Service Level Agreement
Last updated: October 24, 2019
AVAILABILITY COMMITMENTS
Openprise shall commit to 99% uptime for platform availability. Platform availability is determined as the backend data processing capabilities that import, process, and export data and is not solely dependent on the UI availability that serves only as configuration purposes.
SUPPORT COMMITMENTS
Openprise offers two different levels of support options with different subscription plan. Please refer to your subscription agreement for the level of support you have purchased.
Technical assistance includes but not limited to telephone and email access. Support access will include, but not limited to, problem solving, bug reporting, documentation clarification and technical guidance.
Standard (Pro) Support
Openprise provides technical assistance to Customers on Standard support during Openprise’s standard business hours. Standard business hours are 8:00AM to 6:00PM Pacific Time from Monday to Friday excluding public holidays, for Customers on Standard support. Any support requests received outside of business hours will not count towards the service level response time commitment until the start of the next business day.
Enterprise Support
Openprise provides technical assistance to Customers on Enterprise support on a 24 hours, 7 days a week, and 365 days a year basis. A dedicated Customer Success Manager will be assigned to Customers on Enterprise support to ensure the most direct access to Openprise support resources. Customer is also entitled to one dedicated sandbox environment.
SERVICE REQUEST SEVERITY LEVELS
Once Customer has contacted Openprise with a potential technical support issue, Openprise will respond and resolve the problem within the applicable time frame based on the Severity Level of the issue. If Openprise’s support organization is unable to provide an acceptable resolution, the issue will be routed to the Product and Engineering departments for resolution.
Openprise will be responsible for fixing bugs, testing fixes, and delivering appropriate Updates to the Openprise Platform for Customers.
Severity 1 : Critical Business Impact
Customer’s work is stopped or so severely impacted that the Customer cannot reasonably continue to work, the operation is mission critical to the business and the situation is an emergency. If Customer finds it necessary to contact Openprise by phone or email, Openprise will respond within 60 minutes to a Severity Level 1 Service Request or bug. Customer will provide Openprise with reasonable assistance until such a fix or acceptable work-around is provided. Openprise will use diligent efforts to provide a fix or acceptable work around to Customer within 24 hours of the request.
Severity 2 : Severe Business Impact
Customer’s work is continuing (not stopped); however, there is severe impact on the Customer’s productivity and/or service levels. No acceptable workaround is available; however, operation can continue in a restricted fashion. If Customer finds it necessary to contact Openprise by telephone or email, Openprise will respond within four (4) hours to a Severity Level 2 Service Request or bug. Openprise will use diligent efforts to provide a fix or acceptable work around to Customer within three (3) days of the request.
Severity 3 : Minor Business Impact
Customer’s work experiences a minor loss of service. The impact is an inconvenience, which may require a workaround to restore functionality. If Customer finds it necessary to contact Openprise by phone or email, Openprise will respond within eight (8) hours to a Severity Level 3 Service Request or bug. Openprise will use diligent efforts to provide a fix or acceptable work around to Customer within fourteen (14) days of the request.
ESCALATION PROCESS
Openprise will provide Customer with the current Openprise senior support representative’s contact information so that Customer can escalate any issues that require attention from Openprise senior management.
PRODUCT TECHNICAL SUPPORT UPDATES
Openprise will provide to Customer all Updates, which will include, without limitation:
- Patches and bug fixes: These are defined as program bugs or enhancements that are fixed, ported, and tested on all supported platforms by Openprise between normal program releases on an as-needed basis.
- General maintenance releases: These are defined as a group of program bug fixes, patches, or enhancements that have a scheduled release date and are tested by Openprise before they are provided to Customer.
- Functional releases: These are defined as releases that add new functionality to the program and are tested by Openprise before they are provided to Customer.