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Service Level Agreement (SLA) for Enterprise Customers with more than $1,000/month in contract value with Crystal Net

This Full support agreement (“Support Agreement”) describes the obligations, policies, and procedures under which Crystal Net Pte Ltd provides support and maintenance services to Client, herein referred to as (“Support Services”) and is an attachment to an quotation, herein referred to as the (“Quotation”) entered into between Crystal Net Pte Ltd, herein referred to as ("Crystal Net") and Client ("Client").

The Quotation and the Crystal Net Pte Ltd product terms of use (“Terms”) will govern this Support Agreement. Capitalized terms not otherwise defined in this Support Agreement have the meanings given in the Terms or the Quotation.

Crystal Net Pte Ltd may amend this Support Agreement at any time.

Crystal Net Pte Ltd shall provide Client with prior notice of any amendments.

Crystal Net Pte Ltd shall not make any amendments to this Support Agreement that result in a material reduction in the level of Support Services it is obligated to provide to Client, unless with the exception that there is no objection received from the Client within 14 days from the date of amendment.

1. Crystal Net Pte Ltd’s Obligations.

Crystal Net Pte Ltd shall:

1. Ensure services shall have an uptime availability of at least 99.5%. This will translate to service downtime of not more 0.5% within each calendar month.
2. Respond to support requests with appropriate urgency and resolve issues in a timely manner.
3. Maintain good, consistent, and open communication with Client.
4. Perform all Support Services in a timely and professional manner by qualified support individuals.
5. Crystal Net Pte Ltd currently uses a ticketing system to manage support tickets and track issues from initial filing to resolution.

2. Client’s Obligations.

1. Utilize the Documentation Resources prior to contacting Crystal Net Pte Ltd.
2. Check emails to see if there are any ongoing incidents and follow any instructions
4. Notify Crystal Net Pte Ltd of any issues in a timely manner through the channels provided in section 6. If an
5. Client does not notify Crystal Net Pte Ltd through the required methods provided in section 6, Crystal Net Pte Ltd cannot guarantee the Initial Response Times or the Target Resolution Times in section 5 and will not be liable for any resulting damages.
6. Provide Crystal Net Pte Ltd a description of the error and other relevant data, as requested by Crystal Net Pte Ltd.
7. Maintain good, consistent, and open communication with Crystal Net Pte Ltd.

3. Support Period

1. Crystal Net Pte Ltd shall perform the Support Services during the License Period and any Wind-Down Periods. After the later of the end of the License Period or the end of the Wind-Down Periods, this Support Agreement will terminate.

4. Support Methods

1. Crystal Net Pte Ltd shall provide Client with access to Crystal Net Pte Ltd’s Knowledgebase, and Support Ticketing System. 
   

5. Classification of Severity Level

6. Initial Response Timeframes (Based on Singapore +8 GMT Timezone)

7. Resolution Timeframes (Based on Singapore +8 GMT Timezone)

8. Escalation Procedures

1. Client may escalate any issues with a Product if Crystal Net Pte Ltd does not timely respond to, or resolve an Error as follows.
2. Client may only initiate support requests or communications under this Support Agreement through no more than two designated employees of Client.
3. Client may update these employees at any time by providing prior written notice to Crystal Net Pte Ltd.

9. Excused Events.

The Initial Response Times and Targeted Resolution Times listed in section 5 will not include any time resulting from an Excused Event. “Excused Event” means any one or more of the following:

1. A Force Majeure event, as described in the Terms.
2. Client’s failure to perform a reasonable request necessary for Crystal Net Pte Ltd to perform the Support
3. Services (including, without limitation, operation, and maintenance of the necessary Client networks, desktops and any Client equipment and systems required to facilitate Crystal Net Pte Ltd’s ability to perform its obligations under this Support Agreement).
4. Failure of Client’s equipment or the use of the Product outside of the Documentation Resources.
5. Unavailability occurring during periods of testing, development, or problem diagnosis which are scheduled in advance by the parties.
6. Planned facility and equipment upgrades and migration, which are scheduled in advance and agreed to by the parties.
7. Mutually agreed upon unplanned emergencies, such as a third-party vulnerability patches.
8. Any third-party failure (outside Crystal Net Pte Ltd’s reasonable control) that causes an Error or the failure of a Product to perform.

End of SLA Document