Service Level Agreement
This Service Level Agreement (“SLA”) is a policy governing the use of SaaSEIM’s (the “Company”) Gosimer Health and Gosimer Legal services running within the Amazon Web Services and S3 environments (“the System”.) under the terms of the reseller agreement and terms of service for the Gosimer Health and Gosimer Legal services. between Gosimer and its affiliates (“us” or “we”) and resellers and users of the System (“you”). This SLA applies separately to each account using the System. Unless otherwise provided herein, this SLA is subject to the terms of the reseller agreement and terms of service (together “Agreements”) and capitalized terms will have the meaning specified in those documents. We reserve the right to change the terms of this SLA in accordance with the Agreements.
Service Commitment
Company will use commercially reasonable efforts to make the System continuously available subject to service interruptions for maintenance and disruptions attributed to the AWS and the S3 services provided by Amazon.
Service Disruption Exclusions
The Company’s Service Commitment does not apply to any unavailability, suspension or termination of the System or System performance issues: (i) that arise from our suspension or termination of your rights to use the System in accordance with the Agreements; (ii) caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of the Amazon S3 environment; (iii) that result from any actions or inactions of you or any third party; or (iv) that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control).