Service Level Agreement

SKUBIQ – Service Level Agreement

Version 1.00

Last updated on October 31, 2022

This Service Level Agreement (“SLA”) contains the supplementary provisions on availability, maintenance, and response and recovery times for the SKUBIQ software as a service (SaaS) provided by Avya Inventrax Pvt. Ltd. (“Inventrax”), that the Customer will receive from Inventrax for the delivery of Support Services, in line with the SaaS Terms.

1. Subject Matter of the SLA

This SLA shall apply to the SKUBIQ SaaS service provided by Inventrax. Inventrax shall provide a highly secure and available network to the level contractually agreed, to supply its customers with Support services. Inventrax makes every possible endeavour to provide customers with constant access to the SKUBIQ SaaS service. This SLA also contains provisions on the remedies for the customer if it experiences a service interruption because of a failure of the SKUBIQ SaaS service.

Unless otherwise agreed in writing by the parties, the SLA shall come into force upon the execution of the first Order Form and the entry by the parties into the SaaS Terms and it shall apply to all current and future contractual relationships between Inventrax and the Customer.

The support is provided on a best-efforts basis in accordance with the SLA stated herein; however, Inventrax cannot be held responsible for delays caused by the customer or for other reasons outside of Inventrax’s control.

The Support Service is provided to all customers who have purchased SKUBIQ subscriptions and is available from the subscription start date to the date of active subscription of the products. 

Inventrax shall, during the Subscription Period, keep the Customer’s Data which shall be available up to 99.9% of the quantified time in line with the SaaS Terms and order form agreed upon between the parties from time to time. 

2. Definitions

“Available” or “Availability” means when the customer has unrestricted access to the SKUBIQ SaaS service provided by Inventrax, subject to the exclusions defined under “Downtime” below.

“Business days” means  Monday to Friday excluding National/Local holidays in India.

“Business Hours” at Inventrax means from 9:30 AM – 6:30 PM Indian Standard Time on Business Days In case the support request is received after business hours, it will be considered as if received on the Next Business Day.  

“Downtime” means the total number of minutes, outside Scheduled and Regular Maintenance periods, that the customer cannot access the SaaS Service, the calculation of downtime excluded time that the customer is unable to access the SaaS Service due to any of the following:

1. Schedule downtime
2. Customer’s own internet service provider
3. Force Majeure event
4. Any systemic internet failures.
5. Any failure in the customer’s own hardware, software, or network connection
6. Customer’s bandwidth restrictions
7. Customer’s acts and omissions
8. Anything outside the reasonable control of Inventrax

“Regular Maintenance” means maintenance performed as Inventrax strives to ensure the highest level of availability of the services to all customers. To do so, regular maintenance may require Inventrax to take systems offline for brief periods of time to implement updates and releases of changes. Inventrax reserves the right to carry out Regular Maintenance once per week outside of Business Hours.

“Release” shall mean a change or enhancement in the functionality of the Service and/or the delivery of new features and functionalities or amended features and resolutions to Defects.

“Response Time” means the time period until Inventrax’s confirmation of the reported defect from the receipt of the information required from the customer for Inventrax’s support team to begin resolution and open a support ticket in Inventrax’s systems. After receiving a report of a defect, Inventrax shall use an appropriate method to provide the customer with a progress update.

“Scheduled Downtime” is downtime for Scheduled Maintenance.

“Scheduled Maintenance” shall be understood to indicate maintenance that happens when Inventrax discovers a problem, that necessitates action to avoid future unscheduled maintenance.

3. Customer Responsibility and Obligations to Cooperate

It is the Customer’s responsibility to ensure that it meets the following obligations to cooperate and that it does so at no cost to Inventrax:

1. Have an internet connection with an adequate bandwidth.
2. use an internet browser in accordance with the Software’s minimum requirements
3. the customer is entitled to name a Master User and one (1) other assigned user, with names and contact data for verification, who can contact the Support helpdesk provided by Inventrax. The customer must inform Inventrax immediately of any change in the named employees. The list shall be kept up to date by the Customer.
4. provide Inventrax at least by email, with up-to-date information on the persons authorized to issue Instructions, such as personnel changes.
5. report all incidents or issues to the Support Helpdesk promptly.
6. use anti-virus software with definitions updates daily at a minimum.
7. make every effort to be available to Inventrax during the resolution of a service-related incident or a request.    

4. Severity levels of support requests

The following table provides the definition of the severity levels of support requests and the generally expected initial response time, and escalation and update times provided by SKUBIQ.

5. Support Helpdesk

• Support Service Scope

The Support Helpdesk provides technical support and helps with the SKUBIQ platform and its services. It can be reached via Online Support Ticket System (Customer Support Portal) during the hours stated under 5.2 and under the following conditions.

The following aspects are covered by the Support Helpdesk:

1. System services interruption/outage.
2. System service updates/maintenance.
3. System service behaviour that is not in line with what the customer expects.
4. Support regarding functionality.

The following aspects are NOT covered by the Support Helpdesk:

1. Requests from a third-party provider(s) of the Customer.
2. Network, devices, servers, and workstations managed by the Customer.
3. Support for development (SDK, Web pages, etc.), integration and custom reports, whether developed by the Customer or any party other than Inventrax.

If the Customer requires that a member of Inventrax’s staff provide services pertaining to any of the above exclusions which are not included as part of the SLA, the Customer hereby agrees to pay Inventrax for these services according to the daily support service rate then in effect, prorated hourly.

• Support Service Availability

Inventrax provides support in the English Language.

Inventrax’s support hours are Monday – Friday, 9:30 AM – 6:30 PM Indian Standard time.

Customers can access the support team through the following:

You can access the Customer Support Portal (CSP) at https://www.skubiq.com/# with the credential provided by Inventrax.

The Inventrax Support Helpdesk cannot be contacted by Users other than those named by the customer.

6. Logging a Support Request

The Customer Support Portal (CSP) is a robust interactive web portal where you can track, manage, and view the status of support incidents. Timeliness of incident resolution is mentioned in the Terms of the support section

In order to investigate a reported problem and provide a resolution within the response times defined herein please provide as much relevant information as possible with regard to your support request.

7. Initial Response Time

Initial response time means that Inventrax’s Product Support team answers your email or ticket request, acknowledges your issue, registers a request in a support ticketing system and makes an initial diagnosis of the problem. In some cases, Inventrax’s Support team may need to obtain additional information from you to be able to provide an initial diagnosis of the problem. Incomplete or missing information requested by the support team regarding the specific support request could delay issue resolution and re-initiate the response times defined herein.

8. SKUBIQ Platform Procedures

For each specific support request, Inventrax’s support team creates a ticket in a customer support portal. If your request contains several different issues, Inventrax may create different tickets to track each issue. In any subsequent communication with a support team about an active support request, please reply to the last answer, to facilitate handling the request and speed up Inventrax’s response time.

Inventrax is not responsible for any technical guidance provided by any third parties that contradicts or impairs the ability of SKUBIQ SaaS service to provide the Product Support defined herein.

9. Maintenance tasks

1. Inventrax shall carry out maintenance works, in accordance with the SaaS Terms. As a rule, system maintenance requiring a temporary service interruption shall be performed on weekends to minimise inconvenience to the Customer’s business.
2. The Service Provider continually analyses the software to find potential improvements, enhanced security, expanded functionality, and greater user-friendliness. Suggestions by the Customer will be analysed and incorporated into the functionality of the Software at the sole discretion of Inventrax.
3. Enhancement of the Software (releases) shall be made available to the customer from time to time. All functionality added by a release shall be governed by the terms of this SLA and included in the subscription cost.

Any downtime due to Scheduled or Regular Maintenance services shall not compute towards the 99.9% guaranteed availability of the service.

10. Disclaimer

Inventrax ensures and takes all reasonable steps to ensure that its website and services are available 24 hours every day, 365 days per year. However, we may encounter downtime due to server and other technical issues beyond our reasonable control. Therefore, Inventrax shall not be liable for, and shall have no obligations to fix, any errors, incidents, problems Bugs or any lack of availability of Services caused by the following:

1. Any periods of inactivity for which the Customer has a breakdown caused by denial-of-service attacks, network flood, and inbound/outbound hacker attacks due to incorrect or inadequate maintenance of the hardware and/or software owned by the Customer.
2. Any periods of inactivity wrongfully reported to the Customer should be due to errors with the internal or external monitoring services.
3. Any periods of inactivity which are directly related to Inventrax or its subcontractors carrying out any maintenance tasks of the services.
4. Any Bugs or defects in any third-party software that interacts with the Customer’s data once it leaves Inventrax’s data centres.
5. The violation of intellectual or industrial property rights, or of any other rights or legitimate interests arising from the use of the product.
6. For factors outside its reasonable control (for example, natural disaster, war, acts of terrorism, riots, government action, or a network or device failure external to Inventrax’s data centres, including at Customer’s site or between Customer’s site and Inventrax’s data centre).
7. Any periods of inactivity from the use of services, hardware, or software not provided by Inventrax, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or services.
8. Any periods of inactivity caused by Customer’s use of a Service after Inventrax advised the Customer to modify their use of the Service if the Customer did not modify their use as advised.
9. Any periods of inactivity from the Customer’s failure to adhere to any required configurations, use supported platforms, follow any policies for acceptable use, or Customer’s use of the Service in a manner inconsistent with the features and functionality of the Service (for example, attempts to perform operations that are not supported) or inconsistent with Inventrax’s standard guidance.
10. Any Bugs or defects in any third-party software that interacts with the Customer’s data once it leaves Inventrax’s data centres.
11. Interconnection of the Services with other software products not supplied by Inventrax except as expressly agreed in writing in this Agreement.
12. Problems or errors that occur while Inventrax is waiting for the Customer to provide information to enable it to rectify a fault or restore services.
13. For license reserved, but not paid for, at the time of the incident.
14. The Customer failing to take part in training offered by Inventrax, necessary for use of the SKUBIQ SaaS Services.

11. Terms and Conditions

• • SKUBIQ’s Terms and Conditions are applicable to this agreement. Insofar as terms from the Terms and Conditions contradict to terms in this agreement, the respective terms from this agreement shall prevail.
  • Terms and conditions of Customer are not applicable.