Customer Support Service Level Agreement

Introduction

The information contained in this document is considered CONFIDENTIAL and must not be transmitted or disclosed to any third party without Summize’s explicit written permission.

Overview

Provided that the Customer remains current in its payment obligations to Summize, Summize will provide the following support to the Customer. Capitalized terms used but not defined in this SLA shall have the meanings given to them in the Agreement.  

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In the event you require support or have any feedback, please contact our team at [email protected].

Support Hours

Technical Support is provided from 8 a.m. to 5 p.m. UK time (GMT or BST as applicable), Monday through Friday, excluding all UK holidays (“Support Hours”) by e-mail at [email protected]. Summize shall track and log all support requests, and the Customer may email Summize at any time to inquire about a support request. Emails received outside of support hours will be collected, but no action can be guaranteed until the next business day.

Availability of Ordered Software Services

Summize shall use commercially reasonable efforts to maintain the Software in a manner that minimizes errors and interruptions and to make such Software available 24 hours a day, seven days a week, but it is understood that the Software may be temporarily unavailable due to (a) maintenance, application of updates and testing of systems, applications and networks within the data centre (collectively, “Scheduled Maintenance”), or (b) Force Majeure Events. Summize will use all commercially reasonable efforts to provide Customer with at least 72 hours advance notice of any Scheduled Maintenance.

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In the event of an outage of the Software other than Scheduled Maintenance where users experience no response (“Emergency Downtime”), Summize will follow its standard outage procedure set forth below: 

Summize will check audit logs to determine if any users were logged in at the time of the outage, and will promptly contact Customer and/or the affected user(s) to understand the impact.
Within 60 minutes of the identification of the outage, Summize will notify the Customer via e-mail with status and ETA for restoring service, if available.
Summize will notify the Customer via e-mail with status and ETA for restoring (if available), in accordance with Summize’s standard policies and procedures with respect to such.

Summize will use all reasonable efforts to minimize downtime of the Software and to ensure a Monthly Availability Percentage of 99.5%, except as set forth below. Summize will use all reasonable efforts to minimize downtime of the Software and to ensure a Monthly Availability Percentage of 99.5%, except as set forth below.

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The Monthly Availability Percentage is calculated on an aggregate monthly basis as follows: Monthly Availability Percentage = (total minutes in the month – total number of minutes that the Software is inoperable in that month) / total minutes in the month.

Incident Priority and Response Times

The following guidelines will be used to determine the priority of incidents and response timeline. Summize will determine severity at its sole discretion. To enable such support, the Customer must report technical issues in a timely manner to its designated Summize support contact(s) and provide reasonable assistance as requested by Summize to diagnose and resolve such issues.

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When the Customer logs a support request in accordance with the process described above, Summize will (a) acknowledge the request as soon as is reasonably practicable and, in any case, in accordance with the table below, (b) use reasonable commercial efforts to resolve each significant error by providing a reasonable workaround, an object code patch or a specific action plan for how Summize will address the problem, (c) provide an estimate of how long it believes it will take to resolve the problem, and (d) provide ongoing updates pursuant to the table below.

Priority	Description	Response Initiated Within:	Follow-Up Feedback (Status Update)
1 - Critical	Unable to use system, critical impact on operations (i.e., system is down)	Immediate up to 30 minutes	Every 4 hours or as agreed at the time of the incident
2 - Major	Able to use system, critical impact on operations (i.e., Customer cannot log in, the product is not launching or is showing the wrong data).	Immediate up to 2 hours	Every 24 hours or as agreed at the time of the incident
3 - Minor	Able to use the system, operations impacted (i.e., issues and bugs that block Customer’s activities in the product).	Immediate up to 8 hours	As agreed at the time of the incident
4 - Procedural	The procedure is presently available to circumvent (issues and bugs that do not block Customer’s activities on the system because a workaround exists, or where such issues and bugs do not have a direct impact on usage).	Immediate up to 24 hours	As agreed at the time of the incident

Note: If a support request is made outside of Support Hours, the clock begins to run when the next block of Support Hours commences.

Exclusions

Any problems caused by (a) use of an Ordered Software Service by Customer in a manner not in accordance with the Agreement or the applicable Order Form; (b) Customer’s breach of its obligations contained herein or in the applicable Order Form; (c) modifications to the Ordered Software Service not made or authorized by Summize; or (d) a failure by Customer to procure the minimum software and equipment needed to properly access and use the Ordered Software Service or problems with the Access Equipment, are not covered by Technical Support, and Customer shall be responsible for paying Summize’s normal reasonable charges and expenses for time or other resources provided by Summize and requested by Customer to diagnose or attempt to correct any such problems.