Last updated: November 3, 2022
During the term of your IDmelon license, the “End-user License Agreement”, the IDmelon web admin interface, and web services will be operational and available to you (“Customer” or “your”) at least 99.9% of the time in any calendar month (the “IDmelon SLA”). This IDmelon SLA states Customer’s sole and exclusive remedy for any failure by IDmelon (“company”, “we”, “us”, or “our”) to meet the IDmelon SLA. Unless otherwise provided herein, this SLA is subject to the terms of the End-user License Agreement. IDmelon reserves the right to change it from time to time. We will alert you about any changes by updating the “Last updated” date of this SLA, and you waive any right to receive specific notice of each such change. Please, ensure that you check the applicable terms every time you use our Services so that you understand which terms apply. You will be subject to, and will be deemed to have been made aware of and to have accepted the changes in any revised SLA by your continued use of the Service after the date such revised SLA is posted.
“Downtime” means any period of time when there is more than a five percent user error rate across all of a Customer’s users, in which the users are unable to log in to their panel or end-users are unable to use IDmelon Authenticator application as at least ten valid authentication requests are issued. Intermittent Downtime for a period of less than five minutes will not be counted towards any Downtime periods.“Scheduled Downtime” It means periods of scheduled unavailability of the IDmelon system and user authentication service in order to perform routine service maintenance, upgrades, and testing. IDmelon will notify Customer via electronic mail of Scheduled Downtime and anticipated impact to user authentication service and specific functionality in advance of the scheduled downtime window. Scheduled Downtime will not exceed four (4) hours in any single calendar week.
“Incident” means (i) any single event, or (ii) any set of events, that result in Downtime.
“Service” means the IDmelon passwordless authentication service.
“Monthly Uptime Percentage” means total number of minutes in a calendar month minus the number of minutes of Downtime suffered in a calendar month, divided by the total number of minutes in a calendar month.
IDmelon shall maintain Monthly Uptime Percentage of no less than 99.99%.
“Severity Level” means that IDmelon shall respond to Customers’ support requests and Resolve errors in accordance with the applicable Severity Level, Response Time, and Resolution Time set forth in the Severity Level table below. “Response Time” will be measured from the time IDmelon receives a support request until IDmelon has responded to that support request. “Resolution Time” will be measured from the time IDmelon receives a support request until IDmelon has Resolved that support request. “Resolve“, “Resolved“, “Resolution” and correlative capitalized terms mean that IDmelon has addressed the Error, whether by a work-around or any other reasonable means, that prompted that support request.
The error results in complete interruption of system that impacts all users and no viable workaround exists. Customer must call IDmelon at +1 604-783-2267 to report a Severity Level 1 error.
IDmelon shall acknowledge receipt within one (1) hour of Customer’s submission of a support request. IDmelon shall provide hourly updates via email.
IDmelon shall Resolve the support request as soon as practicable and no later than twenty four (24) hours after IDmelon’s receipt of the support request.
The error has a (i) severe impact on performance, important services/components are not functioning, or a subset of users cannot access necessary functionality in system; or (ii) critical business impact and deployment is delayed with a hard deadline approaching. Customer must call IDmelon at +1 604-783-2267 to report a Severity Level 2 error.
IDmelon shall acknowledge receipt within two (2) hours of Customer’s submission of a support request. IDmelon and Customer will mutually agree on a schedule for ongoing updates.
IDmelon shall Resolve the Support Request as soon as practicable and no later than forty eight (48) hours after IDmelon’s receipt of the support request.
The error has a low impact on a small number of users. Customer must contact IDmelon at email@example.com to report a Severity Level 3 error.
IDmelon shall acknowledge receipt within one (1) business day of Customer’s submission of a support request. IDmelon will provide ongoing updates every five (5) days.
IDmelon shall Resolve the support request as soon as practicable and no later than ten (10) days after IDmelon’s receipt of the support request.
Customer is letting IDmelon know about a minor problem or enhancement request for which feedback is not required. Customer must contact IDmelon at firstname.lastname@example.org to report a Severity Level 4 error.
IDmelon shall acknowledge receipt within three (3) business days of Customer’s submission of a support request.