Service Level Agreement for Technical Support

(“Tech Support SLA”)

Updated April 1, 2020

The terms and conditions of this Tech Support SLA can be found in Client’s Design and Consulting Master Services Agreement (“Agreement“).

Priority 1: Emergency

An issue will cause a critical impact to Client’s business operations if it is not resolved quickly. No workaround is available.

• The Website is not functioning for a majority of the user base.
• The security of the Website has been compromised.

Submit the issue by phone call only.

Priority 2: Urgent

An issue is impacting aspects of Client’s business operations, but most business operations are not affected. A workaround may or may not be available.

• The Website has a “bug” that is causing degraded functionality.
• A security threat has been identified that may cause an “Emergency” if not patched in a timely manner.

Submit the issue by phone call only.

Priority 3: Nonurgent

Client’s business operations are not affected. A workaround is available.

• The Website has a “bug” that is causing degraded performance.
• A potential security threat has been identified.
• Client requests CMS training.

Submit the issue by ticketing system only.