Service Level Agreements

Service uptime commitment

For the purpose of measuring the quality of service that Staple delivers, Staple is committed to providing access to the Software on a twenty-four hours a day, seven days a week (24 x 7) basis, at a rate of 99.5% ("Services Uptime Metric")

Staple further agrees to respond to, and rectify any outages within 24 hours of being notified by the Customer.

Response time SLA

Staple will use commercially reasonable efforts to respond to problems with the Software detected by Staple and/or reported by the Customer, and provide a fix or workaround to the problem within the following timeframes:

Level

Description

Max. response time

Standard
  • Email support: emails monitored during Support Hours
  • Emails received outside of office hours will be collected, however action cannot be guaranteed until the following day.
48 Hours
Silver
  • Telephone support: during Support Hours (as defined in Support Terms below).
  • Calls received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer and/or action the call.
  • Email support: emails monitored during Support Hours.
  • Emails received outside of office hours will be collected, however action cannot be guaranteed until the following day.
  • Onsite assistance guaranteed within one week (for on-premise deployments only).
24 Hours
Gold
  • Telephone support: during Support Hours (as defined in Support Terms below).
  • Additional telephone support extended until 9pm Monday to Friday.
  • Calls received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer and/or action the call.
  • Email support: emails monitored during Support Hours.
  • Additional email support extended until 9pm Monday to Friday.
  • Emails received outside of office hours will be collected, however action cannot be guaranteed until the following day.
  • Onsite assistance guaranteed within the business week (for on-premise deployments only).
12 Hours
Platinum
  • Telephone support: during Support Hours (as defined in Support Terms below).
  • Additional telephone support extended until 9pm Monday to Friday, and 10am to 5pm on weekends.
  • Calls received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer and/or action the call.
  • Email support: emails monitored during Support Hours.
  • Additional email support extended until 9pm Monday to Friday, and 10am to 5pm on weekends.
  • Emails received outside of office hours will be collected, however action cannot be guaranteed until the following day.
  • Onsite assistance guaranteed within 72 hours during the business week (for on-premise deployments only).
4 Hours
Hypercare
  • Telephone support: during Support Hours (as defined in Support Terms below).
  • Additional telephone support extended until 9pm Monday to Friday, and 10am to 5pm on weekends.
  • Email support: emails monitored during Support Hours.
  • Additional email support extended until 9pm Monday to Friday, and 10am to 5pm on weekends.
  • Emails received outside of office hours will be collected, however action cannot be guaranteed until the following day.
  • Onsite assistance guaranteed within 72 hours during the business week (for on-premise deployments only).
2 Hours

Severity Level

Silver Response Time

Gold Response Time

Platinum Response Time

Hypercare Response Time

Commitment

Moderate (Level 1)
24 hours
24 hours
4 hours
2 hours
Staple will commit full-time human resources and technical resources during business hours for issue resolution and/or workarounds to reduce the severity of the issue.
High (Level 2)
12 hours
6 hours
3 hours
1 hours
Staple will commit full-time human resources and technical resources during business hours (and where necessary, alternative resources during non-business hours) for issue resolution and/or workarounds to reduce the severity of the issue.
Severe (Level 3)
4 hours
3 hours
1 hour (direct email and phone provided - customer may contact Staple directly)
40 minutes
Staple will commit necessary human resources and technical resources around the clock for issue resolution and/or workarounds to reduce the severity of the issue.

Service Level Agreements

Example of Level 1 (moderate), Level 2 (high) and Level 3 (severe) issues are as follows:

Level 1:
- Occasional non-persistent but unexpected behaviour in user interface
- Occasional slow load times with certain document types
- Infrequent and inconsistent recognition of key fields in data capture
Level 2:
- Occasional non-responsive user interface
- Inconsistent behaviour in API or user interface
- Inability to achieve desired functionality with certain buttons or commands
Level 3:
- Persistent inability to upload documents
- Non-responsive API or user interface
- Persistent errors in usage of user interface or API

Support Terms

Technical support hours ("Support Hours")
  • Weekdays during the hours of 9:00 am through 6:00 pm Asia Pacific Time (GMT/UTC +8), excluding public holidays in Singapore
  • Platinum support: Weekdays during the hours of 8:00 am through 7:59 am Asia Pacific Time (GMT/UTC +8)
  • Hypercare support: 24 hours on weekdays and 10am to 5pm on weekends Asia Pacific Time (GMT/UTC +8)
The Customer may initiate a help request during or outside the Support Hours by raising a ticket in the system, emailing hello@staple.io or support@staple.io or calling the service hotline at +6586725221.

Accuracy SLA Definition

For certain use cases and applications, Staple may offer customers a guarantee on accuracy levels as part of an Accuracy SLA. This section defines how accuracy is calculated for purposes of the Accuracy SLA, and only applies to customers who have purchased the Accuracy SLA."Accuracy Rate" means the average level of precision and completeness achieved in extracting data points from documents.
Accuracy computed as:
= 1 - (# of fields manually edited by Customer / total # of fields processed)
All accuracy metrics should be measured over at least 1,000 documents.
For example: 100,000 documents are processed through Staple, with 5 fields per document, giving 500,000 fields in total.
Customer has to manually correct 10,000 fields out of 500,000. Accuracy is calculated as:
= 1 - (# of fields manually edited by customer / total # of fields processed)
= 1 - (10,000 / 500,000)
= 1 - 0.02
= 98%
Monthly accuracy reporting can be available from implementation.