Uptime: This is the amount of time that services are running and accessible to the customer. Uptime is generally tracked and reported every calendar month.
Downtime: This is the total accumulated time the service is unavailable.
2.0 Service-Level Agreement (SLA)
2.1. Uptime Commitment and Scope
Aidi will use commercially reasonable efforts to make service available with an uptime percentage of at least 99%.
This uptime commitment is calculated exclusively on the client's own production environnement. It does not apply to any additional development, pre-production or training environnements provided to customers.
The uptime percentage is based on the availability of the production environnement. If the service experiences performance issues (slowdowns) but the environment is still available to the client, this time period is not defined as downtime and the service is still considered as available.
2.2 SLA Exclusions
The following exclusions will not be accounted for in the calculation of any SLA:
Downtime that occurs outside normal business hours defined in Section 5.0 - Customer Support Availability;
Downtime that occurs as a result of a planned maintenance window where that client has received, before the beginning of the service interruption, a formal written notice describing the time, date, impact and duration of the downtime;
Events caused by the Customer's, Collaborators’ or Authorized Users’ hardware and software equipment;
Events caused by the Customer's, Collaborator’s or Authorized Users’ Internet connection;
Events caused by prohibited use or attempted use of the Platform;
Events caused by extraordinary events / Act of God.
3.0 Customer Support
Aidi knows that providing the best possible support to our customers is critical to making our customers successful.
3.1 Contact Information
Aidi's support team can be contacted through the following channels:
Email: support@aidi.io
Telephone Number: 1-888-381-2230
Web and chat: wiki.aidi.io
The following services and documentation are provided through these channels:
Monitored telephone and/or email support;
Remote assistance using chat and/or videoconference, whenever necessary;
Product documentation available for customers on our wiki.
3.2 Service Requests Scope
Services Requests can be submitted and tracked through the aforementioned channels. Each request is tracked through a formal ticketing system until completion. The scope of such requests are, but not limited to,:
Report an incident, error or malfunction of the product;
Ask a question on how the product functions;
Request help on how to use the product;
Request modification to customer data or reports that can only be performed by Aidi's customer support team;
Execute batch changes or scripts on a given data.
Depending on the impact of the service request, response and resolution times will vary according to the table presented in section 6.0.
4.0 Service Management
Effective support of in-scope services is a result of maintaining consistent service levels.
5.0 Customer Support Availability
Email support:
Email support from 9AM to 5PM EST on Monday to Friday.
Telephone support:
Support from 9AM to 5PM EST on Monday to Friday.
Chat support:
Support from 9AM to 5PM EST on Monday to Friday.
Our customer support is also unavailable during statutory Canadian and Quebec holidays.
Particular enterprise-level support by a designated person or team can be given outside these standard availabilities.
6.0 Service Requests
Aidi will provide ongoing support to customers using the approved service support channel and knowledge base resources. When a request or transaction is submitted, Aidi will authenticate the customer to verify their identity in proportion to the risk of the request or transaction.
In support of services outlined in the agreement,Aidi will initiate a first response to service-related incidents and/or requests submitted by the customer within the following timeframes:
Priority
Detail of impacts
Response time
Resolution time
Level I (Urgent)
No access (unavailable environment) for one or more clients to a production environment or significant degradation of service for multiple features impacting one or more clients.
30 minutes
4 business hours
Level II (High)
Affects more than one client with a significant degradation of service for a major feature*.
60 minutes
2 business days
Level III (Normal)
Affects a secondary feature for more than one client.
90 minutes
Up to 10 business days
Level IV (Low)
Any other request that has no impact on provided service or affects a secondary feature for only one client.
24 hours
Case per case
*Major features of the Aidi software are defined as follow (any other feature is defined as ''secondary''):
Login and authentification (including SSO integration)
Project page/list
Budget management
Contract and Contractual Change management
Scheduler
Payment request and Invoicing
Logbook
Notifications
Loading and Data integrity of Cost Summary feature
If only one client is affected by a significant degradation of a major feature, the incident can be classified by the support agent as Level II or III depending on his/her assessment of the incident's impact on the client's operations.
All response times and resolution times are calculated from the ticketing system and ignore all other formal or informal communications besides the official incident reporting channel through the ticketing system.
7.0 Customer Requirements
Aidi is expected to have customer representatives available for a reasonable period of time when resolving service-related incidents or requests.
It is expected that customers will provide payment of all support costs at the agreed interval.
Any specific request that is outside the scope of the Client's contract will be charged individually. Upon request, the Support team will refer the Client to his Account Manager to agree on the scope and cost before his request is executed.
In case of a discrepancy between this Policy and the official Terms and Conditions of the Aidi product, the Terms and Conditions shall have precedent.
