Service Level Agreement

Last updated/published: April 16, 2025

Effective from: April 16, 2025

This Raven Reviews Service Level Agreement (the “SLA”) is an integral part of Master Subscription Agreement (the “MSA”) or any other Agreement (which references this SLA expressly or impliedly), entered between Subscriber (hereinafter “Subscriber”, “Customer”, “Client” or “User”) and Raven Reviews (hereinafter “Raven Reviews”, “Service Provider”, “Supplier”, “Vendor” or “Company”), hereinafter separately as a “Party” and collectively as “Parties”. The purpose of this SLA is to specify services and commitments with respect to Software technical support and/or Hardware (Appliance/Devices) replacement, in particular: (i) Online reporting, (ii) E-mail reporting, (iii) Reporting API, and (iv) Raven Kiosk.

Raven Reviews has the right to update and/or amend this SLA from time to time by posting the amended version on its website, provided that the level or overall quality of the SLA commitments will not be less than the agreed upon execution of Master Subscription Agreement or any other Agreement entered between the Parties, which references or incorporates this SLA expressly or impliedly. The amended version will be effective from the date it is published.

Raven Reviews will provide a ten (10) days prior notice via any of the communication means available to Raven Reviews, if Raven Reviews believes that any substantial changes of the SLA are involved. After such notice period, all amendments shall be deemed accepted by Subscriber.

In case of any conflicts between the provisions of this SLA and any other prior agreements between the Parties (unless explicitly agreed to in writing between the Parties or where the Raven Reviews’ Master Subscription Agreement or any other Agreement entered into between the Parties expressly states otherwise), the terms and conditions of Raven Reviews’ Master Subscription Agreement shall prevail.

A. SERVICE LEVEL

Raven Reviews will use commercially reasonable efforts to make the Service available twenty-four (24) hours a day, seven (7) days a week, except for: (i) planned downtime (of which Raven Reviews shall give advance electronic notice as provided in the Documentation), and (ii) any unavailability caused by circumstances beyond Raven Reviews’ reasonable control, including but not limited to an act of God, act of government, flood, fire, earthquake, civil unrest, act of terror, strike or other labor problem (other than one involving Raven Reviews’ employees), Internet Service Provider’s failure or delay, or denial of service attack.

Customer Support

The following timeslots shall apply on business days (“Support Hours”).  Business days shall be determined by the calendar of the country where Raven Reviews’ support office is based.

  • Support hours on business days at the Ashburn, Virginia support office are from 9:00-5:00 EST/EDT.

Server Software

Raven Reviews provides not less than ninety percent (90%) of availability rates of the Service. Raven Reviews relies on a cloud provider to offer the availability rate.

In order to provide a high-quality Service, Raven Reviews must schedule maintenance timeslots, and the Service may be affected by such maintenance operations. The following serves to provide the examples, and is not a representation of a complete list of tasks that can affect the availability of the Service:

a. Scheduled maintenance

Raven Reviews shall schedule maintenance tasks at their own discretion “on an as needed basis” and as deemed necessary by Raven Reviews. Raven Reviews will inform Subscriber about any maintenance tasks that may have a significant impact on the availability of the Service no later than two (2) business days before performing the maintenance tasks. Raven Reviews will make the best business efforts to avoid down time of Service, and schedule maintenance for timeslots causing the least disruption for the Subscriber.

b. Correction of errors

In case of an unforeseen event that affects the Service’s availability, Raven Reviews will provide a fix or a workaround within a maximum of two (2) business days. Raven Reviews aims to provide a First Contact Resolution rate of seventy-five (75%). In the event of Hardware (Appliance/Device) breakdown on the server environment, Raven Reviews will make commercially reasonable efforts to replace the Hardware (Appliance/Device) within fourteen (14) days.

Hardware (Appliance/Device) and Software

Part of the Service may consist of physical customer satisfaction measuring Hardware (Appliances/Device) located at Customer’s premises. In case of a malfunctioning of Hardware (Appliances/Device), it is a Customer’s responsibility to inform Raven Reviews about the malfunction.

Hardware (Appliances/Device) relies on local Mobile Networks and the signal level can vary significantly from one location to another. It is Subscriber’s responsibility to place the Hardware (Appliances/Device) in a location with an adequate Mobile Network signal level. Raven Reviews acquires global roaming services from a leading network provider(s) and in case of IoT has extensive contracts with various local providers.

In the event of Hardware (Appliances/Device) defect, Subscriber is required to provide Raven Reviews in a timely manner with the following information about the Hardware (Appliances/Device):

  • Hardware (Appliances/Device) serial number, including pictures of Hardware (Appliances/Device) in current state;
  • Last time the Hardware (Appliances/Device) has been observed working;
  • Details about the malfunction;
  • Has the Hardware (Appliances/Device) fallen or otherwise been abused;
  • Has there been an attempt to reset the Hardware (Appliances/Device);
  • What is the appropriate shipping address for the possible replacement of Hardware (Appliances/Device).

Following the receipt of the above-listed information, Raven Reviews will either request additional information from the Subscriber, in order to perform Hardware (Appliances/Device) reset procedure or will initiate the replacement process of Hardware (Appliances/Device).

If Hardware (Appliances/Device) fails/defaults during the normal and proper use of Hardware (Appliances/Device) during the initial Service Term of Agreement (MSA or other Agreement) between the Parties (starting from the date the Hardware (Appliances/Device) was delivered), except for batteries over six (6) months, Raven Reviews will replace the Hardware (Appliances/Device) free of charge. In case of improper installation, accidents, disasters, misuse, abuse or modifications to the system or subsystem or any other causes (unrelated to defective materials or workmanship), or the loss of the Hardware (Appliances/Device), the full cost of replacement, including shipping and insurance costs, shall be borne by the Subscriber.

A replacement of Hardware (Appliances/Device) will be dispatched within fourteen (14) days or twenty-one (21) days for branded shall be dispatched, starting from the date when all required information specified above was received. Delivery times may slightly vary depending on location and courier. Any transportation, insurance and other costs incurred in connection with the delivery of replacement of Hardware (Appliances/Device), except for replacement under Guarantee, shall be paid by Subscriber.

Following the receipt of the replacement Hardware (Appliances/Device), Subscriber shall inform Raven Reviews about the new Hardware (Appliances/Device) installation. The new Hardware (Appliances/Device) shall be programmed to be in Service within no later than twenty-four (24) Support Hours following the notification of installation from Subscriber.

Should Raven Reviews repeatedly fail to meet the aforementioned Service levels, resulting in disadvantages to Subscriber’s business operations, Subscriber will be entitled to receive a compensation for the days the Service has not met the Service levels. The compensation will be delivered in the form of subscription extension corresponding to the number of days the Service has not met the Service levels. In order to receive this compensation, Subscriber must notify Raven Reviews in writing and describe both the failures and the resulting disadvantages, including the time frame.

The above compensation is the Subscriber’s sole remedy in relation to the availability of the Service.

B. GENERAL TERMS APPLICABLE TO SUPPORT

Support is provided via E-mail. E-mail requests shall be submitted to the e-mail address designated by Raven Reviews. E-mail requests shall be submitted to the following e-mail address – [email protected]. Raven Reviews will make best commercially reasonable efforts to respond to a properly submitted request within twenty-four (24) Support Hours, starting from the time the email has arrived at Raven Reviews’ ticketing system. Additionally, Subscriber may be contacted by e-mail or other means in order to facilitate the resolution of specific issue(s). If resolution cannot be reached within the target timeframe, Raven Reviews will send a new estimated fix time. Such estimate will be sent in cases where the request requires an extensive research or escalation, or in other cases where Raven Reviews deems necessary.

The initial response will consist of:

  • A suggested resolution to the problem or an answer to request for information; or
  • A request for more detailed information or clarification, which will enable Raven Reviews to determine the appropriate course of action; or
  • Notification of the estimated time for providing Subscriber with further information, resolution, or a workaround, as appropriate.

Raven Reviews will accept and respond to requests from Customers concerning:

  • Hardware (Appliances/Device) installation and maintenance;
  • Service usage;
  • Service troubleshooting; and
  • Cases where the Service is not functioning as designed.

The Support Service covers a basic level of Customer help and guidance. More advanced usage guidance and training may be available for an additional fee as separately agreed between the Parties.

Raven Reviews will make commercially reasonable efforts to resolve all requests submitted by Subscriber and will do so in a professional and timely manner. All support submitted requests must be related solely to the Subscriber’s operations or Subscriber’s Users’ use of the Service, including Hardware (Appliances/Device), covered under a valid Master Subscription Agreement or any other Agreement between the Parties, and such requests must be submitted in English.