Service Level Agreements (SLA)
Our uptime commitment, service credits, support, and response and resolution times.
Questions about this document
support@packagex.ioPackageX, Inc. · 500 7th Avenue, 8th Floor, New York, NY 10018
Service Levels
Company shall provide the following service levels with respect to the access and use of its Services or as otherwise contemplated in any applicable Order:
(a) Recovery Point Objective: The Recovery Point Objective ("RPO") describes the maximum about of data measured in time after a recovery from a disaster or failure event. Company's service levels include an RPO of up to 60 minutes for all applicable Subscription Services.
(b) Recovery Time Objective: The Recovery Time Objective ("RTO") is the duration of elapsed time to restore the Subscription Services calculated from the onset of a disaster or failure. Company's disaster recovery server will be operational within an RTO of 10 hours for all applicable Subscription Services
(c) Uptime SLA: The Company will provide access to the Subscription Services on a twenty-four hour, seven days a week (24x7) basis, but at a minimum, the Services shall be available to Licensee at a rate of ninety-nine and 9/10ths percent (99.9%) per month ("Uptime SLA"). For purposes of calculating the applicable availability (or uptime) percentage, the parties shall not include in any such availability calculations the periods during which the Subscription Services are not available to Licensee due solely to any or all of the following causes not under or subject to Company's reasonable control: (a) overall Internet congestion, slowdown or unavailability, (b) unavailability of generic Internet services (e.g., DNS Servers) due to virus or hacker attacks, (c) resulting from Licensee's equipment, or third party computer hardware, applications, cloud services or network infrastructure not within the control of Company (d) unavailability of or non-responsiveness of Licensee developed application for any reason into which the Company's APIs or ML Models have been integrated; and (d) resulting from scheduled system maintenance, which system maintenance shall be scheduled for times of off peak usage and shall not exceed four (4) hours per month in the aggregate.
(d) for each month that the Subscription Services do not meet the 99.9% Uptime SLA, the Licensee shall be entitled to a Service Credit, equal to a pro-rata amount of all License Fee(s) only payable by Licensee applicable to such month of Service (whether charged upfront annually, monthly or in arrears), calculated as follows:
([all License Fee(s) applicable to such month] / 30) X [Service Credit Variable] = Service Credit
and as outlined below:
| Monthly Uptime SLA | Service Credit Variable |
|---|---|
| 99% - 99.9% | 2 (day) |
| 98% - 98.99% | 4 (days) |
| 97% - 97.99% | 6 (days) |
| 95% - 96.99% | 8 (days) |
| 90.1 – 94.99% | 10 (days) |
Company shall only apply and Service Credits as an invoice credit to any current due or future invoice issued under this Agreement. There shall be no refunds.
Customer Support Service Levels
PackageX (Company) provides standard Licensee Support Services as follows or as otherwise contemplated in any applicable Order:
1. Definitions
(a) "Error" means any failure of the License to operate in material respects in accordance with the publicly documented specifications or documentation of the Software to the extent the Company makes such resources available to its other licensees.
(b) "First Line Support" means the identification, diagnosis, and correction of Errors by the provisions of the following Support Services by help desk technicians sufficiently qualified and experienced to identify and Resolve Licensee's Support Requests reporting these Errors by messaging, email, and/or web form.
(c) "Service Levels" means the defined Error severity levels and corresponding required service level responses, response times, Resolutions, and Resolution times referred to in the Service Level Table.
(d) "Support Hours" means 8 hours a day, 5 days a week Mon-Fri 9 am to 5pm EDT/EST with 24/7 monitoring and triage of Support Requests.
(e) "Support Services" means Company's support of the then-current version and release of the its Applications.
2. Support Services
The company shall perform all First-Line Support and other Support Services during the Support Hours throughout the Support Period in accordance with the terms and conditions of this Agreement, including the Service Levels.
a. Support Service Responsibilities. Company shall:
i. respond to and Resolve all Support Requests in accordance with the Service Levels;
ii. provide First Line Support to Licensee during all Support Hours;
iii. provide Licensee with online access to technical support bulletins and other user support information and forums, only to the extent the Company makes such resources available to its other licensees; and
iv. provide to Licensee all such other services as may be necessary or useful to correct an Error or otherwise fulfill the Service Level requirements, including defect repair, programming corrections, and remedial programming.
b. Service Levels. Response and Resolution times will be measured from the time Company receives a Support Request until the respective times Company has (a) responded to that Support Request, in the case of response time and (b) Resolved that Support Request, in the case of Resolution time. "Resolve," "Resolved," "Resolution," and correlative capitalized terms mean, with respect to any particular Support Request, that Company has corrected the Error that prompted that Support Request and that Licensee has confirmed such correction and its acceptance of it in writing. Company shall respond to and Resolve all Support Requests within the following times based on Licensee's designation of the severity of the associated Error, subject to the parties' written agreement to revise such designation after Company's investigation of the reported Error and consultation with Licensee:
| Severity Level | Definition | Required Service Level Response and Response Time | Required Service Level Resolution Time |
|---|---|---|---|
| P0 | Business Critical Failures: A publicly documented feature of the Software which is presenting Error that: (a) disables or materially impairs (i) any major function of the Software or (ii) Licensee's provision of any major function of its products that utilize the Company's Software. | First Response: The company shall acknowledge receipt of a Support Request within 60 minutes. Second Response: Company shall work on the problem continuously and provide: (a) an emergency fix or workaround on a priority basis to restore the Software to a state that allows the Licensee to continue to use all functions in all material respects and (b) exercise best efforts to Resolve the Error until full restoration of function is provided. | Company shall Resolve the Support Request as soon as practicable after the Company's receipt of the Support Request. If the Company Resolves the Support Request by way of a work-around the severity level assessment will be reduced. |
| P1 | Defects: (a) an Error, other than a P0 Error, that affects operations of the Licensee's business, such as: 1. Login issues 2. Temp Passcode 3. CSV issues 4. Web dashboard issue 5. Package miss match/blur/duplicate 6. Date security concerns | First Response: Company shall acknowledge receipt of a Support Request within 90 minutes. Second Response: Company shall, as soon as practicable, provide: (a) a fix or work-around that allows the Licensee to continue to use all functions of the Software in all material respects. or (b) temporary release or update release that allows the Licensee to continue to use all functions of the Software in all material respects. | Company shall Resolve the Support Request as soon as practicable after Company's receipt of the Support Request. |
| P2 | Minor Error: An isolated or minor Error in the Software that meets each of the following requirements: (a) does not significantly affect Software functionality; (b) can or does impair or disable only certain non-essential Software functions; (c) does not materially affect Licensee's use of the Software such as: 1. Data sync issues 2. Notification issues 3. Package deletion issues 4. App issues (other then login, CSV & temp passcode) | Level 1 Response: Company shall acknowledge receipt of the Support Request within 24 hours. | Company shall Resolve the Support Request as soon as practicable after the Company's receipt of the Support Request. |
| P3 | Planned Maintenance Includes all upgrades, database changes, and planned outages. Maintenance is performed during non-business hours e.g., Saturday from 1-3AM ET. Informational Matters 1. General questions/clarifications 2. Informational requests such as: such as: 1. General questions 2. Existing flows understanding 3. Package information issues 4. Feature enable request (CTAs, text messages, WhatsApp etc). 5. Internal stakeholders app login/access requests | Customers will be notified at least 5 days in advance of planned maintenance. Company shall acknowledge receipt of a Support Request within 24 hours | Customers will be notified following the end of planned maintenance. Company shall Resolve the Support Request as soon as practicable after the Company's receipt of the Support Request. |
| P4 | New feature/enhancement requests | Company shall acknowledge receipt of a Support Request within 48 hours | Subject to Developer approval and/or as per the Company's product Road Map or execution of a Professional services agreement for feature building. |
c. Escalation to Parties' Managers. If Company does not respond to a Support Request within the relevant Service Level response time, Licensee may escalate the Support Request to the parties' respective Customer Success Manager.
d. Time Extensions. On a case-by-case basis, the Licensee may agree in writing to a reasonable extension of the Service Level response or Resolution times.
e. Company Updates. Company shall give Licensee regular electronic or other written reports and updates of:
i. the nature and status of its efforts to correct any Error, including a description of the Error and the estimated time of Company's response and Resolution;
f. Time of the Essence. Company acknowledges and agrees that time is of the essence with respect to its performance under this Schedule and that Company's prompt and timely performance hereunder, including its performance of the Service Levels, is strictly required.
3. Support Requests
Licensee may request Support Services by way of a Support Request. Licensee shall classify its requests for Error corrections in accordance with the severity level numbers and definitions of the Service Level Table set forth above (each a "Support Request"). Licensee shall include in each Support Request a description of the reported Error and the time Licensee first observed the Error.
4. Support Request submission: PackageX accepts support requests via web-form-based submittals at https://help.packagex.io/en/knowledge/kb-tickets/new or via email at support@packagex.io