General Service Level Support Terms

Up-Time and Reliability. Service Provider will use reasonable commercial efforts to make the Services available and operational to Customer for 99% of all Scheduled Availability Time. “Scheduled Availability Time” means 24 hours a day, 7 days a week, excluding: (i) scheduled maintenance downtime; (ii) maintenance downtime for specific critical Service issues; and (iii) any downtime due to defects caused by Customer, one of its vendors, third party connections, utilities, or caused by other forces beyond the control of Service Provider (such as internet outages or outages with respect to Customer’s network or internet access). Service Provider shall use reasonable efforts to provide advance notice of any scheduled service disruption. In the event of any unexcused downtime, Service Provider will credit the prorated amount to the Customer’s next monthly invoice.
Maintenance and Support. Service Provider will make available to Customer all generally available enhancements, updates and bug fixes to the Services. Service Provider is available to receive product support inquiries via email or the Service Provider website 24 hours per day. Service Provider Standard Support Hours are 06:30 to 15:30 Pacific Time Monday through Friday for technical information, technical advice and technical consultation regarding Customer’s use of the Services.
Customer Responsibility. Customer is responsible for ongoing maintenance, management and accuracy of its profile data, and for communicating and managing any vendor registration, vendor training and change management process.
Customer Support List. Customer shall provide to Service Provider, and keep current, a list of designated contacts (the “Support List”) for Service Provider to contact for support services. Such Support List shall include (i) the first person to contact for the answer or assistance desired, and (ii) the persons in successively more responsible or qualified positions to provide the answer or assistance desired.
Classification of Problems. Service Provider shall classify each problem encountered by Customer according to the following definitions and will use reasonable commercial efforts to address the problem in accordance with such classification according to the table below.
SEVERITY LEVELS AND RESPONSE TIMES

Priority code

Priority description

Notification Contact Role Email Address

Expected response times

Mission Critical. Data collection services and data reporting services are down, causing critical impact to business operations; no workaround available.

Key Tech Staffer
First Available
engineering@knoetic.com

Service Provider will provide a status update by telephone and/or e-mail within 1 business hour within the initial occurrence of the P1 issue. Service Provider’s goal for resolution of P1 issues is within 1 day of Customer’s receipt of issue notification.

High. Data collection services and data reporting services are significantly degraded and/or impacting significant aspects of business operations.

All Staff
First Available
success@knoetic.com

Service Provider will provide a status update by telephone, e-mail, or via automated notification within the reporting interface of the Services as mutually agreed upon by the Parties, as warranted until (i) the problem is resolved, (ii) an acceptable workaround is found or (iii) the problem is determined to be outside of Service Provider’s ability to control.