This Numetric Service Level Agreement (“SLA”) governs the use of the Services under the terms of the Numetric Terms of Service (the “TOS”) between Numetric Inc. (“Numetric”, “us” or “we”) and users of the Services (“you” or “Customer”). Unless otherwise provided herein, this SLA is subject to the terms of the TOS and capitalized terms will have the meaning specified in the TOS. Numetric reserves the right to change the terms of this SLA in accordance with the TOS.
Numetric shall be accountable for meeting the following Service Level Agreement for support services:
|Defect Severity Level||During Business Hours Initial Acknowledgement||During Business Hours Response for Resolution|
|Critical||2 hours||24 hours|
|High||4 hours||2 business days|
|Medium||1 business day||4 business days|
|Low||2 business days||10 business days|
- Maintenance services shall include technical support, hot fixes, bug fixes, service patch, minor/major software releases as part of product development and upgrade cycles.
- Numetric shall provide documentation on what is contained or changed within system updates.
- Numetric shall provide rollback or recovery plan in the event of failure of system update to apply successfully.
- Numetric shall provide software version maintenance deprecation notice or end of life notice no less than 4 months in advance of discontinuation of standard support term.
The Services shall be available 99.9%, measured monthly, excluding holidays and weekends and scheduled maintenance. If Customer requests maintenance during these hours, any uptime or downtime calculation will exclude periods affected by such maintenance. Further, any down time resulting from outages of third party connections or utilities or other reasons beyond Company’s control will also be excluded from any such calculation. Customer’s sole and exclusive remedy, and Company’s entire liability, in connection with Service availability shall be that for each period of downtime lasting longer than one hour, Company will credit Customer 5% of Service fees for each period of 30 or more consecutive minutes of downtime; provided that no more than one such credit will accrue per day. Downtime shall begin to accrue as soon as Customer (with notice to Company) recognizes that downtime is taking place, and continues until the availability of the Services is restored. In order to receive downtime credit, Customer must notify Company in writing within 24 hours from the time of downtime, and failure to provide such notice will forfeit the right to receive downtime credit. Such credits may not be redeemed for cash and shall not be cumulative beyond a total of credits for one (1) week of Service Fees in any one (1) calendar month in any event. Company will only apply a credit to the month in which the incident occurred. Company’s blocking of data communications or other Service in accordance with its policies shall not be deemed to be a failure of Company to provide adequate service levels under this Agreement.