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Xaana Platform Products cover Turium ENIGMA, ALGOREUS and ZEBRA. 

Xaana provides a quality Service that:

– have a high availability
– ensures that business documents are handled within the agreed time frames

-  includes support through Xaana-Ark™ - Xaana’s Service Desk.

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Service Level Agreement for Xaana Platform Products

Service Level Agreement

The following terms and conditions apply to the availability of the Services:

1. General Overview

1.1. This Service Level Agreement (SLA) is a compliment to the agreement for the provision of products or services by Xaana to its customer and governs the availability of the concerned products or services. In the event of any conflict between the content of the Agreement and this SLA, the Agreement shall take preference over this SLA. Any addendums to this SLA (as may for example occur if the Customer has purchased additional support or services) shall also take preference over this SLA.

1.2. This document is maintained and controlled by Xaana and remains in effect for the duration of the Agreement between the Customer and Xaana.

2. Definitions

2.1. “Agreement” means the agreement for the provision of products or services by Xaana to the customer, to which this SLA is a compliment.

2.2 “Customer” is as defined in the Agreement.

2.3. “Downtime” is the period of time where the Service is not available, calculated from the moment in time the failure in availability is reported by the Customer to any of the Customer communicated channels until the Service becomes available. Downtime shall not include scheduled downtime according to section 3.3 or Downtime that is not the responsibility of Xaana under section 4.

2.4. “Xaana – ArkTM” is Xaana’s support service where all Support Enquiries are managed.

2.5. “Xaana” is as defined in the Agreement.

2.6. “Xaana Partner” is a third party with whom Xaana has entered into a commercial agreement to provide additional services to the Customer, including but not limited to ERP connections, print, scanning or data capture partners, or connector partners for governmental hubs and similar.

2.7. “Service” is the products and/or services provided by Xaana to Customer under the Agreement, excluding support and other services provided according to separate terms, such as but not limited to this SLA.

2.8. “Support Enquiry” is a request from the Customer to receive help by Xaana relating to the Service.

3. Service availability

3.1. The Service shall have an availability percentage of 99.9%, 24 hours a day, 7 days per week,

measured under section 3.2.

3.2. Service availability is measured by the availability of the Service on a quarterly basis and is re-set at the end of each quarter.

3.3. Scheduled Downtime due to maintenance work on the Service’s servers or due to implementing new updates of the Service or Downtime for which Xaana is not responsible according to section 4 is excluded from the calculation of Service availability. Xaana must proactively inform the Customer of scheduled Downtime via Xaana’s website, at least 3 days in advance. The Customer is responsible for keeping the e-mail contact details updated.

4. Downtime for which Xaana is not responsible

4.1. Xaana is not responsible for Downtime or any other failure to satisfy the agreed provisions

in section 3 if it was caused by any of the following circumstances or similar events;

a) faults in Customer’s software
b) circumstances outside of Xaana’s area of control or responsibility for the Service, such as failure of communication or other products or services from third parties or Xaana Partners,
c) any other circumstances for which the Customer has responsibility under the terms of the agreement,
d) virus or other security attacks, despite Xaana having taken professional security measures, or any circumstance referred to as force majeure or corresponding limitation of liability in the Agreement.

5. Reporting Service unavailability

5.1. In the event that the Services should be unavailable, the Customer must promptly notify Xaana by submitting a Support Enquiry by phone to Xaana Service Desk as soon as the Customer has noted the unavailability. If Xaana Service Desk is not open, incidents must be reported through the support portal – Xaana-Ark™. Xaana Service Desk is available to receive and respond to Support Enquiries under the Customer’s Xaana Support Services Agreement.

6. Service status and availability

6.1. Xaana will provide information regarding the performance and any known predicaments relating to the Services on a designated support webpage. The Customer is responsible to ensure that the Customer will receive the information posted there, for example by using the functionality to “follow” the support webpage. By doing so, the Customer will receive notifications as soon as any new information is available. Any commitment by Xaana to notify the Customer of any performance issues or predicaments relating to the Service shall be considered as fulfilled by posting the relevant information on the designated support webpage.

Service Credits

(a) If we confirm there is a failure to meet the Service Level Commitment in a particular quarter and you make a request for service credit within fifteen (15) days after the end of such quarter, you will be entitled to a credit based on 1/3 (one third) of quarterly fees invoiced for the affected Product you have provisioned. To receive a Service Credit, you must submit a ticket at Xaana- ArkTM with all fields fully and accurately completed, and provide any other reasonably requested information or documentation. Our monitoring and logging infrastructure is the source of truth for determining Monthly Uptime Percentage, errors and whether we have met the Service Level Commitment. All calendar months will be measured in the AEST time zone.

(b) The Service Credit will be calculated as set forth here.

We will apply each Service Credit against a future payment otherwise due from you for the affected Product, provided that your account is fully paid up, without any outstanding payment issues or disputes. No refunds or cash value will be given for unused Service Credits. Service Credits are non-transferable and may not be applied to any other Product. The aggregate maximum Service Credits applied to an invoice will not exceed 100% of the amount invoiced for the affected Product in that invoice billing period. We reserve the right to deny a Service Credit if you do not qualify for one.

Xaana Ark - Service Desk Guide

1. Service Desk Guidelines

Xaana provides support to its clients via Annual Subscription services a

  • To access Xaana-Ark™, your organization needs to provide the name of officials who would be raising service requests (maximum 5 users).

  • Once Xaana has provided access, the officials will receive an email inviting to join our portal.

  • All member of your organization who have access to Xaana-Ark™ will be able to view all service requests and history.

  • Please note that Xaana-Ark™ is Xaana’s first point of contact for all requests and all correspondence must be via the Support Desk.

1.1     Login to Xaana-Ark™

Access to Xaana-Ark™:

1.2     New Users - Log In

Click on the Sign-up link

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Enter your name and choose a password

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1.3    Raising a request

Enter your name and choose a password

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Provide relevant details in the section, briefly explaining the issue or your service request. You may also attach screenshots where possible. Please provide the priority of the issue to enable the support team to attend to it. Refer to the mandatory field “Share with” below, which is defaulted to share the ticket details with all your colleagues who have access to Xaana-Ark™. Please do NOT amend this, as the ticket will then be locked and cannot be viewed.

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1.3  Checking the status of a logged request

Click on requests to check the status of prior logged requests.


Our team is here to help. Provide us with your details and we will get back to you as soon as possible. 

Xaana Ark Guide
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