.
Monogold shall provide You access to the Service on a twenty-four hour seven days a week basis at a rate of 99.5% (“Service Availability”).
The Service Availability shall be measured using the available monitoring systems and tools of Monogold’s third-party cloud hosting provider (“Cloud Host”).
The Service Availability will be calculated quarterly as:
where:
“Actual Hours in Period” means total calendar hours in quarter less any hours for scheduled downtime, including maintenance, upgrades, etc, and less any hours resulting from the items listed in Section A.4 (Exclusions) below.
“Service Hours in Period” means Actual Hours in Period less the hours of duration of all outages combined during the quarter, and less any outages due to unavailability of the Service due to “Operational Impact Level 1 - Critical” as defined in Section B.3.1 (Operational Impact Level Determination).
Example (quarter October-December):
Service Hours in Period = 2,202
Actual Hours in Period = 2,208
Service Availability: 2,202 / 2,208 = 99.7%
The Service Availability shall exclude any performance issues or downtime caused by the following:
Monogold will provide a report on the quarterly Service Availability (“Service Availability Report”) in accordance with this Service Level Agreement to You upon request. If You dispute the Service Availability report, You shall provide to Monogold a written notice of the dispute within ten (10) calendar days of receipt of the Service Availability report.
Monogold’s failure to meet the Service Availability metric in any quarter shall result in an extension of the current term of the Agreement in accordance with the following schedule:
| Service Availability | Service Credits |
|---|---|
| Between 99.5 and 100% | No credits |
| Between 99.0 and 99.4% | 5 (days extension of term) |
| Below 99.0% | 10 (days extension of term) |
The Service Credits shall be cumulative and extend the current term of the Agreement at no cost to You. The Service Credits will be taken into account and utilized before any renewal of the term of the Agreement.
The total cumulative Service Credits awarded to You shall be capped at thirty (30) days per year.
“TSR” means a technical support request by You to Monogold relating to Your use of the Service.
“Designated User Contact” means a person designated by You who a) serves as the primary contact point for Your users when they require assistance in using the Service, and b) serves as the contact person for Monogold in technical support communication with You.
2.1. Before Submitting a TSR. Before You contact Monogold to submit a TSR, You shall procure that Your Designated User Contacts have provided technical support to Your users as far as they are capable. Monogold shall provide technical support to You only when the Designated User Contacts have been unable to resolve the technical support issue.
2.2. Submitting TSRs. TSRs shall be submitted by You with Monogold through the TRS tracking capabilities provided in the Service or through Monogold’s customer support website, or, if both are unavailable, through email, provided that if email communication is also unavailable for any reason, TSRs may be submitted via telephone, voice over internet protocol, or instant message. The following contact details (or such other contact details as Monogold shall notify to You in writing from time to time) shall be used by You for the purpose of submitting TSRs:
| support@monogold.com | |
| Telephone | +852 8191 6988 +852 8171 3345 |
2.3. TSR Information Provided. You shall use all reasonable endeavours to provide all or part of the following information when making a TSR:
3.1. Operational Impact Level Determination. Monogold shall in its discretion determine the Operational Impact Level that the problem is having on Your operation according to the following table:
| Operational Impact Level | Description of likely impact on Your operation |
|---|---|
| 1 - Critical | Your use of the Service has been stopped or is so severely impacted that You cannot reasonably continue to use the Service. |
| 2 - Major | Your use of the Service is continuing but important features of the Service are unavailable with no acceptable workaround. |
| 3 - Minor | Important features of the Service are unavailable, but a reasonable workaround is available; or less significant features of the Service are unavailable with no reasonable workaround. Your use of the Service is continuing, and there is only a minor impact on Your use of the Service. |
| 4 - None | You request information, request documentation clarification, report operating feedback regarding the Service, or propose enhanced or extended capabilities for the Service, but there is no impact on the operation of the Service and there is no operation being impeded at the time. |
3.2. Response Time. Monogold shall attempt to acknowledge receipt of a TSR during Monogold’s normal business hours as per Section B.3.3 (Business Hours) below, within two (2) hours of receipt by sending an email to the user or the Designated User Contact who submitted the TSR. Monogold’s acknowledgement may include requests for further information to ensure that sufficient details are available to resolve the relevant technical support problem. Monogold shall begin work on each problem within the following response times after receipt of a TSR during its normal business hours, subject in each case to the relevant Operational Impact Level determined by Monogold to apply to the problem:-
| Operational Impact Level | Response time |
|---|---|
| 1 – Critical | within 2 hours |
| 2 – Major | within 4 hours |
| 3 – Minor | within 24 hours |
| 4 – None | within 48 hours |
3.3. Business Hours. Monogold’s normal business hours/days are 0900-0100 hours (16 hours), standard time +0800 UTC/GMT, Monday to Friday, local public holidays and weather signals/warnings excluded (or such other business hours/days as Monogold shall notify to You in writing from time to time). You acknowledge and agree that any TSR submitted outside such normal business hours shall be deemed for the purposes of the Agreement to have been submitted at the start of the business hours on the next following normal business day.
3.4. Issue Type Classification. Once Monogold has reviewed a TSR submitted by You, the TSR shall be given a case number reference by Monogold and shall be classified by Monogold into one or more of the following types of issue:
| Type of issue | Description |
|---|---|
| “Service Bug” | The Service is not functioning as intended and the bug may or may not cause the Service to be interrupted. |
| “Improper Use of Service” | The Service is functioning as intended,you’re your individual users have misunderstood the way the Service functions and therefore improperly operated it. |
| “Unrelated to Service” | The problem experienced is not related to the Service, but instead to Your user’s Internet browser or other software services or user device hardware issues. |
| “Feedback” | The Service is functioning as intended, but You have identified an undesirable operating phenomenon (from Your perspective, but not necessarily from other Service customers' perspectives). |
3.5. Resolution. Monogold shall take the following steps to resolve problems of the following classification types:
| Type of issue | Resolution steps |
|---|---|
| Service Bug | Monogold shall release an update to the Service that shall not contain, reproduce, or display the Service Bug, where such an updated Service may contain the resolution of more than one Service Bug reported by You and/or contain the resolution of Service Bugs reported by other customers of Monogold and not by You. |
| Improper Use of Service | Monogold shall communicate via email, instant message, or voice to the Designated User Contact explaining why the Service was improperly used and how to properly use the Service. |
| Unrelated to Software | Monogold shall communicate via email, instant message, or voice to the Designated User Contact and suggest, if possible, which other software or hardware areas the issue may be related to. |
| Feedback | Monogold shall consider the phenomenon for future feature upgrades to the Service. |
3.6. Resolution Time. Monogold shall, for each TSR, provide You with an estimated resolution time once the problem has been reviewed and understood, but You acknowledge and agree that Monogold shall not be liable in any way whatsoever if the actual resolution time in any case exceeds the estimated resolution time.
3.7. Effect on Service Credits. The actual resolution time (from submission of TSR to when the issue has been resolved) for any "Operational Impact Level 1 - Critical" issue shall be taken into account when calculating the Actual Hours in Period in the Service Availability metric as per Section A.3 (Measurement) above.