Service Level Agreement

Standard Service Levels

1.0 Definitions

  • Availability and uptime: the number of time services are running and accessible to the customer.
  • Uptime is generally tracked and reported on a per calendar month.  
  • Downtime: it is the total accumulated time the service is unavailable.

2.0 SLA

Service Commitment
SPLICE Software Inc. will use commercially reasonable efforts to make Service available with an uptime percentage of at least 99%. 

Policy Conditions:

  • Including the clause below if the organization provides Service Credits to its customers.
  • In the event that the Service Commitment is not met, the customer shall be eligible to receive a Service Credit.
  • Including the response mode and timing to consumers' requests required by relevant laws.

3.0 Customer Support 

SPLICE Software Inc. knows that providing the best possible support to our customers is critical to making our customers successful. 

3.1 Contact Information

3.2 Service Scope

The following services are covered:

  • Manned telephone support
  • Monitored email support
  • Remote assistance where available
  • Planned or emergency onsite assistance
  • Regular system health checks where applicable

4.0 Service Management

Effective support of in-scope services is a result of maintaining consistent service levels. 

5.0 Customer Support Availability

  • Email support
    • Enterprise Edition: Support from 9:00am ET – 8:00pm ET (M-F)
  • Telephone support
    • Enterprise Edition: Support from 9:00am ET – 8:00pm ET (M-F) 

6.0 Service Requests

SPLICE Software Inc. would provide ongoing support to customers using the approved service support channel and knowledge base resources. 

In support of services outlined in the Agreement, the Service Provider will respond to service-related incidents and/or requests submitted by the Customer within the following timeframes:

  • 0-8 hours (during business hours) for issues classified as HIGH priority.
  • Within 48 hours for issues classified as MEDIUM priority.
  • Within 5 working days for issues classified as LOW priority.
  • Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request. 

7.0 Customer Requirements

  • Payment of all support costs at the agreed interval.
  • Reasonable availability of customer representative(s) when resolving a service-related incident or request.