Service Level Agreement (SLA) for Apostle Software

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Article 1: Purpose

1. This SLA defines the service level expected from Apostle in delivering software and framework for optimizing social media strategies. Its goal is to ensure that business objectives related to sales, recruitment, and marketing are efficiently achieved.

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Article 2: Scope

1. This agreement includes installing the software, onboarding the first groups of brand ambassadors, ongoing technical support, and assistance with internal sales pitches to local branches for license acquisition.

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Article 3: Description

1. Provided Services.
   Apostle will deliver the following services:

• Installation and configuration of the social media optimization software.
• Support during the onboarding of the first two groups of brand ambassadors.
• Personal support during European office hours.
• Assistance in pitching the software to local branches as part of a global strategy.

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Article 4: Performance Indicators

Key Performance Indicators (KPIs):

1. System Uptime: 99.9% uptime guarantee for the Apostle platform.
2. Response Time: Initial response to support requests within 1 hour during European office hours
3. Resolution Time: Issues are promptly addressed to be resolved within 24 hours of reporting, barring force majeure.
4. Onboarding Completion: Successful onboarding of the first group of brand ambassadors.
5. Pitch Effectiveness: Support for internal pitches is provided within one month of request, with a feedback survey to measure effectiveness.

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Article 5: Roles and Responsibilities

Responsibilities of Apostle:

1. Ensure continuous availability and performance of the software.
2. Timely and effective onboarding of brand ambassadors.
3. Maintain and update the knowledge base.
4. Provide personal support during European office hours.
5. Assist in creating and delivering internal sales pitches to local branches.

Responsibilities of the Customer

6. Provide necessary access and information for software installation and configuration.
7. Ensure brand ambassadors are available for onboarding sessions.
8. Report issues and incidents promptly via designated support channels.
9. Collaborate with the Apostle team to prepare and deliver internal pitches.

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Article 6: Management

Incident Reporting

1. Customers can report incidents via the Apostle support portal. Required information includes a detailed description of the issue, steps to reproduce it, and any relevant screenshots or log files.

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Article 7: Incident Response

1. Apostle will acknowledge incident reports within 1 hour during European office hours (9:00 - 17:00 CET) and provide updates until the issue is resolved.

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Article 8: Support Availability

1. Personal support is available during European office hours (9:00 - 17:00 CET).

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Article 9: Maintenance Schedules

1. Planned maintenance will be communicated to customers at least 48 hours in advance, with efforts to minimize downtime and disruption.

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Article 10: Data Protection

1. Apostle is committed to complying with all relevant data protection regulations, including the GDPR.

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Article 11: Remedies for Service Failures

1. If Apostle fails to meet the agreed service levels, the customer has the right to:
   • Escalate the issue and request a detailed improvement plan from Apostle.
   • Persistent failures may lead to renegotiation of terms or termination of the agreement as described below.

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Article 12: Termination Conditions

1. The SLA is terminated after termination of the license agreement.

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Article 13: Dispute Resolution Process

1. In the event of a dispute, the parties will first attempt to resolve it through negotiation. If this fails, they may proceed to mediation or arbitration as agreed.

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Article 14: Review Frequency

1. Apostle is entitled to amend the SLA at any time. The most recent version of the Terms and Conditions shall always apply. Any such amendment will take effect fourteen (14) days after the date of dispatch of the amended SLA to the Customer. If the Customer objects to the amendment in writing within these fourteen (14) days, the original SLA will continue to apply concerning him.

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Article 15: Authorized Signatories

1. Apostle and the authorized representatives of the customer agree to this SLA, which is appended to the collaboration agreement.