Effective 1/1/19
- Monitoring Responsiveness
- The time required for a video event to begin initial review will take no longer than thirty (30) seconds from the time it is received (except during Maintenance Windows). Any breach by Pro-Vigil of this guarantee will be referred to as a “Queue Time Interruption.”
- System Uptime
- Pro-Vigil’s monitoring platform will be operational 99.999% of the time (except during Maintenance Windows). Any breach by Pro-Vigil of this guarantee will be referred to as a “Monitoring Platform Interruption.”
- Guaranteed Communication to Report Critical System Interruptions
- The time required to notify Client if Client’s system becomes inaccessible and will take no longer than 24-hours (except during Maintenance Windows). Any breach by Pro-Vigil of this guarantee will be referred to as a “Critical System Interruption.”
- Remedies
- For each continuous thirty-minute (a) Monitoring Responsiveness, (b) System Uptime, or (c) Guaranteed Communication to Report Critical System Interruptions, Pro-Vigil will credit Client’s account five (5) percent (each an “SLA Credit”) of Client’s Four Week Billing amount, up to 100% of such invoices. Interruptions lasting less than thirty continuous minutes will not qualify for SLA Credits.
- Procedures
- To receive an SLA Credit, Client must submit an SLA Ticket through https://portal.pro-vigil.info within seven (7) days of an Interruption.
- Client’s SLA Ticket must contain:
- Client’s account number and contact information;
- A full description of the Service Interruption, including logs, if applicable;
- Pro-Vigil will determine, in its sole discretion, the validity of each claim. For each valid claim Pro-Vigil will issue an SLA Credit within thirty (30) days of its determination that the claim is valid.
- Client’s SLA Ticket must contain:
- To receive an SLA Credit, Client must submit an SLA Ticket through https://portal.pro-vigil.info within seven (7) days of an Interruption.
- Limitations
- Client may qualify for SLA Credits for more than one type of guarantee, but the total SLA Credits given in any one Four Week Billing Period cannot exceed 100% of Client’s invoice for Video Monitoring Services in the Four Week Billing Period the Service Interruption occurred.
- SLA Credits will only be paid as a credit toward Client’s account and will not be paid in cash.
- SLA Credits are limited by this Agreement.
- Exceptions
- SLA Credits may not be issued, and any applicable SLA Credits may be forfeited, if:
- Client’s account is past due or has been suspended or cancelled by Pro-Vigil;
- Client has been notified by Pro-Vigil three (3) or more times in the preceding twelve (12) months that their account is in arrears or is, or may be:
- in violation of this Agreement, or
- a Service Interruption is due to an action or actions taken by Client, or by another person that Client authorized to access their account.
- Any Client who makes excessively false claims will be charged fifty (50) dollars for each such claim.
- SLA Credits may not be issued, and any applicable SLA Credits may be forfeited, if:
- Support Problems Caused by Client
- If Pro-Vigil determines that the issues identified in an SLA Ticket were the result of Client’s action or inaction, Pro-Vigil’s support required to repair these actions taken (or by another person authorized to access Client’s account) will be billed to Client as additional support at Pro-Vigil’s then current rate.
- Maintenance Windows
- “Maintenance Windows” include both Scheduled Maintenance Windows (for example, Client received prior notice) and Emergency Maintenance Windows (for example, because of immediate threats to Pro-Vigil’s systems or to Client’s equipment, Client received no prior notice).
- Limited Liability
- This SLA provides Pro-Vigil’s only liability for malfunctions of, defects in, or any other performance-related issues associated with a particular Service. Client’s sole and exclusive remedy against Pro-Vigil for failure to meet the metrics set out in the SLA shall be the remedies set out in this document.
- Right to Modify
- Pro-Vigil reserves the right to Modify this SLA at its sole discretion.