Service Level Agreement
Effective: November 01, 2020
Parkanizer provides up to 95% service availability for customers with the Enterprise plan (our Service Level Agreement or SLA). If we fail to meet our commitment to 95% service availability and the customer’s organization is affected, Parkanizer will add the discount to the next invoice issued to the customer in proportion to the exceeded downtime.
To review current and historical uptime, visit Parkanizer Status Page.
Downtime is the total number of minutes that Share by Parkanizer was unavailable during the fiscal quarter. Parkanizer calculates the unavailability using monitoring software to measure network service availability and ping test results.
Downtime does not include:
- Slow operation or other performance issues with certain functions.
- Problems related to external applications or third parties. Any product or feature identified as Pilot, Alpha, Beta, or similar.
- Problems with external network or equipment beyond our control.
- Scheduled downtime related to maintenance.
Working time is a percentage of all possible minutes that it has been in available slack in the fiscal quarter. Our goal is to maintain at least 95% of the service uptime:
[(total minutes in the quarter – downtime) / total minutes in quarter]> 95%
Parkanizer reserves the right to carry out system maintenance in order to run smoothly.
If planned downtime is necessary, the customer will be notified at least 48 hours in advance. During the year, the planned downtime will not exceed 10 hours.
If we fail to meet our time commitment service availability, each affected company account will receive the customer discount for which they paid during the period when the service was not available. The discount will be applied to the next invoice for the next billing period.
Reporting problems with the operation of the service
Each user may report problems with the operation of the service. Issues should be reported by email at firstname.lastname@example.org. Once an issue is sent, the support team will qualify the issue.
Support team availability
The support team is available from Monday to Friday from 7:00 AM until 6 PM CET.
Parkanizer undertakes actions to eliminate any arising issues based on response times. A response time is the maximum time period that may elapse from the moment the issue is reported by the user by e-mail until the issue is qualified by the support team on duty.
The support team will qualify the issue upon the criteria mentioned below:
- S1- failure preventing the use of the application;
- S2 – a failure with a minor effect on the operation of the application;
- S3 – failure without affecting the operation of the application;
For particular severity levels, the response times are as follows:
- S1: 12 hours
- S2: next business day
- S3: 7 business days
For particular severity levels, the repair times are as follows:
- S1: 12 hours
- S2: 7 business day
- S3: 14 business days
Changes to Service Level Agreement
As our business evolves, we may update our Service Level Agreement from time to time. We will notify you of any changes by posting the new Service Level Agreement on this page.
We will let you know via email and/or a prominent notice on our Service, prior to the change becoming effective and update the “Effective” date at the top of this Service Level Agreement.
If you have any questions about this Service Level Agreement, you can contact us email at email@example.com