Service Level Agreement (SLA)
Service Availability
Access to Nola data platform (for online dashboards, mobile applications, REST application programming interfaces) will be available:
- at least 99.9% of the time during any calendar month, excluding scheduled maintenance, or
- at least 99.5% of the time during any calendar month, including scheduled maintenance.
While Nola will provide 24x7 monitoring of all components, the Service Availability commitment does not include software and hardware elements deployed on Customer's premises.
Performance
Nola will capture and process at least 99% of the daily video footage of each connected feed, excluding any outages which can be attributed to the Customer's infrastructure (e.g. networking, internet, power, CCTV issues).
Nola will process / update / display, where applicable, real-time metrics with a delay of less than 1 minute, relative to when events occur on the camera feed.
Accuracy
Nola's target data accuracy is 95-98%. Nola's data accuracy largely depends on quality of camera views provided by Customer's CCTV infrastructure, initial calibration will determine what level of accuracy is achievable for each metric.
The Customer will determine which metrics and what data accuracy levels are acceptable for operational use and/or, in order to provide better quality of vision, may choose to deploy additional CCTV camera(s).
Nola will maintain an agreed minimum data accuracy level of metrics, throughout the Term, including regular monthly accuracy checks.
Nola will maintain records of accuracy levels throughout the Term.
Maintenance and Downtime
Planned maintenance will be communicated to customers at least 48 hours in advance.
Emergency maintenance, if necessary, will be performed with minimal impact on service availability.
Customer Support
During the contract, Nola will provide support at no additional cost for the services the Customer has purchased. We will respond to support requests, via email, during business hours defined as 9am-5pm AEST, Monday to Friday, excluding Public Holidays.
A support representative will determine the severity level based on the description provided by the Customer according to the table below.
Severity Levels & Target Response Times
| Priority Code | Priority Definition | Target Response Time |
|---|---|---|
| P1 - Urgent | A critical failure in the operational activity of the Services, or an Error that causes the Services to be severely impacted or completely shut down, or Customer's use of the Services is impossible. | 1 hour |
| P2 - High | Errors include high-impact issues in which the Services are inoperative or seriously degraded. | 2 hours |
| P3 - Medium | The Error or degradation of accuracy for one or more data metrics limits the functionality or usefulness of the Services, but the condition is not critical to the continued operation of the Services. | 4 hours |
| P4 - Low | Minimal problems in the services arising from a misleading or unsatisfactory component or configuration. The problem can be circumvented with no operation impact and there are no data integrity issues. | 8 hours |
Monitoring
Nola will monitor the availability of each camera feed and each on-premises device 24x7.