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Command Centre Cloud Service Level Agreement

This document outlines the target availability levels for Gallagher Group Limited's Command Centre cloud services (the "Services") and is not applicable to any on-premise software that is part of any Service.

Gallagher will make commercially reasonable efforts to ensure the security and integrity of the Services and maintain 99.90% Availability for each Service.

For Service status and Availability levels, visit https://status.gallagher.com/. Notifications about scheduled and urgent maintenance are posted there.

Customers may subscribe to receive notifications using the "Get Updates" button on the service status website:

Get Updates SLA

 

DEFINITIONS

“Availability” is the 30-day availability of the Service, expressed as a percentage of time the service was available to the Customer in the last 30 days using the following calculation: Availability (%) = ((Total Time – Downtime) / Total Time) x 100.

“Customer” means the Gallagher customer that is paying for the Service subscription, including Customer's employees, agents, contractors, vendors or anyone gaining access to the Service on the Customer’s behalf.

“Downtime” refers to the time when the Service was inaccessible to the Customer, excluding Excused Downtime.

“Excused Downtime” refers to periods of inaccessibility caused by the following:

  • Scheduled Service Maintenance.
  • Urgent Service Maintenance.
  • Law enforcement activity.
  • Performance or availability issues outside Gallagher’s reasonable control, including force majeure events.
  • Issues caused directly or indirectly by the Customer, including failure to comply with required configurations, service requirements, and supported platforms
  • Customer’s violation of Cloud Services Terms, failure to follow any policies for acceptable use or use of the Service in a manner inconsistent with its purpose or Gallagher’s recommendations.
  • Failures of the Customer’s infrastructure, including but not limited to internet provider and hardware.
  • Actions or inactions of Customer.
  • Third parties' actions including, but not limited to security compromises, denial of service attacks and viruses.

“Scheduled Service Maintenance” means service maintenance which is announced at least 3 days in advance. It includes planned service updates, enhancements, patches, fixes, or error corrections. It may result in temporary service unavailability or unavailability of some of the functionality of the Services.

“Total Time” refers to the number of minutes or hours in 30 days, whichever unit is being used in the calculation.

“Urgent Service Maintenance” means urgent maintenance periods that may or may not be announced in advance. It is the service maintenance necessary to correct an important security vulnerability or other material and time-sensitive issue.