Agent Service Level Agreement

At Mastt, ensuring the reliability and responsiveness of our service is a top priority.

We have implemented robust measures to minimize downtime, maintain seamless platform availability and serve our customers when they need it.

As a result, Mastt has consistently maintained an average uptime of over 99.99%¹ since the Capital Project Platform’s launch. Occasionally we complete Scheduled Maintenance² however, our uptime demonstrates a strong level of application availability, and we take any deviation from this high standard seriously.

Customer Support SLA Commitment

While our Standard Support package does not include an SLA Commitment, Mastt will always work at best endeavors and provide indicative response times for all Tickets raised. If a Customer Support SLA Commitment is required, our Enterprise License can include explicit SLAs.

1. Application Availability (or Uptime) - the percentage of minutes in a month that the key components of the Service are operational. “Application Availability” will not include any minutes of downtime resulting from:

• scheduled maintenance
• events of force majeure
• malicious attacks on the application
• issues associated with The Customer’s own computing devices, local area networks or internet service provider connections
• Mastt’s inability to deliver services because of The Customer’s acts or omission.

2. Scheduled Maintenance - Mastt will provide updates and enhancements for the application on an ‘as available’ basis including the following:

• Functional enhancements that Mastt makes generally available to customers.
• Enhancements to the application to keep current with the third-party application’s releases
• Enhancements to the application provided by Mastt to keep current with changes in operating systems, user environment, etc.
• Bug fixes.

3. Priority 1 (P1) – Critical Impact. Complete system outage e.g. users are not able to login to Mastt or Mastt is not loading and no procedural workaround is possible.

4. Priority 2 (P2) – Significant Impact/Severe downgrade of services/ a business function or transaction process is not available. e.g. users are not able to access time sensitive reporting and they have an immediate deadline. Mastt is very slow to load. There is a viable workaround however it has material impact on the business of the customer.

5. Priority 3 (P3) – Minor impact/Most of the system is functioning properly e.g. There is an issue which impairs some functionality but allows the customer to continue to use Mastt and a reasonable workaround is available.

6. Priority 4 (P4) – Low Impact/Inquiry. Requests for information or guidance.