LEGAL
Blocksi Inc. Service level agreement
Introduction
This service level agreement (SLA) describes the levels of service that [Customer] (‘the client’) will receive from Blocksi, Inc.
Purpose
The client depends on a Blocksi cloud based content filtering for its network equipment running Windows, ChromeOS, Mac OSX, IPad IOS, and BYOD devices that is provided, maintained and supported by Blocksi Inc. This service is of critical importance to the business.
This service level agreement sets out what levels of availability and support the client is guaranteed to receive for that specific cloud content filtering service. It also explains what penalties will be applied to Blocksi Inc should it fail to meet these levels.
This SLA forms an important part of the contract between the client and Blocksi Inc. It aims to enable the two parties to work together effectively.
Scope
Parties
This SLA is between:
| The client: | Blocksi, Inc: |
|---|---|
| [Customer] [company address] [address line 2] [address line 3] Key contact: [name] [telephone / email] | [Blocksi, Inc ] 228 Hamilton avenue FL3 Palo Alto CA, 94301 Key contact: Fuad BAHOU 650-521-9976 / support@blocksi.net |
Dates and reviews
This agreement begins on [date] and will run for a period of subscription to the Blocksi Cloud Content Filtering service (Blocksi Manager Education Everywhere and Blocksi DNS) It may be reviewed at any point, by mutual agreement. It may also be reviewed if there are any changes to the client’s IT system.
Services covered
This SLA covers only the services in the table below. This list may be updated at any time, with agreement from both the client and Blocksi, Inc.
Please note:
These items have been assigned a priority level, from 1 (most important) to 3 (least important). The priority levels help determine the guaranteed uptime and response time.
| Item type | Number of items | Priority | Covered for uptime? |
|---|---|---|---|
| Cloud based content filtering | 1 | 1 | YES |
| Access to Blocksi Admin Dashboard, Delegate Dashboard, Parent Dashboard while Cloud based Content Filtering is still performing as per requirement | 1 | 2 | YES |
Exclusions
This SLA is written in a spirit of partnership. Blocksi Inc will always do everything possible to rectify every issue in a timely manner.
However, there are a few exclusions. This SLA does not apply to:
Additionally, this SLA does not apply when:
This SLA does not apply in circumstances that could be reasonably said to be beyond Blocksi Inc ’s control. For instance: floods, war, acts of god and so on.
This SLA also does not apply if the client is in breach of its contract with Blocksi Inc for any reason (e.g. late payment of fees).
Having said all that, Blocksi Inc aims to be helpful and accommodating at all times, and will do its absolute best to assist the client wherever possible.
Responsibilities
Blocksi, Inc responsibilities
Blocksi, Inc will provide and maintain the SaaS Content Filtering used by the client.
Additionally, Blocksi, Inc will:
Client responsibilities
The client will use Blocksi Inc -provided Content Filtering service as intended.
The IT support contract between Blocksi, Inc and the client includes full details of the IT system and its intended uses.
Additionally, the client will:
Guaranteed uptime
Uptime levels
In order to enable the client to do business effectively, Blocksi, Inc guarantees that certain items will be available for a certain percentage of time.
These uptime levels apply to items in the Equipment, software and services covered table that show a tick in the Covered for uptime? column.
The level of guaranteed uptime depends on the priority level of each item:
| Priority level | Guaranteed uptime |
|---|---|
| 1 | 99.99% |
| 2 | 99.9% |
| 3 | 99% |
Measurement and penalties
Uptime is measured the using Blocksi, Inc’s automated systems, over each calendar month. It is calculated to the nearest minute, based on the number of minutes in the given month (for instance, a 31-day month contains 44,640 minutes).
If uptime for any item drops below the relevant threshold, a penalty will be applied in the form of a credit for the client.
This means the following yearly subscription payable by the client will be reduced on a sliding scale.
The level of penalty will be calculated depending on the number of hours for which the service was unavailable, minus the downtime permitted by the SLA:
| Priority level | Penalty per hour (Pro-rated to nearest minute) |
|---|---|
| 1 | 1% of total yearly subscription fee |
| 2 | 0.5% of total yearly subscription fee |
| 3 | 0.2% of total yearly subscription fee |
Important notes:
Guaranteed response times
When the client raises a support issue with Blocksi, Inc, Blocksi promises to respond in a timely fashion.
Response times
The response time measures how long it takes Blocksi, Inc to respond to a support request raised via Blocksi, Inc’s support system (Web Form, Chat, Toll Free, Email)
Blocksi, Inc is deemed to have responded when it has replied to the client’s initial request. This may be in the form of an email or telephone call, to either provide a solution or request further information.
Guaranteed response times depend on the priority of the item(s) affected and the severity of the issue. They are shown in this table:
Response times are measured from the moment the client submits a support request via Blocksi, Inc’s online support system (4 channels: Web Form, Chat, Toll free, Email).
Response times apply during standard working hours (6am — 5.30pm) only, unless the contract between the client and Blocksi, Inc specifically includes provisions for out of hours support.
Severity levels
The severity levels shown in the tables above are defined as follows:
Measurement and penalties
Response times are measured using Blocksi, Inc’s support ticketing system, which tracks all issues from initial reporting to resolution.
It is vital the client raises every issue via this system. If an issue is not raised in this way, the guaranteed response time does not apply to that issue.
If Blocksi, Inc fails to meet a guaranteed response, a penalty will be applied in the form of a credit for the client.
This means the yearly subscription fee payable by the client will be reduced on a sliding scale.
The level of penalty will be calculated depending on the number of hours by which Blocksi, Inc missed the response time, minus the downtime permitted by the SLA:
| Priority level | Penalty per hour (Pro-rated to nearest minute) |
|---|---|
| 1 | 5% of total monthly fee |
| 2 | 2% of total monthly fee |
| 3 | 1% of total monthly fee |
Important notes:
For instance, if an issue is reported at 7.30pm with a response time of 60 minutes, Blocksi, Inc has until 6.30am the following day to respond.
Resolution times
Blocksi, Inc will always endeavour to resolve problems as swiftly as possible. It recognises that the client’s computer systems are key to its business and that any downtime can cost money.
However, Blocksi, Inc is unable to provide guaranteed resolution times. This is because the nature and causes of problems can vary enormously.
For instance, it may be possible to resolve a fatal server issue in minutes, simply by restarting the server. But if a server fails due to disk error or a hardware fault (also classed as a fatal issue) it may take much longer to get back up and running.
In all cases, Blocksi, Inc will make its best efforts to resolve problems as quickly as possible. It will also provide frequent progress reports to the client.
Right of termination
Blocksi, Inc recognises that it provides services that are critical to the client’s business.
If Blocksi, Inc consistently fails to meet the service levels described in this document, the client may terminate its entire contract with Blocksi, Inc, with no penalty.
This right is available to the client if Blocksi, Inc fails to meet these service levels more than ten times in any single calendar month.
99.99% Cloud content filtering service is assured by several component
Some screenshot below of our internal monitoring services of different software component of our Cloud based content filtering service
Signatures
This service level agreement is agreed as part of the support contract between [Customer] and Blocksi, Inc:
Signed on behalf of the client:
Name:
Position:
Date:
Signed on behalf of Blocksi, Inc:
Name:
Position:
Date: