This Platform Service Level Arrangements Policy forms part of the SAAS Services Agreement between Benchmark Global Pty Ltd trading as Benchmark Estimating Software and the Client referred to therein (“SAAS Services Agreement“). Terms used in this Platform Service Level Arrangements Policy shall have the meanings given to them in the SAAS Services Agreement, unless otherwise defined in this Platform Service Level Arrangements Policy.
Benchmark Estimating Software shall use reasonable endeavours to make the SAAS Services available, as measured over the course of each calendar month during the Contract Term (each such calendar month, a “Service Period“), at least 95% of the time, excluding only the time the SAAS Services are not Available solely as a result of one or more Exceptions (the “Availability Requirement”). “Available” means the SAAS Services are accessible in material conformity with the SAAS Services Specification. “Availability” has a corresponding meaning. The SAAS Services are not considered Available in the event of material performance degradation or inoperability of the SAAS Services, that renders the SAAS Services inaccessible.
2.1 No period of SAAS Service degradation or inoperability will be included in calculating Availability to the extent that such downtime or degradation is due to any of the following (“Exceptions”):
(a) misuse of the SAAS Services or failure of the Client’s or any Named Users’ computer equipment, software, hardware or internet connectivity;
(b) internet or other network traffic problems or any Force Majeure Event;
(c) the Client’s or any Named Users’ failure to meet any minimum network hardware or software requirements specified by Benchmark Estimating Software from time to time; and/or
(d) Scheduled Downtime as set out in paragraph 2 below or emergency maintenance of the Hosting Services carried out by any upstream telecommunications, hosting and/or data centre service providers of Benchmark Estimating Software or their subcontractors.
2.2 Benchmark Estimating Software may schedule outages of the Hosting Services from time to time in whole or in part (“Scheduled Downtime”). All such scheduled outages shall be scheduled between the hours of midnight and 4 a.m., Monday to Thursday (Australian Eastern Daylight Time) and between Friday midnight and Sunday 11pm (Australian Eastern Daylight Time). Upstream telecommunications, hosting and data centre service providers may schedule their own maintenance windows and the Platform may also be unavailable during such times, all of which shall be deemed to constitute Scheduled Downtime as well.
2.3 If the actual Availability of the SAAS Services is less than the Availability Requirement for any Service Period, such failure shall constitute a “Service Error”, for which Benchmark Estimating Software shall make available to the Client the corresponding service credits (Service Availability Credits) as follows (except where the failure is caused by any Exceptions):
Actual Availability Service Level
|Service Availability Credits|
|95% or higher||Nil|
|90%-94.9%||5% of the Fees payable for the Service Period (pro-rated having regard to the duration of the Service Period, as applicable).|
|Less than 90%||
15% of the Fees payable for the Service Period (pro-rated having regard to the duration of the Service Period, as applicable).
2.4 For the avoidance of doubt, in no circumstances will the Service Credits for any Service Period be greater than 15% of the Fees payable for the Service Period (pro-rated having regard to the duration of the Service Period, as applicable), in the aggregate.