Service Level Program - Response Time

This Service Level Program applies to and is incorporated by reference into the Order (the “Order”) and associated Subscription Agreement (“Agreement”) made by and between Apptega, Inc. (“Apptega”) and the customer identified on the Order (“Customer”). Apptega may modify this Service Level Program from time to time by posting an amended Service Level Program to Apptega’s website.  Apptega will use reasonable commercial efforts to achieve the Response Times (defined below) and related commitments stated herein (“Service Levels”). Apptega and Customer hereby agree as follows:

1. Support Tiers.

The following support tiers (“Support Tiers” or “Tiers”) apply to this Agreement:
•    Tier 1 support consists of gathering customer information and diagnosing the problem or nature of the problem. Tier 1 support representatives handle basic issues such as username and password problems, verifying standard setup, billing issues and basic troubleshooting found in the Product Documentation.  
•    Tier 2 support consists of resolving intermediate-level technical problems, performing more advanced than Tier 1 technical troubleshooting, and seeking known solutions to reported technical issues. Tier 2 support is required where a defect in one or a small subset of the features in the Services may impact some Customers, but the Services overall are not materially impacted.
•    Tier 3 support issues are those requiring expert-level troubleshooting and technical skills. Diagnostic testing or remote monitoring tools may be required. Tier 3 support is required where one or more of the key functional aspects of the Services are unavailable to most if not all Customers.
•    Tier 4 is the highest level of support responsible for handling the most difficult or advanced problems. Tier 4 support issues are those requiring escalation to the product development, operations, or system administration teams who may need to analyze the code, environment or data associated with the issue.  Tier 4 support is required where the Services or a substantial portion of the Services are unavailable to all Customers.
•    Apptega determines the Tier level of a support issue in its sole discretion.  Issues not resolved via the initial Tier of Support will be escalated to the appropriate successive support Tier(s) as required.

2.  Customer Tickets.  

Customers may log tickets with Apptega support team members as detailed in the Product Documentation.  If Customers do not log tickets as required by the Product Documentation, Apptega will endeavor to create tickets reflecting support requests that are issued to Apptega outside of the standard Product Documentation procedures (i.e. via email or phone call).  However, the Response Times (described below) begin from the date and time that a ticket is properly logged by Apptega or the Customer in compliance with the Product Documentation.  

3. Response Times.

Support TierTarget Response Times124 hours28 hours34 hours41 hour

A response (“Response”) for purposes of determining Apptega’s compliance with Response Times means that a ticket is logged per the Product Documentation and furthermore, the appropriate staff within Apptega have initiated support activities.  Tier 1 and 2 support tickets may involve our customer support representatives, who are available during normal business hours.   (Response Times are based upon the United States Eastern time zone and a normal business day is 9:00 a.m. to 5:00 p.m.)   Tier 3 and 4 support issues may involve escalation to appropriate Apptega subject matter experts or executives, including outside of normal business hours, and may be subject to formal resolution plans pursuant to the Product Documentation (“Resolution Plan(s)”.  If Apptega determines to adopt a Resolution Plan, it will be communicated promptly to impacted Customers.  The Resolution Plan(s) may not define an exact date or time in which Apptega commits that the support ticket will be fully remediated; but it will define the tangible steps that Apptega is taking, and the resources being devoted, to address the support issue.   Customers will be able to provide feedback on any outstanding tickets or Resolution Plans as provided in the Product Documentation.  Apptega will promptly notify Customers when support tickets are resolved via the ticketing portal.

4. General.  

The Service Level Program pertains to the categorized Tiers of defects in the Services described above and does not encompass data breach or information security incident response.   The Service Level Program does not guarantee that the Services will be error-free or that support tickets will be resolved in any time frame absent a specified period that Apptega may include in a Resolution Plan.  Customer will provide reasonable assistance to Apptega in order to resolve a support ticket.
Last Updated 07/01/2023