Service level agreement
Service level agreement
Version v1 May 2023
Introduction
This Service Level Agreement (SLA) sets out the KPIs, by which the TestGorilla SaaS solution is measured. If TestGorilla does not achieve and maintain the KPIs as described in this SLA, then the Customer may be eligible for a Service Credit against future fees payable.
TestGorilla may update or amend the SLA from time to time and new versions will be available online together with the earlier versions. Any material changes to the KPIs in the SLA must be managed through the contract change process outlined in the Agreement.
1. Key Performance Indicators (KPIs)
1.1 Service availability
Plan | KPI | Service Credits |
|---|---|---|
Free Forever Starter Plan | Service Availability = 99.5% | No |
Pro Plan | Service Availability = 99.5% | Yes |
Service Availability is calculated (in any given month) as follows:
[((Total Time - Service Outage)/ Total Time) * 100]
The measurement point for Service Availability is the TestGorilla production data center’s internet connection points.
Customer may request a Service Availability report no more frequently than once per month via the help center.
1.2 Disaster Recovery
Plan | KPI | Service Credits |
|---|---|---|
Free Forever | N/A | No |
Starter Plan | N/A | No |
Pro plan | RTO ≤ 48 hours | Yes |
The RTO is measured from the time the Production Environment becomes unavailable as a result of the Disaster until it is available again.
Customer may request an RTO report after any Disaster.
1.3 Support
Support Services may include the following activities: Support, Self-help, General advisory and other related services. TestGorilla provides 24/7 self-help services through online resources. All users and candidates can access these resources through support.testgorilla.com. Support Cases shall be logged in English (or other supported languages listed on the website of TestGorilla). Users and Candidates are able to submit Incident Cases on a 24x7 basis via the help center (support.testgorilla.com) or the chat window on the website.
Incident Cases will be classified and handled as follows:
Priority | Incident level | KPI | Service credit |
|---|---|---|---|
Free Forever | The recruitment process is disabled by the issue, causing a major disruption | Initial Response Time = 8H Initial Resolution Time = 48H | No |
Starter Plan | The recruitment process is disabled by the issue, causing a major disruption | Initial Response Time = 8H Initial Resolution Time = 48H | No |
Pro Plan | The recruitment process is disabled by the issue, causing major disruption | Initial Response Time = 4H Initial Resolution Time = 24H | No |
TestGorilla will work during Business Hours to provide a Resolution or workaround. Customers will need to be able to answer TestGorilla inquiries and provide all relevant information. This may include providing detailed step-by-step problem descriptions and screenshots as required to reproduce the Incident. TestGorilla has no obligation to correct defects or errors relating to user error or incorrect use of the Service.
1.4 Service credit calculation
As the Customer’s sole and exclusive remedy in the event of a failure by TestGorilla to meet the KPIs in this SLA (that are eligible for a Service Credit) and upon receipt of a written demand, TestGorilla shall provide a Service Credit in accordance with the following:
Number of months of missed KPI (consecutive) | Service Credit entitlement is claimable as a % of the SaaS fee paid for the applicable month that the Service does not meet the KPI |
|---|---|
First month | 10% of the second month |
Month 2 | 20% of the first month |
Month 3 | 30% of the third and following months |
Monthly accumulation of Service Credits shall apply in relation to each KPI individually and Customer is eligible for only one Service Credit amount for any given month. Accrued Service Credits in any service year shall (if claimed) be deducted from subsequent future annual subscription invoices (if applicable).