Last Updated: March 29, 2026
In connection with the Platform Services, Service Provider will endeavor to provide Customer with necessary support and access to customer support personnel as described below.
Availability. ****Service Provider will use commercially reasonable efforts to make the Platform Services available to Customer 98% of the time during the Term, except for (i) planned downtime (with reasonable advance notice to Customer) of the Service; (ii) emergency downtime of the Platform; (iii) any unavailability of the Platform due to causes beyond Service Provider’s reasonable control (e.g., outages of Service Provider’s vendors (e.g., AWS) or Force Majeure); and (iv) any failure by Customer to reasonably cooperate with Service Provider in order to restore availability of the Platform Service.
Reasonable Support. Service Provider will use commercially reasonable efforts to provide reasonable technical support to Customer by email and/or Slack in connection with use of the Service during Service Provider’s general operating hours (excluding holidays).
Severity Levels and Response Times. ****Upon Customer’s report of a problem with the Platform Services, a Service Provider representative will acknowledge the report by issuing a confirmation to Customer, either by email and/or slack, and Service Provider will assign a severity level to the problem based on the type of issue reported. Service Provider will use commercially reasonable efforts to address problems with the Platform Services according to the following target response times:
| Severity Level | Description of Problem | Service Provider Target Response Times |
|---|---|---|
| Severity 1 | A critical problem that involves availability or fundamental functionality of the Platform Services that precludes productive use of the Platform Services, and that is having, or is likely to have, an immediate and material impact on a critical business activity of Customer. | Respond within twelve (12) hours of issue being logged; it is recommended that all severity 1 issues be logged with applicable Service Provider support contact. |
| Severity 2 | A significant problem that involves functionality of the Platform Services or degraded availability, but that does not preclude productive use of the Subscription Service and is not having and is not likely to have an immediate and material impact on a critical business activity of Customer. | Respond within twenty four (24) hours of issue being logged with applicable Service Provider support contact. |
| Severity 3 | An inconvenient problem with the Platform Services that inhibits a feature of the Platform Services but does not preclude productive use of the Platform Services. | Respond within four (4) business days of issue being logged with applicable Service Provider support contact. |
| Severity 4 | General questions related to the use of the Platform Services, a “how to” question; an error that is minor or cosmetic in nature; or a request to be considered for future enhancements. | Respond within five (5) business days of issue being logged with applicable Service Provider support contact. |
For the avoidance of doubt, failure by Service Provider to meet the target availability or response times set forth herein shall not constitute a breach of the Agreement or result in any liability or remedies provided by Service Provider.