Effective: 19th November 2020
This Service Level Agreement (“SLA”) identifies the features and defines the processes associated with StarRez’s delivery of the support functions and services (the “Support Services”) to the Customer for all Software licensed from StarRez pursuant to the License and Service Agreement by and between the Customer and StarRez (the “Agreement”). Capitalized terms not defined herein shall assume the definitions provided in the Agreement.
1.1 Support is available to assist with and maintain the Customer’s agreed upon Software configuration. If a change is required to the Customer’s agreed upon configuration, fees may be involved. If work is required out of the scope of this SLA, the work will be mutually agreed to in writing by both parties in advance of proceeding with the work.
1.2 Costs for additional training or other services, outside of your Statement of Work will be offered, quoted, and agreed by the parties on a case-by-case basis before proceeding with the additional work. If applicable, all travel and expenses related to training and installation will be agreed to in advance by the parties.
1.3 This SLA will remain in force with respect to such Software from year to year for so long as the Support Services pursuant to the Agreement are in force.
1.4 StarRez utilizes a multi-tier support model for processing issue reports. All support requests are to be logged online by the Customer through our ticketing and support portal, StarCare Online. At the time of logging, each ticket will be assigned a unique StarCare reference number.
1.5 The StarCare reference number will be used to track any given issue from initial contact to final resolution.
2.1 The Customer will be entitled to contact StarCare to investigate faults and resolve application issues, available 8 hours (generally 9.00am to 5.00pm in your time zone) per day, Monday to Friday, excluding holidays. Emergency support for Critical (P1) outages is available 24/7.
2.2 StarRez warrants that it shall perform the Support Services in an efficient and professional manner and that it will observe generally accepted industry standards for similar services. Customer acknowledges that StarRez does not warrant that the Software is error free.
4.1 Platform maintenance is undertaken regularly to ensure StarRez Cloud and ancillary services run optimally. Most maintenance is conducted through automation and involves little downtime. Every effort is taken to ensure all maintenance, including updates to StarRez, is undertaken during afterhours periods relative to the customer, typically 1 am to 3 am.
4.2 If general maintenance needs to occur outside this window, StarRez will provide 14 days’ notice to the customers key contacts, who are identified during the customer onboarding process.
4.3 From time to time, unscheduled emergency changes to StarRez are required during business hours to address an uptime, usability, or security issue. These events will be reported via our Cloud Status Page, and count against the uptime metrics in this SLA (99.9%).
5.1 All Customer personnel contacting StarRez for support are required to be appropriately trained in StarRez's Software. When contacting support for assistance with payments, the Customer is also required to be familiar with their PCI DSS obligations as a merchant.
5.2 The Customer will require that all users connecting to the StarRez Cloud will do so using the latest two versions of major web browsers.
6.1 StarRez shall have no obligation to provide Support Services if the Software problems are caused by Customer’s gross negligence, or willful misuse or misapplication of Software other than as specified in StarRez user guides, online help, and training manuals.
You can see the current status of StarRez Cloud and subscribe to availability updates at StarRez Cloud Status.
7.1 The StarRez Cloud shall be accessible to the Customer via the Internet at least 99.9% of the time, based on twenty-four (24) hours per day, seven (7) days per week, on a year to year basis. Notwithstanding the above, any down-time due to interruption or failure of telecommunication or digital transmission links, Customer’s internal network and configuration, internet failures or delays, and scheduled downtime or maintenance shall not be considered a factor in any uptime calculation.
StarRez maintains a range of security controls that are described in more detail in our Security Whitepaper. StarRez will use commercially reasonable efforts to protect data on StarRez Cloud with organisational and technical measures.
8.1 StarRez shall comply with all applicable federal, state and local laws, rules, regulations, directives and governmental requirements currently in effect and as they become effective relating in any way to the privacy, confidentiality or security of information.
8.2 Highly sensitive data such as credit card numbers, social security numbers and similar data are not to be stored in StarRez.
8.3 If StarRez believes that there has been a security breach, StarRez must notify Customer upon the earlier of twenty-four (24) hours after discovery or any time frame required by applicable law. This period allows us to investigate and reduce false positives.
As soon as reasonably practicable after confirming any such security breach, upon Customer’s request, Customer and StarRez will consult in good faith regarding the root cause analysis and any remediation efforts. If any unauthorized access to or acquisition of Confidential Information is caused by StarRez’s breach of its data security obligations under this Agreement, StarRez shall use commercially reasonable efforts to provide notification of the security breach to applicable government and relevant industry self-regulatory agencies, to the media (if required by applicable law) and to individuals whose Confidential Information may have been accessed or acquired.
9.1 StarRez’s privacy commitments are detailed in our Privacy Policy.
9.2 StarRez is compliant with the EU General Data Protection Regulation (GDPR) and will respond to requests from our direct customers for access to information, rectification, erasure, and other requirements of the legislation. If we receive a privacy request from one of your residents, we will pass this request through to you without delay, for your action as the data controller.
10.1 This SLA is limited to the support of Software; it does not include additional licensing. Where additional users and connections are required, additional licensing will be required. Any additional licensed Software will be eligible to be covered under the terms of this SLA if maintenance services are paid in full.
10.2 Please refer to the Agreement, the applicable Statement of Work or StarCare Online for further details of the Software that applies to the Customer.
