Last updated Sep 2021
This Agreement represents a Service Level Agreement ("SLA" or "Agreement") between Multiplier Software Inc. and customers for the provisioning of IT services required to support and sustain the Software as a Service products.
This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.
This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.
The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customers by the Service Provider.
The goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider and Customers.
The objectives of this Agreement are to:
The following Service Provider and Customers will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:
IT Service Provider: Multiplier Software Inc. ("Provider")
IT Customer(s): Multiplier's SaaS products users("Customer")
This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.
The Business Relationship Manager ("Document Owner") is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.
Business Relationship Manager: Multiplier Software Inc.
Review Period: Yearly (12 months)
Previous Review Date: -
Next Review Date: Setepbmer 1, 2021
The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.
The following Services are covered by this Agreement;
Customer responsibilities and/or requirements in support of this Agreement include:
Service Provider responsibilities and/or requirements in support of this Agreement include:
Assumptions related to in-scope services and/or components include:
Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames: