Responsive Time & Service Level Agreements

Responsive Time & Service Level Agreements

Encore will provide Client with technical support services within the timeline detailed in the table below to troubleshoot any technical questions or issues it encounters with the Service (“Support Services”).  Client may contact the Encore Support Services by email at customersuccess@encore.ca.

During the term of the Agreement, Encore will:

A. Use commercially reasonable efforts to make the Services available to Client, through Client’s Portal, 24 hours a day, 7 days a week, except for: (a) planned downtime, of which Encore will give Client reasonable notice (not less than three (3) Business Days) via email to the System Administrator and the Travel Manager responsible for operations and on the Client’s Portal, and which Encore will schedule, to the extent practicable, during low-usage periods as determined reasonably by Encore from time to time or; (b) unavailability caused by a Force Majeure Event;

B. Provide Client with technical support and issue resolution services regarding Client’s use of the Service as per the Service Level Agreement attached to this Agreement; and

C. Provide Customer with the Services or Deliverables set forth in any applicable Statement of Work

System Availability Guarantee – Encore Travel Platform™

A. Service Levels: Encore will use commercially reasonable efforts so that the Service meets or exceeds System Availability of not less than 99.5% for each month during the term of the Agreement (the “Service Level Guarantee”).

B. System Availability: In this SLA, “System Availability” means the total amount of time during a month, excluding Excluded Downtime, that the Service is Available, measured as a percentage and calculated as follows:

System Availability = (Total Minutes – Total Downtime)/(Toral Minutes – Excluded Downtime)

C. Scope: The Service Level Guarantee applies separately per country in which Client is using the Encore Platform Services are located. The Service Level Guarantee applies only to the Service and not to any service provided by Third Party Travel Suppliers.