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myDW - Service Level Agreement (SLA)

Updated

myDW Service Level Agreement

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Affected Roles: All Users

Related Digital Watchdog VMS Apps: myDW Services

Last Edit: August 12, 2025

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1. SLA Definitions

  1.  “Unavailable” and “Unavailability” means N consecutive error or no-response requests to a Cloud Service, excluding:
    1. Scheduled maintenance communicated within its notice window
    2. Issues caused by Reseller’s environment
    3. Reseller equipment, domains, or credentials
  2.  “Partially Unavailable” (or “Performance Degradation”) means N consecutive requests resulting in delayed responses (≥300% of normal latency).
  3.  “Incident Response Time” means the elapsed time from Reseller or monitoring-service Incident creation to Company's first substantiative communication.
  4.  “Incident Resolution Time” means the elapsed time from Incident creation to restoration of full service, excluding Reseller-driven delays.
  5.  Incident Priorities are assigned as follows:
    1. Priority 1: Any P1 service Unavailability.
    2. Priority 2: Any P2 service Unavailability or any P1 service Partial Unavailability.
    3. Priority 3: Any P3 service Unavailability or any P2 service Partial Unavailability.

 

2. Service Commitments

Provider shall use commercially reasonable efforts to meet the following commitments:

  1.  Cloud Services will meet the Availability percentages set forth in Section 3 below.
  2.  Upon Reseller or monitoring-service notification of an Incident, Company will deliver an initial response within the timeframes specified per Incident Priority in Section 3 below.
  3.  Company will restore service to an Available state within the timeframes specified per Incident Priority in Section 3 below.

 

If company fails to satisfy any Service Commitment, Reseller shall be eligible to receive Service Credits as described in Section 4 of this Exhibit.

 

3. Service Commitments & Credit Table

Category

Key Performance Indicator

Service Commitment

Service Credit

 (% of Monthly Fee)

Availability

Authorization & Cloud Connection (P1)

≥ 99.5 % availability

≤ 1 %

Cloud Portal (P2)

≥ 99.5 % availability

≤ 1 %

Channel Partners (P2)

≥ 99.5 % availability

≤ 1 %

Licensing (P2)

≥ 99.9 % availability

≤ 0.5 %

Emails from Cloud Portal (P2)

≥ 99.5 % availability

≤ 1 %

Push Notifications (P3)

≥ 99.5 % availability

≤ 1 %
       

Incident Management Response

Priority 1

≤ 2 hours

(See Availability Table)

Priority 2

≤ 4 hours

-

Priority 3

≤ 12 hours

-
       

Incident Management Resolution

Priority 1

≤ 8 hours

-

Priority 2

≤ 24 hours

-

Priority 3

≤ 72 hours

-

 

**NOTES:

  • All percentages and timeframes are calculated during Business Hours, excluding scheduled maintenance.
  • Availability is measured per five-minute interval over each monthly billing cycle.

 

4. Service Credits

  1.  Calculation: Service Credits are dollar-credits equal to the percentage specified in Section 3 of the total fees for the affected monthly billing cycle, subject to 30% cap.
    Multiple breaches within one cycle yield the highest single Credit. Credits apply only against future payments or, at Provider’s discretion, the original payment method.
  2.  Eligibility: Credits accrue only if the monthly aggregate exceeds US $1.00.

 

5. Credit Request and Payment Process

To request Service Credits, Customer must submit a support ticket with:

    1. “SLA Credit Request” in the subject header
    2. Documentation of each missed Service Commitment date/time
    3. Corroborating logs or records (sensitive data redacted)

Requests must be received no later than the end of the second billing cycle following the missed commitment. Provider will review and, if approved, issue credits within one subsequent billing cycle.

 

6. SLA Exclusions

Provider’s Service Commitments do not apply to Unavailability or performance issues caused by:

  1. Force majeure or Customer’s Internet/third-party network
  2. Customer’s refusal of recommended changes or delays in approvals
  3. Customer or third-party equipment or software
  4. Provider’s suspension/termination of Customer’s Cloud access
  5. Unauthorized use of Customer account credentials

 

 

 

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For More Information or Technical Support

DW Technical Support: https://www.digital-watchdog.com/contact-tech-support/

DW Sales: sales@digital-watchdog.com | www.digital-watchdog.com

Rev: 06/25                              Copyright © DW. All rights reserved. Specifications and pricing subject to change without notice.                            

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