Service Level Agreement
Last Updated: 26th March 2018.
This Accredible Service Level Agreement (this “SLA”) is a policy governing the use of the Products and Services by you or the entity you represent (the “Client”) under the terms of the Terms of Service between EdInvent Inc. d.b.a. Accredible and its affiliates (the “Service Provider”) and you. This SLA applies separately to each account using the Products and Services. We reserve the right to change the terms of this SLA in accordance with the Terms of Service.
Objective of the Agreement
This service level agreement (SLA) describes the levels of service that the Client will receive from the Service Provider.
The Client depends on IT equipment, software and services (together: ‘the IT system’) that are provided, maintained and supported by the Service Provider.
This Agreement sets out:
- the services we provide to customers.
- the overall standard which we aim to achieve in the provision of our services.
- a mechanism for resolving any problems relating to the delivery of the service.
Authorised Users: those employees, agents and independent contractors of the Client who are authorised by the Client to use the Certificate Cloud Services and who have been supplied user identifications and passwords by the Service Provider.
Business Day: any day which is not a Saturday or a Sunday or a UK/US national holiday.
Confidential Information: Information that the Client nor the Service provider will share with external parties without prior permission.
Client Data: any electronic data, content or information, that has not been made publicly available and is inputted or submitted by Authorised Users of Client or by the Service Provider on the Clients behalf to the Certificate Cloud Services.
Certificate Cloud Services: the products and services offered by EdInvent Inc. or Accredible Limited under the name “Accredible Certificates”, “Accredible Portfolios”, “Accredible Professional Profiles” or successor branding, that are ordered by the Client and made available by the Service Provider. “Certificate Cloud Services” exclude Third-Party certification, testing, identity verification and non EdInvent Inc. or Accredible Limited applications.
Objectives of the Service
Accredible Certificate Management System provides credentials for the Client which represent achievements. The Client may create, update, remove and delete credentials and deliver them to its own clients. It provides various view formats such as digital certificates which may be viewed on the Internet by third parties. Recipients may view, share, update and control the privacy of their credentials.
The primary aims of the Service are to: provide an effective process for creating, managing and delivering credentials; market the Client and its services; minimize the cost of credentialing.
This service level agreement covers only the software and services in the tables below. This list may be updated at any time with agreement from both the client and Service Provider.
The Service Provider guarantees response times for all items listed in this section.
In order to enable the client to do business effectively, the Service Provider guarantees that the above below will be available for a certain percentage of time. Uptime penalties in any month cause an automatic discount of 10% of any fees due to the Service Provider for that month. If an annual (rather than monthly) payment has been chosen by the Client, the client will receive a cash payment as compensation from the Service Provider equal to ten percent of the annual plan’s price divided by twelve. Uptime measurements exclude periods of routine maintenance, which may include (but is not limited to) server upgrades, security audits and product upgrades that require normal operation of the product or services to be temporarily suspended. All such routine maintenance that requires such downtime must be agreed between the supplier and client in advance.
Table 1: Accredible Certificate Management System key features
|Create new certificate designs using Accredible’s certificate designer||99%|
|Issue certificates to recipients automatically via email using spreadsheet upload, manual data entry or the Accredible API||99%|
|Update live certificates, fixing erroneous names or course information without having to re-issue.||99%|
|Delete certificates or set them to expire automatically after a time||99%|
|Automatic URL verification and cloud hosting for each certificate||99%|
|Analytics on how your certificates are used and where they are being shared||99%|
|LinkedIn, Twitter & Facebook social sharing integration||99%|
|Downloadable & printable PDF version of each certificate||99%|
|Mobile phone and tablet certificate views of certificates||99%|
Table 2: Accredible Concierge Service
|Item||Response time guarantee|
|Accredible will respond to any support or help requests, or any questions or issues that the Client has sent via to firstname.lastname@example.org.||5 business days|
|Data backup and export.||10 business days|
|Data extraction.||60 business days|
This SLA is written in a spirit of partnership. The Service Provider will always do everything possible to rectify every issue in a timely manner.
However, there are a few exclusions. This SLA does not apply to:
- Any equipment, software, services or other parts of the IT system not listed above.
- Software, equipment or services not purchased via or managed by the Service Provider.
Additionally, this SLA does not apply when:
- The problem has been caused by using equipment, software or services in a way that is not recommended.
- The Client has made unauthorised changes to the configuration or set up of affected equipment, software or services
- The Client has prevented the supplier from performing required maintenance or update tasks
- The issue has been caused by unsupported equipment, software or other services.
This SLA does not apply in circumstances that could be reasonably said to be beyond the Service Provider’s control. For instance: floods, war, acts of God and so on.
This SLA does not apply if the client is in breach of its contract with the supplier for any reason (e.g. late payment of fees).
However, the Service Provider aims to be helpful and accommodating at all times, and will do its absolute best to assist the Client wherever possible.
The Service Provider will provide and maintain the Accredible Certificate Management System and Concierge Service used by the Client and will:
- Ensure relevant software and services are available to the Client in line with the uptime levels listed above.
- Respond to support requests within the timescales listed above.
- Take steps to escalate and resolve issues in an appropriate, timely manner.
- Maintain good communication with the Client at all times.
The Service Provider’s Customer Success team is responsible for responding to requests and providing concierge services. The Customer Success team is available via email at email@example.com.
The Client will:
- Use the Service Provider’s software and services as intended.
- Notify the Service Provider of issues or problems in a timely manner.
The Client may export data from the platform at any time by using the provided functions or submitting a request to firstname.lastname@example.org.
The Client may remove data from the Services at any time but understands that the Services cannot be provided once data has been removed. To remove data from the platform the Client must submit a request to email@example.com detailing the data they would like to have removed. The Service Provider must permanently and irreversibly remove the requested data. Data extraction may take up to 60 business days.