Preventance Use terms and conditions.

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SERVICE LEVEL AGREEMENT

1. Scheduled Maintenance. APT shall use commercially reasonable efforts to notify Customer of any routine maintenance at least 24 hours prior to taking the Preventance Platform offline for routine scheduled maintenance and shall use commercially reasonable efforts to perform such maintenance at off-peak hours.

2. Response Time. APT shall use commercially reasonably efforts to respond to requests from Customer regarding errors in the Preventance Platform made between 9am and 5pm MST within the following timeframes following confirmed receipt by APT of an error support request from Customer, and shall use commercially reasonable efforts to provide a workaround and/or permanent fix with a level of effort commensurate with the Severity Level of the error:

Severity Level

Criteria

Response Time

Severity 1 - Critical

Unplanned interruption rendering the Services unavailable; no work-around

48 Hour Acknowledgement, update when resolved

Severity 2 - High

Unplanned interruption rendering the Services unavailable; work-around available

72 Hour Acknowledgement, update when resolved

Severity 3 - Medium

Services are available but degraded or unavailable for a single User or small percentage of users affected

96 Hour Acknowledgement, update when resolved

Severity 4 - Low

Feature requests and Intermittent problems

1 week Acknowledgement.  Updates as needed.

Customer shall first attempt to confirm the source of the problem as an error with the Preventance Platform that is not attributable to software or services not provided by APT.  Customer agrees to make available all reasonably necessary technical information and personnel (including as they relate to any relevant third party technology/services) requested by APT in connection with error resolution.

3. Escalation. For the purposes of this SLA, the following contact information should be used to establish communications between the parties for technical issues related to scheduled maintenance, availability and other issues covered by this SLA.

Name

Email Address

Dedicated Account Manager

TBD

APT Support

Support@assetperformanceinc.com

Preventance Help Desk

Submit support request via Preventance Feedback link