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Service Level Agreement

Reliability.
In every service detail.

Hanzo Archives Limited & Hanzo Archives Inc. Service Level Agreement

Updated: March 2024

Hosting

Hanzo has configured the service in fault-tolerant, high availability mode for all tiers, and commits to maintaining client system availability of no less than ninety-nine point five percent (99.5%) averaged over each successive three calendar month period. Exceptions to availability of service include planned downtime for maintenance (performed outside of normal business hours), major outages and degradation of ancillary services such as Google Cloud Platform failures; client application outages or degradations (including but not limited to Slack, Amazon Web Services); and client application connectivity issues (e.g., internet, IDP SSO).

Upon learning of any service interruption, Hanzo shall use its best efforts to bring the service back online as soon as possible. Hanzo will provide our clients with prompt notice of any service interruption or potential service interruption, as well as continual periodic updates regarding Hanzo’s progress in remedying that interruption and the estimated time of which the service will be restored.

Error Reporting and Resolution

Hanzo strives to promptly respond to all reported errors associated with our services and will use reasonable efforts to correct any Error reported by the client or otherwise known to Hanzo in accordance with the priority level assigned.

We commit to our clients to provide an initial response acknowledging the report and verifying the error within our “initial response time” objectives. We further commit to use best efforts to resolve the error within the “resolution objective” time frame as listed below. In all cases, Hanzo will provide our clients with periodic reports on the status of the Error and Error Correction.

Our clients can report Errors via email at support@hanzo.co and/or the web at https://hanzohq.atlassian.net/servicedesk/customer/portal/12  

Clients must specify the priority level to Hanzo (including evidence when it should not reasonably be regarded as priority level 3)  when the client reports the Error. Hanzo will assume any Error is priority level 3 unless advised otherwise by the Client when reporting the Error.

Upon acknowledgment of any open issues, Hanzo shall provide the client with (i) the priority level of the issue (including an explanation where Hanzo’s assessment of the priority level differs from that reported by the client); (ii) the intended resolution method; (iii) the estimated times within which work will commence seeking to resolve the issue; and (iv) the estimated time within which Hanzo will seek to resolve the issue. Hanzo shall use reasonable efforts to adhere to the estimated times as reported to the client and shall keep the client informed of its progress. 

Priority Level Error TypeInitial Response TimeResolution Objective
Priority Level 1 (Urgent)Within two (2) business days after receiving the client’s report. If a workaround is not available, reasonable efforts will be made to release an emergency patch to resolve or mitigate the issue or to allow the severity level to be reduced.Within twelve (12) hours after receiving the client’s report.An issue where the services are unavailable to the client, or a function of critical importance cannot reasonably be used, and the situation is an emergency.
Priority Level  2 (High)An issue that has a severe impact on the services.  The services can be used; however, they continue to operate in a restricted fashion and may be inconvenient.Within twenty-four (24) hours of receiving the client’s reportAn issue that causes no material effect on the services, such as a cosmetic issue or documentation error.  A few users may be affected.
Priority Level 3 (Normal)An issue that causes a minor impact on the services.  The services can be used; however, they have reduced functionality that affects a small number of users.Within three (3) business days of receiving the client’s report
Priority Level 4 (Low)An issue that causes no material effect on the services, such as a cosmetic issue, or documentation error.  A few users may be affected.Within five (5) business days of receiving the client’s report 

Definitions

“Error” means any failure of the service (i) to conform with its documentation or (ii) that otherwise causes an error, defect, or failure, whether full or partial, in the functioning of the service.

“Error Correction” means a bug fix, patch, or other modification or addition that brings the service, as applicable, into conformity with its documentation or that otherwise fully corrects an Error.