This Service Level Agreement (“SLA”) sets forth the support services and service levels to be provided by eXtendTech to Client with respect to the Hosted Services and is hereby incorporated by reference into the Hosted Services Agreement between the Parties (the “Agreement”) to which this SLA is attached as Exhibit 3. Capitalized terms used but not defined herein will have the meanings set forth in the Agreement.
1. Definitions
1.1. “Excused Downtime” means any time during which the Hosted Services are not accessible that (a) occurs during a Scheduled Maintenance Period; or (b) is caused by (A) Client’s or a Users’ telecommunications and/or Internet services, (B) services, software or hardware not provided or authorized by eXtendTech (including Third-Party Applications and Services), or (C) force majeure events.
1.2. “Scheduled Maintenance Period” means any time during which eXtendTech performs scheduled or emergency maintenance on the Hosted Services. In general, eXtendTech performs scheduled maintenance between the following times: 2AM to 5AM Eastern Standard Time. eXtendTech hereby warrants that Client’s use of the Hosted Services shall not be materially impaired during any Scheduled Maintenance Period other than in connection with force majeure events described in Section 16 of the Agreement. eXtendTech will provide Client prior notice of any emergency maintenance on the Hosted Services that would cause Client’s use of the Hosted Services to be materially impaired.
2. Uptime
2.1 eXtendTech will use commercially reasonable efforts to cause the uptime for the Hosted Services to be no less than 99.8%, excluding Excused Downtime.
3. Support Services
3.1 The support services for the Hosted Services provided under this SLA (“Support Services”) includes 24/7/365 online (email & chat) support only.
3.2 The Support Services cover support issues related to the Hosted Services. In addition, custom solutions, partner solutions and Third-Party Applications and Services are not covered under this SLA.
3.3 The Support Services will be provided only for those support issues that Client’s trained and designated staff personnel enter via the Client support portal at Login | eXtendTech. Client must provide eXtendTech with accurate and complete information regarding each issue logged, the proposed severity level thereof, designated points of contact at Client if applicable and if applicable, passwords for making the necessary fixes. eXtendTech will not be responsible for any delays or failures in providing Support Services caused by Client's failure to abide by the requirements of this Section. eXtendTech may reclassify any case misclassified as falling into one of the severity categories listed below. If applicable, Client will be responsible for informing the eXtendTech in writing of its authorized designated staff personnel.
3.4 As part of Support Services, eXtendTech will investigate all reproducible and material failures of the Hosted Services to conform to the Specifications. eXtendTech will work with Client’s designated staff personnel to classify the severity of the problem, provide efforts to correct the problem or provide a workaround to the problem as defined in the table below. Please note, these response times represent reported issues within standard published business hours.
| Severity Level | Description | Initial Response Times |
| Level 1 | Critical Business Impact: Platform or major feature outage. Client’s production use of the Hosted Services has stopped or has been so severely impacted that the Client cannot reasonably continue work, there is no workaround available. For severity level 1 problems, eXtendTech will respond within one hour of notification and handle the issue under its highest priority. Client personnel must be made available in severity level 1 situations and reasonably cooperate to help resolve the issue. Severity level 1 problems could have the following characteristics: Entire Account Cannot Login, Integration Failing, Critical functionality not available. | Within 1-8 hours |
| Level 2 | Significant Business Impact: Important product features are unavailable. Client’s production use of the Hosted Services is functioning with limited capabilities or is unstable with periodic interruptions. There is a workaround. Severity level 2 problems could have the following characteristics: Product error or feature failure, severely degraded usability, functionality is unavailable, but the platform is able to operate in a restricted fashion. One or several Users cannot login. | Within 24 hours |
| Level 3 | Minimal Business Impact: Hosted Services’ features are unavailable, but a workaround exists and the majority of functions are still usable. Minor function or feature failure that the Client can easily circumvent or avoid. Client’s work has minor loss or operations functionality. Severity level 3 problems could have the following characteristics: Error message with workaround, minimal performance degradation, incorrect product behavior with minor impact, questions on product functionality or configuration during implementation. | Within 48 hours |
eXtendTech reserves the right to assign a different severity level than that estimated by the client, in accordance with the above guidelines.
3.5 In the event that Client’s request for support is not covered by the Support Services set forth in this SLA, Client may have to purchase additional support services, or, in some cases, Professional Services from eXtendTech. Any such additional support services or Professional Services are made available only upon agreement by eXtendTech at eXtendTech's then-current rates.
3.6 The Support Services are provided for ongoing use of the Hosted Services; they are not intended to be a substitute for Professional Services or training necessary for the implementation and use of the Hosted Services. All other services, including on-site assistance, custom programming, integrations, database and network administration, new features and custom designed reports and forms, may be furnished by eXtendTech at eXtendTech's then-current rate. The Support Services do not include, for example, any of the following (a) supporting database products, including set-up and configuration of database products; (b) resolving network, workstation or environmental errors not directly related to the Hosted Services; (c) supporting any Hosted Services being used in a manner for which they were not designed.
3.7 The Support Services are offered to Client on a commercially reasonable-efforts-basis only. Client acknowledges that eXtendTech may not be able to resolve every request for support through the Support Services. Client’s exclusive remedy and eXtendTech's sole obligation for any failure to resolve a problem covered by this SLA shall be to use commercially reasonable efforts to resolve the problem.