Service Level Agreement

1. General Performance Standards: 

Beginning from the Execution Date, the Company shall use best efforts to ensure that its proprietary OKR Platform (“ THE NORTH DMCC”) operates at levels of the service levels outlined in this SLA. 

2. Defined Terms 

All defined terms used in this SLA and not defined in this SLA, shall have the meaning ascribed to it in the Customer Agreement agreed to between the Customer and the Company. 

3. Applicable Service Levels 

During the Term of the Agreement, the Company shall provide a 99.9% Monthly Uptime (defined below) of the services to the Client. 

4. Exclusions 

While the Company shall make best efforts to rectify all the issues in THE NORTH DMCC, the SLA commitments made under this SLA shall not be applicable to issues caused by: 

4.1. the Customer using THE NORTH DMCC in a way that is not recommended by the Company.

4.2. Customers not using the latest version of THE NORTH DMCC.

4.3. Unsupported equipment, software, or other services.

4.4. Any reason which is beyond the control of the Company.

4.5. Hardware, software or services provided to the Company by third party providers.

4.6. Suspension and termination of the Customer’s and/or User’s right to use  THE NORTH DMCC in accordance with the Terms of Use.

4.7. Network problems external to the Company’s systems which are beyond the control of the Company.

4.8. “Scheduled Downtime” to complete maintenance of the Company systems.

4.9. Force Majeure conditions.

4.10. Targeted attacks on THE NORTH DMCC Platform.

4.11. Distributed Denial of Service attack originating from any server.

4.12. A sudden burst of requests (at least 3x greater than previously known volume for the time window) not in line with the previously known traffic patterns 

4.13. Violation of fair or projected usage patterns by customers 

Maintenance and support

6.1 Subject to the Customer’s payment of the a Full-Priced Plan (Non-discounted) or Service Fees (“Service Fees”), set forth in the applicable Order Form, THE NORTH DMCC will provide Maintenance and Support for the Service. “Support” is defined as THE NORTH DMCC’s obligations to respond to support requests of the Customer by documenting and troubleshooting issues and providing technical and non-technical assistance. “Maintenance” means THE NORTH DMCC obligations related to error resolution, bug fixes, and the provision of updates and upgrades made generally commercially available by THE NORTH DMCC in its sole discretion.

6.2 THE NORTH DMCC will provide Support to the Customer via the channels and during the hours specified in the following chart. The type of Support is determined by the tier options mapped to our pricing plans (‘Free’, ‘Basic’, ‘Business’) specified in the Order Form (each a “Tier”).

Free or Trial

  • Access to the THE NORTH DMCC Knowledge Base (self-service support): 24/7

Basic

  • E-mail Support: 9:00 am to 6:00 pm IST, Business Days
  • First response time: 12 hours (between 9:00am to 6:00pm IST), Business Days
  • Access to the THE NORTH DMCC Knowledge Base (self-service support): 24/7

Business

  • E-mail Support: 9:00 am to 6:00 pm IST, Business Days
  • First response time: 6 hours (between 9:00am to 6:00pm IST), Business Days
  • Access to the THE NORTH DMCC Knowledge Base (self-service support): 24/7

6.3 E-mail Support is provided via support@thenorth.io.

6.4 THE NORTH DMCC shall use reasonable efforts consistent with prevailing industry standards to maintain the Services in a manner that minimizes errors and interruptions in the Services.

6.5 The fees for Maintenance and Support are included in the Service Fees.

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