This Service Level Agreement (“SLA”) between Imani Labs Ltd, and the user (“Customer”) of Imani Labs Ltd services (“Services”) sets forth the service level terms and conditions and is an integral part of the Agreement. This SLA defines the terms of Customer’s responsibility with respect to the Services that Imani Labs Ltd provides and Customer’s remedies in the event that Imani Labs Ltd fails to meet these Service Commitments. This SLA and the SLA Credits set forth herein represent Imani Labs Ltd sole obligation and Customer’s sole remedy for failure to meet such Service Commitments. This SLA does not apply to the availability of Third Party Services (TPS) which are subject to the TPS Agreements. The SLA is binding only on the Customer and Imani Labs Ltd and does apply to any Third Parties, including Customer End Users.
Imani Labs Ltd shall use reasonable efforts to achieve the target Service Availability Goal of 99.99% network uptime except during scheduled Service Maintenance (“Service Commitment”). Notwithstanding the foregoing, Customer recognizes that the Internet is comprised of thousands upon thousands of autonomous systems that are beyond the control of Imani Labs Ltd. Routing anomalies, asymmetries, inconsistencies and failures of the Internet outside of the control of Imani Labs Ltd can and will occur, and such instances shall not be considered any failure of the 99.99% network uptime. Whilst Customer’s are free to monitor network uptime on their systems and other monitoring services, Imani Labs Ltd proactively monitors network uptime and the results of these monitoring systems shall provide the sole and exclusive determination of network uptime.
Imani Labs Ltd has internal notification tools for Juabill service problems. Additionally, Customer may report problems to Imani Labs Ltd Support. Once notified Support will respond as per the SUPPORT POLICY (show below). Note that these guidelines specify the time to begin investigation of the problem, not the length of time within which such problem will be resolved.
| Service Maintenance Times (Day) | Service Maintenance Times (Hours) |
|---|---|
| Monday to Friday | 8pm to 4am (EAT) |
| Saturday | 12pm to 12 am (EAT) |
| Sunday | 12pm to 12 am (EAT) |
Disclaimer of Actions Caused by and/or Under the Control of Third Parties. IMANI LABS Ltd DOES NOT AND CANNOT CONTROL THE FLOW OF DATA TO OR FROM IMANI LABS Ltd NETWORK AND OTHER PORTIONS OF THE INTERNET. SUCH FLOW DEPENDS IN LARGE PART ON THE PERFORMANCE OF INTERNET SERVICES PROVIDED OR CONTROLLED BY THIRD PARTIES. AT TIMES, ACTIONS OR INACTIONS OF SUCH THIRD PARTIES CAN IMPAIR OR DISRUPT CUSTOMER’S CONNECTIONS TO THE INTERNET (OR PORTIONS THEREOF). ALTHOUGH IMANI LABS Ltd WILL USE COMMERCIALLY REASONABLE EFFORTS TO TAKE ACTIONS IT DEEMS APPROPRIATE TO REMEDY AND AVOID SUCH EVENTS, IMANI LABS Ltd CANNOT GUARANTEE THAT SUCH EVENTS WILL NOT OCCUR. ACCORDINGLY, IMANI LABS Ltd DISCLAIMS ANY AND ALL LIABILITY RESULTING FROM OR RELATED TO SUCH EVENTS.
Incident reports are handled via our Customer Support Email; support@imanilabs.com and Live Chat located at https://juabill.com/. We prioritize tickets by severity, and handle issues where Services is completely unavailable before tickets where Services is slow, and those before general questions about our service or general advice. Shown below is a guide to the Imani Labs Ltd Severity Levels that the Ticket Response Goals specify the time to begin investigation of the problem, not the length of time within which such problem will be resolved:
| Severity Levels | Explanation | Ticket Response Goals |
|---|---|---|
| Level 1 - Emergency | Juabill.com and Dashboard is down, business operations severely impacted with no workaround; or a security issue. | Within 30 minutes during our Business Hours, and except as otherwise provided herein, we guarantee response within 5 business hours. |
| Level 2 - High | Juabill Dashboard is operational but significant disruption of business operations; no stable workaround. | Within 1-hour during our Business Hours, and except as otherwise provided herein, we guarantee response within 5 business hours. |
| Level 3 - Medium | Issues causing moderate to low business disruption with a slow Dashboard or any issue for which there is a stable workaround available. | Within 2-hours during our Business Hours, and except as otherwise provided herein, we guarantee response within 5 business hours. |
| Level 4 – Low | Juabill.com is operational, as is the Dashboard; no significant disruption of business operations; issues with little time sensitivity such as general questions | Within 4-hours during our Business Hours, and except as otherwise provided herein, we guarantee response within 5 business hours. |
The goal of the Support Team is to provide specific support around the features and functionality of the platform. Our support team may review the implementation of software in a particular instance in an effort to diagnose problems, however, we cannot guarantee support for any installed software itself. We will do our best to help any user with their issues to the best of our abilities.
Paid commercial support and development services are also available for should you need it. Please Email: support@imanilabs.com to discuss this option.