The purpose of this Service Level Agreement (SLA) is to define the expectations, responsibilities, and commitments of both Managry s.r.o. and customers in regards to the delivery and support of the software Services.

This Service Level Agreement applies to Managry s.r.o. customers with active paid subscription to Managry's Services.

Interpretation and Definitions

Interpretation

The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in the singular or the plural.

Definitions

For the purposes of this Service Level Agreement:

• Services mean:

  • Current Timesheets software
  • Current Field Service software

• Client is a customer with active paid subscription to Services.

• Maintenance Time means the time (in minutes) for maintenance periods scheduled with advanced notice to Client to perform system maintenance, update, upgrades, and backup for the Services.

• Excluded Time means the time (in minutes) the Services are unavailable to Client due to any event or circumstance beyond the reasonable control of Managry, including natural catastrophes, governmental acts, war, terrorism, labor strikes or difficulties, interruptions or failure of the Internet, failures of third-party network connections, or service outages of third-party service providers.

• Unscheduled Downtime means total time in minutes of any unavailability of the Services that occurs other than due to Maintenance Time or Excluded Time.

• Reporting Period means a calendar month.

Service availability

Managry will use commercially reasonable efforts to make the Services available at least 99.5% of the time in a Reporting Period, excluding for Maintenance Time and Excluded Time.

Service Availability will be calculated for each Reporting Period as follows, expressed as percentage:

where

• TM - Total minutes in Reporting Period
• MT - Maintenance Time
• ET - Excluded Time
• UD - Unscheduled Downtime

Service credits for Service Availability

If Managry does not meet the Service Availability commitment in a Reporting Period, Client will be eligible to receive a Service Credit equal to:

• 5% of the applicable Fees paid by Client for the Reporting Period if Service Availability is less than 99.5%, but more or equal than 98%.
• 10% of the applicable Fees paid by Client for the Reporting Period if Service Availability is less than 98%.

Client must request Service Credit

Client must make a request for credit within ten business days after the end of the relevant Reporting Period. The Client must also provide Managry with a log file showing the loss of access to service and the date and time they occurred. If Client does not comply with these requirements, Client will forfeit its right to receive a Service Credit.

All credit requests will be verified against Managry's system records. The service credits will then be applied to reduce the amount payable by Client for the following Reporting Period.

Changes to this SLA

We may update this Service Level Agreement from time to time. We will notify You of any changes by posting the new Service Level Afreement on this page and updating the “Last updated” date at the top of this page.

We may also attempt to notify You via email and/or provide notice through Our Services.

You are advised to review this Service Level Agreement periodically for any changes. Changes to this Service Level Agreement are effective when posted on this page.