Pulse Enterprise Support SLA

Documents

TimeStored will use commercially reasonable efforts to deliver services and support in accordance with the support levels set forth below.

Service Level Agreement (SLA) for Pulse

1. Overview: This Service Level Agreement (SLA) outlines the terms and conditions for the provision of services for Pulse (referred to as "the Service") offered by TimeStored.

2. Definitions:

  • Response Time: The time elapsed between the submission of an issue/ticket and the initial response from the support team.
  • Issue/Ticket: A reported problem, inquiry, or request for assistance related to the Service.
  • Severity Levels:
    • Sev1 (Critical): Issues causing complete loss of service or severe impact on business operations AND no workaround is available. Issues posing a risk of significant data loss.
    • Sev2 (High): Issues causing significant disruption to service or major functionality impairment.
    • Sev3 (Medium): Issues causing minor disruption or limited functionality impairment.

3. Support Availability: Support services are 24/7/365 for all issues.

4. Response Time: The table below outlines the response time targets for different severity levels of issues/tickets:

Severity Level Response Time Target Initiation
Sev1 (Critical) Within 2 hour Phone Call
Sev2 (High) Within 6 hours Ticket
Sev3 (Medium) Within 1 business day Ticket

5. Incident Management:

  • Customers can report issues or submit tickets via email.
  • Upon receiving an issue/ticket, the support team will acknowledge it and initiate the investigation process.
  • Regular updates on the status of the issue will be provided to the customer until it is resolved.
  • Once resolved, the customer will be notified and provided with relevant information.

6. Exclusions:

This SLA does not cover issues resulting from:

  1. Customer misuse or unauthorized modifications of the Service.
  2. Force majeure events or third-party actions beyond TimeStored's control.
  3. Scheduled maintenance or downtime communicated in advance.
  4. Customer is utilizing a Pulse release that is more than 12 months old.
  5. Customer is utilizing Pulse in a manner not in line with recommended best practices.
  6. Customer has not paid all amounts due by the respective Due Date.

7. Review and Amendments: This SLA will be subject to periodic review to ensure its effectiveness and relevance. Amendments may be made with mutual agreement between TimeStored and the customer.

8. Agreement Acceptance: By utilizing the Service, the customer agrees to abide by the terms and conditions outlined in this SLA and the Terms and Conditions.