Service levels

This Service Level Agreement (‘SLA’) governs the use of the Reejig Software Platforms (‘Product’) and forms part of the Agreement between Reejig and each paying Customer. 

In the event that there are any conflicting terms, the terms of this SLA will prevail but only to the extent of any inconsistencies, unless expressly provided otherwise in the applicable Order Form or Statement of Work. 

Reejig may update this SLA from time to time. If material changes are made, we will notify customers with active subscriptions in advance. Updates will not materially reduce the overall service level without prior written agreement. 

Capitalized terms used herein but not defined herein shall have the meanings set forth in the Agreement.

1. Service Level Availability - Reejig will use commercially reasonable efforts to make the Products available with a Monthly Uptime Percentage of at least 99.9% (the ‘Service Commitment’) during each calendar month. The Product is deemed unavailable when authentication to the Product is not available or when at least one Core Function is not working.

2. Planned Maintenance - Reejig may plan a scheduled maintenance or upgrade to the Products from time to time. If a scheduled maintenance or upgrade is planned to occur during a Customer’s Business Hours, Reejig will provide the Customer with at least 14 days notice in advance.

3. Emergency Maintenance - Reejig may also be required to undertake emergency maintenance to the Products from time to time. When this occurs, Reejig will notify the Customer as soon as reasonably practicable.

4. Downtime Exclusions - Downtime or interruptions caused by factors outside of Reejig’s reasonable control such as unpredictable and unforeseeable events that could not have been avoided even if reasonable care had been exercised, including issues caused by third party providers (e.g. hosting providers) on which the software is run, will be excluded from the Monthly Uptime Percentage calculations.

5. Support Services - Customers may contact Support Services by emailing support@reejig.com or their Customer Success contact. 

6. Incident Classification - Reejig classifies incidents based on the following table.

7. Service Credits - Service Availability percentage will be measured on a monthly basis. Where Reejig fails to meet its Service Availability as described in this document and the Customer submits a request for credits in writing, Service Credits will be calculated and accrued as shown in the table below. Every 12 months the total amount of Service Credits accrued during the period will be applied against the next invoice, or refunded to the Customer if the Agreement is terminated and no further fees are payable.