Support and Availability Policy

This Policy sets out details of the standard technical support services and Hosted Services availability provided by Company to its Clients.

1. Support Services

Client Contacts and Authorized Users may request support by submitting a Support Ticket within the Hosted Services, from the Company’s website or via email to support@redjade.net.

In order to help Company Help Desk Support to appropriately assess the priority level of the problem and respond within the target respond times set out below, each Support Ticket should include the following:

• a description of the problem;
• a link to the project, if applicable;
• which statement in the Priority Matrix below best fits the situation;
• when the problem first occurred; and
• if possible, a screenshot.

Company Help Desk Support will automatically send a response acknowledging receipt of the Support Ticket and place the Support Ticket into the Company technical support queue.

PRIORITY MATRIX		IMPACT
		Multiple Sites / Business Areas	Single Site / Business Area	Multiple Users	Single User
	I cannot work	P1	P2	P3	P3
	I cannot do critical parts of my job	P2	P3	P4	P4
	I am able to work, but it will become critical within 24hrs	P3	P3	P4	P4
	I am working with minor inconvenience and disruption	P3	P4	P5	P5
	I can work, it is not causing any problems	P4	P5	P5	P5

Company Help Desk Support will use reasonable commercial efforts to resolve Support Tickets within the following response times:

PRIORITY	LEVEL	RESPONSE TIME (COVERAGE)	RESPONSE (MAXIMUM)	RESOLUTION (MAXIMUM)	UPDATE INTERVALS
1	CRITICAL: The Incident stops most of the Business. The issue is occurring in a production environment.	24×7	10 min	4 hours	20 min Hourly thereafter or as agreed
2	URGENT: The Incident stops a large part of the Business or Major issues to most of the Business.	24×7	10 min	8 hours	30 min Hourly thereafter or as agreed
3	HIGH: One or more users can’t follow a key Business process, or a large part of the Business suffers a major issue.	Normal Business Hours	2 hours	1 Business Day	4 hours Thereafter as agreed
4	MEDIUM: One or more users suffer a major issue, or a large part of Business suffers minor difficulty.	Normal Business Hours	4 hours	2 Business Days	10 hours Thereafter as agreed
5	STANDARD: One or more users suffer a minor difficulty.	Normal Business Hours	4 hours	5 Business Days	1 Business Day Thereafter as agreed

For this purpose “Normal Business Hours” means 8:00 a.m. to 6:00 p.m. Pacific Time Monday through Friday (for Company clients located in the United States) and 8:00 a.m. to 6:00 p.m. Greenwich Mean Time (i.e. UK standard time) (for Company clients located in [Europe]), in each case excluding applicable public holidays.

Please note that while Company Help Desk Support will make reasonable commercial efforts to achieve the above time objectives, these do not represent a guarantee for performance.

2. Hosted Services Availability

Service Commitment
Company will use commercially reasonable efforts to make the Hosted Services available with a Monthly Uptime Percentage (defined below) of at least 99.5%, in each case during any calendar month (the “Service Commitment”). In the event Company does not meet the Service Commitment, Client will be eligible to receive a Service Credit as described below.

Definitions

“Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of minutes during the month in which Hosted Service is unavailable, excluding scheduled downtime (downtime will be scheduled and announced ahead of time to minimize impact)”.

A “Service Credit” is a dollar credit, calculated as set forth below, that Company will apply to Client’s next License Order Form Term.  Provided if Client terminates the currently active License Order Form due to any breach by Company or Client decides to not renew its use of the existing Hosted Services at the end of the current License Order Form Term, then any Service Credit that is due to Client shall be refunded by Company to Client as a cash refund within 30 days.

Service Commitments and Service Credits
Service Credits are calculated as a percentage of the total charges paid by Client for a year of use of the Hosted Service divided by 12 to get monthly charges.

MONTHLY UPTIME PERCENTAGE	SERVICE CREDIT PERCENTAGE
Less than 99.5% but equal to or greater than 99.0%	10%
Less than 99.0% but equal to or greater than 90.0%	30%
Less than 90.0% but equal to or greater than 75.0%	50%
Less than 75.0% but equal to or greater than 50.0%	75%
Less than 50,0%	100%

Except as otherwise provided in the Terms and Conditions, under which Client has the right to terminate the Agreement, Client’s sole and exclusive remedy for any unavailability, non- performance, or other failure by Company to provide Hosted Services is the receipt of a Service Credit in accordance with the terms of this SLA.

Credit Request and Payment Procedures
To receive a Service Credit, Client must submit a claim by opening a case in the Company Support channel within 10 business days after the end of the relevant period. To be eligible, the credit request must include:

• the words “SLA Credit Request” in the subject line;
• the dates and times of each Unavailability incident that Client is claiming;

If the Monthly Uptime Percentage of such request is confirmed by Company and is less than the Service Commitment, then Company will issue the Service Credit to Client.  Client’s failure to provide the request and other information as required above will disqualify Client from receiving a Service Credit.  Provided Company shall monitor the availability of its Hosted Services for use by Client and provide a report to Client, within one business day of such request, of Hosted Service Availability for any calendar month within the past twelve-month period.