This Service Level Agreement (the 'SLA') is established as a binding component of the Terms of Service Agreement (the 'ToS Agreement') between you and Remotek Retail Ltd. (“SimpleVAT”, “we”, “our” or “us”), effective upon the User’s acceptance of the ToS. The SLA delineates the standards of service and support to be provided by us and is enforceable when the User consents to the ToS, as indicated by clicking the 'Agree' or similar checkbox on the Company’s website. This SLA complements and extends the commitments outlined in the ToS, ensuring specific service quality and response times are maintained as part of the overall agreement with the User.
1. Introduction and Overview
1.1. Introduction
This SLA outlines the terms and specifics of the services provided, the standards of service, and the responsibilities of both parties in the context of the tax consultancy and Software as a Service (SaaS) offered by the Provider.
1.2. Purpose
The primary purpose of this SLA is to ensure that the necessary elements and commitments are in place to provide consistent service support and delivery to the Clients by the Provider. This agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.
SimpleVAT provides specialized tax consultancy services, primarily focused on Value Added Tax (VAT) returns, along with a robust SaaS platform designed to streamline the VAT return process for e-commerce businesses. The SaaS platform primarily serves as a data collation tool, aggregating order data from various marketplaces, generating invoices, and producing summary reports essential for VAT and One Stop Shop (OSS) return filings.
The services are tiered to cater to a diverse range of client needs:
- Lower Tier Services: These services are designed for clients who require data and reports from the SaaS for self-managed VAT return filings.
- Upper Tier Services: In addition to the data and reports provided in the lower tier, these services include comprehensive assistance in filing VAT returns, leveraging the Provider’s expert knowledge and resources.
This SLA covers the terms and conditions under which these services are provided, ensuring clarity and commitment to service quality and reliability.
2. Scope of Services
2.1. General Description of Services
The Provider offers a comprehensive tax consultancy service accompanied by a robust Software as a Service (SaaS) platform. The services are primarily designed for e-commerce businesses engaging in cross-border sales within the framework of the Value Added Tax (VAT) and the One Stop Shop (OSS) scheme. The scope of these services includes, but is not limited to, the following:
2.2. SaaS Platform Services
- Data Collation: The SaaS platform will collate order data from various e-commerce marketplaces and channels used by the Clients.
- Invoice Generation: Based on the collated data, the platform will generate accurate and compliant invoices.
- Summary Report Generation: The platform will produce comprehensive summary reports, which are crucial for the preparation of VAT and OSS returns.
2.3. Service Tiers
The Provider offers two distinct tiers of service to cater to the diverse needs of its client base:
- Lower Tier Services (Self-Service Tier): Clients in this tier will utilize the SaaS platform to access necessary data and summary reports. These clients will rely on their own expertise for the preparation and filing of VAT/OSS returns.
- Upper Tier Services (Full-Service Tier): In addition to the data and summary reports provided in the Lower Tier, these clients will receive comprehensive support in preparing and filing VAT/OSS returns. This tier includes the expertise and direct involvement of the Provider’s tax consultants.
2.4. Compliance and Updates
The Provider ensures that the services, especially the data handling and report generation by the SaaS platform, comply with the current VAT and OSS regulations. The Provider commits to promptly update the services in response to any changes in the relevant laws and regulations.
2.5. Customization and Special Requests
Any requests for customization or additional services beyond the standard offerings of each tier will be considered on a case-by-case basis. Such requests may be subject to additional charges and will be addressed in a separate agreement or an addendum to this SLA.
3. Service Performance
3.1. Service Availability
- Uptime Guarantee: The Provider commits to maintaining a minimum of 99.9% uptime for the SaaS platform, ensuring that the services are available to Clients with minimal disruptions. This uptime percentage is calculated on a monthly basis, excluding scheduled maintenance periods.
- Scheduled Maintenance: Any scheduled maintenance that may impact service availability will be communicated to Clients at least 48 hours in advance, and efforts will be made to schedule such maintenance during off-peak hours to minimize disruption.
3.2. Data Accuracy and Reliability
- Accuracy Commitment: The Provider assures the accuracy and reliability of the data collation, invoice generation, and report production processes. The SaaS platform is designed to adhere to the latest VAT and OSS regulations and guidelines.
- Error Handling: In the event of any discrepancies or errors in the data or reports generated by the SaaS platform, the Provider commits to prompt investigation and rectification of such issues.
3.3. Compliance with VAT and OSS Regulations
- Regulatory Compliance: The SaaS platform and associated services will be continuously updated to align with the latest VAT and OSS rules and regulations, ensuring that the Clients remain compliant.
- Regulatory Updates: Clients will be promptly informed of any significant changes in VAT and OSS regulations that may affect their reporting and filing obligations.
3.4. Performance Review
The Provider will conduct regular performance reviews of the SaaS platform and associated services to identify areas for improvement. Clients are encouraged to provide feedback on the service performance, which will be used to guide future enhancements and updates.
3.5. Issue Resolution
The Provider guarantees a response to client inquiries and reported issues within 1 business day of receipt. While resolution times may vary based on the complexity of the issue, the Provider aims to resolve most issues within 2 business days.
3.6. Dependency on External Marketplaces
The Provider’s services rely on the uninterrupted and correct functioning of remote marketplaces' APIs (e.g., Amazon, eBay), which are beyond the Provider’s direct control. In rare instances, these APIs may become non-operational temporarily, thereby adversely impacting the Provider’s service. In such instances, the Provider will promptly open a ticket with the respective marketplace and actively pursue a resolution. However, the Provider’s ability to rectify such issues is contingent upon the cooperation and response of the external marketplace.
Clients will be informed about any significant API-related issues and the steps being taken for resolution. The Provider commits to providing regular updates on the status of such issues.
4. Client Responsibilities
4.1. Integration with Marketplaces
Clients are required to connect our SaaS to all marketplaces where they conduct sales. This involves providing API credentials (key/secret) for marketplaces not utilizing OAuth2, and completing authorization processes for modern marketplaces like eBay, Amazon, and Etsy that use OAuth2.
Clients must promptly address any issues such as revoked or expired authorizations to maintain uninterrupted connectivity to marketplace APIs.
4.2. Reporting VAT Numbers
Upon registration with our Software as a Service (SaaS), it is incumbent upon the Client to provide complete and accurate information regarding all Value Added Tax (VAT) numbers currently held. In the event that the Client registers for VAT in new jurisdictions independently of our service, it is the Client’s sole responsibility to promptly update their account on our SaaS platform with these new VAT numbers as they become effective. This timely update is crucial for the accuracy and efficacy of the services provided.
4.3. General Compliance
Clients are expected to adhere to the operational guidelines and requirements as necessary for the effective use of the SaaS. This includes any obligations that ensure the accuracy and reliability of the data processed by the SaaS. Clients must cooperate in good faith to resolve any issues related to the service and provide necessary assistance and information as reasonably required.
5. Service Availability and Support
5.1. Service Availability
The Provider ensures that the SaaS platform is accessible 24/7, barring scheduled maintenance. As detailed in Section 3, the Provider commits to a minimum of 99.9% uptime for the SaaS platform.
5.2. Scheduled Maintenance
Clients will be notified at least 48 hours in advance of any scheduled maintenance that could impact service availability. Maintenance activities will be typically scheduled during off-peak hours to minimize disruption.
5.3. Support Services
Customer support is available during business hours (specify the time zone and hours). Clients can reach out via email, phone, or a dedicated support portal (if applicable). For upper-tier clients, extended support hours or dedicated account managers may be provided, as specified in their service agreements.
5.4. Incident Reporting and Response
Clients can report incidents or issues through designated channels, such as the Provider’s support email or ticketing system. The Provider commits to acknowledging reported issues within 1 business day.
5.5. Disaster Recovery
Regular backups of client data are conducted to prevent data loss. The Provider has a disaster recovery plan in place to ensure rapid restoration of services in the event of a major incident.
5.6. Client Communication
The Provider will communicate regular updates about service status, maintenance schedules, and any significant changes that may affect service availability. In the event of any service disruptions, the Provider commits to transparency and timely communication regarding the issue and expected resolution timeline.
6. Service Reliability and Disaster Recovery
6.1. Overview of Backup Strategy
Our comprehensive backup strategy is designed to ensure maximum service reliability and data protection. This strategy encompasses three distinct backup locations, each offering a unique combination of restoration speed and cost, thereby fortifying our service against a wide range of potential disruptions.
6.2. Backup Locations
- Hetzner Storage Box: We utilize Hetzner Storage Box for one of our backup solutions. This option provides a reliable and efficient path for data restoration, balancing speed and cost-effectiveness.
- Amazon Glacier For long-term data archiving and security, we use Amazon Glacier. This choice is particularly suited for deep storage needs, offering robust data protection albeit with a longer restoration time compared to other options.
- Off-Site Backup: In addition to the above, we maintain off-site backups as a critical component of our disaster recovery plan. This ensures geographical diversity in our backup locations, further enhancing the resilience of our service.
6.3. Restoration Paths
Each backup location offers a different path to restoring services, varying primarily in restoration speed and associated costs. This multi-tiered approach allows us to tailor our response to the specific nature and severity of a service disruption, ensuring minimal downtime and optimal recovery efficiency.
6.4. Uninterrupted Service Commitment
The combination of these backup solutions forms the cornerstone of our commitment to service continuity. By leveraging diverse backup locations and strategies, we ensure that our service remains resilient, providing our clients with the assurance of uninterrupted access and data protection.
6.5. Regular Testing and Evaluation
Our disaster recovery plans are regularly tested and evaluated to ensure their effectiveness and to identify areas for improvement. This ongoing commitment to testing and refinement is essential for maintaining high standards of reliability and preparedness.
7. Problem Management and Escalation Procedures
7.1. Issue Identification and Reporting
Clients are encouraged to report any issues or concerns with the service immediately through designated channels, such as our support email or ticketing system. Upon receiving a report, the Provider will promptly identify and categorize the issue based on its nature and severity.
7.2. Initial Response and Problem Management
All reported issues will be acknowledged within 1 business day. The Provider will initiate problem management procedures, which include a thorough investigation of the issue and identification of potential solutions.
7.3. Escalation Procedures
If an issue cannot be resolved within the initial response level, it will be escalated to higher tiers of support or specialized teams as necessary. Clients will be kept informed throughout the escalation process, with regular updates on the status of their issue and expected timelines for resolution.
7.4. Resolution and Follow-Up
The Provider aims to resolve issues in a timely manner, with resolution times varying based on the complexity and severity of the problem. After issue resolution, a follow-up may be conducted to ensure client satisfaction and to prevent recurrence of similar issues.
7.5. Critical Incident Management
In the event of a critical incident that significantly impacts service, an emergency response team will be activated to expediently address and resolve the situation. For critical incidents, the Provider will establish a direct line of communication with affected clients, providing frequent updates and clear information on remedial actions being taken.
7.6. Continuous Improvement
All resolved issues and incidents will be reviewed to extract learnings and insights that can contribute to continuous improvement of service quality and problem management processes. Based on these learnings, the Provider will regularly update its problem management and escalation procedures to enhance service reliability and client satisfaction.
8. Amendments and Service Changes
8.1. Right to Amend
The Provider reserves the right to amend the terms of this SLA and the features of the SaaS platform as necessary. This may include, but is not limited to, changes due to evolving technology, legal and regulatory requirements, and improvements in service provision.
8.2. Notification of Amendments
Clients will be notified of any amendments or significant changes to the service or SLA with reasonable advance notice, typically no less than 30 days. Notifications will be communicated through official channels, such as email, client portal announcements, or direct correspondence.
8.3. Client Acceptance of Amendments
Continued use of the service following the amendment period will be regarded as acceptance of the new terms by the Client. Clients will have the opportunity to provide feedback on proposed changes during the notice period.
8.4. Legal Compliance and Regulatory Adjustments
All amendments will be made in compliance with relevant legal and regulatory standards to ensure continued legality and efficacy of the service. In cases where changes are mandated by law or regulation, the Provider will provide clear explanations of the changes and their implications for service use.
