UncommonX Platform - Enterprise Software Service Level Agreement
This document provides the UncommonX Platform - Enterprise Software Service Level Agreement (“SLA”) between UncommonX, Inc. (“UncommonX”) and the customer (“User”) that has executed a quote or other ordering document (the “Order Form”) for a license of the UncommonX Platform - Enterprise software (the “Software”). To the extent purchased by User and specified on the Order Form, this SLA sets forth the service level terms and conditions related to the Software and are incorporated in and supplement the End-User Licensing Agreement accepted by User as part of User’s license of the Software (the “Agreement”). Any capitalized terms not otherwise defined herein will have the meaning in the Agreement.
Definitions
“Defects” are reported problems that (i) prevent the Software from conforming in material respects to applicable Documentation, and (ii) are verifiable and reproducible using the Software.
“Issues” are questions pertaining to the operation of the Software originating from User.
“High Severity Defects” are Defects that meet the following criteria: (i) Defects that compromise the security of protected communications; (ii) Defects that compromise the security of the host system data; (iii) Defects that cause a material loss of data; or (iv) Defects in essential functions for which no manual work-around exists.
“Low Severity Defects” are Defects that meet the following criteria: (i) Defects that violate material specifications in the Documentation; or (ii) Defects in essential functions for which a manual work-around exists.
“Update Release” shall mean bug fixes and patches intended to correct Defects. Update Releases are denoted by a change to the numbers to the right of the second decimal point (e.g., v1.1.1 to v1.1.2).
“Versioned Release” shall mean releases containing minor enhancements. Versioned Releases are denoted by a change to the number to the right of the decimal point (e.g., v1.1 to v1.2).
“Support Release” shall mean any Update Releases and Versioned Releases that are made generally available to UncommonX’s general client base as an Update Release or Versioned Release in UncommonX’s sole discretion.
“New Product Release” shall mean any release of the Software that is not a Support Release.
“Stage 1 Response” shall mean an acknowledgment of receipt of Defect report.
“Stage 2 Response” shall mean commencement of work on identifying and diagnosing the problem, and subsequent work around, temporary fix, or other temporary resolution of the Defect and documentation of corrections.
Terms & Conditions
- Updates & Releases: User will receive prompt access to all Support Releases, Update Releases, Versioned Releases, and New Product Releases.
- Support Contacts: UncommonX will provide access to the UncommonX Platform Commercial Support portal for User support contacts specified by Customer.
- Support for Issues: User will receive up to 10 hours per month of support for Issues.
- Support for Defects: User will receive unlimited support hours for Defects.
- Response Schedule: UncommonX’s support specialists shall use commercially reasonable efforts to respond to High Severity Defects and Low Severity Defects in accordance with the following Response Schedule. Such response times shall be measured from the time the User’s Support Representative contacts UncommonX’s support via the UncommonX Commercial Support Portal.
| |
Stage 1 Response |
Stage 2 Response |
| High Severity Defects |
4 Business Hours |
2 Business Days |
| Low Severity Defects |
8 Business Hours |
5 Business Days |
