Service Level Agreement

This service level agreement (hereinafter referred to as the “SLA”) forms part of the online subscription agreement and contains the terms and conditions that govern access to and use of the Platform(s) by CLIENT (hereinafter referred to as the “Agreement”). along with the:

• General Terms of the Agreement
• Platform Use Terms
• Service Level Agreement
• Data Charter
• Privacy Policy

This SLA take effect immediately after clicking an “I Accept,” “Sign up” or similar button or check box presented with these terms (the “Effective Date”). By accepting this SLA, CLIENT agrees to be legally bound by its terms and conditions. The signatory of this Data Charter  represents tohave legal authority to bind CLIENT.  

When having a first capital letter, the terms used in this SLA will have the same meaning as those defined in the General Terms of the Agreement.

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1. GENERAL

HEXAGONE shall deploy and initially configure CAM.

HEXAGONE shall be the unique administrator (root) regarding the physical servers and the related hosted applications.

This Service Level Agreement will be effective from the date of Go-Live for CAM and will expire in accordance with the termination provisions of this Agreement.

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2. SECURITY

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HEXAGONE relies on AWS for physical security compliance. HEXAGONE’s production services are hosted on Amazon Web Services’ (“AWS”). The physical servers are located in AWS’s secure data centers. From Amazon’s documentation:

“AWS has achieved ISO 27001 certification and has been validated as a Level 1 service provider under the Payment Card Industry (PCI) Data Security Standard (DSS). AWS undergo annual SOC 1 audits and have been successfully evaluated at the Moderate level for Federal government systems as well as DIACAP Level 2 for DoD systems.”

Further information on the security of AWS EC2 data centers is available directly from Amazon at http://aws.amazon.com/security/.

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3. SERVICE COMMITMENTS

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HEXAGONE shall make its best efforts to ensure the continuity and quality of CAM, in order to provide access 24 hours a day, 7 days a week.

“Level of Availability" refers to the minimum accessibility rate of CAM, which is 99.9% for CAM and/or Content Planning Add-on, calculated on a monthly basis for periods lasting longer than 5 minutes.  

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4. EXCLUSIONS

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The Service levels provided under this Appendix shall not apply in case of:

• Force Majeure;
• Scheduled Service Suspension;
• Caused by factors outside HEXAGONE’s reasonable control;
• That resulted from an equipment and/or third-party equipment (not within the primary control of HEXAGONE);
• Arising from our proper suspension and termination of CLIENT’s right to use Platforms;
• Slowness with specific features (such as the expansion of link contents, search, etc.);

Delays with image uploading, processing, or sharing.

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5. TERM AND TERMINATION

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5.1 This SLA will commence on the Effective Date and will remain in force until the term of the Agreement.