Our service-level commitments, support tiers, and maintenance practices.
Version 1.1 · Last updated: July 2026
Company has a service-level objective for System Availability (as defined below) for the Solution of 99.9% during the Term ("Service-Level Objective"). "System Availability" is the number of minutes during the Term that the Solution is operational as a percentage of the total number of minutes in the Term, excluding any downtime due to:
If Company fails to meet the Service-Level Objective defined above for System Availability during the Term, upon written request by Customer, Company will issue a credit in an amount equal to 1% of the fees for each 1% loss of System Availability below the stated Service-Level Objective, up to a maximum of Customer's fees for use of the Solution during the then-current Term. Service Credits may be applied towards the next Renewal Term or any future fee owed by Customer. The Service Credits are not refundable. This is Customer's sole and exclusive remedy for interruption of the Solution and Company's failure to meet the Service-Level Objective.
Company shall implement all measurement and monitoring tools and procedures necessary to measure, monitor and report on System Availability. Company shall notify Customer, as soon as reasonably possible, in writing upon confirmation that there has been a loss of System Availability that has or will fail to meet the Service-Level Objective for the Term.
During the Term, Customer and Authorized Users will have access to technical support via email at [email protected]. Company support hours are 8AM Pacific Time to 5PM Pacific Time Monday through Friday excluding holidays ("Business Hours"). Support does not include training sessions on the features and functionality of the Solution or training in computer skills considered prerequisite to an individual's ability to use personal computers, the internet, hardware, or other online software. Upon Company's receipt of a support request, Company will use commercially reasonable efforts to answer questions and provide assistance to known problems in accordance with Section C herein.
Technical support classification falls into the following categories:
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| Severity | Description | Response Time | Resolution Goal |
|---|---|---|---|
| Severity 1System Down | The Solution is unavailable. | Within sixty (60) minutes. | Company will assign as many engineers and/or support staff as needed to resolve the matter. They will be available 24/7 until the problem is resolved. |
| Severity 2Critical | Major functionality within the Solution is affected so that all Customers and Authorized Users are adversely affected. | Within sixty (60) minutes. | Company will assign as many engineers and/or support staff as necessary to identify a suitable workaround until the problem is resolved. They will work during business hours to resolve the issue. |
| Severity 3High | Minor functionality within the Solution is affected resulting in diminished productivity to specific Customers and Authorized Users utilizing that functionality. | Within four (4) Business Hours. | If a workaround can be provided, the correction will be scheduled for the next regular system upgrade. If not, a correction will be provided as soon as it can be resolved. Worked on during business hours. |
| Severity 4Medium | Functionality is not working as expected, or a problem occurs that is not readily reproducible, or a workaround has been provided. | Within eight (8) Business Hours. | If a workaround can be provided, the correction will be scheduled for the next regular system upgrade. If not, a correction will be provided as soon as it can be resolved. Worked on during business hours. |
| Severity 5Low | An issue with negligible impact or a Technical Question or Feature Request. | Within twenty-four (24) Business Hours. | If a workaround or answer can be provided, the correction may be made at the discretion of Company, based on its relevance to other Customers and Authorized Users. Worked on during business hours. |
If a system failure occurs that creates an outage of the Solution, Company will utilize commercially reasonable means to end the outage as soon as possible. Outages due to the internet, hosting providers, and/or Customer or Authorized User systems are outside Company's control, and, in such event, Company may assist Customer or Authorized User in the diagnosis but may not be able to resolve the problem.
From time to time, Company or its hosting providers will perform preventative maintenance. Company will provide notice prior to any planned interruption in the Solution for scheduled maintenance and will use reasonable efforts to perform such maintenance during non-peak usage hours. Company will minimize downtime during preventive maintenance to the best of its ability.
Technical support: [email protected]
Support hours: 8AM–5PM Pacific Time, Monday–Friday (excluding holidays)