Service Level Agreement
In this document, the following terms shall have the meaning described next to them:
“XiteiT” means software service available on https://app.xiteit.co/, https://demoapp.xiteit.co domains. MoovingON reserved the right to change the domains from time to time.
“Customer” – you are referred as the Customer or “User” in the event the user is Customer’s employee or authorized person.
“Error” means a verifiable and reproducible failure of the Service.
“Fix” means any modification or addition to the Service, delivered within a Release, hot-fix designed to correct an Error.
“Workaround” means, bypass work-around or patch supplied by MoovingON, or implementation of an operational procedure or routine by Company to diminish or avoid the practical adverse effect of an Error.
“Maintenance” means a new Major Release or Minor Release of the Service.
“Major Release” means a major evolutionary shift in the Service denoted by the numeral to the left of the decimal point (e.g. Major Release 2.0 compared to Major Release 3.0).
“Minor Release” means an incremental development in the Service denoted by the numeral to the right of the decimal point (e.g. Minor Release 3.1 compared to Minor Release 3.2).
“Release” means a Major Release and/or Minor Release of the Service.
“Support Case” means a reproducible issue or reproducible problem with the Service.
“Support Services” means the technical support services for the Service as described within this Policy.
“Support Contact” means the contact(s) designated by Company to work directly with MoovingON’s support staff.
“System Availability” means the number of minutes in a year that the key components of the Services are operational as a percentage of the total number of minutes in such year, excluding downtime resulting from (a) Scheduled Maintenance, (b) events of Force Majeure, (c) malicious attacks on MoovingON System, (d) issues associated with the Customer’s computing devices, local area networks or internet service provider connections, or (e) inability to deliver services because of acts or omissions of Customer.
2. Customer Support
All Maintenance and Support Services will be provided in accordance to the Support Model purchased by Customer and agreed upon in the BO (which is the price offer executed between the parties).
Standard support is provided during regular business hours (excluding holidays) with the ability to open tickets via email (email@example.com)
The “Standard Maintenance and Support Times” specified in the table below:
Region Regular Business Hours Support telephone line
Israel Sunday through Thursday 09:00am – 6:00pm (GMT+3) +97249116003
*EMEA Monday through Friday 9:00am – 6:00pm (GMT+2) +97249116003
*North America Monday through Friday 9:00am – 6:00pm (GMT- 4) +97249116003
* Please note that the default for Region shall be Israel, unless otherwise agreed in the BO.
The online support portal is available 24×7 for self-service technical assistance including accessing product documentation, technical articles, and interactive tutorials.
Premium support is provided 24/7 via phone (+972-4-911-6003), emails (firstname.lastname@example.org) or chats (WhatsApp +972 -54-334-8685).
3. Scheduled Maintenance
From time to time MoovingON will upgrade Service for Maintenance, including new versions and bug fixes. During the upgrade process the service might be unavailable. MoovingON will notice customers about Service interruption at least twenty-four (24) hours in advance via email. MoovingON will use commercially reasonable efforts to conduct the scheduled Maintenance in windows of twenty (20) minutes or less during low usage time.
4. Error Correction
MoovingON shall use commercially reasonable efforts to correct all Errors or to provide a reasonable workaround as soon as is possible using its reasonable efforts during MoovingON’s normal business hours. Customer shall provide such access, information, and support as MoovingON may reasonably require in the process of resolving any Error. This paragraph is Customer’s sole and exclusive remedy for Errors.
Support Exclusions. MoovingON is not obligated to correct any Errors or provide any other support to the extent such Errors or need for support was created in whole or in part by: (i) the acts, omissions, negligence or willful misconduct of Customer, including any unauthorized modifications of MoovingON Software or its operating environment; (ii) any failure or defect of Customer’s or a third party’s equipment, software, facilities, third party applications, or internet connectivity; (iii) Customer’s use of MoovingON Software other than in accordance with MoovingON Software’s documentation; or (iv) a Force Majeure Event.
Limitation of Remedies. Correction of Errors as defined in this Agreement are Customer’s sole remedies for any Errors in MoovingON Software.
5. Response Time
MoovingON has structured a response plan to address the most critical issues first, all in accordance to the Support Package purchased by Customer and agreed upon in the BO.
Support Cases will be opened upon receipt of request or identification of issue, and incidents will be routed and addressed according to the following schedule:
Standard SLA Package:
Severity Response Time
Severity 1 –XiteiT is not accessible Up to 15 minutes
Severity 2 – XiteiT urgent support request Next business day
Severity 3 – XiteiT standard support request Two (2) business days
Premium SLA Package:
Severity Response Time
Severity 1 –XiteiT is not accessible Up to 15 minutes
Severity 2 – XiteiT urgent support request Up to three (3) hours
Severity 3 – XiteiT standard support request Next business day
The response time noted above are for addressing Customer problem and to start a diagnosis of such problem. For avoidance of doubt, please note:
Severity -1 – Application is not working or accessible
Severity – 2 – Application is working but there are issues that creates degradation in the service quality
Severity – 3 – Account management and platform configuration
6. Service Uptime Commitment
MoovingON provides Customer access to Service on a twenty four hour, seven days a week (24×7) basis and guarantees that Services will achieve availability of at least 99.5% (“SaaS Services Uptime Metric”) during each calendar year of the subscription term.
On a calendar quarterly basis, the SaaS Services Uptime Metric will be defined using the measurable hours in the quarter as the denominator. The numerator is the denominator value minus the time of combined all time intervals when the Service is Unavailable, to give the percentage of available uptime.
Example: 2,179 actual hours available / 2,190 possible available quarterly hours = 99.5%
7. Service Credits
MoovingON exceeding, meeting, or failing to meet the service uptime commitment measured over any full calendar quarter may be reflected in adjustments to the duration of the initial contract period (12 months) for Services pursuant to the following schedule (“Service Credits”):
Quarterly Service Availability Rating Service Credits
99.5% – 100% Meets Service Availability commitment
99.0% – 99.5% Tolerable One (1) month extension of term of Service
Below 99.0% Unacceptable Two (2) month extension of term of Service
The Service Credits shall be cumulative and extend the initial term of the SaaS agreements at no cost to the customer. Therefore, any renewal of a SaaS agreement shall be effective after SaaS Service Credits have been fully utilized. The annual Service Credits are capped at three (3) months per annum.
To receive a Service Credit, the customer must submit a claim by email to Credit_request@xiteit.com.
To be eligible, the claim must be received by MoovingON by the end of the calendar quarter in which the Service Availability Failure occurred and include the words “SLA Credit Request” in the subject line and the dates and times of each incident that the customer is claiming. If the Service Availability Failure is confirmed by MoovingON, MoovingON will issue the Service Credit to the Customer within one (1) calendar month following the receipt of customer’s claim.
Last Update: June-18-202