Service Level Agreement

The following Service Level Agreement (“SLA”) applies only to those Customers who have purchased a Product or Service which Akuuk has agreed to support with this SLA. Please refer to your Agreement with Akuuk or contact your Account Manager if you are unsure whether the SLA applies to your Services.

The SLA is governed by and may be subject to change in accordance with the Terms of Use (“Terms of Service”).

Please refer to the Terms of Use and Section 4 below for the meanings given to capitalized terms in this SLA.

1. Service Levels

   Akuuk will use reasonable endeavours to meet the following service level:

   • Availability Target: 99.9% in each month.

2. SLA Exceptions

   Akuuk shall not be responsible for any failure to comply with any part of the SLA to the extent that such failure results from one or more SLA Exceptions.

3. Measurement

   Tracking of performance against the SLA shall be undertaken by Akuuk using its internal measuring tools and processes.

4. Definitions

   • “Service” means any product or service provided by Akuuk or by it's partners.
   • “Available” means that the Platform is available for the transmission and reception of Services. “Availability” shall be construed accordingly.
   • “Month” means a calendar month.
   • “Platform” means the technology products used by Akuuk to provide the Services.
   • “SLA Exceptions” means any failure to meet a service level as a result (either wholly or in part) of: (a) maintenance; (b) acts or omissions of Service Providers; (c) force majeure conditions referred to in the Terms of Service; (d) suspension of the Services in accordance with the Terms of Service; (e) Customer caused issues including (but not limited to): (i) any failure to provide information requested by Akuuk; (ii) any failure to interface to the Platform in accordance with Akuuk's instructions; or (iii) the throughput which Akuuk has agreed to provide under the Agreement being exceeded).
   • “SMS Message” means any mobile originated and/or mobile terminated SMS (short messaging services).
   • “Resolution” means that Akuuk has determined that a Service Issue has been fixed, resolved, or worked around.
   • “Response Time” means that Akuuk has provided an acknowledgement to the Customer that the Service Issue has been logged (by email or telephone).
   • “Service Issue” means the Platform and/or Services are not able to be accessed or used substantially in accordance with your Agreement with Akuuk.
   • “Support Exceptions” means any failure to meet a service level as a result (either wholly or in part) of: (a) maintenance; (b) acts or omissions of Service Providers; (c) force majeure conditions referred to in the Terms of Service; (d) suspension of the Services in accordance with the Terms of Service; (e) Customer caused issues including (but not limited to): (i) any failure to provide information requested by Akuuk; (ii) any failure to interface to the Platform in accordance with Akuuk's instructions; or (iii) the throughput which Akuuk has agreed to provide under the Agreement being exceeded).
   • “Working Hours” for customers in the Americas means 8.00am until 5:00pm Eastern Time (Monday to Friday, excluding bank or public holidays), for customers in EMEA means 8:00am until 5:00pm GMT/BST (Monday to Friday, excluding bank or public holidays) and for customers in APAC means 8:00am to 5.00pm SGT (Monday to Friday, excluding bank or public holidays).

5. Support Agreement

   5.1 How do I report Service Issues to Akuuk?

   Customers should report all Service Issues to Akuuk Customer Support, using one the following methods:

   Email Address: support@akuuk.com
   Phone Number: 08093007661

   5.2 What happens after I have reported a Service Issue?

   Akuuk will log a trouble ticket in its support system and give the Service Issue one of the following “Priority Definitions”:

   PRIORITY	DEFINITION
   1	All service-related and/or product-related Services are unavailable.
   2	Total loss of connectivity to the Services or material degradation in delivery of all services sent through the Platform to a Service Provider.
   3	Services sent through the Platform to 10 or more devices have not been delivered as expected.
   4	Services sent through the Platform to less than 10 devices have not been delivered as expected.
   5	A request for data or information pertaining to Services, including reports or technical details.

   5.3 Within what timeframes will Akuuk try to respond to and resolve my Service Issue?

   This depends upon the Priority Definition given by Akuuk to the Service Issue and whether you have Basic Support or the Pro Support package. Please contact your account manager or if you are unsure which applies to your account or if you wish to purchase a higher level of support.

   When a Service Issue is reported in accordance with Section 1 above, Akuuk will use reasonable endeavours to comply with the following Response and Resolution times:

   A. Basic Support

   SEVERITY	RESPONSE (Working Hours)	RESOLUTION (Working Hours)	PROGRESS REPORT (Working Hours)
   1	1 Hour	2 Hours	Every hour until resolution
   2	2 Hour	4 Hours	Every 2 hours until resolution
   3	4 Hours	24 Hours	Every 8 hours until resolution
   4	8 Hours	48 Hours	Every 24 hours until resolution
   5	24 Hours	80 Hours	At resolution

   B. Pro Support

   SEVERITY	RESPONSE (Working Hours)	RESOLUTION (Working Hours)	PROGRESS REPORT (Working Hours)
   1	30 Minutes	2 Hours	Every hour until resolution
   2	60 Minutes	4 Hours	Every 2 hours until resolution
   3	2 Hours	12 Hours	Every 4 hours until resolution
   4	4 Hours	24 Hours	Every 8 hours until resolution
   5	24 Hours	40 Hours	At resolution

   Each Response and Resolution timescale commences at the point which Akuuk logs a trouble ticket in its support system.

   Akuuk shall not be responsible for any failure to comply with any part of this Support Agreement to the extent such failure results from one or more Support Exceptions.

   5.4. Does Akuuk conduct maintenance?

   Akuuk use reasonable endeavours to perform planned maintenance on weekdays between the hours of (a) 02:00am to 05:00am GMT/BST for Customers connected to the Platform in the EU; and (b) 01:00am to 04.00am Pacific Time on weekdays for Customers connected to the Platform in the US.

   In the case of unplanned maintenance, Akuuk will use reasonable efforts to provide 24 hours email or SMS notice, if practicable.

   Additionally, Akuuk will use reasonable efforts to give the Customer advance email or SMS notice of any planned maintenance by Service Providers which affects Services relating to particular destinations (provided Akuuk gets equivalent notice from the applicable Service Providers).