This service level agreement (‘SLA’) describes the levels of service that the client will receive from HAH Parking, Inc. (‘Vendor’).
client and Vendor. Although the SLA covers key areas of the client’s provided services and
support, other contracts may include areas not covered by this SLA.
The client’s received service depends on IT equipment, software and services (together: ‘the
System’) that are provided, maintained and supported by Vendor. Some of these items are of
critical importance to the business.
This service level agreement sets out what levels of availability and support the client is
guaranteed to receive from the System. It also explains what penalties will be applied to Vendor
should it fail to meet these levels.
This SLA forms an important part of the contract between the client and Vendor. It aims to
enable the two parties to work together effectively.
This SLA covers only those services provided by Vendor to the client for purposes of parking management.
Vendor provides a SaaS Parking Management platform. This SLA contemplates only those above-named
services and makes no guarantees or representations as to the provision or availability of any
other service that may be provided by Vendor as an ancillary benefit to its clients.
This SLA is written in good faith. Vendor will always do everything possible to rectify every issue
in a timely manner. However, there are exclusions. This SLA does not apply to:
• Any equipment, software, services, third party or otherwise, or any other parts of the
System not listed above.
• Software, equipment or services not purchased via and managed by Vendor.
Additionally, this SLA does not apply when:
• The problem has been caused by using equipment, software or service(s) in a way that is
• The client has made unauthorized changes to the configuration or set up of affected
equipment, software or services.
• The client has prevented Vendor from performing required maintenance and update
• The issue has been caused by unsupported mobile devices, equipment, software or
This SLA does not apply in circumstances that could be reasonably said to be beyond Vendor’s
control. For instance: floods, war, acts of god, civil unrest and so on.
This SLA also does not apply if the client is in breach of its contract with Vendor for any reason
(e.g. late payment of fees, improper use, violation of terms, etc.).
Vendor will provide and maintain the System used by the client.
Vendor will make available the System through [means of access] and proprietary client
Additionally, Vendor will:
• Ensure relevant software, services and equipment are available to the client where
• Respond to support requests within a reasonable timeframe.
• Take steps to escalate and resolve issues in an appropriate, timely manner.
• Maintain good communication with the client at all times.
The client will use Vendor-provided system as intended.
Additionally, the client will:
• Notify the Vendor of issues or problems in a timely manner.
• Provide Vendor with access to equipment, software and services for the purposes of
maintenance, updates and fault prevention.
• Maintain good communication with Vendor at all times.
In order to enable the client to do business effectively, Vendor guarantees that certain items
will be available for a certain percentage of time.
The [SYSTEM] is guaranteed to have a 99.9% uptime.
The [OTHER SYSTEMS] are guaranteed to have a 99.9% uptime.
Measurement and penalties
Uptime is measured over each calendar month. It is calculated to the nearest minute, based on
the number of minutes in the given month (for instance, a 31-day month contains 44,640
If uptime for any item drops below the relevant threshold, a penalty will be applied in the form
of a credit for the client.
This means the following month’s fee payable by the client will be reduced on a sliding scale.
The level of penalty will be calculated depending on the number of hours for which the service
was unavailable, minus the downtime permitted by the SLA:
• Uptime penalties in any month are capped at 50% of the total monthly fee
• Uptime measurements exclude periods of routine maintenance. These must be agreed
between Vendor and client in advance.
Guaranteed response times
When the client raises a support issue with Vendor, Vendor promises to respond in a timely
The response time measures how long it takes Vendor to respond to a support request raised
via Vendor’s support system.
Vendor is deemed to have responded when it has replied to the client’s initial request. This may
be in the form of an email or telephone call, to either provide a solution or request further
Response times are measured from the moment the client submits a support request via
Vendor’s online support system.
Response times apply during standard working hours (9am — 5.30pm) only, unless the contract
between the client and supplier specifically includes provisions for out of hours support.
Subject to the above limitations, Vendor promises to respond to support requests within
twenty-four (24) hours.
Vendor will always endeavor to resolve problems as swiftly as possible. It recognizes that the
client’s use of the System is key to its business and that any downtime can cost money.
However, Vendor is unable to provide guaranteed resolution times. This is because the nature
and causes of problems can vary enormously.
For instance, it may be possible to resolve a fatal server issue in minutes, simply by restarting
the server. But if a server fails due to disk error or a hardware fault (also classed as a fatal issue)
it may take much longer to get back up and running.
In all cases, Vendor will make its best efforts to resolve problems as quickly as possible. It will
also provide frequent progress reports to the client.
Vendor recognizes that it provides services that are critical to the client’s business.
If Vendor consistently fails to meet the service levels described in this document, the client may
terminate its entire contract with Vendor, with no penalty.
This right is available to the client if Vendor fails to meet the above uptime or response time
levels more than five times in any single calendar month.