This Service Level Agreement (“SLA”) further describes ALTR Support Services, as referenced in the Terms of Service (the “Agreement”) and the applicable Order Form between ALTR Solutions, Inc. (“ALTR”) and the Customer listed on such Order Form. This SLA is made part of the Agreement and such Order Form. In the event of any conflict or inconsistency among the Agreement, the Order Form and this SLA, the order of precedence shall be: (1) the Order Form; (2) the Agreement; and (3) this SLA. Capitalized terms used in this SLA that are not otherwise defined herein shall have the meaning ascribed to them in the Agreement.
ALTR may suspend ALTR Support Services if Customer fails to make any payment of amounts owed under the Terms of Service or the applicable Order Form thereunder. In addition, in the event that the Agreement or the applicable Order Form terminates for any reason, ALTR shall have no further obligation to provide Support Services to Customer pursuant to this SLA. If ALTR product(s) are installed in any way other than the published method on docs.altr.com then SLA claims will be declined.
Subscription Service Availability SLA
ALTR will use commercially reasonable efforts to make ALTR Services and ALTR Software available no less than 99.9% of the time in each calendar month, excluding:
(i) any maintenance or updates to ALTR Services or ALTR Software scheduled by ALTR;
(ii) any emergency updates or maintenance to the ALTR Software (whether or not scheduled by ALTR);
(iii) evaluation or proof-of-concept use of the subscription service;
(iv) any time Customer requests that the ALTR Software be taken down for updates or maintenance;
(v) Customer initiated changes within ALTR’s platform that are being processed by ALTR;
(vi) unplanned outages related to services (such as Internet services) outside of ALTR’s control.
(vii) applicable warranty and indemnification provisions do not apply to innovation cycle products as delineated below:
a. Solution accelerators as they are defined on docs.altr.com
ALTR must give Customer no less than three (3) days’ notice before the commencement of any planned maintenance requiring downtime in the production environment.
ALTR Services will not be deemed unavailable for any downtime or outages caused by acts or omissions of Customer.
Support Response Time SLA
The severity of the problem and the service levels of the support program Customer purchased determine the speed and method of Provider’s response targets. Following are the response time targets for providing the initial response:
Standard Support Package
Standard Support (“Normal”) Business Hours: 9:00 AM to 5:00 PM Eastern Time Monday through Friday, excluding the following holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, the day after Thanksgiving Day, Christmas Day and two additional Christmas and New Year holidays which vary from year to year.
Premium Support Package
Premium Support Business Hours: 24 Hours/Day x 7Days/Week x 365 Days/Year
Technical Support Procedures
ALTR will provide Customer with technical support and assistance with the following procedures: Designated Customer Contacts can report issues to ALTR via email at support@altr.com. Customer should submit a completed ticket request form. ALTR Support will receive, triage and handle the issue in accordance with the severity definitions below:
Modifications
ALTR may modify this SLA from time to time, except that in no event may ALTR make any modifications to this SLA that would materially reduce the level or scope of ALTR Support Services that ALTR provides to Customer hereunder during the then current Term for which Customer has paid Fees.
Customer Responsibilities
(i) Customer’s technical contact must cooperate with ALTR to enable ALTR to deliver the ALTR Services and associated ALTR Support Services, including the submission of a report to ALTR via email at support@altr.com. ALTR may require additional information from the Customer including, but not limited to, request logs, request contents, error messages, etc.
(ii) Customer is responsible for adhering to planned maintenance notices and cooperating with ALTR as needed. Additionally, Customer is responsible for adhering to ALTR release documentation to enable product functionality.
(iii) If Customer identifies an error in the use of ALTR Services, Customer must first troubleshoot the issue to determine if it may be the result of other software or hardware under Customer’s control, or other variables outside the control and domain of ALTR.
(iv) If Customer wishes to submit a claim under this SLA, the claim and supporting information must be provided within 48 hours of discovery of the error.
(v) If ALTR determines that it is necessary to perform Additional Services for an error caused by Customer, then ALTR will notify Customer thereof as soon as ALTR is aware of such necessity and, upon Customer’s written request, ALTR will have the right to perform such Additional Services and invoice Customer at ALTR’s then-current published time and materials rates for Additional Services.
Exclusions
ALTR shall have no obligation to provide ALTR Support Services for any of the following:
(i) In circumstances that could be reasonably said to be beyond ALTR’s control (e.g.floods, war, acts of god, civil unrest);
(ii) If Customer is in breach of its Agreement with ALTR for any reason;
(iii) Unsupported Code (as defined in the Agreement);
(iv) Third party software or any hardware products;
(v) Customer’s failure to properly maintain Customer’s location or equipment;
(vi) Alterations to Customer’s location or equipment made by Customer or a third party after ALTR’s completion of Additional Services;
(vii) Correcting any reported errors not verified by ALTR;
(viii) Errors caused by:
a. Changes to the operating system or environment which adversely affect the ALTR Products and Services (as defined in the Agreement);
b. Any alterations, additions or damage to the ALTR Products and Services made or caused by parties other than ALTR;
c. Use of the ALTR Products and Services in a manner for which it was not designed or licensed;
d. Interconnection of the ALTR Products and Services with other software products not designated by ALTR;
e. Use of the ALTR Products and Services on an unsupported platform or unauthorized servers;
f. Customer’s negligence, hardware malfunction or other causes beyond the reasonable control of ALTR; or
g. Customer’s failure to reasonably cooperate with any ALTR audit to verify Customer’s eligibility for ALTR Support Services.
