PassKit will maintain the following service levels for the PassKit Hosted Services (collectively, the “Service Levels”).
Included Services
| The PassKit Portal | https://app.passkit.com |
| The PassKit API | https://api.pub1.passkit.io (EU-hosted customers) and https://api.pub2.passkit.io (US-hosted customers) |
System Availability
The Hosted Services will be available at least 99.5% over one-month periods, excluding any System Maintenance or Force Majeure Events (as defined below). Availability will be calculated on a monthly basis using the following formula:
Availability = (Actual Availability / Total Scheduled Availability) x 100
The following definitions will apply with respect to the calculation of Availability:
- “Actual Availability” means Total Scheduled Availability minus Downtime, in minutes.
- “Downtime” means the time (in minutes) that users of the Hosted Services are not able to (a) access the material functionality of the System, or (b) utilize the Hosted Services for normal business operations due to failure malfunction or delay. Downtime does not include any unavailability due to System Maintenance or a failure or defect arising out of a Force Majeure Event.
- “Force Majeure Event” means any failure or delay caused by or the result of causes beyond the reasonable control of PassKit and could not have been avoided or corrected through the exercise of reasonable diligence, including, but not limited to, acts of God, fire, flood, hurricane or other natural catastrophe, terrorist actions, laws, orders, regulations, directions or actions of governmental authorities having jurisdiction over the subject matter hereof, or any civil or military authority, national emergency, insurrection, riot or war, general failure of telecommunication or digital transmission links, general failure of the Internet, or other similar occurrence.
- “System Maintenance” means time (in minutes) that the Hosted Service is not accessible due to maintenance of the System, including for maintenance and upgrading of the software and hardware used by PassKit to provide the Hosted Services. System Maintenance includes scheduled maintenance and unscheduled, emergency maintenance. PassKit will provide Customer with at least 48 hours' prior written notice of any scheduled maintenance or sixty minutes' advance written notice for unscheduled, emergency maintenance. System Maintenance in any given month will not exceed 60 minutes per week.
- “Total Scheduled Availability” means 7 days per week, 24 hours per day, excluding System Maintenance, in minutes.
SLA Credits
If Availability during any given month falls below 99.5%, and if Customer meets its obligation under this SLA, Customer will be eligible to receive the Financial Credits described below. PassKit will provide Customer with a SLA Credit equal to the percentage of the total monthly fee applicable to the month in which the Service Level failure occurred corresponding to the Availability Level as follows:
| Hosted Services Availability Level | SLA Credit |
|---|---|
| 99.0 to <99.5% | 10% of total monthly fee applicable to month in which failure occurred |
| 95.0 to <99.0% | 25% of total monthly fee applicable to month in which failure occurred |
| 90.0 to <95.0% | 50% of total monthly fee applicable to month in which failure occurred |
| <90% | 100% plus termination rights |
If Customer is eligible for a 100% Service Level Credit during any given calendar month of the Term, Customer may, at its discretion, terminate this Agreement without penalty by providing PassKit with thirty (30) days' written notice.
SLA Credit Procedures
In order to receive any of the Financial Credits described above, Customer must notify PassKit support within 30 days from the time Customer becomes eligible to receive a Financial Credit. Customer must also provide PassKit with server log files showing loss of external connectivity errors and the date and time those errors occurred. If Customer does not comply with these requirements, Customer will forfeit its right to receive a Financial Credit. If a dispute arises with respect to this SLA, PassKit will make a determination in good faith based on its system logs, monitoring reports, configuration records, and other available information.
The SLA Credits for any given month in which they are incurred will be issued as a credit against the next month's Service Fees or, if no additional Service Fees are payable or when the account terminates, will be provided to Customer in the form of a refund paid within 60 days after the effective date of account termination. All requests for credits must (i) be sent by email to support@PassKit.com, (ii) include Customer's name and sufficient detail pertaining to the alleged outage to permit PassKit to investigate (e.g. dates, duration, etc.) and (iii) be received by PassKit within thirty (30) days after the end of the calendar month during which such credit accrued.
SLA Exclusions
The SLA does not apply to any (a) features designated pre-general availability (unless otherwise set forth in the associated Documentation); (b) features excluded from the SLA; or (c) errors: (i) caused by factors outside of PassKit's reasonable control; (ii) that resulted from Customer's software or hardware or third party software or hardware, or both; (iii) that resulted from abuses or other behaviors that violate the Agreement; or (iv) that resulted from quotas applied by the system or listed in the Admin Console.
Business Hours; Scope of Support Services
Automated support. PassKit provides automated support, including its knowledge base, FAQ, and automated responses, 24 hours a day, 7 days a week. These resources are the first line of support for routine questions and basic troubleshooting guidance.
Human Support Hours. Human agent support is provided 01:00–10:00 GMT, Monday through Friday (the “Human Support Hours”). Notwithstanding those hours, PassKit provides 24/7 coverage for Critical (P1) incidents. For a Critical incident, PassKit’s target initial response time is one hour from PassKit’s detection of, or Customer’s report of, the incident. Critical incidents will be managed continuously until a fix or acceptable workaround is provided.
Standard Support Services include:
- technical issues relating to PassKit Hosted Services;
- general guidance on standard PassKit capabilities and features; and
- generally available updates and upgrades to Hosted Services.
Standard Support Services do not include:
- custom development;
- customer-specific implementation, integration, or deployment work beyond general technical guidance;
- third-party implementations or integrations; or
- application development outside PassKit’s official APIs, SDKs, and Documentation.
PassKit is not obligated to provide support for errors or problems caused by third-party components or integrations not provided by PassKit, or by the Customer’s acts or omissions, including use of the Hosted Services other than as described in the Documentation.
Initial Response Times
PassKit will provide an initial response by a qualified member of its staff to begin to diagnose and to correct issues with the PassKit’s Hosted Service based on the following severity levels:
| Severity Level | Severity Type | Initial Response Time |
|---|---|---|
| Level 1 | Critical | 1 Hour, 24/7 |
| Level 2 | Major | 4 Hours |
| Level 3 | Minor | 1 business day |
| Level 4 | Enhancement | 2 business days |
These are target initial response times. For non-Critical issues, PassKit will use reasonable commercial efforts to respond outside Human Support Hours but is not required to do so.
Resolution Times
The following are target resolution objectives, not guarantees. They depend on issue complexity, Customer cooperation, and any required third-party fixes.
| Severity Level | Severity Type | Resolution Time |
|---|---|---|
| Level 1 | Critical | PassKit will work continuously until error is fixed or temporary workaround is implemented with email updates to customer, after initial response time, every 2 hours until resolution; or unless communicated otherwise. |
| Level 2 | Major | PassKit will work continuously until error is fixed or temporary workaround is implemented with email updates to customer, after initial response time, every 3 hours until resolution or; unless communicated otherwise. |
| Level 3 | Minor | PassKit will work during normal business hours to implement a fix or workaround with email updates to customer, after initial response time, every 3 days until resolution; or unless communicated otherwise. |
| Level 4 | Enhancement | PassKit will work to provide a fix in next maintenance release with email updates to customer, after initial response time, every 2 weeks until resolution; or unless communicated otherwise. |
Severity Level Definitions
All Support Requests are assigned a severity level based on how they affect your service.
| Severity Level | Severity Type | Definition |
|---|---|---|
| Level 1 | Critical | Critical production issue affecting all users, including system unavailability and data integrity issues, with no workaround available |
| Level 2 | Major | Production issue impacting a majority of users, loss of functionality and/or significantly degraded performance, issue is persistent with no workaround available. |
| Level 3 | Minor | Any system issue that affects functionality or impacts performance, workaround may be possible but not sustainable. |
| Level 4 | Enhancement | Any request for desired functionality, information regarding application capability, or a system issue affecting a small number of users with an acceptable workaround available. |
When reporting an issue, Customer shall suggest its Severity Level in accordance with the Definitions above. PassKit shall have the sole right to reclassify any reported issues based on its reasonable judgment and assessment.
Technical Support Coverage
Issues Covered
- Technical issues relating to PassKit Hosted Services;
- Generally available releases and updates; and
- General technical guidance on standard PassKit features and available product capabilities.
Issues Not Covered
- Custom development;
- Customer-specific implementation, integration, or deployment work;
- Third-party implementations or integrations; and
- Application development outside PassKit’s official APIs, SDKs, and Documentation.