Service Level Agreement (SLA)
1 RE:FORM Technical Support Service Level Agreement
Within this document, we outline the support and maintenance services that RE:FORM offers for the RE:FORM platform, all in accordance with the Terms of Use.
Please note that this SLA is bound by the overarching Terms, inclusive of disclaimers, liability limitations, restrictions, applicable governing laws, and jurisdiction details as stated therein. Any terms with definitions retain their designated meanings unless explicitly redefined within this SLA.
2 Defined Terms
As used in this SLA, the following terms have the following meanings ascribed to them:
2.1 Support Hours
The RE:FORM Support Team is committed to be available for assistance during regular Hong Kong business hours from Monday to Friday. However, customers can reach out to RE:FORM Support every day of the year, around the clock, 24 hours a day.
2.2 Incident
A “Service Failure” means that the Service does not perform in alignment with the most recent RE:FORM technical specifications. “Incidents” encompass a range of issues, including but not limited to Outages and Severity 1, 2, and 3 problems. For the sake of absolute clarity: the definition of an “Incident” does not include known issues that have been openly disclosed in the Service release notes, published Service limitations, or the specific items listed as exceptions to Outages and exclusions from Support and Maintenance.
2.3 Workaround
Refers to a temporary resolution for an Incident that restores the functionality of a disrupted Service.
2.4 Service Restoral
Refers to the restoration of a Service that was disrupted during an Incident.
2.5 Availability
When the Customer whose account is active and enabled has reasonable access to the Service, subject to the exclusions defined in Outages below and in Section 2.7 below.
2.6 Force Majeure Event
Such event may include action or inaction of governmental, civil, or military authority; fire; strike; lockout or other labor dispute (but not including delays caused by subcontractors or suppliers); flood; war; riot; theft; earthquake and other natural disasters or events beyond the reasonable control of RE:FORM .
2.7 Outage
The total number of minutes that the Customer cannot access the Service subject to the exceptions set forth below.
Outages shall not include any time that is due to:
- Scheduled Outage and/or Maintenance Time.
- A failure or fault of Customer’s systems.
- Anything outside the reasonable control of RE:FORM or its contractors.
- Customer’s acts and omissions.
- Customer’s own Internet service provider.
- Any systemic Internet failures.
- Customer’s bandwidth restrictions.
- Customer’s failure to comply with the Customer Responsibilities herein and in the Terms.
- A Force Majeure Event.
- Customer’s failure to operate the Service in accordance with the Terms and the Application.
2.8 Response Time
Initial Response Time is the period from when the Customer submits a support request to when a RE:FORM Support Engineer contacts the Customer and starts working on the support request. The Initial Response Time varies with both the support plan and the Business Impact of the request (also known as Severity).
2.9 Severity
Refers to an agreed classification of an Incident. See Sections 4 and 5.
2.10 Release
Refers to a version, either full or a hot-fix, of the Service or any other third-party software that is used in its system.
2.11 Security Patch
Refers to any software fix released by either RE:FORM or any relevant third-party vendor that aims to solve security vulnerabilities.
2.12 Maintenance
Refers to the modification of the Service and infrastructure in order to deliver new features, correct failures, improve the performance or other attributes.
2.13 Emergency Maintenance
Emergency maintenance activity performed by RE:FORM, without prior notification, might result in downtime.
2.14 Maintenance Time
The time period during which the Service may not be Available each month so that RE:FORM can perform routine maintenance to maximize performance, on an as-needed basis, including Emergency Maintenance.
2.15 Maintenance Notification
Refers to the process of RE:FORM informing the Customer about a future maintenance activity, and generally details the work, its timing, and impact on the Service.
2.16 End of Life (EoL)
Refers to any RE:FORM feature/service that is declared as no longer supported by RE:FORM RE:FORM may at any time at its discretion determine that a feature/service is no longer under Support.
2.17 Total Monthly Minutes
The number of days in the month multiplied by 1,440 minutes per day.
2.18 First reply time
The time between the first Customer comment and the first public comment from an agent, displayed in minutes. First reply time will not be measured on tickets created by an agent.
2.20 Next reply time
The time between the oldest, unanswered Customer comment and the next public comment from an agent.
3 Support and Maintenance
Any and all services, maintenance, support and/or other RE:FORM obligations set forth in this SLA are subject to the Customer’s compliance with Terms and the SLA, the contracted support offering, and payment in full of all applicable fees.
Subject to the foregoing, RE:FORM will provide support to Customer (“Technical Support”) during business hours. Technical Support will include any research and resolution activity performed by RE:FORM.
3.1 Support
At RE:FORM, our Customer Support team takes the lead in technical support interactions with our valued Customers. Email or Slack channels serve as the primary means of assistance.
The Support Team’s key responsibilities revolve around two critical areas:
- Incident Resolution with Customers: Our team collaborates with Customers to swiftly address and resolve Incidents.
- Collaboration with the Engineering Team: We also work closely with our Engineering Team to tackle any Customer-reported Incidents.
To streamline the process:
The RE:FORM Support system will automatically generate a unique case number for each Customer request upon receipt. To ensure effective communication, Customers are kindly requested to respond within the existing ticket thread or on the same ticket via our support portal.
Technical Support may be provided by certified RE:FORM engineers or certified partners, who adhere to RE:FORM’s established practices and security guidelines.
Rest assured, we commit to promptly respond and take appropriate actions for Customer requests or reported Incidents, aligning with the severity levels detailed in Sections 4 and 5 below.
4 Response and Resolution Times
Severity Response SLA
| Type | Customer’s Situation | Support Hour | First reply time | Update frequency |
| Severity 1 | Critical Business Impact | 7×24 | 60 mins | 4 hours |
| Severity 2 | Moderate Business Impact | Business hours only | 4 hours | 1 business days |
| Severity 3 | Minimum Business Impact | Business hours only | 8 hours | 3 business days |
All Severity 1 to 3 and basic support issues will be responded to within typical business hours. Business hours are Hong Kong time from 9:00 AM to 5:00 PM during weekdays (weekends and holidays excluded).
| Type | Customer’s Situation | Definition Expected | Customer Response |
| Severity 1 | Critical Business Impact | Customer’s business has significant loss or degradation of services and requires immediate attention. | When the Customer issue is identified as Severity 1, the Customer confirms that the issue has a critical business impact, with severe loss and degradation of services. The issue demands an immediate response, and the Customer commits to continuous, business hour operation, every day with the RE:FORM team until resolution, otherwise, RE:FORM may at its discretion decrease the Severity to level 2. |
| Severity 2 | Moderate Business Impact | Customer’s business has moderate loss or degradation of services, but work can reasonably continue in an impaired manner. | When the Customer issue is identified as Severity 2, the Customer confirms that the issue has a moderate impact on their business with loss and degradation of services, but workarounds enable reasonable, albeit temporary, business continuity. The issue demands an urgent response. RE:FORM will contact the Customer during business hours only. The Customer also ensures that RE:FORM has their accurate contact information. |
| Severity 3 | Minimum Business Impact | Customer’s business is functioning with minor impediments to services. | When the Customer issue is identified as Severity 3, the Customer confirms that the issue has a minimum impact on their business with minor impediments of service. For a Severity 3 incident, RE:FORM will contact the Customer during business hours only. The Customer also ensures that RE:FORM has their accurate contact information. |
RE:FORM may downgrade the severity level if the Customer is not able to provide adequate resources or responses to enable RE:FORM to continue with incident resolution efforts. RE:FORM uses a proprietary system to determine the Severity Levels and the Customer agrees that said RE:FORM Platform will be the sole basis for resolution of any dispute that may arise between the Customer and RE:FORM regarding this SLA.
5 Maintenance
- Service Enhancements and Maintenance: RE:FORM is committed to enhancing the Service through regular releases, upgrades, and infrastructure maintenance. These endeavors aim to introduce new features and bolster performance, stability, and security. While planned maintenance tasks may lead to full or partial Outages, Customers can generally expect to be informed within five business days upon login to the RE:FORM Service or via email. However, please note that such notifications are not obligatory.
- Emergency Maintenance: In cases where Emergency Maintenance is deemed necessary at RE:FORM’s sole discretion, we will make reasonable efforts to notify Customers at least 12 calendar hours in advance, either via email or through in-service messages. Nonetheless, this notice isn’t guaranteed, and any resulting downtime will not be considered an exception to the Outage classification, nor will it factor into the Availability calculation.
- Security Patch Implementation: RE:FORM periodically applies Security Patches as part of planned or Emergency Maintenance. The approach to notifying Customers aligns with the type of Maintenance, as previously described.
- Force Majeure Events: RE:FORM shall not be held accountable for any delays or failures to fulfill its obligations under this SLA caused directly or indirectly by Force Majeure Events. In such instances, performance timelines will automatically be extended to accommodate any delays stemming from these causes.
6 Limitations
RE:FORM shall be under no obligation to provide Technical Support and/or Maintenance in respect of:
- Incorrect or unauthorized use of the Service where such use is not in accordance with RE:FORM’s documentation;
- Incidents that are related to the Customer’s environment and are beyond RE:FORM’s control such as electricity, networking access, internet latency, malfunctions of 3rd party providers (e.g. Cloud providers, Cloud Performance Monitoring/Billing systems), or reliability that are caused by geolocation, other;
- Overdue or not received Customer payment.
- Factors outside of RE:FORM’s reasonable control, including any Force Majeure Event or Internet access failure or related Incidents beyond the demarcation point of RE:FORM and/or cloud service providers monitored by RE:FORM;
- Any actions or inactions pertaining to Customer or any third party;
- Suspension and Termination by RE:FORM of your right to use the RE:FORM platform;
- Any planned maintenance that RE:FORM performs on its SaaS platform on Saturdays and Sundays (GMT) and any Maintenance Time;
- Situations where the Customer does not provide RE:FORM with sufficient information regarding the Incident;
- Incidents that result from faulty input, instructions, or arguments (for example, requests to access files that do not exist);
- Incidents that result from Customer’s failure to adhere to any required configurations, use supported platforms, follow any policies for acceptable use, or Customer’s 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 RE:FORM’s published guidance;
- Incidents that result from the use of services, hardware, or software not provided by RE:FORM, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or services; and
- Incidents caused by Customer’s use of a Service after RE:FORM advised Customer to modify use of the Service if Customer did not modify its use as advised