OneReg Service Level Agreement

OneReg Service Level Agreement  

Last updated: 2 July 2024.  

1. Introduction 

This OneReg Service Level Agreement (“SLA”) applies to the Services provided by OneReg to the Client for the term of the Contract. The purpose of this SLA is to detail OneReg’s commitment to ensuring client satisfaction and to detail your responsibilities, as the Client, to ensure we deliver you the most efficient and effective resolution to any issues you may experience.  

1. Service Level Objective 

OneReg will use commercially reasonable efforts to make the OneReg Service available to you a minimum of 99.5% of the time in any one-month period. In the event OneReg does not meet this Service Level Objective, you will be eligible to request to receive a Service Credit as described below.  

1. Service Credits 

Service credits may be available to the Client in accordance with the table below. Service Credits are calculated as a percentage of the fees paid or payable for the month in which the Monthly Availability fell short of the Service Level Objective. The Service Credit will be applied by OneReg to future payments otherwise due from you to OneReg. Service Credits cannot be transferred and will only be refunded in the form of cash at the discretion of OneReg. Unless otherwise agreed, the sole and exclusive liability for any unavailability of the Service is the issue of Service Credits, if eligible, by OneReg to you and in accordance with the terms of this SLA. You must request the Service Credits in writing to OneReg within three (3) months following the month where the Service Level Objective was not met.  

1. Your Responsibilities 

Should you notice any issue, unavailability or error with the Service you must use commercially reasonable efforts to communicate this with OneReg as soon as possible by contacting support@onereg.com with the subject line “issue, unavailability or error” and a description of the issue. 

1. OneReg Response Times  

In addition to OneReg’s responsibilities with regard to the Service Level Objective, OneReg will use commercially reasonable efforts to respond to and resolve any issues raised by you as soon as possible after you have contacted OneReg in accordance with this SLA. Notwithstanding the foregoing, OneReg will endeavour to adhere to the following response times according to the severity of the issue: 

The response time is the time it takes OneReg’s support team to respond to a problem reported by you in accordance with this SLA and to start investigating the issue. Reporting of all incidents must be made via Support@Onereg.com. Once acknowledged, you will be provided instructions on methods to escalate an issue further. We also recommend contacting your internal IT department for support. 

1. Exclusions  

The Service Level Objective does not apply to any unavailability, suspension or termination of the OneReg Services caused by 1) your intentional or unintentional misuse of the OneReg Service, 2) suspension or termination of the Services to you, 3) your failure to adhere to OneReg’s policies, procedures or instructions communicated to you by OneReg with regard to the use of the Service, and 4) any events outside the reasonable control of OneReg. 

1. Review 

This SLA may be amended by OneReg from time to time by providing the Client with written notice. 

1. Escalation Process 

Once you have notified us of an issue, you will receive an acknowledgment via email. Within this notification will be details on escalation options should you have an issue that has not been responded to in reasonable time or you are not satisfied with the response or outcome. 

1. Definitions  

End of Document