Ibbaka Support and Service Levels

Effective for orders placed from 14 January 2025

Support
Ibbaka will provide technical support for the Ibbaka Services in English via email, video conference and in-product chat during the following times: Monday-Friday 6am-6pm Pacific Time

Support Resolution Times
Ibbaka shall use commercially reasonable efforts to respond to and resolve all support incidents or queries that prevent the core operation of the Ibbaka Services within 1 Business Day, and all other support incidents or queries within 2 Business Days.

Service Levels
Ibbaka will provide the Ibbaka Services in accordance with the following service levels: Monthly Uptime Availability of at least 98.5%, excluding Scheduled Downtime and unavailability due to a Force Majeure Event. 

Scheduled Downtime
Scheduled Downtime will take place on weekends or between 8:00 p.m. to 8:00 a.m. Pacific Time on weekdays. Ibbaka will provide Customer with at least twenty-four (24) hours advance notice of Scheduled Downtime. Scheduled Downtime will be no more than eight (8) hours per calendar month.  

Service Credits
In the event that Ibbaka does not achieve the Monthly Uptime Availability in any calendar month, Customer shall be entitled to the following service credits as Customer’s sole and exclusive remedy for Ibbaka’s failure to achieve such Monthly Uptime Availability. A credit of 10% of the subscription Fees for the applicable calendar month will be applied, provided Customer notifies Ibbaka of such failure to achieve Monthly Uptime Availability within thirty (30) days of such failure. Any credit hereunder is not a refund, requires Customer to have paid any outstanding invoices, cannot be exchanged into a cash amount and expires upon termination of the Agreement.

Chronic Service Outage
In the event that Ibbaka fails to meet the Monthly Uptime Availability or Scheduled Downtime exceeds eight (8) hours in a given month in three (3) months out of any six (6) month period or, Customer may terminate this Agreement or the applicable Order Form. Ibbaka will refund to Customer any pre-paid unapplied Fees for the remaining Subscription Period of the then terminated subscription to the Ibbaka Services.

Monitoring
Ibbaka shall monitor the Ibbaka Services and provide availability reporting to Customer as requested.

Escalations
In the event of an emergency support incident or other exceptional circumstances, Customer may escalate a support incident or query to: Customer Support at support@Ibbaka.com