This Fast Refund Co Ltd (trading as “At Last”) Service Level Agreement ("SLA") accompanies the At Last Fulfillment Terms & Conditions and the At Last Terms & Conditions (available at www.atlast.co/legal/fufilment-terms-conditions and www.atlast.co/legal/merchant-terms respectively) or a successor "Agreement" entered into between you ("Customer") and At Last.
At Last will provide the following service levels in accordance with the Term specified in the Agreement.
1. Availability of The Software
1.1 Target Availability. At Last will use commercially reasonable efforts to make each Service available with an uptime of 99.8% of each calendar month ("Target Availability").
1.2 Exclusions. The calculation of uptime will not include unavailability to the extent due to: (a) use of the Service by Customer in a manner not authorized in this Agreement or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of At Last’s reasonable control; (c) Customer's equipment, software, network connections or other infrastructure; (d) third party systems, acts or omissions; or (e) Scheduled Maintenance or reasonable emergency maintenance.
1.3 Scheduled Maintenance. "Scheduled Maintenance" means At Last's scheduled routine maintenance of the Services for which At Last notifies Customer at least twenty-four (24) hours in advance. Scheduled Maintenance will not exceed eight (4) hours per month. At Last typically performs Scheduled Maintenance once per month.
1.4 Remedy for Failure to Meet Target Availability. If there is a verified failure of a Service to meet Target Availability in two (2) consecutive months, then Customer may terminate the applicable Fulfillment Agreement Term by sending written notice of termination within thirty (30) days after the end of the second such month. This termination right is the Customer's sole and exclusive remedy, and At Last’s sole and exclusive liability, for At Last’s failure to meet the Target Availability.
2. Technical Support
At Last offers technical support services for the Service ("Support ") in accordance with the following terms:
2. 1 Support Hours. Support is provided 9:30am and 7:00pm (GMT) 5 days a week on Monday to Friday (“Normal Business Hours”).
2.2 Incident Submission and Customer Cooperation. The Customer may report errors or abnormal behaviour of the Service ("Incidents") by contacting At Last in our business support chat messenger via our dashboard or by email at business@atlast.co. The Customer will provide information and cooperation to At Last as reasonably required for At Last to provide Support. This includes, without limitation, providing the following information to At Last regarding the Incident:
2.3 Incident Response. At Last’s Technical Support personnel will assign a priority level ("Priority Level") to each Incident and seek to provide responses in accordance with the information below.
2.4 Exclusions. At Last will have no obligation to provide Support to the extent an Incident arises from: (a) use of the Service by Customer in a manner not authorized in the Agreement or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of At Last’s reasonable control; (c) Customer's equipment, software, network connections or other infrastructure; or (d) third party systems, acts or omissions.
