SLAs

Maji Service Level Agreement

1. Interpretation

1. The following definitions and rules of interpretation apply in this schedule.
   
   “Availability” means that the Services are operating and can be accessed and used by the Customer and its Authorised Users and will be measured via “Uptime”.
   
   “Uptime” is the calculation of all successful responses to requests to the Software divided by the number of total requests received by the Software.
   
   
2. Maji commits to 99.9% uptime per month, measured over a rolling one (1) month period), exclusive of unavailability caused by circumstances beyond Maji’s reasonable control, including force majeure as described in clause 15, or internet service provider failures.
   

2. Acknowledgement and rectification of major incidents

1. Incidents shall be notified to Maji by the Customer using the in-app support chat or emails to connect@maji.io.
   
   
2. Where contact is made via the Maji chat, Maji shall use its reasonable endeavours to acknowledge receipt to all Severity 1, 2, 3 or 4 issues within two (2) business hours. If contact is made to connect@maji.io, Maji shall use its reasonable endeavours to acknowledge receipt within 24 hours.
   
   
3. If a non-cumbersome workaround is developed, Maji shall apply such workaround and, if applicable, the severity shall be downgraded (for the purposes of timescales, the issue shall then be treated as though it has always been of that severity).
   
   
4. Maji shall aim to rectify any error/fault of which it is notified in accordance with the timescales below.
   
   (a) Severity 1: 8 Business Hours of the error/fault being notified to Maji.
   
   (b) Severity 2: 16 Business Hours of the error/fault being notified to Maji.
   
   (c) Severity 3: 32 Business Hours of the error/fault being notified to Maji.
   
   (d) Severity 4: 2 weeks of the error/fault being notified to Maji.
   

3. Severity Description

1. Severity 1 – Critical. The Software is ‘down’ or inoperable and there is no reasonable workaround available. ALL Users are unable to access the Services or are unable to use the functionality.
   
   
2. Severity 2 – High. Key/essential functions are severely impacted for the majority of (50%+) users. The Services are operable, but its use is restricted. Either there is no workaround available, or the workaround is cumbersome.
   
   
3. Severity 3 – Medium. Key/essential functions are severely impacted for a minority (sub 50%) of users, but the impact can be reasonably mitigated by a reasonable workaround, and the workaround is not cumbersome.
   
   
4. Severity 4 – Low. A non-key/essential function is impacted.

4. Service Credits

1. If Maji fails to provide a solution within the relevant severity response time, the Customer shall become entitled to the service credit specified in the table set out below corresponding to the relevant severity level on submitting a written claim for such service credit, provided that the relevant fault or other problem relating to the Software:
   
   (a) did not result from a customer cause, a third party or a cause outside Maji’s control;
   
   (b) was promptly notified to Maji.
   

Severity Level or Fault	Service Credit
Low	An amount equal to 1% of the then-current annual Subscription Fee charged in relation to the user(s) affected by the fault.
Medium	An amount equal to 2% of the then-current annual Subscription Fee charged in relation to the user(s) affected by the fault.
High	An amount equal to 5% of the then-current annual Subscription Fee charged in relation to the user(s) affected by the fault.
Critical	An amount equal to 10% of the then-current annual Subscription Fee charged in relation to the user(s) affected by the fault.

1. The parties acknowledge that each service credit is proportionate when considering the Customer’s legitimate interest to address and resolve all faults as quickly as possible.
   
   
2. The provision of a service credit shall be an exclusive remedy for a particular service level failure.
   
   
3. Service credits shall be shown as a deduction from the amount due from the Customer to the Supplier in the next invoice then due to be issued under the main agreement. Maji shall not in any circumstances be obliged to pay any money or make any refund to the Customer.

5. Other remedies

1. If a solution is not provided within the relevant severity response time, the Customer may escalate the support request to the parties’ appropriate respective senior management if required.

6. Coaching service

Maji commits to:

1. 100% coaches being qualified according to Maji’s Due Diligence Process
2. Coaches responding to queries within 48 hours Monday – Friday (excluding bank holidays)
3. A user being able to book a session with a coach within 10 working days
4. In at least 95% of sessions, the attendee will be asked for feedback on their experience (providing feedback is optional)
5. In at least 90% of sessions, the session quality will be scored as 3 or above out of 5