Service Level Agreement

DEFINITIONS

“We”/”Us”/”Our”/”GeoMarvel” means GeoMarvel LLC. (C 55975) of 201 N Union Street, Suite 110, Alexandria, VA 22314. “You”/”Your”/”Client”/”User”/”Customer” means the user of the Website and/or customer of the Services. “Services” means any services offered by GeoMarvel LLC on the Spatial Host Platform including but not limited to cloud application deployment, management and infrastructure management, customer service, support, billing, invoicing, or other services related to access, usage, or maintenance of the Spatial Host Platform. GeoMarvel LLC. strives to provide a high quality service – details of the services are provided in the comprehensive Service Level Agreement below. This SLA is an integral part of your agreement with GeoMarvel as referenced in GeoMarvel's Terms of Service. The compensations described in this SLA are your sole and exclusive compensations for the events covered by the SLA.

GeoMarvel LLC. may make changes to the Service Level Agreement from time to time. When these changes are made, GeoMarvel LLC. will make a new copy of the Service Level Agreement available at https://www.GeoMarvel.com/terms.php. GeoMarvel will also notify You of any substantial changes on the email address provided by You during the registration process, and give You the opportunity to terminate Your contract with GeoMarvel should you not agree with these substantial changes. You understand and agree that if you use the Services after the date indicated in the said email , GeoMarvel LLC. will treat your use as acceptance of the updated Service Level Agreement.

STANDARD LEVEL OF SERVICE (SERVICE STANDARD)

• GeoMarvel’s goal is to ensure that access to GeoMarvel's Platform is available to Customers twenty-four hours a day, seven days per week, and three hundred sixty-five days per year (“Service Availability”).
• Please note that Service Availability refers to GeoMarvel’s Platform. GeoMarvel does not guarantee the Service Availability of GeoMarvel's Partner Cloud Providers (see THIRD PARTY INFRASTRUCTURE PROVIDERS SLAS for more details).
• GeoMarvel offers two standard support options, Live Chat during agreed support hours and the Customer Support Ticketing System.
• Chat Service is intended to provide an interactive method to request and receive basic information and troubleshooting assistance on a first-come, first-served basis, and in accordance with the service tier procured through GeoMarvel. In order to provide effective support to its broad user base, the interactive support sessions are subject to a maximum duration time depending on the support plan level you are in:

• Standard Support – 15 minutes max chat duration
• Advanced Support – 30 minutes max chat duration
• Premium Support – No limit (chat offered via Private Slack channel)

• If the duration of the interactive support session goes above the limits set above, GeoMarvel's support agents will create a ticket with all information provided during the chat session to be followed up with by GeoMarvel's senior engineers via GeoMarvel's Customer Support Ticketing System. Expected response times for tickets presented by Customers or created on the Customers’ behalf by GeoMarvel's agents are as listed below. Note that response times are subject to resource availability and :

• High Priority Tickets (Customer Service Support Portal Available 24x7x365)

• Standard Support Response Goal – 4 hours
• Advanced Support Response Goal– 2 hour 
• Premium Support Response Goal – 1 hour

• Normal Priority Tickets (instant Live Chat available 24x7x365)

• Standard Support – 24 hours
• Advanced Support – 12 hours
• Premium Support – 6 hours

• GeoMarvel's Response Time goal is the time it takes to acknowledge and have the “work started” status only, not the time it takes to resolve the issue in question, as severity of tickets may vary.
• High Priority tickets must be related to events that render Customers’ infrastructure and/or critical services unusable/inaccessible. Other types of events rated as High Priority by Customers and that don’t match this description will be demoted to Normal Priority by GeoMarvel LLC.’s personnel and treated accordingly.
• Customers who have signed up for GeoMarvel's Premium Support are offered two additional support options, a private Slack channel and phone support. Premium Support is accessibility via Private Slack, Phone, and in off hours instances-access to Customer Support Portal accessible, 24 hours per day (24x7x365). GeoMarvel’s goal is to respond to any request through these channels within the response times outlined above (Response Time). As with the standard support options, the Response Time goal is a time to acknowledge and address tickets as quickly as possible within the response time goals. Note that response time refers to acknowledgement of a ticket submitted through the Customer Support Portal. It is not a guarantee that the ticket will be completed or meet clients expectations as a completed work product within the response time.
• GeoMarvel LLC. realizes that our Service Availability and Response Time goals may not always be met. Accordingly, Clause 2 sets out credits should GeoMarvel fail to meet the Service Availability or Response Time goals.

IF SERVICE STANDARD IS NOT MET

In the event that a Customer(s) has reported an issue or ticket through the Customer Support Portal and Service Standards are not met within a reasonable amount of time, GeoMarvel may elect to Refund Customers with a credit against Your next monthly invoice. GeoMarvel may credit the account for up to five percent of Your total fee (for the month in which the SLA was not met) for each hour in which GeoMarvel fail to meet Our Service Standard levels. Collectively, these are referred to as SLA Credits. SLA Credits are based on GeoMarvel's monitoring, may not exceed the total amount of Fees you have paid to GeoMarvel for the month in which GeoMarvel failed to meet the Service Standards set out in Clause 1, may not be aggregated, and will not be paid in cash.

SITUATIONS IN WHICH GEOMARVEL WILL NOT DISBURSE ANY CREDIT

Should GeoMarvel fail to meet the Service Standard goal as a result of scheduled outages, emergency maintenance or Force Majeure Events, the SLA Credit policy will not be applicable. If the failure to meet the Service Standards is based on a non-standard environment, customer authored code or changes to the Service by parties other than GeoMarvel LLC., You will not be entitled to any SLA Credit.

THIRD PARTY INFRASTRUCTURE PROVIDERS SLAS

Third Party Infrastructure which is accessed through the Platform is subject to Third Party Service Level Agreements and Terms and Conditions provided by Thirty Party. GeoMarvel is not responsible for, may in no way be held accountable for, nor does it warrant, Third Party Provider service satisfaction. For reference to Amazon Compute Service Level Agreement, please refer to Amazon Compute SLA. 

SERVICE FEE BILLING

Platform Service fees are determined based on the Customers selected level of Service. Unlike monthly hosting costs, Platform Service fee is billed up front in the entirety for the Service Term (12 months). 

HOSTING COSTS BILLING

Cloud hosting costs will be billed on a monthly basis to include all costs accrued through the Infrastructure Provider as well as management fees. Customer shall receive an invoice for the monthly accrued costs.Corey - If you expand your resource in spatial.host the Cloud Hosting will will be increased based etc)

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