Hosting & Indio App: Service Levels & Support (SLA)

1. DEFINITIONS 

1. "Authorized System Downtime" is defined as any time during which the Web Services (or any portion thereof) are not provided to, not delivered to, unavailable or unusable for the purposes of conducting scheduled preventative maintenance or scheduled implementation of an upgrade or update.

2. "Availability" means that the relevant Web Services are operating in accordance with their specifications.  Availability is measured as a percentage.  Availability shall be calculated using the formula specified with respect to the applicable Service Level.

3. "Downtime" is the total number of minutes that any Web Services are not provided to, not delivered to, unavailable or unusable to you (other than Authorized System Downtime for such month). 

4. "Monthly Availability Percentage" or "MAP" means the total minutes in the month ("T") minus the Downtime in a month ("D") divided by total minutes in a month expressed as a percentage, i.e.: (T-D)/T

5. "Service Levels" means the required Availability, response times or other performance associated with the Web Services as agreed in this Service Level and Support Addendum.  The Service Levels are the minimum service levels needed to fulfill the terms of the Agreement. 

6. "Uptime" is the total number of minutes during such a calendar month minus the Authorized System Downtime during such month.

2. SERVICE LEVELS

1. The Service Levels delivered will be measured and compared against the standards shown in this Schedule.
2. Notwithstanding your other rights, if Big Rig fails to meet any Service Level, then Big Rig shall:

• promptly perform a root-cause analysis to identify the cause of such failure; 
• promptly correct such failure and to begin meeting the Service Levels; 
• provide you with a report detailing the cause of, and procedure for correcting, such failure; and
• provide you with reasonable evidence that such failure, if within the scope of the services will not reoccur.
  
  

3. AVAILABILITY

1. We use Amazon Web Services, Cloudways and Digital Ocean as our third-party hosting provider.  These providers commit to use commercially reasonable efforts to make the Web Services available to you with a MAP of at least 99.95%.  Our Availability Commitment is contingent on those third-party hosting providers’ MAP fulfillments.  Further, there are many interacting variable factors in technology and we are only offering Uptime for our Web Services – for example, CRM, payment gateways, third party integrations and the like are beyond our control and are not included in our Uptime commitments.
2. Subject to Section 3.1 above, the Web Services shall have the following Availability:

3. For any month in which the MAP falls below the monthly Availability Commitment, you may request and Big Rig will provide a credit calculated as follows: 

(monthly Availability Commitment minus MAP) multiplied by ($ monthly fee).  Credit requests must be made within thirty (30) days after the month in which the MAP fell below the monthly Availability Commitment.  Upon request, Big Rig will supply you with a report specifying MAP for the applicable month.

4. SUPPORT LEVELS

1. Big Rig will provide you with support via e-mail and in-app chat resources, to assist you in using the Web Services, identifying, reproducing, and verifying problems with the Web Services, and to provide you with workarounds or other available solutions.
2. Support requests are auto logged in the Support Chat System (SCS) thus creating a logged request, which will have contact information and time logged.
3. Big Rig’s chat-bot will confirm receipt of a support request and auto-reply with an expected response ETA from a support agent. 
4. Big Rig’s support agent will respond within the required timeframe outlined below in Section 5 (“Response”).
5. With respect to an Issue Severity of Severity 2 or above, Big Rig shall include your Client Account Manager (CAM) department in all Responses and include the CAM department in the management and resolution of the issue.
   
   

5. RESPONSE SERVICE LEVELS

Live human support is available Monday through Friday from 9:00 AM to 5:00 PM California time.  Please call Big Rig at (866) 524-4744.  Live chat and ticket support is available 365 days per year outside of the live support hours.  Please submit a ticket for enterprise-related support inquiries to the Big Rig customer support team at https://www.getindio.com/support-learning/submit-a-ticket/, or by sending an email to help@getindio.com. The target response time for the different Support Levels are:

*Elapsed time from when the incident was escalated to Big Rig’s live support agents, during scheduled live chat support hours to a response is received.

Please note that ordinary course requests for support, such as simple text updates or image updates, are not considered emergencies and will be processed during normal business hours and on a prompt -- but not an emergency -- basis.