Common use of Service Level Definitions Clause in Contracts

Service Level Definitions. (a) Severity 1: Produces a high priority situation in which those components of the Software that are available to the general public via the Service are inoperable or fail catastrophically RESPONSE: i) The customer shall notify Artefactual via email (▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇▇.▇▇▇) or phone (▇-▇▇▇-▇▇▇-▇▇▇▇) of the Severity 1 problem. ii) Artefactual will provide a response by a qualified member of its personnel to begin to diagnose and to correct a Severity 1 problem as soon as reasonably possible during regular business hours 09:00 to 17:00 Pacific Time (UTC8 standard time; UTC7 daylight savings time), Monday to Friday and excluding statutory Canadian holidays. iii) Artefactual will respond via email to the addresses listed by the Customer on the “AtoM Hosting Information” form, section 4, within one (1) hour if the issue is reported during regular business hours (see above), or the next business day if reported outside business hours, to provide a status update on the resolution process. iv) The resolution to the Severity 1 problem will be delivered as a resumption of the Service. v) Artefactual will email the addresses listed by the Customer on the “AtoM Hosting Information” form, section 4, to notify them when the Service is operational again and to identify any related Severity 2 or Severity 3 issues that were part of the original problem or which were introduced as a workaround or emergency fix to remedy the Severity 1 issue. vi) Artefactual may, if required, revert to a previous backup of the Customer data to resolve a Severity 1 issue that results from incorrect or corrupt data. In no case shall Artefactual be held responsible for data loss that may occur when reverting to a previous data backup when it is necessary to resolve a Severity 1 issue. (b) Severity 2: Produces a high priority situation in which the performance (throughput or response) of the Software degrades substantially under reasonable loads, such that there is a severe impact on use; the Software is usable, but materially incomplete; one or more functions or commands is inoperable; or the use is otherwise significantly impacted. RESPONSE: i) The Customer shall notify Artefactual via email (▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇▇.▇▇▇) of the Severity 2 problem; ii) Artefactual will provide a response by a qualified member of its personnel to begin to diagnose and to correct a Severity 2 problem as soon as reasonably possible during regular business hours 09:00 to 17:00 Pacific Time (UTC8 standard time; UTC7 daylight savings time), Monday to Friday and excluding statutory Canadian holidays. iii) Artefactual will respond via email to the addresses listed by the Customer on the “AtoM Hosting Information” form, section 4, within four (4) hours if the issue is reported during regular business hours (see above), or the next business day if reported outside business hours, to provide a status update on the status of the resolution process. iv) Artefactual will exercise best efforts to resolve Severity 2 problems within five (5) business days. v) The resolution to the Severity 2 problem will be delivered to the Client as a workaround, or as a software code patch to the Software, or as a configuration change to the web server hosting the Software. Those issues which are applicable to users of the Covered Software other than the Client will be filed in the public issue tracking system and the fixes applied to the next release of the software. vi) Artefactual will email the addresses listed by the Customer on the “Hosting Information” form, section 4, to notify them when work to rectify the Severity 2 issue has been completed, and to detail any Severity 3 issues that were part of the original problem or which were introduced as a workaround or emergency fix to remedy the Severity 2 issue. (c) Severity 3: Produces an inconvenient situation in which the Covered Software is usable, but does not provide a function in the most convenient or expeditious manner. RESPONSE: i) Artefactual will exercise best efforts to resolve Severity 3 problems in the next public release of the Software. ii) Artefactual may, at its discretion, apply a software patch to the Software to resolve a Severity 3 issues prior to the next public software release. iii) A “hosting support ticket” may be used by the Customer to request a fix for a Severity 3 issue before the next software release. Please see Section 7: Hosting support tickets for more details and conditions regarding redeeming a “hosting support ticket”.