This NetSpring Customer Support Service Level Agreement (“Customer SLA”) details the Support Levels available to NetSpring’s software-as-a-service customers, as identified in the applicable Order. This Customer SLA supplements the NetSpring Terms of Service (or other written agreement covering the same subject matter executed by NetSpring) for the Service purchased by Customer (the “Agreement”). Capitalized terms not explicitly defined in this Customer SLA shall have the meaning as in the Agreement. In addition, NetSpring reserves the right to update this Customer SLA from time to time, as indicated by the “Last Updated” date below.
1. Maintenance and Support
a. Support Offering: During the Subscription Term, NetSpring will make available to the Customer as part of the Service all generally available updates and bug fixes to the Service. For general technical information, technical advice, and technical consultation regarding Customers’ use of the Service, Customers can reach NetSpring at [email protected]. In addition, NetSpring will respond to support issues from 9 am to 5 pm PT, Monday through Friday, excluding NetSpring observed holidays (“Support Hours”) following this Customer SLA.
| Success Plan Offering | STANDARD | PREMIUM |
|---|---|---|
| NetSpring Support Portal and Knowledge Base Access | Yes | Yes |
| Technical Support: NetSpring Customer Success Engineering team is available to answer questions and help customers through technical issues. | Yes | Yes |
| Maximum Number of Monthly Support Issues | Unlimited | Unlimited |
| NetSpring Slack Community and Private Channel: Access to the NetSpring slack Community and ability to directly connect with NetSpring Success & Customer Success Manager | No | Yes |
b. Hours of Operation: Customer may submit support requests twenty-four (24) hours a day, seven (7) days per week.
c. Customer Support Portal: NetSpring shall provide the Support Services through its online Customer Support Portal (“Support Portal”), designed to enable submission of support requests at times applicable to the Subscription Tier purchased by the Customer. Support Services will be provided in English. The Support Portal will provide email and web form support. For Priority Level 1 and Priority Level 2 issues, the Customer shall report the Issue to NetSpring via the Support Portal initially. In contrast, Priority Level 3 and Priority Level 4 Issues may be filed originally via email. All telephone/Slack/Zoom support discussions, if necessary, will be scheduled in advance at a time mutually agreed by the parties and for durations and at a frequency that is commercially reasonable for NetSpring. Telephone discussions will only be scheduled for Issues previously documented within the Support Portal.
d. Customer Responsibilities: In addition to other responsibilities contained in the Agreement, the Customer will be responsible for the maintenance, management, and accuracy of its customer account data, as well as all software, hardware, and services it uses to access the Service (other than NetSpring Software).
e. Exclusions: NetSpring will have no liability for any failure to meet the Service Levels in this Customer SLA arising or resulting from:
a. factors outside of NetSpring’s reasonable control, including any force majeure event, Customer’s Internet access, or other problems beyond the scope of the Service;
b. use of the Service by Customer other than as authorized under the Terms of Service or Documentation;
c. any actions or inactions of Customer or any third party not under NetSpring’s direct control;
d. misuse, unauthorized modification, or Customer or third party equipment, software, services, or technology not within NetSpring’s direct control;
e. evaluation or Trial use of the Service;
f. NetSpring’s pre-release or beta functionality not intended for production use; or
g. NetSpring’s suspension or termination of Customer’s right to use the Service following the Terms of Service;
h. The Customer has not paid the Support Services fees when due, or the Customer has already submitted the Maximum Monthly Issues in the then current calendar month.
2. SLA and Classification of Problems
a. Priority Definitions & Initial Response Times: When a Customer Representative reports an issue to NetSpring technical support via the Support Portal, NetSpring shall reasonably determine the priority level of the Issue based on the business impact reported by the Customer and will address the problem following such classification during the Support Hours, according to the table below:
| Priority Code | Priority Description | Standard | Premium |
|---|---|---|---|
| P1 | Mission Critical. A Priority One Issue means the Core/essential services are down, causing a critical impact to business operations; no workaround is available. | NetSpring will provide a status update by email within 4 hours of receiving notification from Customer of the P1. | NetSpring will provide a status update by email within 2 hours of receiving notification from Customer of the P1. |
| P2 | High. A Priority Two Issue means (a) the production system is functioning with limited capabilities, (b) the production system is unstable with periodic interruptions. | NetSpring will provide a status update by email within 8 hours of receiving notification from Customer of the P2 Issue. | NetSpring will provide a status update by email within 4 hours of receiving notification from Customer of the P2 Issue. |
| P3 | Medium. A Priority Three Issue means there (a) is a significantly slower response or delays in accessing the NetSpring app (b) core/essential service performance is impaired but still materially functional. | NetSpring will provide a status update by email, within 2 Business Days of receiving notification from Customer of the P3 Issue. | NetSpring will provide Status update by email, within 1 Business Days of receiving notification from the Customer of the P3 Issue. |
| P4 | Low. A Priority Four Issue means there (a) is a need to clarify procedures or information in documentation, (b) there is a request for a product enhancement or new feature, (c) cosmetic or non functional issues; or (d) Issues in Documentation, (e) No material Customer impact; non-substantive service or user interface issues; core/essential services are unaffected. | NetSpring will use commercially reasonable efforts to provide a status update by email within 3 Business days hours of receiving notification from Customer of the P4 Issue. | NetSpring will use commercially reasonable efforts to provide a status update by email within 2 Business days of receiving notification from the Customer of the P4 Issue. |
Note: Issues with Third-Party Software will be classified as Priority Three or Priority Four Errors only.
b. Response Definition: A “Response” is an initial reply to the reported Issue. A Response may be in the form of an automated acknowledgment of receipt and may not constitute a resolution. The Response times set forth herein shall be measured by the elapsed time between the receipt by NetSpring via the Support Portal of a reported Issue and the time when NetSpring begins to address such Issue, including by providing a verbal or written confirmation to the Customer thereof. If such full resolution occurs, the actual time required to fully resolve the Issue may be longer than the Response time set forth herein. The Customer understands and agrees that resolution of an Issue is not guaranteed and may not occur.
c. NetSpring Actions and Customer Responsibilities: After the Customer informs NetSpring of a new Issue, NetSpring will take the following actions provided the Customer has satisfied the following corresponding responsibilities:
| Priority | NetSpring Actions | Customer Responsibilities |
|---|---|---|
| P1 | NetSpring will: (a) assign specialists to correct the Issue; (b) provide ongoing communication on the status of an Update or Issue resolution, and (c) simultaneously begin work to provide a temporary workaround or fix. | All responsibilities in Section 2(d) below |
| P2 | NetSpring will: (a) assign specialists to correct the Issue; (b) provide ongoing communication on the status of an Update or Issue resolution, and (c) simultaneously begin work to provide a temporary workaround or fix. | All responsibilities in Section 2(d) below |
| P3 | NetSpring will use resources available during local Business Hours until the Issue is resolved, or a workaround is in place. For Issues in Third-Party Software, NetSpring will use reasonable efforts to liaise with the applicable project steward. | All responsibilities in Section 2(d) below |
| P4 | NetSpring will triage the request, provide clarification where possible, and may include a resolution in a future release. | Customers will be expected to provide information on use cases and requirements for feature requests. |
d. Customer Responsibilities: NetSpring’s obligation to provide Support Services is conditioned upon the Customer satisfying the following responsibilities:
(i) Customer has made reasonable efforts to resolve the Issue before reporting the Issue to NetSpring, including having the Issue reviewed by the Customer Representative;
(ii) Customer has provided NetSpring with sufficient information, including any reproducible test cases requested by NetSpring;
(iv) Customer has procured, installed, and properly maintained all equipment, telephone lines, communication interfaces, and other hardware necessary to operate the Supported Software;
(v) Customer has designated personnel resources to provide necessary diagnostic information until an Update Release is made available;
(vi) Customer agrees to receive communications via e-mail, telephone, and other formats, regarding the support services (such as communications concerning support coverage, Issues or other technical issues, and the availability of new releases of the Software and training options).