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<br />Submittable Customer Terms of Service <br />v1.4 <br /> Page 10 of 28 <br />EXHIBIT A <br />SERVICE LEVEL AGREEMENT <br /> <br />This Service Level Agreement (“SLA”) forms part of the TOS. Capitalized terms not otherwise defined shall have the <br />meaning given to them in the TOS. Except as modified below, the terms of the TOS shall remain in full force and effect. <br />1. Additional Definitions. <br />“Error” means a singular failure of the Services to perform in substantial conformity with the Documentation. <br />“Incident” means a support request that begins when Customer contacts Submittable to report an Error and ends <br />when Submittable Resolves the Error. <br />“Resolve” means the provision of: (a) services that, in Submittable’s reasonable discretion, corrects the Error; (b) <br />information to Customer that corrects the Error; or (c) information to Customer on how to obtain a solution that <br />corrects the Error. <br />“Response Time” means the time period for Submittable to acknowledge the submission of an Incident. Such <br />period will commence on submission of the Incident and conclude upon first response by Submittable. <br />“Severity Level 1” means any Error causing the Services not to operate and has a critical impact on Customer's <br />business operations. <br />“Severity Level 2” means any Error causing a lack of Services functionality and materially degrades significant <br />aspects of Customer's business operations. <br />“Severity Level 3” means any Error that impairs the performance of the Services but does not substantially affect <br />Customer's business operations. <br />“Severity Level 4” means any Error that does not qualify as Severity Level 1, 2, or 3. <br />“Target Resolution Time” means the target time period for Submittable to Resolve the Error or provide a <br />workaround or other temporary fix. Such period shall commence on the submission of the Incident, and shall <br />conclude when the Error is Resolved, and shall not include any time lapsed as a result of w aiting for Customer’s <br />input or responses to Submittable’s requests regarding the Error. <br />2. Incident Response Time. During the Term of the TOS, Submittable shall use best efforts to respond to and Resolve <br />any Incidents in accordance with the following timefram es: <br /> <br />PRIORITY LEVEL RESPONSE TIME TARGET UPDATE <br />INTERVAL <br />TARGET RESOLUTION <br />TIME <br />Severity Level 1 One (1) hour Two (2) hours Twenty-four (24) hours <br />Severity Level 2 Two (2) hours Four (4) hours Forty-eight (48) hours <br />Severity Level 3 Four (4) hours Three (3) days Seven (7) days <br />Severity Level 4 Twenty-four (24) hours Seven (7) days Next maintenance release <br /> <br />3. Computation of Time. For Severity Level 1 and 2, hours and days shall be determined on a 24 x 7 x 365 basis. For <br />all other requests, hours and days shall be determined on a 24 x 5 basis, excluding holidays observed by Submittable. <br />4. Workaround. If Submittable Resolves an Error by providing a workaround or other temporary fix, Submittable will <br />use commercially reasonable efforts to determine a permanent resolution to the Error described in the Incident. <br />5. Scheduled Downtime. Submittable will provide at least eight (8) hours of notice before implementing any scheduled <br />downtime when Services will not be available. <br />6. Uptime Percentage. Submittable shall use commercially reasonable efforts to ensure the uptime percentage of the <br />Services will be at or greater than ninety-nine percent (99%). <br />DocuSign Envelope ID: 367666E5-0A49-40C9-BFB5-74D495BAB8F1