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 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.
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.
Dedicated Account Manager
Preventance Help Desk
Submit support request via Preventance Feedback link