Service Level Agreement
This Service Level Agreement (SLA) applies to the customers who subscribe to a support plan, with the level of service defined herein being contingent upon the specific support plan subscribed to by the customer. This SLA is a part of, and is subject to, the terms of service; capitalized terms used herein, unless otherwise indicated herein, have the meaning specified in the Agreement. In the event of any conflict or inconsistency between the Korean version and any translation into other languages, the Korean version shall prevail.
This SLA may be amended in accordance with the procedures set forth in the terms of service, and the SLA in effect at the time of the Service Unavailability will apply.
This SLA may be amended in accordance with the procedures set forth in the terms of service, and the SLA in effect at the time of the Service Unavailability will apply.
Definitions
“Service Unavailable” means service failure or severe degradation; No Workaround.
“Monthly Availability Percentage (%)” is calculated as 100 x [(A - B) / A], where:
“Monthly Total Minutes” are the total minutes in a calendar month.
“Unavailable Monthly minutes” is the sum of minutes during a calendar month when the service was unavailable, excluding scheduled maintenance, periods of unavailability less than five (5) minutes, and specified exclusions.
Scheduled Maintenance refers to scheduled interruptions of service operations to upgrade and improve functionality and stability, with advance notice provided to customers at least twenty-four hours (24) prior through email or service notifications.
“Service Credit” is a remedy offered to customers when the “Monthly Availability Percentage” falls below the thresholds specified in the ”Service Commitments” section of this SLA. It is calculated by multiplying the actual fees incurred by the customer for the affected Opensurvey service for the applicable calendar month that the Service Unavailability occurs by the percentage outlined under ”Service Commitments.” Customers eligible for a Service Credit must submit a request within thirty (30) days from the last day of the calendar month that the Service Unavailability occurs. Service Credits, will be applied to future invoices for services, which cannot be refunded or transferred.
“Monthly Availability Percentage (%)” is calculated as 100 x [(A - B) / A], where:
- A = Monthly Total Minutes (as defined below),
- B = Unavailable Monthly minutes (as defined below)
“Monthly Total Minutes” are the total minutes in a calendar month.
“Unavailable Monthly minutes” is the sum of minutes during a calendar month when the service was unavailable, excluding scheduled maintenance, periods of unavailability less than five (5) minutes, and specified exclusions.
Scheduled Maintenance refers to scheduled interruptions of service operations to upgrade and improve functionality and stability, with advance notice provided to customers at least twenty-four hours (24) prior through email or service notifications.
“Service Credit” is a remedy offered to customers when the “Monthly Availability Percentage” falls below the thresholds specified in the ”Service Commitments” section of this SLA. It is calculated by multiplying the actual fees incurred by the customer for the affected Opensurvey service for the applicable calendar month that the Service Unavailability occurs by the percentage outlined under ”Service Commitments.” Customers eligible for a Service Credit must submit a request within thirty (30) days from the last day of the calendar month that the Service Unavailability occurs. Service Credits, will be applied to future invoices for services, which cannot be refunded or transferred.
Service Commitments
| Monthly Availability Percentage | Service Credit |
|---|---|
| Less than 98% | 5% credit equivalent |
Exclusions
Notwithstanding anything to the contrary herein, this SLA does not apply to situations:
- Arising from factors outside of Opensurvey’s reasonable control, such as telecommunications provider issues, natural disasters, war, riots, government actions, or failures of networks or devices either at the Customer’s site or in the connectivity between the Customer’s site and our services.
- Related to the use of Free Services or features currently in beta or preview stages.
- Arising from any actions or inactions of the Customer, its third parties (i.e., the Customer’s employees, agents, contractors, suppliers, etc.), their end-users, or any other person on the Customer-side, including unauthorized actions, failure to act when required, and issues caused by unauthorized access to our network via the Customer’s credentials, or neglect of proper security measures, with the sole exception of actions by Opensurvey's third parties.
- Due to incorrect input, instructions, or arguments from the Customer, for example, execution of a faulty script.
- Associated with violating the Terms of Service or instructions by Opensurvey, or exceeding service quotas by the Customer, their third parties, or their end-users.
- That the Service is suspended to perform Scheduled Maintenance as announced by Opensurvey in advance.
- That the Service is suspended to prevent the spread of an accident that has occurred in the system of a Customer using the Service.
- In the event of Service Unavailability due to illegal infringement from outside, even though Opensurvey has taken protective measures in accordance with relevant laws and regulations.
- That Opensurvey suspends or terminates the Customer’s right to use the Service in accordance with the Terms of Service or a separate contract.
- If the Service Unavailability occurs during the period when the Customer is in arrears with the Service usage fee.
- Failure to resolve issues due to the Customer's lack of timely and reasonable cooperation with Opensurvey in troubleshooting efforts.
- Other cases that are not caused by Opensurvey’s acts (including omissions) and are consistent with the above.
Support Plan
| Standard | |
|---|---|
| Pricing | The greater of 8% of monthly subscription fee or 1 million KRW. |
| Initial Response Time | 2 Business hours |
| Initial Response Time | 12 Business hours |
The business hours are from 9:00 AM to 6:00 PM KST, Monday to Friday, excluding Korean holidays.
Incident Severity Classification
| P1 | A service failure or severe degradation; No workaround. Customer is unable to access any business resources. |
| P2 | Partial Service failure or major degradation. Customer is able to access some but not all business resources. |
revision date