Narisetu Solutions Service Levels
A. System Availability
Services (as defined in the Master Services Agreement between Customer and Narisetu Solutions) shall be available twenty-four (24) hours a day/seven (7) days a week, at the targeted uptime levels noted below (each a “Targeted Uptime”), subject to the SLA Exclusions. “SLA Exclusions” include a) unavailability caused by Customer’s or Customer’s end-customer’s network, equipment, or internet connection; b) Scheduled Maintenance (defined below), c) service interruptions caused by the service providers of voice connectivity, natural language, or speech synthesis; or d) force majeure events as defined in the Agreement.
While Narisetu Solutions does not have any scheduled downtime for VCC voice, periodic non-Customer impacting main tenance may be required. For other Services, Narisetu Solutions regularly publishes its scheduled periodic maintenance windows and agrees to notify Customer at least seven (7) days in advance of system maintenance activities within these windows (“Scheduled Maintenance”). Other than for Scheduled Maintenance, Narisetu Solutions shall promptly publish the notification on the status portal (and notify Customer via the preferred notification method if Customer is subscribed to notifications) in the event the Services becomes inaccessible and shall use reasonable efforts to resume performance of the Services as soon as practicable.
In the event Narisetu Solutions does not meet one or more of Targeted Uptimes listed below, Customer may be eligible to receive a Service credit for the affected month as the sole and exclusive remedy (“Service Credit”). To receive a Service Credit, Customer must make a written request to Narisetu Solutions (e.g., via email) within thirty (30) days of the failure to meet the Targeted Uptime. Amount of Service Credit will depend upon length and severity of the Service issue and be made available in accordance with the applicable Service Credits percentages Calculation Method and described.
| Narisetu Solutions Service | Guideline | Targeted Uptime | Service Credits From |
| VCC Voice (ACD/Dialer), Email, Chat | Availability to make and receive calls, emails and chats | 99.999% | VCC, Email and Chat Agent Seat subscription fees (or bundle subscription fee, if ordered as part of a bundle) |
| Narisetu Solutions WFO (powered by Verint) | Service Availability | 99.999% | Narisetu Solutions Verint WFO subscription fees (for affected service(s)) |
| Narisetu Solutions WFO | Service Availability | 99.999% | Narisetu Solutions WFO subscription fees (for affected service(s)) |
| Narisetu Solutions AI | Service Availability | 99.999% | Narisetu Solutions (IVA, AI, Agent Assist) subscription fees |
| All other generally available Narisetu Solutions Subscription Services (e.g., excluding 3rd party services resold by Narisetu Solutions) | Service Availability | 99.999% | Subscription fees (for affected services) |
Service Credits. Service Credits are based on the following Targeted Uptimes, calculated as set forth below:
| Calculated Availability | Service Credit |
| 99.999% | 0% |
| Below 99.990% | 5% |
| Below 99.000% | 15% |
| Below 97.000% | 100% |
Service Credits Calculation Method:
Availability = 1‐ (Total Minutes Down / Total Minutes)
Total Minutes Down = Total Impacted Users * minutes down (per incident)
Total Minutes = 365 days / 12 months * 24 hours * 60 minutes * Total Provisioned Users
Total Impacted Users = number of agents impacted by a particular incident
Total Provisioned Users = number of agents that are configured to use a particular service
Chronic Failures:
In the event a Targeted Uptime falls below 97% for a particular Narisetu Solutions Service for three (3) consecutive calendar months (“Chronic Failure”), Customer shall have the right to terminate that affected Narisetu Solutions Service without penalty if Customer provides written notice to Narisetu Solutions within thirty (30) days following such third consecutive calendar month. Customer agrees that any such termination does not entitle Customer to a refund or credit of any fees for Narisetu Solutions Services already performed or delivered by Narisetu Solutions and that fees are still payable for Narisetu Solutions Services that were delivered up to the date of termination and those Narisetu Solutions Services unaffected by the Chronic Failure.
B. Root Cause Analysis (“RCA”)
Upon written request within thirty (30) days of Narisetu Solutions’s failure to meet an applicable Targeted Uptime (“Incident”), Narisetu Solutions will provide an RCA. The RCA will summarize the reasons for the failure, the actions taken to address the Incident, and any recommendations for Service upgrades to help prevent a reoccurrence of the Incident.
| RCAType | Description | Response Target from Closure of Incident |
| Final RCA | Final findings to include recommendations for upgrades to help prevent reoccurrence of the same incident | 5 Business Days |
