Service Levels – Supported System

1. SUPPORT RESPONSE TIME

1.1 Service Level Definition

Support Response Time is the time it takes for a live Provider support individual to initially respond to a reported issue, based on the severity level. This is measured on a per incident basis. If the target response time is not achieved, Provider will issue Client the Service Level Credits specified in Section 1.2 below.

Severity Levels are used to categorize an issue based on the potential impact of the problem to Client. If a problem can fit more than one Severity Level, the problem will be assigned the highest Severity Level.

Severity Levels	Description	Target Response Time
Level 1 — Critical	Critical production issue affecting all Authorized Users, including system unavailability and data integrity issues with no workaround available.	30 minutes after the issue is reported to Provider
Level 2 — Urgent	Major functionality is impacted or performance is significantly degraded. Issue is persistent and affects many Authorized Users and/or major functionality. No reasonable workaround is available. Also includes time-sensitive requests such as requests for feature activation or a data export.	2 hour after the issue is reported to Provider
Level 3 — High	System performance issue or bug affecting some but not all Authorized Users. Short-term workaround is available, but not scalable.	3 business hours after the issue is reported to Provider
Level 4 — Other	Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Reasonable workaround available. Resolution required as soon as reasonably practicable.	8 business hours after the issue is reported to Provider

1.2 Service Level Credits

Compliance with System Response Time Expected Value per calendar month	Service Level Credit
1 issue failing to meet the Target Response Time	10% of the Service Level Credit Amount (SLCA) listed in section 1.3
2 issues failing to meet the Target Response Time	20% of the SLCA
3 issues failing to meet the Target Response Time	30% of the SLCA
More than 3 issues failing to meet the Target Response Time	50% of the SLCA

Service Credits are to End User customers only, and not to Resellers, Integrators, or Managed Service Providers.

Service Level Credits do not apply to licensing purchase or subscription costs. There is no credit available for the cost of licenses.

1.3 Service Level Credits Amount (SLCA)

The credit is applied to the applicable service items coverage cost, as detailed

Panel Service Connection SOS	Monthly Panel Service Connection SOS cost divided by number of configured connections.
Panel Service SOS	Monthly Panel Service SOS cost
Workflow SOS	Monthly Workflow SOS cost
SaaS Hosted Panel Application	Monthly hosting cost for production instance