Matics will provide support according to the following terms:
Matics will use commercially reasonable efforts to maximize the availability of its services, and provides performance guarantees as detailed below.
1.1. Availability. Matics guarantees 99% availability of Matics’s online systems utilized to provide services during any calendar month. If Matics fails to meet its availability guarantee, Matics will credit client’s account with an amount according to the table below:
|
AVAILABILITY DURING |
COMPENSATION |
||
| <99% | 0% | ||
| <97% | 10% | ||
| <95% | 15% |
1.2. Support Availability. Matics provides a Case system that can accept new Cases via e-mail or web portal. This system is available at all times to the client to open new Cases or update existing Cases. All Cases submitted will be acknowledged and provided a unique tracking identifier.
1.3. Support Engagement. Matics engineers will engage the client within twenty four (24) hours upon Case acknowledgement for server availability issues. Initial and ongoing contact is to be made via e-mail, unless other mutually-agreeable arrangements are made.
1.4. Client Credit Request. Client must log a support Case with the Matics technical support help desk within 24 hours of first becoming aware of an event that has impacted service availability. Client must reasonably assist Matics with any problem diagnosis and resolution.
A claim for failure to meet an SLA, must be submitted within fifteen business days after the end of the contracted month. Compensation for a valid SLA claim will be a credit against a future invoice for the service based on the duration of time during which production system processing for the service is not available (“Downtime”).
1.5. Limitation on Remedies. Downtime is measured from the time of the outage event case report until the time the service is restored and does not include time related to a scheduled or announced maintenance outage; causes beyond Matics control, including any force majeure events; problems with client, designs or instructions; unsupported system configurations and platforms or other client errors; or client-caused security incident or client security testing. Matics will apply the highest applicable compensation based on the cumulative availability of the service during each contracted month, as shown in the table above. Notwithstanding anything to the contrary herein, the total compensation with respect to any contracted month shall not exceed 15 percent of one twelfth (1/12th) of the annual charge for the service.
1.6 Case level and response time. Cases reported in Matics support system will be categorized according to the case severity. Matics team will respond according to the following terms:
1.6.1. Severity Category Level – Severity 1. CRITICAL.
1.6.1.1. The Software (in its entirety) has become inoperative or severely impaired, causing substantial
commercial impact on Customers business. The operation is mission critical to the business and the situation is an emergency.
1.6.1.2. Initial Response Within 2 hours. Problem Diagnosis to commence immediately after the information is received by Licensor support staff.
1.6.1.3. Problem Diagnosis Best commercial efforts to deliver complete and reported Problem
Diagnosis. Within 4 hours of attaining Initial Response SLA. Continuous work on Workaround and Resolution to commence immediately.
1.6.1.4. Workaround SLA Best commercial efforts to deliver a Workaround that permits the problem to be downgraded to Severity 2 to be provided no later than within 24 hours.
1.6.1.5. Resolution SLA Best commercial efforts to deliver full Resolution completely restoring all functionality to be provided within 3 business days. If the resolution to the problem is of a complex nature, Licensor will get back within 2 business days as to what the estimate will be for complete resolution.
1.6.2. Severity Category Level – Severity 2. HIGH
1.6.2.1. A severe loss of service. Important features are unavailable with no acceptable workaround;
however, operations can continue in a restricted fashion.
1.6.2.2. Initial Response Within 4 hours. Problem Diagnosis to commence immediately. This Initial Response SLA shall not apply to problems downgraded from Severity 1.
1.6.2.3. Problem Diagnosis Best commercial efforts to deliver complete and reported Preliminary
Problem Diagnosis complete and reported within 8 hours of attaining Initial Response SLA. Continuous work on Workaround and Resolution to commence immediately.
1.6.2.4. Workaround SLA Best commercial efforts to deliver a Workaround that permits the problem
to be downgraded to Severity 3 to be provided no later than end of next business day.
1.6.2.5. Resolution SLA Best commercial efforts to deliver a full resolution completely restoring
all Modules and the production environment to ordinary functioning to be provided within 6 business days.
1.6.3. Severity Category Level – Severity 3. MEDIUM
1.6.3.1. A minor loss of service. The impact is an inconvenience, which may require a workaround to restore functionality and/or any problem that has been downgraded from Severity 1 or Severity 2.
1.6.3.2. Initial Response Within 1 business Day. Problem Diagnosis to commence same business day. This Initial Response SLA shall not apply to problems downgraded from Severity 1 or Severity 2.
1.6.3.3. Problem Diagnosis Best commercial efforts to deliver complete and reported problem Diagnosis complete and reported within 2 business days of attaining Initial Response SLA (the preceding sentence of this SLA shall not apply to downgraded Problems). Work on Resolution to commence same or next local business day.
1.6.3.4. Workaround SLA Best commercial efforts to deliver a Workaround that permits the problem to be downgraded to Severity 3 to be provided no later than end of next business day.
1.6.3.5. Resolution SLA deliver a full resolution completely restoring all Modules and the production environment to ordinary functioning to be provided within 7 business days.
1.6.4. Severity Category Level – Severity 4. LOW
1.6.4.1. (Operating Inquiries.) Request for information or documentation clarification regarding the Software with no impact on the operation of the Software and no loss of service.
1.6.4.2. Initial Response Within 3 Business Days. (These are inquiries and take priority only after the
severities 1, 2, and 3).
1.6.4.3. Problem Diagnosis Not applicable provided, however, that if an Operating Inquiry results in the identification of a Problem the initial Operating Inquiry contact with the Help Desk shall be deemed a Problem reporting event and the Problem Diagnosis SLA shall commence for the assigned Severity level.
1.6.4.4. Workaround SLA Not applicable.
1.6.4.5 Resolution SLA Responses must be supplied within a target of maximum 2 weeks at latest
