This Service Level Policy (“SLP”) is a policy which describes the standard service levels at which the Customer Services (defined below) will be provided for any entity that becomes or maintains its status as a Digital Edge “Client” (as defined below) by executing a Digital Edge Master Service Agreement (“MSA”) on or after March 3,2025. This policy is not a contract and is subject to change at Digital Edge’s sole discretion. In the event of a conflict between the terms of this SLP and the terms of the MSA, or any Work Orders, Statements of Work, Service Agreements (each to be treated as types of “Work Orders” hereunder), Quote(s), or Other Service Contract(s) executed between a Digital Edge and Client, the terms of such MSA, Work Orders, Quotes, and Other Services Contracts shall prevail and govern.
This SLP only applies to “Customer Services” provided by Digital Edge. Customer Services means the following services:
- Support and Helpdesk
- Alerts
- Digital Edge’s Private Cloud system availability
Definitions
- “Client Portal” or “EMS” or “Enterprise Management System” is the primary resource for Client to access and manage account profile, contact management, contracts, service and maintenance status of services and regions, and support tickets.
- “Monthly Recurring Charge” or “MRC” shall mean the amount that Digital Edge automatically charges the Customer each month for the specific Customer Services provided as specified in the Work Orders, Quotes or Other Services Contracts.
- “Client” means an entity that signed a Digital Edge MSA on or after March 3, 2025.
- “Other Services Contract” is a written document issued by Digital Edge that specifies services to be performed and/or the amounts charged and is not a Workorder or a Quote.
- “Provider’s Infrastructure” shall mean the compute, storage, switching, and network equipment owned and maintained by the Digital Edge used to deliver the Customer Services to the Customer as specified in Work Orders, Quotes, or Other Services Contracts.
- “Quote” is a written document issued by Digital Edge that specifies services to be performed and/or the amounts charged and is not a Work Order or Other Services Contract.
- “Work Order” is a written document issued by Digital Edge that specifies services to be performed and/or the amounts charged and is not a Quote or Other Services Contract.
Support and Helpdesk
All requests/service issues/alerts/support initiatives are required to be logged and recorded as a ticket. At ticket completion, a notification is sent to the Client for approval to close the ticket. The Client then has three hours to confirm that the deployments/changes/issues involved in the ticket are resolved or implemented correctly. After the 3 hour window expires, the ticket shall be deemed completed and whatever actions taken shall be deemed correct.
The Client Portal offers the ability to check alerts/tickets/scheduled maintenance status 24/7. (*Includes an intuitive search tool). Daily/weekly/monthly reports can be automatically scheduled and/or built at will through the Client Portal.
Digital Edge operates on a per client basis, meaning that each client defines the criticality of each request.
Digital Edge utilizes its default prioritization settings, based on industry best practice:
Delay in resource allocation for requests received through the Digital Edge ticketing system will trigger an SLP credit calculation which denotes the credit a Customer is entitled to. Credits will be calculated as a percentage of MRC defined by MSA, Work Orders, Quotes or Other Service Contract(s) as denoted in the below table.
Alerts
Notification – Digital Edge will respond to alerts within 30 minutes. (This does not cover devices which the Client asks to be ignored or are deemed non-critical by Client.)
Delays in alert response will trigger an SLP credit calculation which denotes the credit a Client is entitled to. Credits will be calculated as a percentage of MRC defined by MSA, Work Orders, Quotes or Other Service Contract(s) as denoted in the below table.
Private Cloud System Availability
Digital Edge shall use commercially reasonable efforts to make sure that the services and resources used by the Client pursuant to a Workorder, Quote or Other Services Contract and listed in the table below have the following availability:
If during any calendar month, Digital Edge does not meet the monthly availability defined in the table just above for private cloud system availability, the Client shall be entitled to credits in the form of the equivalent of a one (1) hour fee for the applicable service for each hour of downtime during the month in which Digital Edge fails to meet the SLP. The one (1) hour fee is calculated as follows:
Allocated MRC for the affected service ÷ 720 hours = 1 hour fee
For remedy calculation purposes, downtime starts from the time that the service’s unavailability is reported to Digital Edge by the Client and ends when the service is restored.
Credits and Service Exclusions
Notwithstanding anything in this SLP to the contrary, to receive a credit, the Client must open a credit request ticket through the Client Portal within 1 (one) week of the occurrence of the related delay or downtime. The client must include contact information along with a detailed description of the service delay or downtime. From there, Digital Edge’s team will analyze the request and contact the Client if more information is needed. Digital Edge shall use all information reasonably available to it to validate the claim and make a good faith judgment on whether the customer is entitled to credits.
Once a credit request ticket is approved by Digital Edge, the credit will be applied to the Client’s invoice at the end of the next billing cycle AFTER the end of the billing cycle in which the ticket was received. (This means, for example, that if a credit request ticket was received March 15th and the end of the billing cycle is March 31st, the credit will be credited at the end of the April billing cycle.) Credits may not be transferred or applied to any other account. Credits are not transferable or redeemable for cash.
Notwithstanding anything in this SLP to the contrary, credits cannot exceed 90% of contracted MRC, and Client cannot receive credit for any delays or downtime arising from:
- Any circumstances whatsoever which are not within the reasonable control of Digital Edge or Digital Edge’s subcontractor(s).
- Breach of MSA, Work Order(s), Quote(s), or Other Service Contract(s) by Client.
- Force Majeure events.
- Unannounced Client user changes.
- Client’s provided internet connectivity.
- Scheduled maintenance and downtime.
- State of affairs beyond Digital Edge’s control such as: government related issues, environmental disasters, and hacker attacks.
- Failures or delays caused by Client’s employees or other staff, such as inaccurate configurations, faulty programming changes, or server over-utilization.
- Failure or malfunction of equipment, software, or other technology not owned or controlled by Digital Edge.