SERVICE LEVEL AGREEMENT

The Service

The Service (Stacks Web Platforms and Mobile Apps) is defined as the application that provides websites and mobile apps services to the customer’s end users/patrons.

Downtime

Downtime is any period of time greater than ten (10) minutes in duration, in which end users cannot use the service for its intended purposes, including searching, viewing results, browsing website content and following links to resources. Downtime may manifest itself as the inability to complete actions due to application errors, or may result from slow performance. Stacks will be the sole party responsible for measuring and reporting downtime.

Availability

Availability is the numeric inverse of downtime. For any given period of time that users can use the service for its intended purposes, the application is available. Downtime plus availability shall equal 100% of the time in a given year. Stacks will be the sole party responsible for measuring and reporting availability.

Performance

Performance is defined as the amount of time for pages to be delivered to the end user’s browser from the instant their request was submitted. This is referred to as End-To-End Performance. The service will consist of several pages that will contribute to the site’s overall performance. Stacks will be the sole party responsible for measuring and reporting site performance.

Service Availability

Stacks is committed to ensure that the service is available 99.9% of the time per year, excluding any planned maintenance. This equates to no more than 8.76 hours per year of unplanned downtime. In the event that the Service exceeds 8.76 hours of unavailability, any subsequent incident of unplanned downtime per day would result in Stacks extending the customer’s subscription by one day per incident. No more than one day of subscription extension would be granted for any amount of downtime incurred in a 24-hour period.

Service Performance

The Service is designed to have all pages be delivered in an average of five (5) seconds or less. If the average page response time is greater than five (5) seconds for more than twelve (12) consecutive hours, Stacks will extend the customer’s subscription by one day.

Planned Maintenance

While Stacks operates the Service in a manner that is designed to be available 24 hours per day, 365 days per year, it reserves the right to plan maintenance that would cause Downtime. It shall limit downtime due to planned maintenance to less than eight (8) hours per year

 

For more information, contact your EBSCO representative.