This Service Level Agreement (“SLA”) applies to WorkJam’s Customers access and use of the applicable Services purchased under WorkJam’s Master Software Subscription Agreement (the “MSSA”). This SLA is subject to the terms of the MSSA and states Customer’s sole and exclusive remedy for any failure by WorkJam to meet any of the Service Level Objectives described herein.  Capitalized terms used but not otherwise defined in this SLA shall have the meaning ascribed to them in the MSSA.

1. Definitions

“Emergency Issues” means issues classified as priority level 1 and 2.

“Monthly Uptime Percentage” means 100% minus the percentage of Unavailability out of the total minutes in the relevant calendar month. Monthly Uptime Percentage = 1 – (Unavailability / total minutes in month).

“Unavailability” is the overall number of monthly minutes WorkJam has no external connectivity. WorkJam calculates Unavailability using server monitoring software to measure the server-side error rate, ping test results, web server tests, TCP port tests, and website tests. Unavailability excludes the following:

• Slowness or other performance issues with individual features ;
• Issues that are related to 3^rd-Party Applications ;
• Any products or features identified as “pilot”, “alpha”, “beta” or similar evaluation basis or that are provided for no fee;
• Issues caused by factors outside of WorkJam’s reasonable control ;
• Issues that violate the WorkJam Terms of Use https://www.workjam.com/terms-of-use ;
• Scheduled Unavailability for maintenance taking place during pre-defined maintenance windows.

2. Performance Standards

2.1 Service Level Objective. WorkJam guarantees a Monthly Uptime Percentage of 99.9% for the Services (“Service Level Objective”).

WorkJam customer support is available to Customer’s primary support contacts (“PSCs”), who in-turn support their internal end-users.

Customer’s PSCs have access to the WorkJam Service Desk, which is available to respond to support tickets created within WorkJam’s support portal https://support.workjam.com and by voicemail. WorkJam support personnel provide remote assistance for issues and standard requests from Monday to Friday 8am – 8pm during Customer’s time zone (“Business Hours”). Emergency Issues are handled on a 24×7 basis.

In addition, WorkJam’s support portal includes a knowledge base, which offers useful FAQs, how-to’s, and troubleshooting help. A customer handbook is also provided with additional information on creating and viewing tickets, as well as staying informed on product releases and maintenance activities.

WorkJam will aim to respond to support tickets created in WorkJam’s support portal according to the following performance standards:

2.2 Service Level Credit. In the event that WorkJam fails to meet the Service Level Objective , Customer may be entitled to apply for a credit equal to a percentage of monthly Services Fees  (“Service Level Credit”) for the month in which the Monthly Uptime Percentage fell within the ranges set forth in the table below:

In order to be eligible to receive a Service Level Credit , Customer must:

• submit a written request to WorkJam’s Service Desk within 30 days from when the Service Level Objective has not been met;
• provide WorkJam with any information evidencing that the Service Level Objective has not been met; and
• be subscribed to the Services from the time the Service Level Objective has not been met through the time Customer submits the request and the Service Level Credit is issued.

If approved, the Service Level Credit will be applied to the Customer’s next billing cycle following the month in which the request is confirmed by WorkJam. If Customer does not comply with these requirements, Customer will forfeit its right to receive a Service Level Credit. If a dispute arises with respect to this SLA, WorkJam will make a determination in good faith based on its system logs, monitoring reports, configuration records, and other available information.

Miscellaneous Terms

As WorkJam business evolves, WorkJam may change its SLA. Customers can review the most current version of the SLA at any time by visiting this page.

The Service Level Credit set forth in this SLA set forth your sole and exclusive remedy for Unavailability.

THIS SLA DEFINES A SERVICE ARRANGEMENT AND NOT A WARRANTY. THE SERVICES ARE SUBJECT EXCLUSIVELY TO THE WARRANTIES SET FORTH IN THE MSSA. THIS SLA DOES NOT CHANGE OR SUPERSEDE ANY TERM OF ANY SUCH MSSA.