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Accounting & CPA
Service Level Agreement
V20240307
This Service Level Agreement (“SLA”) sets forth the details regarding the level of service and technical support for the Services that apply when your account is in good financial standing.
1. Downtime
a. For purposes of this SLA, a unit of Downtime is one period of at least thirty (30) minutes (“Unit”) during which the Services or a material component of it is unavailable because of problems with or the unscheduled maintenance of Deltek’s hardware or system software (“Downtime”). Downtime does not include (i) problems caused by factors outside of Deltek’s reasonable control, (ii) problems resulting from any actions or inactions by Customer or any third party, (iii) problems resulting from Customer’s equipment and/or third party equipment not within Deltek’s exclusive control, or (iv) network unavailability during scheduled maintenance of Deltek’s network and/or servers. Deltek will periodically monitor Deltek network and server availability using software and hardware components capable of measuring application traffic and responses. Based on its monitoring, Deltek will determine Downtime for the purposes of this Agreement.
b. Deltek’s servers connect to the Internet through redundant high-speed connections on diverse backbones, enabling data delivery to the end user in a quick and efficient manner. Subject to the limitations set out below, in any calendar month, Downtime will not exceed eight (8) Units of Downtime excluding, however, regularly scheduled maintenance. Any regularly scheduled maintenance will be performed between Saturday 5:00 PM PST/PDT and Sunday 11:00 AM PST/PDT. THE SERVICES IS SUBJECT TO LIMITATIONS, DELAYS, AND OTHER PROBLEMS INHERENT IN THE USE OF THE INTERNET AND ELECTRONIC COMMUNICATIONS. DELTEK IS NOT RESPONSIBLE FOR ANY DELAYS, DELIVERY FAILURES, OR OTHER DAMAGE RESULTING FROM SUCH PROBLEMS.
c. If Downtime exceeds eight (8) Units of Downtime in any calendar month, Deltek will, upon Customer’s written request, credit Customer’s account (a “Downtime Credit”) in an amount equal to the pro-rata price for one (1) day of service, for each 4 Units of Downtime in excess of eight (8) Units in any calendar month.
d. To receive Downtime Credit, Customer must request such credit by sending an email to [email protected] within seven (7) days after the occurrence of Downtime. The aggregate maximum number of Downtime Credits to be issued for any and all instances of Downtime occurring in a single calendar month will not exceed seven (7). Downtime Credits will be applied upon issue of the first invoice following the request for Downtime Credit, unless the Downtime occurs in Customer’s final month of service, in which case a refund for the dollar value of the Downtime Credit will be mailed to Customer within thirty (30) days of the expiration of Customer’s service agreement. The credits specified herein shall be Deltek’s sole liability and Customer’s exclusive remedy for Downtime.
