Better World Software Inc.
Better
Meal
Delivery
SLA (Service Level Agreement)
Effective Date: January 1, 2023
The Service Level Agreement below is provided for perspective Better Meal Delivery customers, to allow them to assess the service levels Better World Software inc. provides. Better World Software Inc. is referenced as 'The Company', our Better Meal Delivery client as 'Customer' and the Better Meal Delivery app as 'The App'.
NOTE: This agreement may change over time, and does not replace the service level agreement that will be signed between Better World Software Inc. and our clients at the time of entering into a monthly support agreement.
Service Availability
The Company guarantees a minimum of 99.9% uptime for the App during Monday to Friday during normal business hours (8am to 4pm client's local time) for each calendar month of the subscription period. Scheduled or unscheduled maintenance will be performed outside of the normal business hours, unless approved by the customer.
Features
The Company may include additional features at no charge to the Customer. These features will be outlined in an email, notifying the customer of the new features. The Company guarantees that new features or updates will not degrade the use of the existing functionality. Additional feature requests can be submitted to Better World Software Inc. for review and purchased separate to this contract. Custom enhancements will be charged at a discounted hourly rate and may be made available to other Customers.
Technical Support
The Company will provide technical support to the Customer during normal business hours, 7:00 AM to 4:00 PM PST/PDT, Monday to Friday, excluding holidays. Technical support will be provided via email or phone, and the Company will respond to all requests for support within 24 hours.
Bug Fixing
The Company will investigate and resolve any reported bugs in the App within 5 business days of receiving the report. If a bug cannot be resolved within 5 business days, the Company will provide an estimated time for resolution and keep the Customer informed of the progress.
Third-Party Tools
The App uses third-party solutions to deliver email, and display reports and maps. The company does not warranty the performance or stability of the third-party vendor solutions. The current service providers include Sendgrid for email, Flexmonster, for reporting, and Google Maps, for all mapping features. Information about their Service Level Agreement is available on their websites. The Company has the right to change the third-party solution providers.
Performance Monitoring
The Company will continuously monitor the performance of the App to ensure optimal performance. The Company will promptly investigate and resolve any issues that may affect the performance of the App.
Data Backup and Recovery
The Company will backup all data stored in the App on a regular basis to ensure that data can be restored in case of a system failure or other unexpected event. The Company will use commercially reasonable efforts to recover any lost data as soon as possible. All the Customer’s data and data backups reside in the Country where the non-profit is located.
Security
​The Company will use commercially reasonable efforts to maintain the security of the App and protect against unauthorized access, use, modification, or disclosure of data stored in the App. The Company will promptly investigate and resolve any reported security breaches.
Subscription Fees
The Customer will pay a monthly subscription fee to the Company for the use of the App. The subscription fee will be due on the first day of each month of the subscription period. The subscription fee may be adjusted by the Company at any time after six months from the date of this contract, and the Customer will receive a written notice of any changes at least 2 months before the new subscription fee takes effect. Failure to pay the subscription fee may result in the suspension or termination of the Customer’s access to the App.
Termination
The Customer may terminate this agreement at any time by providing written notice to the Company. The Company may terminate this agreement if the Customer breaches any of the terms and conditions of this agreement, including failure to pay the subscription fee. Upon termination, the Customer will no longer have access to the App. On termination, the Customer can request any or all their operational data, to be provided within 30 days of termination in spreadsheet or CSV format.
Liability
The Company will not be liable for any damages, including consequential or incidental damages, arising out of the use, bugs, or inability to use the App, even if the Company has been advised of the possibility of such damages. The maximum liability of the Company under this agreement shall be limited to the amount of subscription fees paid by the Customer during the three months preceding the event giving rise to the liability.