Service Level Agreement (SLA)
Between:
Aerotrack Systems Pty Ltd

and

Tenancy Customer of the Aerotrack Cloud Server Application

Dated: 09/01/2018


1. Definitions
  1. The following definition of IT Service Provider and IT Customer will be used as the basis of the Agreement and represent the primary stakeholders associated with this
    SLA:

Service Provider: Aerotrack Systems Pty Ltd (“Service Provider”)
Customer: Tenancy Holder in the Aerotrack Cloud Server Application (“Customer”)
Service: Aerotrack Cloud Server Software and Infrastructure (“Service”)
Effective Date: The date the customer’s account is created.


2. Agreement Overview

This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between the Service Provider and the Customer for the provisioning of the Service
This Agreement remains valid until superseded by a revised agreement
This Agreement outlines the parameters as they are mutually understood by the Service Provider and the Customer


3. Purpose & Objectives

The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent Service delivery to the Customer by the
Service Provider.
The objectives of this Agreement are to:

  • Provide clear reference to Service ownership, accountability, roles and/or responsibilities
  • Present a clear, concise and measurable description of Service delivery to the Customer.

4. Periodic Review

This Agreement is valid from the Effective Date outlined herein and is valid until further notice.


5. Service Agreement

The following sections provide relevant details on requirements of both the Customer and Service Provider

5.1 Customer Requirements

Customer responsibilities and/or requirements in support of this Agreement include:

      • Payment for all annual maintenance costs at the agreed interval. Non-payment of annual maintenance costs or outstanding bills will result in suspension of the Customer’s access to the Service
      • Use of a deliverable email address for each user account as email is the only way we can notify each user of information relating to the Service
      • The Customer must ensure that passwords of each user are not known to other users and not shared to users not employed or contracted to the Customer.
      • The Customer is responsible for the security and complexity of the individual passwords
      • The Customer must ensure that user accounts are only available to current employees or contractors of the Customer ie. If employees or contractors employment is terminated
5.2 Service Provider Requirements

Service Provider responsibilities and/or requirements in support of this Agreement include:

      • Meeting the requirements stated in 6. Service Management
      • Appropriate notification to each user account of the Customer for all scheduled maintenance (this does not include service version updates)
      • In the event of an un-scheduled Service disruption:
        • Appropriate notification to each user account of the Customer of the Service disruption
        • Appropriate notification to each user account of the Customer when the Service has resumed
        • Appropriate notification/information to the ‘Application Manager’ of the Customer with an explanation as to why the Service was disrupted

6. Service Management
6.1 Service Availability

The Availability parameters specific to the Service covered in this Agreement are as follows:

    • The Service will be provided with 24/7 availability unless offline due to scheduled maintenance or software upgrades
    • If the Service were to be disrupted between 7AM -7PM AEST Monday to Friday due to an unscheduled outage, every effort will be made by the Service
      Provider to resume the Service within 2.5 hours of being notified of the Service being disrupted
    • If the Service were to be disrupted outside the above time-frame due to an unscheduled outage, it is at the Service Provider’s discretion as to how long to
      delay Service availability as long as every effort is made by the Service Provider to return the Service by 7AM AEST the following business day or 2.5 hours
      of being notified of the Service being disrupted, whichever is the later
6.2 Customer Data

The Service Provider will create daily copies of the Customer data to a separate location from the main production environment for the last 7 days
The Service Provider will guarantee the Customer data is replicated in real-time to a separate location from the main production environment in case of disaster recovery
The Service Provider will routinely restore the Customer data so as to guarantee the integrity of the backup in case of disaster recovery
The Service Provider has the ability to restore the Customer database data to a point in time within the last 7 days. A fee will apply for this service

6.3 Service Security

The Security parameters of the Service in this Agreement are as follows:

      • The Service hardware must be located in a secure Data Centre
      • Direct access to the database server (ie. not through the client software) must only be made available through the offices of the Service Provider or the
        Service Provider’s contractors
      • The Service Provider must use all reasonable methods of security so as to make sure each Customer cannot view or gain access to another Customer’s data
      • The Service Provider must use all reasonable methods of security for the Customer’s offsite backups
      • The Service Provider must not create a user account within a Customer’s tenancy without the express permission of the Customer

7.Ownership of Data
    • The Customer’s data is owned wholly by the Customer
    • The Customer will receive a full copy of their data on request or on termination of the Service provided that all outstanding accounts have been settled in full.
      The Customer’s data will be provided in it’s native file formats. There will be an associated nominal fee for this service

8. Termination of Service
    • Termination may occur as a result of the Service Provider no longer being able to provide the Service at the agreed service levels
    • Notice of termination of the Service by the Service Provider must be provided to the Customer in writing within 30 days
    • Each Customer will receive a copy of their data and instructions for installing the Service in a standalone environment