Business – Service Level Agreement

LEGAL TERMS

1. Overview
   1. This Agreement remains valid until superseded by a revised agreement mutually endorsed by the Parties.
   2. This Agreement outlines the parameters of all Services covered as they are mutually understood by the Parties. This Agreement does not supersede current processes and procedures unless explicitly stated herein.
2. Goals and Objectives
   1. The purpose of this Agreement is to ensure that there is a clear understanding of what the elements of the services are.
   2. The goal of this Agreement is to obtain a mutual agreement for the public online listing and management of a party service.
   3. The objectives of this Agreement are to:
      1. Our objective is to provide a secure login to our content management system so that party providers can create and edit their business listings at any time.
      2. To ensure party providers can update their party packages, catering options with current pricing to assist in providing a party estimate for users based on selection criteria – which should help customers understand the overall costs and improve transparency.
      3. To understand our intention to prove a seamless booking enquiry process, that is as transparent as possible for users, to maximise party enquiries for your business.
      4. To offer a free business listing for your party service to maximise online exposure and provide an additional method for users to enquire about your party service.
      5. To enhance your search optimisation within our website by geographic location, categories and tags.
3. Periodic Review
   1. This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed yearly; however, in lieu of a review during any period specified, the current Agreement will remain in effect.
   2. The Business Relationship Manager (Service Level Agreement Owner) is responsible for facilitating regular reviews of this service level agreement. Contents of this service level agreement may be amended as required, provided mutual agreement is obtained from the Parties and communicated to all affected parties. The service level agreement Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.
   3. The Periodic Review details are as follows:
      1. Business Relationship Manager: Ben Pitt, Secretary
      2. Review Period: Annually from the initial agreement date
4. Service Scope
   1. The following Services are covered by this Agreement;
      1. Client responsibilities
      2. Provider responsibilities
      3. Assumptions
   2. Client responsibilities and/or requirements in support of this Agreement include:
      1. Party Venue Businesses are to maintain that the pricing of their party listing page on the Party Lane website is up to date and reflects the latest business pricing. If pricing is outdated and a customer is provided with an incorrect estimate – it is the responsibility of the Party Venue Business to coordinate and communicate the final price with the customer.
      2. Party Venue Businesses are to maintain that the party packages and catering options on their party listing page are up to date and reflect the latest party services available.
      3. If the business has closed down, please let us know so that we can remove your business listing to ensure our customers see up to date information.
      4. If the business is temporarily unavailable to host parties, please update your party listing page to reflect this unavailability or inform Party Lane directly, and we will do our best to assist.
      5. Party Venue Businesses can contact Party Lane if they do not agree with a negative review and would like it moderated by Party Lane to remove from the public.
      6. It is a requirement of the Party Lane content management system for accounts to use a strong password to ensure strict security guidelines. We recommend using a 3^rd party password application to generate a strong password for you.
      7. If you feel that your login account has been compromised and or your party listing changed without your consent, please let us know immediately and we will investigate this for you.
      8. Party Venue Businesses can manage multiple party listings through a single login.
   3. Provider responsibilities and/or requirements in support of this Agreement include:
      1. We will forward all party booking enquiries directly to the nominated business email address set within each individual listing in the content management system.
      2. We will do our best to maintain website uptime, availability and email services, Party Lane is not responsible for missed enquiries facilitated throughout our platform. We provide alternatives such as displaying business phone numbers and business website links if provided in the content management system.
      3. Party Lane uses a variety of third party services such as Google Maps, Google captcha and Amazon Simple Email Services. These require secure keys to integrate with their API’s. We will do our best to ensure that these secure keys have the access required to utilize these services. We cannot guarantee the uptime of these services, and if their service is having a negative effect on our website listings and general performance, we will review them to look for alternatives.4. Party Lane will forward all general contact enquiries via email directly related to businesses to improve communications between party services and their customers.
      4. Party Lane will calculate a party estimate for customers based on their selections. We are implicitly communicating these enquiries as estimates so that customers are fully aware this is not a final “buy” price. It may occur that our estimations do not reflect the pricing that should have been estimated, and if this occurs it is the responsibility of the Party Venue Businesses to guide us what we can do better to correct any anomalies with our calculation algorithms.
      5. Party Lane will moderate all customer reviews before they are made public. If we deem that a negative review is unreasonable, we have the right to block it and forward the negative review privately with the Party Venue Business via email.
      6. Upon agreement, Party Lane will provide you with an account to login to our content management system at https://www.partylane.com.au/wp-login.php.
      7. If Party Lane deems that a party listing is inappropriate, socially irresponsible or conflicts with our values, we have the right to remove your party listing from public view, and revoke business account access. Party Lane will inform the party venue business of this occurrence.
   4. Assumptions related to in-scope services and/or components include:
      1. Your party listing can be found within the search capability on our website.
      2. Your party listing can be found from our map view based on geographic location.
      3. You can provide a website and phone number within your party listing for customers to contact you directly or book through your website for more information.
      4. You can manage more than one party listing and that you are responsible for all listings.
      5. Each Party Listing will only have one page available to display all information relative to the services offered.
      6. Logged in users into the Content Management System can only modify their own assigned listings.
      7. Administrator users from Party Lane have access to modify or review all listings.
      8. The website will display party listings on mobile devices and desktop devices and will work accordingly with all modern web browsers to the best of our knowledge. We will investigate any issues with specific devices/browsers – and will work on providing updates based on feasibility within reason.
      9. Reviews can be written by anyone with a provided email address.
      10. It is recommended that Party Venue Businesses correspond to Party Lane communications via email or phone within 2 business days of requested contact.11. Party Lane intends to conform to web accessibility guidelines (WCAG2.0) to AA standard. This requires party businesses to provide alternative tags for all image assets uploaded. We may provide further recommendations to ensure your party listing page is (WCAG 2.0) AA compliant.
5. Service Management
   1. Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.
   2. Coverage parameters specific to the service(s) covered in this Agreement are as follows:
      1. The Provider will be available for support from 9:30AM to 5PM, Mondays to Fridays. Calls will be forwarded to a voicemail if support is temporarily unavailable.
      2. Calls outside the time stated in clause (5.2.1) forwarded to a mobile number to leave a message via voicemail.
      3. Email support will be provided from 9:30AM to 5PM, Mondays to Fridays to info@partylane.com.au.
      4. Emails received outside of the times stated in clause (5.2.3) will be collected and responded to at the next available time period according to clause (5.2.3).
   3. In support of services outlined in this Agreement, the Provider will respond to service related incidents and/or requests submitted by the Client within the following time frames:
      1. 36 hours (during business hours) for issues classified as High
      2. Within 72 hours for issues classified as Medium
      3. Within 3 business days for issues classified as Low
6. Third Party Providers
   1. A number of third party vendors who provide services for the Provider and are within the scope of this Agreement are managed by the Provider on behalf of the Client. This includes:
   2. Amazon Web Services – Online web hosting, database, image storage and architecture
   3. Google – ReCaptcha, G-suite, Google Analytics, Google maps.
      All other third party provider contracts are the responsibility of the Client.