Last Updated: 26th June 2025
1. INTRODUCTION
1.1. This Service Level Agreement (“Service Level Agreement”) forms part of the terms and conditions, governing Your specific relationship with BriefTech. Capitalized terms not defined in this Policy have the meanings given to them in the General Terms.
1.2. If we do not achieve and maintain the service levels for each Service as described in this Service Level Agreement, then You may be eligible for a credit towards a portion of Your fees. We will not modify the terms of Your Service Level Agreement during the initial term of Your subscription; however, if You renew Your subscription, the version of this Service Level Agreement that is current at the time of renewal will apply throughout Your renewal term. We will provide at least 90 days’ notice for adverse material changes to this Service Level Agreement. You can review the most current version of this Service Level Agreement at any time by visiting our Website.
1.3. This Service Level Agreement applies to the part of the Service which does not fall within the Beta Features or service tiers provided free of charge.
2. SUPPORT
2.1. BriefTech provide support through access to our Website as well as via email directed to [email protected] which is monitored from 9.00 am – 5.00 pm GMT 8.
2.2. BriefTech will provide maintenance and support services (“Support Services”) from later of the effective date as provided in the Order Form or the go-live date applicable. BriefTech will report operational incidents affecting the Service and notify You of scheduled maintenance via email.
2.3. You shall promptly provide BriefTech with all information and materials required for the purpose of investigating, diagnosing and correcting a reported issue. BriefTech shall not be liable for failure to provide, or delay or error in providing, the Support Services resulting from the failure or delay in providing information.
2.4. BriefTech shall provide technical advice as needed to resolve You day-to-day difficulties and queries in respect of understanding and operating the Service, such as information on platform capabilities, navigation, installation, or configuration.
2.5. BriefTech will use commercially reasonable efforts to ensure that Defects are resolved within 48 hours unless the Defects are materially complex whereby You shall provide the understanding that BriefTech be given a longer time period to correct such Defects.
3. SERVICE LEVELS
3.1. BriefTech will use commercially reasonable steps to make the key Service available to You at least 99% of each calendar month (“Availability Commitment”).
3.2. The uptime of key Services shall be calculated monthly, by dividing the number of operationally successful 5-minutes intervals by the total number of 5-minutes interval in the relevant calendar month, excluding any scheduled maintenance and any Downtime caused by events or issues outside of BriefTech’s control (including for the avoidance of doubt any issues that You are responsible for). For the purpose of this Service Level Agreement, “Downtime” is any event under BriefTech’s or its subcontractors’ reasonable control that causes the Service to become generally unavailable to you.
3.3. Planned maintenance must be communicated to You at least 24 hours in advance, unless deemed necessary from a security perspective, in which case the maintenance can take place with a shorter notice.
3.4. BriefTech will report operational incidents affecting the Services and notify the Client of scheduled maintenance via email.
4. LIMITATION
4.1. This Service Level Agreement and any applicable Service Levels do not apply to any performance or availability issues:
4.1.1. Which are not affecting your substantive usage or functionality of the key Service which shall be the the software-as-a-service platform, applications or system;
4.1.2. Due to factors outside our reasonable control such as Force Majeure events (for example, natural disaster, war, acts of terrorism, riots, government action, or a network or device failure external to our data centers, including at Your site or between Your site and our data center);
4.1.3. That result from the use of services, hardware, or software not provided by us, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or services;
4.1.4. That results from failures in a single data centre location, when Your network connectivity is explicitly dependent on that location in a non-geo-resilient manner;
4.1.5. Caused by Your use of a Service after we advised You to modify Your use of the Service, if You did not modify Your use as advised;
4.1.6. During or with respect to preview, pre-release, beta or trial versions of a Service, feature or software (as determined by us) or to purchases made using BriefTech promotion credits;
4.1.7. That result from Your unauthorized action or lack of action when required, or from Your employees, agents, contractors, or vendors, or anyone gaining access to our network by means of Your passwords or equipment, or otherwise resulting from Your failure to follow appropriate security practices;
4.1.8. That result from Your failure to adhere to any required configurations, use supported configurations or platforms, follow any policies for acceptable use, or Your use of the Service in a manner inconsistent with the features and functionality of the Service (for example, attempts to perform operations that are not supported) or inconsistent with our published guidance;
4.1.9. That result from faulty input, instructions, or arguments (for example, requests to access files that do not exist);
4.1.10. That result from Your attempts to perform operations that exceed prescribed quotas or that resulted from our throttling of suspected abusive behavior or hacked accounts;
4.1.11. Due to Your use of Service features that are outside of associated support windows;
4.1.12. For licenses not fully paid for, at the time of the Incident;
4.1.13. Your initiated operations such as restart, stop, start, failover, scale compute, and storage (which by their nature include capacity constraints) that incur downtime are excluded from the uptime calculation unless explicitly defined in the applicable Service Level);
4.1.14. Monthly maintenance window that incurs a downtime to patch Your server and infrastructure is excluded from the uptime calculation; and
4.1.15. That result from performance degradation or latency issues without actual service unavailability (except for services which explicitly include a performance-based Service Level).
4.2. Any service outage communications are intended to help You take preventive actions for their business-critical applications and are not a confirmation of missed Service Levels.