AVETTA SERVICE LEVEL ADDENDUM
Last Updated: January 07, 2022
This Service Level Addendum ("SLA") is made a part of the Master Subscription Agreement (“Agreement”) between Avetta, LLC ("Avetta") and the Client identified in the Agreement or associated Sales Order (“Client”). In the event of a conflict between the terms of this SLA and the terms of the Agreement, the terms and conditions of this SLA apply, but only to the extent of such conflict. Capitalized terms used herein by not defined herein shall have the meanings set forth in the Agreement.
Service Commitment.
Avetta Platform Availability: This service level addresses the availability of the relevant information technology infrastructure used by or on behalf of Avetta in performing the Services (the “Avetta Platform(s)” and applies separately to each account using the Avetta Platform(s). Avetta will use commercially reasonable efforts to make the Avetta Platform(s) available with a Monthly Uptime Percentage of at least 99.9% (the "Uptime Commitment").
Supplier Response Time: This service level addresses Avetta’s response time to Suppliers as well as specific turnaround times for verifications and/or audits performed by Avetta on Suppliers. Avetta will use commercially reasonable efforts to perform the below-identified services in the specified times:
|
Service |
Service Level Standard |
|
Phone & Chat |
Available in real time 24 hours per day, 7 days per week, except Christmas Day |
|
Emails and voice messages |
Response in ≤2 business days |
|
Supplier Prequalification Document Review |
Supplier prequalification documents verified in ≤ 2 business days from receipt of required documentation Annual update materials verified in ≤ 2 business days from receipt of required documentation |
|
Insurance Monitoring |
COI submissions verified in ≤ 2 business days from receipt of required documentation |
|
Supplier Audits |
Manual audit submissions* verified in ≤ 10 business days from receipt of required documentation Resubmissions by Supplier verified in ≤ 3 business days from receipt of required documentation |
|
Workforce Qualifications |
Employee level verification completed in ≤ 2 business days from receipt of required documentation |
*Note, a manual audit commences after submission and verification of the Supplier prequalification documents and is contingent upon the applicable Supplier providing a safety manual
Uptime Commitment Exclusions.
The Uptime Commitment does not apply to any unavailability of the Avetta Platform(s) that results from any of the following (the “Uptime Commitment Exclusions”): (i) a suspension, termination, or other remedial action, as described in the Agreement; (ii) factors outside of Avetta’s reasonable control, including any force majeure event, Internet access or related problems beyond the demarcation point of the Avetta Platform(s); (iii) any actions or inactions of Client or any third party (other than a third party within Avetta’s direct control); (iv) the equipment, software, or other technology of Client or any third party (other than third party equipment within Avetta’s direct control); or (v) any Scheduled Maintenance.
Definitions.
"Monthly Uptime Percentage" for a given Avetta Platform is calculated by subtracting from 100% the percentage of minutes during a month in which the relevant Avetta Platform was unavailable. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any Uptime Commitment Exclusion.
"Scheduled Maintenance" means any system maintenance performed on the relevant Avetta Platform, as announced by Avetta prior to such Avetta Platform becoming unavailable.