Service Level Agreement

Last updated: Wed Jun 12 2024


1. Service Level Agreement (SLA)

This Service Level Agreement ("SLA") is subject to the Agreement between Enso and Customer. "Agreement" means the Software License and Services. Agreement located at, unless there is a signed agreement between the parties, in which event the signed agreement will be deemed the "Agreement".

At all times during the Subscription Term of the Agreement and for all Renewal Terms (if any), Enso's level of performance will meet or exceed the quantitative and qualitative performance standards for certain of the Enso Support Services as such standards are identified in this SLA. Capitalized terms used in this SLA but not expressly defined in this SLA will have the meanings ascribed to them in the Agreement.

2. Definitions

  • "SaaS Infrastructure" means the physical servers, storage, and networking equipment that are hosted and managed by Enso to deliver the Enso SaaS Services.

  • "Software" means the Enso Software installed on Customer's infrastructure.

  • "Network" means the communications paths from the infrastructure to the router(s) providing the outside interface to each WAN interface and the communication paths from the infrastructure to the Enso SaaS Services.

  • "Scheduled Maintenance" means maintenance for which Customer has been notified in advance by Enso and which maintenance will take place during the Scheduled Maintenance windows set out in Section 4 of this SLA.

  • "Scheduled Maintenance Time" means the measure of time in minutes when the Enso SaaS Services may become unavailable to Customer for purposes of Scheduled Maintenance.

  • "Error" means any verifiable and reproducible failure of the Product to materially conform to such Product's functional specifications set forth in the documentation, as such documentation may be revised from time to time by Enso. The term "Error" shall not include any such failure that (i) results from Customer's misuse or improper use of the Product, (ii) results from Customer's combination or merger of the Product with any hardware or software either not supplied by Enso or not authorized in the documentation to be combined or merged with the Product, (iii) does not materially affect the operation and use of the Product, (iv) results from the modification by Customer of the Product or (v) results from Customer's failure to implement in a timely manner any Upgrade.

  • "Upgrades" mean new releases, bug fixes, problem determination and Error corrections, improvements, enhancements, extensions, revisions and updates to the Enso SaaS Services or Software.

3. Scheduled Maintenance

Scheduled Maintenance windows are below as per time regional time zones:

U.S. Pacific Time (PT)Sydney TimeUK TimeIST
Sunday 12:00 a.m. - 2:00 a.m.Sunday 05:00 p.m. - 07:00 p.m.Sunday 8:00 a.m. - 10:00 a.m.Sunday 12:30 p.m. - 02:30 p.m.
Wednesday 12:00 a.m. - 1:00 a.m.Wednesday 05:00 p.m. -- 06:00 p.m.Wednesday 08:00 a.m. -- 09:00 p.m.Wednesday 12:30 p.m. -- 01:30 p.m.

3.1 SaaS Maintenance

Enso will offer Product upgrades pursuant to Enso's standard release cycle. Enso will notify Customer of all Upgrades and replacements/phase-outs as far in advance as is reasonably possible and will provide Customer all relevant release notes and other documentation as soon as possible after notification. Enso will use reasonable efforts to minimize Customer downtime and schedule maintenance outside of Customer's normal business operating hours in the location from which the Enso SaaS Services will primarily be accessed. In addition, Enso will deliver prompt notice of any outage to the Customer designated contacts, which notice will be sent in advance for planned maintenance windows.

3.2 Software Maintenance

Subject to Enso's receipt of the Subscription Fees and any other amounts due under the Agreement, Enso will provide the following Software maintenance to Customer during the Subscription Term. Maintenance will be provided remotely from Enso's locations to the Customer, in the English language.

During the Subscription Term, Customer's Users may access Customer's Account to obtain electronic fulfillment of Software Upgrades and Enso's website for available reference materials. Customer shall observe all security requirements and shall not allow others to share its Account.

Customer will receive Upgrades as they are made generally available during the Subscription Term. Customer will install Software Upgrades according to Enso release notes within a reasonable time, but no later than the Support Expiration Date for the prior Software Upgrade. The Software will generally be supported for the two (2) previous Software Upgrade versions (identified as x.(x).x), but with respect to any particular Software Upgrade version, for a period not to exceed eighteen (18) months after the release of the current Software Upgrade version. If Enso discontinues a Software component, it will notify Customer of such end of life and the period remaining for which System Maintenance Services will be offered.

4. Support Issue Prioritization

To assist in prioritization of all incoming customer issues Enso support looks at the customer provided priority, and the severity of impact on use of the Software or SaaS Services.

P0User impact is widespread and impacting all Users, and/or impacting mission critical business functions or compliance.
P1A large group of Users are being impacted and/or business functions are limited. Impact is widespread and impacts at least one business function.
P2User impact is moderate, due to a system or business function being degraded. Generally, impacts a small group of Users.
P3Impacts a small number of Users' productivity. No impact to revenue or production. Resolution can be deferred and addressed when time allows.

5. Support Response Time

Enso will provide Support Services based on Errors logged by Customer in Enso's support portal in accordance with the priority levels set forth above following Customer's initial investigation and confirmation that the Error is related to Enso, to the extent Customer is capable of making this determination.  Customer will submit service requests according to Enso instructions. The service request should assign a Priority Level and adequately describe and document the reported error so it can be reproduced. Enso may re-characterize the Severity Level.

Priority LevelP0P1P2P3
Response Time<- 2 Hours<- 4 Hours<- 1 Business Day<- 2 Business Days
Follow-up IntervalsEvery 12 hours or as agreed uponDaily or as agreed uponMonthly or as agreed uponQuarterly or as agreed upon

Enso and Customer will work together to achieve consensus should there be any disagreement in assigned Priority Levels. The Priority Level assigned to an Error may change with time if mutually agreed to by the parties. Response times for Errors will be measured from the time the Errors are logged by Customer into Enso's support portal. Error activity will subsequently be managed and tracked through the support portal. Customer will have access to audit or review response and resolution time of Errors logged through the support portal.

ENSO will use commercially, reasonable efforts to meet the timeline stated in the table above.

ENSO will provide continuous efforts (24x7x365) to resolve P0 reported issues until a workaround or resolution can be provided or until the issue can be downgraded to a lower severity level.

Customer must describe the Error(s) with sufficient detail to enable Enso to identify and reproduce the Error.  Delays in supplying the requisite description may impact the Response/ Resolution time.

Customer agrees to reasonably cooperate with Enso during Error investigation and resolution, and Enso will ensure current status of any investigation and resolution is visible to Customer.  All Errors reported in the Enso support portal will be responded to in accordance with the severity
level as described in Section 5 of this SLA.

6. Network Availability

Enso is only responsible for the Availability of Enso SaaS Services. Customers are responsible for the availability of all services related to their Software instance including availability, management and maintenance of Enso Software on Customer's infrastructure. The Enso SaaS Services are hosted on Amazon AWS. Enso will use commercially reasonable efforts to ensure the Network is available with a 99.5% availability during any calendar month ("System Availability"). For calculation purposes, calendar months are deemed to begin at 12:00 a.m. U.S. Pacific Time on the first day of the calendar month and end at 11:59 p.m. U.S. Pacific Time on the last day of the calendar month. System Availability is calculated as follows:

If Enso fails to meet the System Availability levels below in any calendar month, Customer will receive a Service Level Credit equal to the corresponding percentage of monthly fees as set forth below. Customer agrees that the Service Level Credit will constitute the sole and exclusive remedy for interruption of Enso SAAS Services and Enso's failure to meet the System Availability in any calendar month.

System AvailabilityService Level Credit
97.0% to 99.49%5%
95.0% to 96.99%10%
90.0% to 94.99%20%
Below 90.0%30%

Enso will apply any Service Level Credits against future Subscription Fees. If Customer has multiple Accounts, then the System Availability for each Account will be calculated separately for the purposes of determining eligibility for a Service Level Credit, and the Service Level Credit for each Account will be calculated as a proportion of the Subscription Fees applicable to that account. To receive a Service Level Credit, Customer must provide reasonably sufficient details for Enso to verify each unavailability incident that Customer is claiming on or before thirty days after the end of the applicable calendar month.

The System Availability percentage does not apply to any unavailability, suspension or termination of the SaaS Services or any other SaaS Services performance issues: (i) caused by factors outside of Enso's' reasonable control, including any force majeure event or Internet access or related problems beyond Enso's responsibilities set forth in the Agreement; (ii) that result from any actions or inactions of Customer including Customer not following best practices described in the Documentation; (iii) that result from any Customer equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within Enso's direct control); or (iv) arising from Enso's suspension or termination of Customer's right to use the Enso SaaS Services in accordance with the Agreement.