Valocity Service Level Terms

These Valocity Service Level Terms are incorporated into the Agreement formed by the Client signing the Service Order. The definitions and terms relating to interpretation set out in the Valocity Licence Terms, available at https://valocitytest.wpengine.com/en/valocity-licence-terms/ apply to these Valocity Service Level Terms.

Minimum Valocity System Performance Levels

TASK Min. level of performance Measures Tracking & Reporting

Valocity System Availability within core service hours being 6 am – 10 pm AEST six days per week.

Scheduled down time is to occur outside core Business Hours.  Agreed fortnightly deployment outage 8 pm Fridays for up to 30 minutes.

 99% Reporting to be delivered on request to the Client to confirm Valocity System performance and UI availability. Performance Reviewed & Reported on monthly basis.
System Performance

All performance measures assume:

  • the Valocity System is to respond in less than 30 seconds, 99% of the time when retrieving existing Valuation Requests; and
  • the Valocity System is to respond in less than 30 seconds 99% of the time when submitting Valuation Requests, excluding AVM
 Reporting to be delivered on request to the Client to confirm Valocity System performance and UI availability. Performance Reviewed & Reported on monthly basis

Note, all performance levels and subject to the Client and its users’ internet connection being of reasonable speed and reliability.

Definition of incidents

Incident Description Time to acknowledge incident Time to resolve incident

Severity 1 –

Major Incident – Urgent and Business Critical (i.e. Valocity System platform being unavailable with no ability to order, receive, view & amend)

For each Severity 1 Incident, Valocity is expected to;

  • Respond to all incidents within 30 minutes of notification or
  • Provide root cause of incident as soon as available
  • Provide a formal incident report outlining the incident, root cause and corrective and preventative actions within 5 business days

 

Where preventative actions are to be scheduled, developed and implemented, progress will be advised via email.

 4 hours maximum

Severity 2 – Category

Major Incident – Non- Business Critical

(i.e.  B2B connection not available via normal channels resulting in workflow delays due to manual workarounds)

For each Severity 2 Incident, Valocity is expected to:

  • Respond to all incidents within 4 hours of notification or
  • Provide a formal incident report outlining the corrective and preventative actions

 

Where preventative actions are to be scheduled, developed and implemented, progress will be advised via email.

 24 hours maximum