Saphe Support Services
This support service addendum (the “Support Service Addendum”) is expressly incorporated by reference into the Saphe Terms of Service between Saphe and Purchaser (the “ToS”). The Support Service Addendum governs the levels of any Support Services (as defined below) provided to Purchaser by Saphe under the ToS. The purpose of this Addendum is to ensure high quality and timely delivery of technology services to Purchaser. Capitalized terms used in this Support Service Addendum and not otherwise defined herein have the meaning as defined in the ToS. In the event of any conflict between this Support Service Addendum and the ToS, the terms of the ToS shall govern and control. The acceptance by Purchaser of any Support Services from Saphe is deemed acceptance of this Support Service Addendum.
Saphe will determine at its reasonable discretion in each case, whether an incident qualifies as an Unsupported Incident in accordance with subsections 2a) through c) above. Upon request, and subject to approval in Saphe’s discretion, Saphe may deliver paid support services to Purchaser with respect to such Unsupported Incidents at Saphe’s then-current rates. Upon receipt of a support request for an Unsupported Incident, Saphe will respond to the request as soon as reasonably practicable under the circumstances.
Critical (Priority/Severity 1) Issue
Platform is severely impacted or completely down
Major (Priority/Severity 2) Issue
Platform is unstable with periodic interruptions or impacts a very limited number of users or pieces of content
Platform performs with errors causing partial, non-critical functionality loss (impairs some operations but allows the Platform to continue to function)
Saphe commits to providing best efforts to achieve the following Service Levels, provided that Saphe makes no such commitment in case the Service is deployed as an on-premise offering:
Last Updated: January 2021