Master Service Level Agreement (MSLA) for OnEveryMap by Marketing Bear

Introduction

This Service Level Agreement (SLA) outlines the commitment of Marketing Bear Co., Ltd. (“Marketing Bear”) regarding the availability, performance, and support of its OnEveryMap platform powered by Uberall (“Service”). This SLA defines the levels of service expected during the subscription to or trial of OnEveryMap, including platform uptime, response times for support issues, and the responsibilities of Marketing Bear.

The SLA applies only to the OnEveryMap platform and excludes services provided by third parties, including any external directory platforms or third-party integrations.

This SLA forms part of and is incorporated into the OnEveryMap Terms of Service (“TOS”). In the event of any conflict between this SLA and the TOS, the TOS shall prevail.

1. Definitions

• Business Hours: Monday to Friday, 9:00 AM to 6:00 PM (ICT), excluding Thai public holidays.
• Core Functions: Key platform features required for listing management, data synchronization, and review management.
• Force Majeure: Events beyond reasonable control, including natural disasters, government actions, strikes, acts of terrorism, or major internet or cloud infrastructure outages.
• Monthly Billing Cycle: The period from the Customer’s subscription start date to the same date in the following month.

2. Relationship to Other Service Level Agreements

This SLA applies solely to the standard OnEveryMap platform subscription.

Certain service tiers, trial offers, or add-on services, including but not limited to the Pro Management Support Package and Trial offers, may be governed by separate service level agreements or service-specific terms.

Where applicable, such service-specific SLAs shall supplement this SLA. In the event of any conflict, the service-specific SLA shall prevail for the relevant service.

The current versions of all applicable SLAs are published on the Marketing Bear website and form part of the overall service terms.

3. Service Availability

Marketing Bear ensures that the OnEveryMap platform will be available 99.5% of the time during each monthly billing cycle, excluding any scheduled maintenance or Force Majeure events.

3.1 Uptime Guarantee

• Uptime Commitment: The OnEveryMap platform will have a minimum uptime of 99.5%.
• Downtime Definition: Downtime refers to periods when the OnEveryMap platform is unavailable due to technical issues within the Service, excluding scheduled maintenance, third-party platform outages, Customer-side issues, and Force Majeure events.

3.2 Scheduled Maintenance

• Scheduled Maintenance Window: From time to time, the platform will undergo scheduled maintenance to improve or update the Service. Scheduled maintenance typically occurs outside business hours to minimize any disruption. Marketing Bear will provide at least 48 hours’ notice to the Customer before any scheduled maintenance that may affect platform availability.

4. Support Services

Marketing Bear will provide first and second-level support to Customers for issues related to the OnEveryMap platform during business hours.

4.1 Response Times

Support requests will be handled according to the following priorities:

• Priority 1 (Critical): The platform is entirely unavailable or there is a complete failure of core functions.
  Response Time: Within 4 business hours
  Resolution Time: Efforts will be made to resolve within 1 business day.
• Priority 2 (High): Major functionality is impacted, but the platform is still accessible, or the issue affects multiple users.
  Response Time: Within 6 business hours
  Resolution Time: Efforts will be made to resolve within 2 business days.
• Priority 3 (Medium): General support requests for non-critical issues (e.g., performance issues, questions, or feature requests).
  Response Time: Within 1 business day
  Resolution Time: Efforts will be made to resolve within 5 business days.
• Priority 4 (Low): Inquiries or requests for information, minor issues, or feedback on non-essential features.
  Response Time: Within 2 business days
  Resolution Time: Efforts will be made to resolve within 7 business days.

4.2 How to Contact Support

Customers can contact Marketing Bear’s support team through the following channels:

• Ticketing System: https://help.oneverymap.com
• Support Hours: During our office hours as defined under Section 11.

For Priority 1 and Priority 2 issues reported outside business hours, Marketing Bear will address the issue at the start of the next business day.

4.3 Incident Communication

For Priority 1 incidents, Marketing Bear will provide status updates to affected Customers at reasonable intervals until resolution. Where applicable, updates may be posted via email or the OnEveryMap support portal.

5. Data Backup and Security

5.1 Data Backup

The OnEveryMap platform includes automated daily backups of all Customer data to ensure data protection and recovery in case of technical failures. Backup retention is managed by Uberall, with the last 7 days’ worth of backups being available.

5.2 Security Measures

Marketing Bear and Uberall employ industry-standard security protocols to protect the platform and Customer data. These measures include:

• Encryption: All data in transit between the platform and the Customer is encrypted using SSL/TLS protocols.
• Access Control: Secure login processes and multi-factor authentication (MFA) are available to enhance platform security.
• Data Protection: Regular vulnerability scans and security audits are conducted to ensure ongoing protection.

5.3 Data Ownership and Self-Service Export

All Customer-submitted data remains the property of the Customer. The OnEveryMap platform provides self-service tools that allow Customers to export their data directly at any time in commonly used formats.

Upon written request, and subject to any outstanding fees, Marketing Bear may provide reasonable assistance with data export where self-service export is not technically feasible. Such assistance will be provided within 14 business days of request.

6. Customer Responsibilities

To help ensure the best possible service, Customers are expected to:

• Maintain accurate business data on the platform.
• Ensure that platform access credentials are kept secure and not shared with unauthorized individuals.
• Report any platform-related issues, security breaches, or suspicious activities promptly to Marketing Bear.
• Adhere to the acceptable use policies of the platform and avoid any actions that could compromise its security or performance.

7. Service Limitations

This SLA does not apply to:

• External directory platforms or third-party services integrated into the platform.
• Downtime or performance issues caused by Customer’s own network, systems, or hardware, or Force Majeure events.
• Issues resulting from the improper use of the platform, including the failure to follow instructions or adhere to platform policies.

7.1 Third-Party Platform Dependencies

The Customer acknowledges that OnEveryMap is powered in part by Uberall and relies on third-party directory platforms, APIs, and data providers. Marketing Bear shall not be held responsible for:

• Delays in data synchronization caused by external directories.
• Temporary loss of functionality due to third-party API changes or outages.
• Data discrepancies resulting from directory moderation policies or platform-side review delays.

8. Remedies for SLA Violations

If Marketing Bear fails to meet the service levels outlined in this SLA, and the Customer reports the issue within 7 days of the incident, Marketing Bear will offer the following remedies:

• Service Credits: For downtime exceeding the uptime commitment of 99.5%, Customers may be eligible for a service credit equal to 5% of the monthly subscription fee for each 0.1% of downtime beyond the allowed limit, up to a maximum of 30% of the total monthly fee.
• Service Termination: If service availability falls below 95% for three consecutive months, the Customer has the right to terminate their subscription without penalty.

The remedies set out in this Section 8 constitute the Customer’s sole and exclusive remedies for any failure to meet the service levels under this SLA. All other liabilities, damages, and limitations of liability are governed by the OnEveryMap Terms of Service.

9. Updates to the SLA

Marketing Bear reserves the right to update or modify this SLA from time to time.

Unless otherwise stated, updates will take effect upon publication on the OnEveryMap website or within the platform. Continued use of the Service after an update constitutes acceptance of the revised SLA.

Where a change materially reduces service levels or Customer rights, Marketing Bear will use reasonable efforts to provide advance notice.

9.1 Platform Feature Changes

Marketing Bear may add, modify, or remove features of the OnEveryMap platform as part of ongoing product improvements. Where changes materially impact core functionality, reasonable notice will be provided to Customers. Feature changes shall not be considered a breach of this SLA unless they result in sustained service unavailability.

10. Dispute Resolution

Disputes relating to this SLA shall be resolved in accordance with the dispute resolution, governing law, and jurisdiction provisions set out in the OnEveryMap Terms of Service.

11. Office Hours and Holidays

Marketing Bear’s office hours are Monday to Friday, from 9:00 AM to 6:00 PM, excluding Thai public holidays as listed on Bank of Thailand’s Financial Institutions Holiday Schedule

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