The following terms have these meanings:
1. “Available or Availability” means that all relevant components of the Nimbly platform made available by Nimbly, including user interfaces and APIs, and Nimbly Platform servers are up, available and able to serve requests from users
2. Monthly Availability Percentage means the percentage of time that Nimbly platform is available in a calendar month, calculated in accordance with the following formula:
Minutes available during applicable calendar month
Availability Time (in minutes) in applicable calendar month
x 100
3. “Availability Time” means 24 hours a day, excluding Exclusions from Availability (as defined herein
4. “Scheduled Downtime” means pre-planned non-Availability of the Nimbly platform that is notified to the Client no later than 48 hours prior to the downtime.
5. “Incident Response Time” means the elapsed time between the receipt of incident notification and the target time within which Nimbly starts to provide support as verified by a verbal or email confirmation to the Client.
6. “Service Suspension” means that Client or user access to the Nimbly platform is temporarily or permanently suspended by Nimbly as permitted by the Agreement or these Terms and Conditions.
1. Service Level
Nimbly will use its reasonable efforts to ensure that Availability for the Nimbly platform is 99% or more in each calendar month.
2. Exclusions from Availability
The following events are to be excluded in determining whether the Nimbly platform is Available and the Service Levels are met at any given time as follow:
a. Scheduled Downtime;
b. Emergency Maintenance;
c. Service Suspension; and
d. any period where the Nimbly platform is not Available due to an event beyond Nimbly’s control (ex. Unplanned maintenance from cloud provider and force majeure events)
Nimbly will use its reasonable efforts to respond to defects in the Nimbly platform in accordance with the following response times:
Software Defect Level | Description | Incident Response Time |
---|---|---|
Software Defect Level 1 |
Critical defect that meets one of the below criteria:
| Within 2 hours |
Software Defect Level 2 |
The defect meets one of the below criteria and has no workaround:
| Within 4 hours |
Software Defect Level 3 | The defect causes some undesirable behavior that meets one of the below criteria but the application is still functional (there is a workaround for users to complete tasks):
| Within 8 hours |
Software Defect Level 4 | Minor requests that are reported as bugs (e.g. usability issues, flow changes, etc.)
Minor defect that meets one of the below criteria:
| Within 24 hours |