This Service Level Agreement and Support Plan (SLA) contains the availability and support commitments provided by Redzone as part of its Software Services.
Uptime Commitment During each consecutive annual period of the Term beginning on Customer’s Subscription Start Date (each a “Subscription Year”), Redzone guarantees the Software Services will be available for use by Customer for an Uptime of at least 99.90% (“Uptime Commitment”).
Uptime Calculation “Uptime” is calculated as the overall uptime tracked at https://status.rzsoftware.com, (the “Status Metrics”), excluding the relative duration of any Downtime Exclusions during that same period. The Status Metrics will serve as the exclusive determinant of overall uptime.
“Downtime Exclusions” are the non-availability of the Software Services as a result of any of the following:
Scheduled downtime with at least 72 hours advance notice to Customer
Customer’s use of the Software Services in violation of or outside the scope of the Agreement
Acts, omissions, or delays of Customer
Suspensions of the Software Services permitted by the Agreement as a result of Customer non-payment or actions or omissions by customer or its Users
Force Majeure events or issues related to Customer’s Internet connection, devices, network, equipment, or third-party providers
Usage of a beta, early adoption program, or free trial version of the Software Services
Service Credits If Customer claims Redzone has not met the Uptime Commitment, then, within 15 days of the claimed failure to meet the Uptime Commitment, Customer must provide Redzone with written notice (as stated below) of the relevant failure period.
If, upon receipt of notice from Customer, Redzone confirms in good faith, based on the Uptime Metrics and Downtime Exclusions, that the Software Services did not meet the Uptime Commitment to Customer during the applicable Subscription Year, then, provided Customer has fully paid all amounts then-due to Redzone, Redzone will apply a credit toward Customer’s future Subscription Fees owed in accordance with the following (“Service Credits”):
% of Future Subscription Fees Credited
99.50% – 99.89%
99.00% – 99.49%
98% – 98.99%
Service Credits are Customer’s sole and exclusive remedy, and Redzone’s sole and exclusive liability, for Redzone’s failure to meet the Uptime Commitment.
Technical Support The following technical support services are included with all Software Services subscriptions:
Upgrades and new releases related to purchased Modules
24/7 automated monitoring of Customer’s environment
Access to Redzone’s Knowledge Base section
Unlimited technical support, with the goal of 2-hour acknowledgment response time, from 4am – 7pm ET on business days, excluding public holidays and company holidays (currently, the days after Thanksgiving and Christmas or other holidays as Redzone notifies Customer)
Priority response commitment
Escalation to product development group as necessary
Automatic Alerts Redzone deploys an automated CloudWatch to trigger 24/7 alerts to ensure the health of Redzone infrastructure, requisite server availability, and load balancer response and performance. Alerts are also set up to monitor if any cloud server loses contact with the on-site automation server or if, for any reason, an automated backup fails to execute successfully.
Notices and Support Requests Customer must submit support requests through the Redzone App or through the 24/7 Knowledge Base via the built-in chat widget. Customer must submit notices of any claimed Uptime Commitment failure to Redzone via email to email@example.com.
Resolution Schedule Redzone will assign support priorities based on the level of criticality, addressing more urgent issues first. Redzone’s support team will endeavor to address issues in real time whenever possible.
Target Resolution Time
Software Services are not operational, and no practical workaround is identified, or a practical workaround identified but would result in an undue burden on Customer’s business operations.
Software Services are operational, but day-to-day functionality of the services is materially diminished. Usage can continue for a reasonable period before the issue becomes critical and/or a reasonably practical workaround is identified.
5 working days
Minor bug or issue that does not materially diminish functionality of the Software Services. Upgrade can be addressed in a future product release.
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