Service level policy

Outfit is committed to providing a highly available and secure network to support its Customers. This Service Level Policy (SLP) describes the service availability commitment for Outfit Hosted Services (i.e. the Platform) provided where agreed under a Master Services Agreement (MSA) with a Customer. Unless otherwise provided, capitalised terms take their meaning from the MSA in place with each Customer.

The parties may agree additional service levels and service credits on a case by case basis for specific templating services or instances. Any such additional service levels will be quoted by Outfit once it understands the relevant Customer requirements, and if agreed, recorded in writing. They will be effective in accordance with their terms.

Outfit uses external monitoring tools to measure whether its Hosted Services are available, and the Customer agrees that these measurements will be the sole basis for resolution of any dispute that may arise between the Customer and Outfit regarding hosted service availability.

This SLP applies in addition to the Outfit Support Services Policy, but prevails over that Policy to the extent of any inconsistency.

Stabilisation Period

This SLP shall only become applicable to Outfit’s Hosted Services upon the completion of the stabilisation period which is ninety (90) days from the Customer’s ‘go live’ date.

Service Level Objective

We endeavour (but do not guarantee) to keep our Hosted Services online 24 hours, 7 days a week, 365 days a year with an Uptime Percentage of 99.95% (Service Level Objective or SLO).

Outfit monitors and reports on the Uptime Percentages and Downtime for each of its Hosted Services via the Outfit Reporting Webpage.

Uptime Percentage means the percentage calculated as follows:

Where:

A is the total number of minutes in a given calendar month

B is the total number of minutes of Downtime

Downtime means the total accumulated minutes in a given calendar month for a particular Outfit Hosted Service during which that Hosted Service is unavailable, as reported on the Outfit Reporting Webpage. Downtime does not include unavailability of a hosted service caused by an Excusing Event.

Excusing Event means any of the following:

  • routine or emergency maintenance of the Hosted Services or any other scheduled downtime agreed to by the parties;
  • unavailability of a hosted service resulting from use of services, hardware or software provided by a third party, including the Customer’s internet connection;
  • anything outside Outfit’s direct control, including force majeure events such as acts of God, war, earthquake, flood, embargo, riot, sabotage, labour disputes (other than Outfit’s own employees), or government action.
  • any failure or defect in the Customer’s hardware, software or network connection, including modifications to hardware that contribute to downtime;
  • Customer’s bandwidth restrictions;
  • Customer’s failure to supply accurate, complete, and timely information when requested; and
  • Customer’s use of the Hosted Services other than as directed by Outfit.

Outfit Reporting Webpage means the webpage at https://status.outfit.io/.

Response Time means the time the time take for Outfit to respond to a support request logged by a Customer, measured from receipt of the information required from the end-user for Outfit’s Support Team to begin resolution and open and issue a support ticket in Outfit’s support system. Due to the wide variety of customer issues that can occur, and the methods required to resolve them, response time is not defined as the time between the receipt of a call and issue resolution. After classifying the reported issue Outfit shall use a reasonable method to provide the User with a progress update.

Service Maintenance

Maintenance Notices

Other than for the Scheduled Maintenance Windows, Outfit will endeavour to communicate the date and time that Outfit intends to make its Hosted Services unavailable for the purposes of planned maintenance at least forty-eight (48) hours in advance (or longer if practical).

The Customer understands and agrees that there may be instances where Outfit needs to interrupt the Hosted Services without notice in order to conduct emergency maintenance to protect the integrity of the Hosted Services due to security issues, virus attacks, spam issues or other unforeseen circumstances.

Scheduled Maintenance Window

This is a recurring scheduled maintenance window allowing the execution of change controls when Outfit detects an item in the environment that Outfit needs to take action on, generally to avoid emergency change controls in the future.

These change controls are scheduled weekly in low peak hours, as defined by our network metrics. The current Scheduled Maintenance Window is set out below and is subject to change as notified by Outfit. Notification of any change to the Scheduled Maintenance Window will be as per the maintenance notices.

Day Window Start Window Finish Frequency
Sunday 1900 (AEST) 2300 (AEST) Weekly

Support Services

Where a Customer submits a support request in accordance with the MSA or an applicable Work Order, Outfit will determine the priority level of the request and respond in accordance with the table below, provided that the Customer has provided all information regarding the support request reasonably requested by Outfit.

Priority is the primary manner in which incidents are ranked, and it is determined by reference to the severity, urgency, impact selected by the Customer and the analysis of Outfit’s support team.

Impact Definitions:

Single User In this case the issue is only observable by one end user or involves functionality that only one end user utilises. No other end users are affected by the issue.

Multiple Users In this case the issue impacts the functionality of the service for multiple users.

Priority 1 “Critical Issue” Estimated Initial Response Time: 10 mins
Definition Outfit Response Action Examples
An issue that causes a critical service impact and/or a critical part of the functionality is not available or not working correctly.
  • Within 90 minutes Outfit will provide the Customer with an evaluation of the issue and a plan to resolve it.
  • The plan will include possible time-frames required to effect a work-around and/or permanent resolution.
  • Outfit will aim to effect a work-around within 6 hours of the initial call to the Support Team.
  • Outfit will implement the plan and continue work until either:
    - permanent resolution is effected; or
    - a work-around is effected and, the problem is downgraded to a lower priority level.
  1. Application is not loading at all. Possible causes:
    - Server is down
    - Network issue
  2. Application crashes unexpectedly while doing work (work here means opening pages within the site, creating content, workflow process).
  3. More than 1 User is affected. ‘Multiple Users’.
Priority 2 “Significant Issue” Estimated Initial Response Time: 30 mins
Definition Response Action Examples
An issue affects normal operation and prevents or inhibits the Customer’s use of the application.
  • Within 8 hours Outfit will provide the Customer with an evaluation of the issue and a plan to resolve it.
  • The plan will include possible timeframes required to effect a work-around and/or permanent resolution.
  • Outfit will aim to effect a work-around within 12 hours of the initial call to the Support Team.
  • Outfit will implement a plan and continue work until either:
    1. permanent resolution is effected; or
    2. a work-around is effected and, the problem is downgraded.
  1. Content creation is not working properly.
  2. Some content cannot be viewed correctly.
  3. More than 1 User is affected. ‘Multiple Users’.
  4. User has trouble logging into the system.
Priority 3 “Low Impact Issue” Estimated Initial Response Time: 24 hours
Definition Response Action Examples
A minor issue that does not affect normal operation. It may be an error in the documentation, a suggestion or a technical inquiry.
  • In the case of an issue, within 24 hours Outfit will provide the customer with an evaluation of the issue and a plan to resolve it.
  • The plan will include possible timeframes required to effect a work-around and/or permanent resolution.
  • Outfit will aim to effect a work-around within 72 hours of the initial call to the Support Team.
  • In the case of an error in the Documentation, within 72 hours Outfit will clarify the error and, if applicable, provide the Customer with the corrected information.
  • In the case of an inquiry, within 72 hours Outfit will answer the inquiry.
  1. User Cannot Login
  2. A button was observed as misaligned in the browser being used.
  3. Misspelled words, wrong font, wrong indentation.
  4. Only 1 User is affected. ‘Single User’.

Service Credits

Measurement

Service Credits are calculated as a percentage of the License (subscription) Fee for affected Hosted Service(s) during the Subscription Period where the Hosted Service Uptime Percentage falls below a certain threshold as shown in the table below.

Service Credits are calculated on a calendar monthly basis, and all Downtime is reset at the beginning of each calendar month (i.e., downtime does not “roll over” to subsequent months).

Availability is calculated based on the following formula:

A = (T – M – D) / (T – M) x 100%
A = Availability
T = Total Monthly Minutes
M = Maintenance Time
D = Downtime

Availability Service Credit as a percentage of (License) Subscription Fee
Availability in Subscription Period 0%
> 97.99% but < 99.95% 4%
> 95.99% but < 97.99% 8%
< 95.99% 12%

Procedure for claiming a Service Credit

To be entitled to any Service Credits, the Customer must request such Service Credit in writing from Outfit within 30 days of the end of the relevant month (Claim Notice). Outfit will confirm the information provided in the Claim Notice within five (5) business days of receipt of the Claim Notice and apply any relevant Service Credits to its next invoice to the Customer (as set out above). If Outfit cannot confirm the Downtime, then the Customer and Outfit agree to refer the matter to executives at each company for resolution in accordance with the applicable MSA.

If the Subscription period has ended (and no further invoice is to be raised) then no Service Credit is available. Service Credits are not available if the Customer has any outstanding invoices.

Help Desk Support

Outfit maintains a Support Desk 24 hours a day to provide technical assistance to Customers. The Support Desk is staffed between 9am-5pm GMT+10 Monday to Friday (Excluding Australia-wide public holidays) and consists of a support telephone number and email support. Support requests received outside of business hours are supported for emergency situations such as large scale service interruptions that affect multiple Users. This may include the software application being down and not working. The Support Desk representative will be responsible for classifying if the support call is an emergency.

A self-service help page in the Software contains troubleshooting topics, a general user guide as well as specific recorded training tutorials in addition to how to report user issues using the Support Desk email support ticketing system.

All reported issues receive a reference number (ticket), serving as reference for the whole process.

Changes to the SLA

Outfit reserves the right to change, update, amend or modify this SLP at any time, and any amendments are effective upon posting to the Outfit website. Outfit will make every effort to communicate any significant changes to this policy via an email to each Customer. Your continued use of the Services will be deemed acceptance of any amendments to this SLP.

The Customer may object to a change by notifying Outfit in writing within 3 business days of receiving notification. Outfit will consider any objection raised in good faith, however retains the right to change the SLP in its sole discretion.

Last Modified: June 2018

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