Service Level Agreement for Marven IQ
This Service Level Agreement (SLA) outlines the commitments and expectations regarding the availability and support of the Marven IQ Professional Development Tools software/service.
Uptime Commitment
Marven IQ commits to an uptime of 99.9% per calendar month, excluding scheduled maintenance. Uptime is calculated as follows:
- Uptime Percentage = (Total Minutes in Month – Downtime Minutes) / Total Minutes in Month
Scheduled Maintenance
Scheduled maintenance will occur regularly and will be communicated to customers at least 48 hours in advance. Maintenance windows will typically occur during off-peak hours to minimize impact on users. The duration of scheduled maintenance will not exceed 4 hours per month.
Incident Response Times
Marven IQ provides the following incident response times based on the severity of the issue:
- Critical Issues: Response within 1 hour
- High Issues: Response within 4 hours
- Medium Issues: Response within 1 business day
- Low Issues: Response within 3 business days
Support Tiers
Marven IQ offers the following support tiers:
- Tier 1: Basic support via email and online documentation
- Tier 2: Enhanced support via phone and email for urgent issues
- Tier 3: Dedicated account manager for enterprise customers
Exclusions
The following events are excluded from the uptime calculation:
- Scheduled maintenance
- Force majeure events (natural disasters, etc.)
- Customer-induced downtime (e.g., misuse or configuration errors)
Credits for Downtime
If Marven IQ fails to meet the uptime commitment, customers are eligible for service credits as follows:
- Less than 99.9%: 10% credit of monthly fee
- Less than 99.0%: 25% credit of monthly fee
Credits will be applied to the next billing cycle and must be requested within 30 days of the downtime incident.