InstantEngage Service Level Agreement

Definitions

1. SLA or Agreement - Refers to this Service Level Agreement and all of the terms stated herein.

2. Software - Refers to the InstantEngage software consisting of the program executable, documentation, configurations files and other related files or data required to operate with InstantEngage .

3. Customer - Refers to Your Company Name

Preamble

This SLA states the services and standards of service provided by Pendulab Pte Ltd to Customer. Pendulab is committed to providing a high level of service to ensure that the Software is successfully implemented on the Customer's web site(s).

This SLA is intended to guarantee that the Customer will receive a fast response to the Customer's needs, questions and requests for support. It aims to ensure a mutual understanding on the level of expectations for the quality and time frame for response provided by Pendulab.

The objectives of this SLA are:

1. Provision of an effective technical support and after-sales service via the SLA

2. Meeting the expectations of the Customer under the terms of this SLA.

3. Provision of the compensation terms should Pendulab fails to meet the guarantees.

The metrics of this SLA, which will be used as a quantified measurement of the level of service expected by customer and provided by Pendulab, will be stated as follow:

Email Response Time Frame (Clause I)
Pendulab guarantees that it will respond to a Customer's email within 12 hours from the time the email is received. This service will be available from Monday to Sunday, seven days a week. If the nature of the Customer's email is a "request for support", a response from Pendulab may or may not lead to a successful resolution of the support case initiated by Customer. However, Pendulab will strive to solve all support cases in a timely manner. A qualified support case should report a program "bug" only and does not apply to a request for additional features for the Software. Customer must send all emails to support@pendulab.com in order for Pendulab to log a customer's email. If the customer sends an email to another email address, other than support@pendulab.com, Pendulab will not guarantee that the Customer's email will be responded to within 12 hours from the time the email is received.

24/5 Phone Response Time Frame for Platinum Support (Clause I.I)
Pendulab offers a 24 by 5, Monday to Friday, phone support service to customers. Pendulab's Service Engineer will ensure that all calls are taken as promptly as possible. If our Service Engineer is busy, a callback request will be made to the Customer. Pendulab guarantees that it will reply to the Customer's callback request within 4 hours.

Scope of Guarantee (Clause II)
Pendulab guarantees Clause I above on every work day, public holidays and weekends. In essence, the scope of this guarantee covers 24 hours a day, 7 days a week, 365 days a year. This guarantee does not apply if the email sent by the Customer is "lost" while in transit to Pendulab's mail box account. This can happen due to a network failure that occurred during a transit.

Compensation
Pendulab will, at Pendulab's sole discretion, provide the following terms of compensation for the failure to meet the guarantee stated in Clause I and Clause II above:

• If the Customer has purchased the InstantEngage Hosted service, Pendulab will award one free day credit through service extension for each day that the Customer's email is not responded to after the first 24 hours from the time the Customer's email is received. This compensation award will be capped at a maximum of thirty day credit for each Customer for each calendar year, regardless of the number of times Pendulab has failed to meet the guarantees.

 

This SLA will be effective for an indefinite period, if the Customer acquires the InstantEngage Hosted plan AND if the Customer has consistently paid for the monthly service fee.