Support and Service Level Terms
Other than for Evaluation Customers and customers with customized support options, these Support and Service Level Terms are part of Your Terms with TITLEMAN Inc. Any capitalized terms used but not defined in these Support and Service Level Terms have the meaning set forth in the Terms.
1. SUPPORT.
1.1. We provide customer support 24/7. You can contact us by email at [email protected] or reach out directly to your dedicated account manager.
1.2. TITLEMAN Inc provides response times to support issues as indicated in the table below:
| Priority | Initial Response Time | Target Resolution Time |
|---|---|---|
| Severe. Service is unavailable or a subset of functionality is unavailable without a workaround; security issues, data integrity issues. | 2 Hours | 24 Hours |
| High. Major functionality is impacted, or performance is significantly degraded; issue persists, and no reasonable workaround is available. | 4 Hours | 1 Week |
| Medium. Any other bugs or issues that are not considered Severe or High. | 1 US Business Day | 3 Weeks |
| Low. Enhancements, technical questions. | 2 US Business Days | Aligned with our product roadmap, or as appropriate |
1.3. We continuously explore ways to refine and improve our support resources, and we will provide notice to You as we update this aspect of our offering.
2. SERVICE LEVELS.
2.1. TITLEMAN Inc will use commercially reasonable steps to make the Services available to You at least 99.5% of each calendar month (the “Availability Commitment”).
2.2. “Monthly Uptime Percentage” is calculated as:
“Downtime” is any event under TITLEMAN Inc’s or its subcontractors’ reasonable control that causes the Services to become generally unavailable to Your users.
2.3. In the case where Your Monthly Uptime Percentage falls below our Availability Commitment, upon notice by You, TITLEMAN Inc will provide You a “Service Level Credit” based on a percentage of Your Per Seat Cost (as set forth in Your currently operative Order Form) multiplied by the number of Seats in the operative month, as indicated in the table below. Such Service Level Credit will be Your exclusive remedy. Any request for a Service Level Credit must be received within 10 days of the end of the month for which the Service Level Credit is being sought.
| Monthly Uptime Percentage | Service Level Credit Percentage |
|---|---|
| 99.5% or higher | None |
| Under 99.5% but ≥ 99% | 10% of the Per Seat / monthly enterprise Cost in the relevant month relating to Services impacted by the uptime failure |
| Under 99% but ≥ 95% | 25% of the Per Seat / monthly enterprise Cost in the relevant month relating to Services impacted by the uptime failure |
| Under 95% | 50% of the Per Seat / monthly enterprise Cost in the relevant month relating to Services impacted by the uptime failure |
2.4. You are not entitled to any Service Level Credit for:
- 2.4.1. Equipment or software failure under Your control;
- 2.4.2. Your or Your Users’ inability to connect to the Internet;
- 2.4.3. Your failure to utilize the Services in conformity with our documentation;
- 2.4.4. Force Majeure events;
- 2.4.5. Use of the Services’ features that are designated as Preview Features (that is, beta functionality); and
- 2.4.6. Use of the Services for unpaid or evaluation purposes.