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. "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. 

5. "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. The Web Services shall have the following Availability:

             2. The Availability percentage (%) shall be calculated as follows: 

                 Availability = (Uptime - Downtime) over Uptime x 100%

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 Chat and Phone Support is available between Monday-Friday 0900 Pacific Time and 1700 Pacific Time Weekdays, except for United States federal and California state holidays.  Knowledge base support is available 24 hours a day, 365 days per year.  The Big Rig customer support team for enterprise-related support inquiries is accessible via email at https://www.getindio.com/support-learning/submit-a-ticket/. 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.