1.0 | Overview

Supply Chain Cloud is a set of purpose-built software solutions for the supply chain market.

This document outlines the service level agreement for licensed modules of Supply Chain Cloud provided by Accenture.

As Supply Chain Cloud is hosted in Microsoft Azure, definitions and terms, including availability, Accenture will adhere to the same Service Level guidelines as defined by Microsoft and listed in Schedule 4.

2.0 | Terms

Claims

In order for Accenture to consider a claim, Client must submit the claim to customer support (see Section 5.0 Incident Reporting) at Accenture including all information necessary for Accenture to validate the claim, including but not limited to: (i) a detailed description of the Incident; (ii) information regarding the time and duration of the Downtime; (iii) the number and location(s) of affected users (if applicable); and (iv) descriptions of Client’s attempts to resolve the Incident at the time of occurrence.

For a claim related to a Supply Chain Service hosted in Microsoft Azure, Accenture must receive the claim within 30 days of the day when the Incident, that is the subject of the claim, occurred. For claims related to all other Services, Accenture must receive the claim by the end of the calendar month following the month in which the Incident occurred. For example, if the Incident occurred on February 15th, Accenture must receive the claim and all required information by March 31.

Accenture will evaluate all information reasonably available to Accenture and make a good faith determination of whether a Service Credit is owed. Accenture will use commercially reasonable efforts to process claims during the subsequent month and within forty-five (45) days of receipt. Client must be in compliance with the Accenture SaaS Agreement in order to be eligible for a Service Credit. If Accenture determines that a Service Credit is owed to the Client, Accenture will apply the Service Credit to Client’s Applicable Monthly Service Fees.

If Client purchased more than one Service within the Supply Chain Cloud, then Client may submit claims pursuant to the process described above as if each Service were covered by an individual SLA. For example, if Client purchased both Supply Chain Cloud – Buy and Supply Chain Cloud - Ship, and during the term of the subscription an Incident caused Downtime for both Services, then Client could be eligible for two separate Service Credits (one for each Service), by submitting two claims under this SLA. In the event that more than one Service Level for a particular Service is not met because of the same Incident, Client must choose only one Service Level under which to make a claim based on the Incident. Unless as otherwise provided in a specific SLA, only one Service Credit is permitted per Service for an Applicable Monthly Period.

Service Credits

Service Credits are Client’s sole and exclusive remedy for any performance or availability issues for any Service under the SaaS Agreement and this SLA. Client may not unilaterally offset Client’s Applicable Monthly Service Fees for any performance or availability issues.

Service Credits apply only to fees paid for the particular Service, Service Resource, or Service tier for which a Service Level has not been met. In cases where Service Levels apply to individual Service Resources or to separate Service tiers, Service Credits apply only to fees paid for the affected Service Resource or Service tier, as applicable. The Service Credits awarded in any billing month for a particular Service or Service Resource will not, under any circumstance, exceed Client’s monthly service fees for that Service or Service Resource, as applicable, in the billing month.

Limitations

This SLA and any applicable Service Levels do not apply to any performance or availability issues:

Due to factors outside Accenture’s reasonable control (for example, natural disaster, war, acts of terrorism, riots, government action, or a network or device failure external to Accenture’s data centers, including at Client’s site or between Client’s site and Accenture’s data center);
That result from the use of services, hardware, or software not provided by us, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or services;
That results from failures in a single Microsoft Datacenter location, when Client’s network connectivity is explicitly dependent on that location in a non-geo-resilient manner;
Caused by Client’s use of a Service after Accenture advised Client to modify Client’s use of the Service, if Client did not modify Client’s use as advised;
During or with respect to preview, pre-release, beta or trial versions of a Service, feature or software (as determined by us) or to purchases made using Microsoft subscription credits;
That result from Client’s unauthorized action or lack of action when required, or from Client’s employees, agents, contractors, or vendors, or anyone gaining access to our network by means of Client’s passwords or equipment, or otherwise resulting from Client’s failure to follow appropriate security practices;
That result from Client’s failure to adhere to any required configurations, use supported platforms, follow any policies for acceptable use, or Client’s use of the Service in a manner inconsistent with the features and functionality of the Service (for example, attempts to perform operations that are not supported) or inconsistent with Accenture’s published guidance;
That result from faulty input, instructions, or arguments (for example, requests to access files that do not exist);
That result from Client’s attempts to perform operations that exceed prescribed quotas or that resulted from Accenture’s throttling of suspected abusive behavior;
Due to Client’s use of Service features that are outside of associated Support Windows; or
For licenses reserved, but not paid for, at the time of the Incident.

3.0 | Service Specific Terms

Supply Chain Cloud

Downtime: The service is considered available in the following scenarios:

The service is able to process user sign-in, profile editing, and password reset.
Users are able to create, read, write and delete entries in the service based on approved role and security settings.

Monthly Uptime Percentage: Accenture guarantee at least 99.9% availability of the Service in Azure.

Service Credit:

Monthly Uptime Percentage	Service Credit
<99.9%	10%
<99%	25%

4.0 | Incident Reporting

All incident cases regarding downtime may be reported to Accenture 24/7 via the email or web as defined below:

5.0 | Planned Maintenance

Accenture provides updates to Supply Chain Cloud Services as part of their software lifecycle. These updates may include, but are not limited to, major releases, infrastructure updates, bug fixes and security updates

As such, Accenture will have period of scheduled downtime related to Service updates. Accenture will publish notice or notify Client at least five days prior to the commencement of such downtime. The default downtime window as listed below is scheduled on weekends in time windows defined per region to minimize the impact to the Client’s business.

Accenture Planned Maintenance Schedule

NAM: 2 AM to 10 AM
EMEA: 10 PM to 6 AM
APAC: 12 PM to 9 PM

6.0 | Terms and Conditions

The Service Level Agreement is to be read in conjunction with the SaaS Agreement.
The benefits outlined in this Service Level Agreement are contingent upon the Client being on an active and paid annual software subscription agreement, and the Client’s account being in good standing without delinquent charges due to Accenture.
Accenture reserves the right to refuse services defined in this policy if the Client does not meet the requirements set forth herein. Should Accenture elect to temporarily offer services defined in this Service Level Agreement to a customer who has not fulfilled these requirements, such services will be performed on a time and materials basis.
Cancellation, termination, failure to pay the applicable fees or otherwise failure to renew the annual software subscription agreement, will cause termination of all access to any past, current, future software enhancements and version releases. A customer may reinstate its Software subscription by paying Accenture a reinstatement fee equal to one hundred and fifty percent (150%) of the unpaid Annual Software subscription fees that would have been paid if coverage had not lapsed.
Accenture reserves the right to change its Service Level Agreement without prior notice. Current Service Level Agreement can be viewed via the online documentation provided by Accenture for Supply Chain Cloud at supplychaincloud.atlassian.net.
Accenture reserves the right to periodically audit the condition and utilization of the licensed software by the Client.

Supply Chain Cloud Policies

Service Level Agreement