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Service Level Agreement
Last Updated: September 22, 2017
This Narvar Service Level Agreement describes the service levels Narvar provides to its customers (“Company”) for Narvar’s web hosted post-purchase experience service (“Service”). 01 Service Availability. Narvar will use commercially reasonable efforts to maintain the availability of the Service to Company as follows: This Narvar Service Level Agreement describes the service levels Narvar provides to its customers (“
99% each calendar month(The availability percentage does not include interruptions due to scheduled downtime, or network interruptions not caused by Narvar. Availability is as measured by Narvar acting reasonably and in good faith.)
1:00am – 1:15 am Pacific Time weekly on Saturdays, or as Narvar otherwise notifies Company no less than twenty-four (24) hours in advance.
02 Support. For inquiries related to system outages, please contact support at firstname.lastname@example.org, or call 866-528-0244.
03 Service Availability Commitment. Narvar ensures the Service will meet the Service Availability above. In the event that the Service does not meet the Service Availability, Company is eligible to receive Service Credits. “Service Credits” means credits available to Company if the Service Availability is not met for any given calendar month, if Company, within thirty (30) days after the end of a such calendar month, applies to Narvar for such credit. After Narvar receives such a request and confirms that the Service Availability has not been met, Narvar will provide Company with a credit towards the Company’s subscription fees during the next applicable invoice calculated as follows: for each percentage or fraction of a percentage of downtime below the Service Availability per calendar month, Company will be entitled to a credit for the corresponding percentage or fraction of a percentage of the applicable subscription fees paid by Company that are attributable to that month up to a maximum of ten percent (10%) of the portion of the subscription fees attributable to a calendar month. In no event shall Company set-off any service credits against the amounts that it owes Narvar. THIS SECTION 2 SETS FORTH COMPANY’S SOLE AND EXCLUSIVE REMEDY AND NARVAR’S SOLE AND EXCLUSIVE OBLIGATION UNDER THIS SERVICE LEVEL AGREEMENT.
04 Exclusions from Narvar’s Availability Levels. Narvar is not obligated to meet Service Availability levels in the following situations: (a) the problem is caused by Company’s or one of its authorized user’s negligence or hardware; (b) the problem is caused by the failure of public networks, or communication components, or third party software or systems or other factors outside of the reasonable control of Narvar including but not limited to force majeure; (c) the problem is caused by Company’s or one of its authorized user’s desktop or browser software; or (d) Company has not paid fees under the Agreement when due.