I. TECHNICAL SUPPORT SERVICES
We will provide you with error corrections, patches and workarounds required to maintain the Services in accordance with the Documentation (collectively, “Error Corrections”) as made generally available by us to our other customers of the Services at no additional cost.
II. TECHNICAL SUPPORT SERVICES RESPONSE TIMES
We will provide Technical Support Services for technical errors as described below. To the extent you purchase Enterprise Support (or a plan that includes Enterprise Support) or Premium Assurance, the Enterprise Technical Support obligations will apply.
- You may open a Technical Support Services ticket via email at support@upguard.com or the in-platform chat function (each a “Ticket”). Ticket submissions are monitored 24/7, 365. We will acknowledge receipt of Tickets in accordance with the Time to Acknowledge commitments set forth above. For the avoidance of doubt, we may acknowledge receipt of a Ticket by (i) live response via email or chat; and/or (ii) by updating our current platform status here: https://status.upguard.com/ (the “Status Page”).
- For Standard Technical Support Services, live acknowledgement of receipt and help with Tickets is available 24/5, Monday through Friday, excluding company holidays.Tickets will be assigned in the order they are received.
- For Enterprise Technical Support Services, live acknowledgement of receipt and help with Tickets is available Monday 9:00 AM AEST through Friday 5:00 PM PST, excluding company holidays, and tickets will be assigned with skip-the-line priority routing.
- The Parties may, on a case-by-case basis, agree in writing to a reasonable extension of the Technical Support response times described above.
- We will diagnose the issue and identify the severity level of any reported issues, and provide you a diagnosis of the applicable error.
- We will provide you with regular updates of the nature and status of its efforts to correct (or, where relevant, mitigate) any applicable errors until resolution. Upon resolution, we will update our Status Page.
- You may subscribe to receive notifications of updates to our Status Page here https://status.upguard.com/.
IV. SERVICE LEVELS
Actual Availability. To the extent you purchase the Enterprise or Enterprise+ plan under an applicable Order Form, we will make the Services Actually Available in accordance with the service levels (the “Service Levels”) set forth below:
SLA Management Process
- We will maintain monitoring logs and tools to measure the Service Levels and publish our availability status, and you may subscribe to receive updates, here https://status.upguard.com/.
- You will notify us of any lack of Actual Availability (“No Availability Notice”). We will promptly investigate such claimed lack of Actual Availability and will either (i) provide information evidencing that no lack of Actual Availability occurred or (ii) at no additional charge to you, promptly take such action as may be required to restore Actual Availability.
“Actually Available” or “Actual Availability” means, with respect to the Services, any period when the Services (a) are logically available and (b) can be accessed and utilized by Customer, other than Scheduled Downtime and Third Party Downtime.
“Scheduled Downtime” means Company’s scheduled downtime for maintenance of the Services which is regularly scheduled.
“Third-Party Downtime” means any scheduled, or unscheduled downtime of Company’s third-party vendors that support the Services.