This agreement represents a Service Level Agreement (“SLA”) between Prime Innovative Technologies (“PIT”) and you (Client) for the provisioning of PIT Services (Service(s)) required to support and sustain the Trion Web Application, Business Intelligence Software and services and related software and services agreed upon in the Clients’ Statement of Work and corresponding Terms of Service.
This SLA remains valid unless superseded by a revised SLA mutually endorsed and executed in writing by both PIT and Client. This SLA outlines the parameters of all PIT Services covered as they are mutually agreed.
Prime Innovative Technologies reserve the right to update this Service Level Agreement to reflect procedural or operational changes. Updates will take effect immediately upon being communicated to Clients via email and posted on the PIT website. Clients will have a 30-day period following the notification to raise concerns or discuss the changes with PIT. Material changes impacting Client rights or obligations will still require mutual agreement. The most current version of this agreement can be reviewed by clicking on the "Service Level Agreement" or "SLA" hypertext link located on our web page.
Your use of the PIT Services shall constitute an acceptance by you to the terms of this agreement. If you do not agree to the terms of this agreement, do not use and/or discontinue all use of PIT Services.
The purpose of this SLA is to ensure that the proper elements and commitments are in place to provide consistent application support for the Business Intelligence software and services and related software and services provided by PIT. This SLA defines the mutual agreement between PIT and Client for PIT Services.
The objectives of this Agreement are to:
PIT and you the Client represent the sole and only stakeholders (“Stakeholders”) associated with this SLA:
This SLA is valid as of the Effective Date of the applicable Statement of Work or other agreement between the parties and is valid until terminated in accordance with the Terms of Service or Statement of Work. This SLA should be reviewed at a minimum of once per fiscal year; however, in lieu of a review during any period specified, the current SLA will remain in effect.
The Client is responsible for assigning a System Administrator as noted in the Statement of Work. The System Administrator shall be responsible for facilitating regular reviews of this SLA. Contents of this SLA may be amended as required, provided mutual agreement is obtained from the Stakeholders and communicated and executed in writing. The System Administrator will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.
The following detailed service parameters are the responsibility of PIT in the ongoing support of this SLA.
Client responsibilities and/or requirements in support of this SLA include:
PIT responsibilities and/or requirements in support of this SLA include:
Assumptions related to in-scope Services and/or components include:
PIT provides services based on the functionality and structure of third-party systems, applications, and data sources as they exist at the time of implementation and after Client's approval. Changes made by third-parties, such as system updates, schema modifications, or alterations to file formats, may impact the functionality of PIT's services, including but not limited to data pipelines, automation and integrations.
1. Responsibility for Updates:
(i) PIT will make commercially reasonable efforts to identify and resolve issues arising from third-party changes to ensure continued functionality of the services.
(ii) PIT will implement updates or reprogramming required to address these changes at no additional cost to the Client for standard maintenance activities that fall within the scope of Ongoing Support and Continuous Development Services.
2. Recurring or Significant Changes:
(i) In cases where third-party changes are frequent, significant, or require substantial reprogramming beyond typical maintenance, PIT reserves the right to discuss the scope and potential additional costs with the Client before proceeding. Such costs, if applicable, will be mutually agreed upon in writing.
3. Client Cooperation:
(i) The Client acknowledges that resolving issues caused by third-party changes may require timely cooperation, including providing PIT with access to updated documentation, example files, or technical support from the third-party vendor.
4. Exclusion of Liability:
(i) PIT shall not be held liable for service disruptions caused directly by changes to third-party systems, applications, or data sources outside PIT's reasonable control. However, PIT remains committed to restoring functionality promptly within the terms of the SLA.
Effective support of in-scope Services is a result of maintaining consistent service levels. The following sections provide relevant details on Service availability, monitoring of in-scope Services and related components.
Coverage parameters specific to the Service(s) covered in this SLA are as follows:
In support of Services outlined in this SLA, PIT will respond to Service related incidents and/or requests submitted by the Client within the following time frames:
Clients may report issues or request support through the following methods:
PIT will make commercially reasonable efforts to resolve service-related incidents within the following timeframes, based on their priority classification:
Resolution times are contingent on:
For Clients enrolled in Ongoing Support and Continuous Development Services, PIT will assign a dedicated Data Analytics Developer to work directly with the Client's team. This Developer will continuously collaborate with the Client to add new reports, modify existing reports, and address ongoing analytical needs. Having this resource ensures rapid response to operational and reporting requirements alongside efficient resolution of incidents.
PIT will keep the Client informed of progress and estimated timelines during the resolution process, ensuring transparency and alignment with Client expectations.
