Service Level Agreement

SUPPORT AND SERVICE LEVEL AGREEMENT

  1. CUSTOMER SUPPORT
    1. Support Hours: For all Severity Levels, support is available between the hours of 9:00am through 5:00pm Eastern Time, per each Business Day (each such hour is hereafter referred to as a ‘Business Hour”). ”Business Day” means Monday through Friday, based on Provider’s primary place of business time zone, and excludes any U.S. holiday.
  2. SUPPORT ISSUE RESPONSE AND UPDATES
    1. Provider will respond to support issues that are reported by Customer by email to . All reported issues shall receive an initial response within one (1) Business Hour from the time of receipt of the report by Provider. Provider shall provide updates whenever there is a material change, a workaround, or other new critical information becomes available. Reports received outside Business Hours shall be treated as received at the beginning of the next Business Day.
  3. UPTIME.
    1. Uptime – Provider shall maintain 99.9% uptime for the Services during each calendar quarter of the Term of this Agreement, excluding regularly scheduled maintenance windows (as described below).
    2. Regularly Scheduled Maintenance – Regularly scheduled maintenance time which does not exceed 6 hours each quarter does not count as downtime. Maintenance time is considered regularly scheduled if it is communicated at least 48 hours in advance of the maintenance time. Unless otherwise communicated, regularly scheduled maintenance time is typically scheduled to occur once per month.
  4. EXCLUDED ISSUES.

    4.1 The following issues are outside the scope of support services (“Excluded Services”):

      1. Support for software which has been subject to unauthorized modification.
      2. Failure of, or issues arising from, computing or networking hardware, or equipment or programs under the control of Customer or an Authorized User;
      3. Negligent or intentional misuse of the Services by an Authorized User (e.g., flooding the system with automated requests).