Services Levels
Definitions
The following terms will have the following meanings, and any other capitalized terms used but not otherwise defined herein will have the meanings as set out in the Customer’s Agreement:
- “Available” means the availability of Services for access and use by Customer and its Users over the Internet and operating in material accordance with the Agreement.
- “Emergency Maintenance” means any emergency maintenance of the Services performed on an unscheduled basis and any downtime resulting from such emergency maintenance.
- “Excused Downtime Minutes” means the total number of minutes in a monthly period that the Services are unavailable resulting from any exclusion set forth in the “Service Availability” section herein below.
- “Scheduled Downtime” means the maintenance of the Services, including but not limited to code changes, system configuration changes, implementation of updates, maintenance releases, workarounds and other activities Amilia deems necessary in order to deliver the Services in accordance with the Agreement. Such maintenance shall be performed with sufficient notice to the Customer.
Support
The support may include automated chat, e-mail, in-app chat, and telephone support to address operational and technical questions and to report irregularities concerning the Services. Support services, including available channels and levels of service, are provided based on the Customer’s selected package.
Automated chat support is available 24/7.
Live support, is available during normal business hours (9:00 AM to 7:00 PM Eastern Standard Time (EST) Monday through Friday and 9:00 AM to 5:00 PM EST on Saturday), excluding statutory Canadian holidays and subject to the “Service Availability” section below.
Contact information for support, during normal business hours:
- Using the in-app chat
- Email: support@amilia.com
- Telephone: (514) 343-0004 or toll free 1-877-343-0004
In case of Emergencies:
If an emergency occurs during normal business hours, Customer should call or initiate an online chat.
If an emergency occurs outside of normal business hours, Customer should initiate an online chat and select the “⛑ Emergency” option. Amilia may offer a phone call to gather additional information.
Amilia provides emergency support coverage from 8:00 AM to 11:00 PM Eastern Standard Time (EST), seven (7) days per week, excluding statutory Canadian holidays.
Amilia will use commercially reasonable efforts to respond to emergency requests within one (1) hour during emergency support coverage hours and to provide periodic updates until the issue is resolved.
Outside of emergency support coverage hours, Amilia provides 24/7 system monitoring and may take action in response to critical incidents
An “emergency” is defined as a situation involving:
- loss of service (i.e., Customer is unable to access important features of the Services),
- loss of revenue (i.e., issues preventing End-Users and/or Customer administrators from completing transactions or processing payments), or
- any issue that critically impacts Customer business operations.
Service Availability
Amilia will use commercially reasonable efforts to ensure the Services are Available 99.95% of the time as measured over the course of each calendar year, subject to exclusions set forth below.
Exclusions include down-time, outages or other failures resulting from: (a) system administration or commands performed by Customer not in accordance with the Documentation; (b) work or activities performed at Customer’s written request; (c) technical issues, including internet connectivity issues, slow internet speeds attributable to Customer’s facilities, location, or any equipment or other component of Customer’s technical infrastructure or other problem with any software, hardware, system, network, facility, or other matter not supplied by Amilia under the Agreement; (d) any Emergency Maintenance or Scheduled Downtime(s); and (e) conditions beyond Amilia’s control such as, but not limited to, war, strikes, fires, floods, acts of God, network failures upstream from the infrastructure provider.