Service Level Agreement - Part 2

March 8, 2017

In our on-going series on Service Level Agreement's we have with customers - we are sharing the out of the box service and support DevHub provides. Learn more by contacting DevHub to discuss your unique wants. 

Service Level Commitment.

•    General.  DEVHUB shall maintain the Minimum Service Level throughout the Term of the Agreement. 

•    Service Disruption.  DEVHUB must inform the PARTNER via email (or other means if email is unavailable) in the event of any service disruption within 30 minutes of such disruption.  DEVHUB will use best efforts to restore service as soon as reasonably practicable and inform the PARTNER by email (or other prompt means if email is unavailable) promptly as soon as service is restored. At PARTNER request, DEVHUB will provide, within three (3) business days, a written report detailing the nature of the problem and the steps DEVHUB will take to prevent the problem from recurring in the future.

•    Maintenance Outage.  Service disruption or downtime due to a Maintenance Outage shall not constitute a Service Level Breach.

•    Force Majeure. Performance issues that result from (i) PARTNER equipment, (ii) caused by a condition (for example, natural disaster, act of war or terrorism, riot, labor condition, governmental action, and Internet disturbance) beyond DEVHUB’s reasonable control shall not constitute a Service Level Breach.

Part 3 of 3 - next week - stay tuned.