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CertificationThis HyperSense Service Level Agreement (“SLA”) describes the support provided by HyperSense AI to its Customers of the Service.
1. DEFINITIONS
“Business Day” means Monday through Friday (Customer Local Time), excluding holidays observed by HyperSense AI.
“Business Hours” means 9:00 a.m. to 5:00 p.m. (Customer Local Time) on Business Days.
“Customer” any individual or legal entity that has purchased the Services hereunder by way of a Subscription Form.
Other definitions of the Terms of Services shall apply to this SLA.
2. TERM
The SLA shall cover any technical and support service for the term of such service as specified on the applicable Subscription Form of HyperSense AI (“Service”). The term of SLA may be extended if the subscription or term of the Service is also extended.
3. TECHNICAL SUPPORT CONTACT INFORMATION
User/Subscriber(s) may contact HyperSense AI technical support at support.hypersense@subex.com to request information regarding the use, configuration or operation of the HyperSense AI or Services.
4. SUPPORT SERVICES OBLIGATIONS
Subex will use commercially reasonable efforts, commensurate with the severity of the error, to correct any malfunction, defect or non-conformity (“Error”) in the operation of the HyperSense AI or Services so that it will substantially perform in accordance with HyperSense AI documentation. Customer shall conduct reasonable and adequate research with respect to any claimed Error or related issue prior to contacting HyperSense AI for assistance. Subex will respond promptly to all reasonable HyperSense AI requests for information, documentation, technical assistance and other assistance regarding any such Error. Each reported Error will be logged and tracked by Subex, assigned a tracking identifier which can be used by Customer to refer to the reported Error, and will remain open until the issue is resolved. Assignment of severity level will be determined by Subex at its reasonable discretion.
HyperSense AI shall use commercially reasonable efforts to deliver a solution or an action plan to correct any reported Error as follows:
| CASE PRIORITY | SUBEX RESPONSIBILITIES | CUSTOMER RESPONSIBILITIES | DEFINITION | |
| HyperSense AI Technical Support | Level 1 | FOR TRIAL SUBSCRIPTION:
Support contact person available Monday through Friday, during Business Hours will respond over email and provide necessary diagnostic information.
FOR PAID SUBSCRIPTION: Support contact available Monday through Friday, during Business Hours will support until a resolution or workaround is in place. |
FOR TRIAL SUBSCRIPTION:
Customer will provide all required information over the email.
FOR PAID SUBSCRIPTION: Customer will provide all required information over the email or over the online meeting |
A condition in which all or a critical portion of the HyperSense AI or Services is not operating. |
| Level 2 | FOR TRIAL SUBSCRIPTION
Support contact person available Monday through Friday, during Business Hours, will respond over email and provide necessary diagnostic information.
FOR PAID SUBSCRIPTION: Support contact available Monday through Friday, during Business Hours until a resolution or workaround is in place.
|
FOR TRIAL SUBSCRIPTION:
Customer will provide all required information over the email.
FOR PAID SUBSCRIPTION: Customer will provide all required information over the email or over the online meeting
|
A condition in which the HyperSense AI or Services is disrupted, but
there is some capacity to operate. |
|
| Level 3 | FOR TRIAL SUBSCRIPTION
Support contact person available Monday through Friday, during Business Hours will respond over email and provide necessary diagnostic information.
FOR PAID SUBSCRIPTION: Dedicated resources available Monday through Friday, during Business Hours until a resolution or workaround is in place.
|
FOR TRIAL SUBSCRIPTION:
Customer will provide all required information over the email.
FOR PAID SUBSCRIPTION: Customer will provide all required information over the email or over the online meeting
|
A condition whereby Customer has experienced a partial, non-critical loss of functionality. | |
| Level 4 | Solid understanding of the Customer request
documented in our systems for review by Product Management |
Use cases for the feature request and specifics on requested
functionality |
A condition whereby functionality of the HyperSense AI or Services is not affected, but a change is desired solely for
aesthetic, “look and feel,” or similar reasons. |
| CASE PRIORITY | INITIAL RESPONSE TARGET TRIAL SUBSCRIPTION | UPDATE FREQUENCY TARGET PAID SUBSCRIPTION |
| Level 1 | Within 8 Business Hours | Updated every Business Day |
| Level 2 | Within 8 Business Hours | Updated every Business Day |
| Level 3 | Within 8 Business Hours | Updated every 2 Business Days |
| Level 4 | Within 2 Business Days | N/A, feature request |
| CASE PRIORITY | SUBEX RESPONSIBILITIES | CUSTOMER RESPONSIBILITIES | DEFINITION | |
| Customer Support | Level 1 | FOR TRIAL SUBSCRIPTION
Support contact person available Monday through Friday, during Business Hours will respond over email and provide necessary information along with fresh credentials.
FOR PAID SUBSCRIPTION: Support contact person available Monday through Friday, during Business Hours will respond over email and provide necessary information along with fresh credentials. |
FOR TRIAL SUBSCRIPTION:
Customer is expected to check email spam folder and write to support with necessary information such as email id, name and other information.
FOR PAID SUBSCRIPTION: Customer is expected to check email spam folder and write to support with necessary information such as email id, name and other information. |
A condition where Customer has signed-up but did receive credentials via email |
| Level 2 | FOR TRIAL SUBSCRIPTION
Support contact person available Monday through Friday, during Business Hours will respond over email and provide necessary information as available in online help.
FOR PAID SUBSCRIPTION: Support contact person available Monday through Friday, during Business Hours will respond over email and provide necessary information as available in online help. |
FOR TRIAL SUBSCRIPTION:
Customer is expected to test the credentials as described in the welcome email and when failed write to support with necessary information.
FOR PAID SUBSCRIPTION: Customer is expected to test the credentials as described in the welcome email and when failed write to support with necessary information. |
A condition where Customer received the credentials but unable to login | |
| Level 3 | FOR TRIAL SUBSCRIPTION
Support contact person available Monday through Friday, during Business Hours will respond over email and provide necessary information as available in online help.
FOR PAID SUBSCRIPTION: Support contact person available Monday through Friday, during Business Hours will respond over email and provide necessary information as available in online help. |
FOR TRIAL SUBSCRIPTION:
Customer is expected to visit online help to get clarity and when unclear will provide all required information over the email.
FOR PAID SUBSCRIPTION: Customer will provide all required information over the email or over the online meeting |
A condition where Customer is unclear about ‘how to use existing feature or functionality’. | |
| Level 4 | FOR TRIAL SUBSCRIPTION
Support contact person available Monday through Friday, during Business Hours will respond over email and provide necessary information as available in online help.
FOR PAID SUBSCRIPTION: Support contact person available Monday through Friday, during Business Hours will respond over email and provide necessary information as available in online help. |
FOR TRIAL SUBSCRIPTION:
Customer is expected to visit online help to get clarity and when unclear will provide all required information over the email.
FOR PAID SUBSCRIPTION: Customer will provide all required information over the email or over the online meeting |
A condition where Customer build pipeline but unable to perform specific operation or use operator in a desired way. | |
| Level 5 | FOR TRIAL SUBSCRIPTION
Support contact person available Monday through Friday, during Business Hours will respond over email and provide necessary information as per the use case built.
FOR PAID SUBSCRIPTION: Support contact person available Monday through Friday, during Business Hours will respond over email and provide necessary information as per the use case built.
Solid understanding of the Customer request documented in our systems for review by Product Management |
FOR TRIAL SUBSCRIPTION:
Customer is expected to visit online help to get clarity and when unclear will provide all required information over the email.
FOR PAID SUBSCRIPTION: Customer will provide all required information over the email or over the online meeting.
Use cases for the feature request and specifics on requested functionality |
A condition where Customer build pipeline but unable to perform specific operation or use operator in a desired way |
| CASE PRIORITY | INITIAL RESPONSE TARGET TRIAL SUBSCRIPTION | UPDATE FREQUENCY TARGET PAID SUBSCRIPTION | |
| Customer Support | Level 1 | Within 8 Business Hours | Updated every Business Day until access is confirmed |
| Level 2 | Within 8 Business Hours | Updated every Business Day until access is confirmed | |
| Level 3 | Within 8 Business Hours | Updated with survey feedback | |
| Level 4 | Within 8 Business Hours | Updated with survey feedback | |
| Level 5 | Within 16 Business Days | Updated with survey feedback |
For a Level 1 failure, Subex and the Customer agree to activate a management call-out and escalation list for the purpose of problem resolution.
With the Customer’s written permission, Subex may access error logs and application logs held by Customer for the sole purpose of providing proactive support and fixes to the HyperSense AI or Services. This may require a connection to the Customer’s system, or the Customer can establish a means of getting this information to Subex personnel in a manner conducive to providing efficient support (e.g., posting logs to a secure ftp site).
5. MAINTENANCE
Subex may perform maintenance to the equipment, HyperSense AI or Services or any other elements of the hardware or infrastructure as Subex deems necessary for the provision of the Service. During such maintenance, Customer may not be able to access HyperSense AI. Subex will maintain at least one page that informs Customer and its users of the HyperSense AI that maintenance is underway along with an estimate of when the HyperSense AI will be available for use. Subex will use commercially reasonable efforts to keep the frequency and duration of impeded access during the maintenance period to a minimum.
a) Upgrades to the HyperSense AI or Services. Subex may, in its sole discretion, make improvements, develop new features, upgrades, or enhancements (“Upgrades”) to the HyperSense AI or Services. In some cases, Subex may, at its sole discretion make such Upgrades available as a separate plug in or for a separate fee.
b) Term of Maintenance Services. The provision of Services shall commence upon the effective date and will be provided for the term on the Subscription Form.
6. AVAILABILITY OF HYPERSENSE AI OR SERVICES
Subex will use commercially reasonable efforts to make the HyperSense AI or Services available to Customer twenty-four (24) hours a day, seven (7) days per week, three hundred sixty-five (365) days per year, except for certain scheduled service and maintenance or in the event of emergency or events of force majeure. Subex runs its cloud application on its cloud partner (AWS) and has used commercially reasonable efforts to architect the HyperSense AI to be as highly available within the confines of the service provided. Subex endeavors to deliver SLA of 99.90%. This does not include planned outages. Subex will make good faith efforts to perform service and maintenance to the HyperSense AI or Services outside peak usage hours. Customer acknowledges that availability of the HyperSense AI or Services may be affected by: (i) telecommunication network activity or capacity; (ii) hardware failures; and/or (iii) compatibility with third party communication equipment, Internet access, HyperSense AI or Services and/or browsers not in accordance with the HyperSense AI or Services requirements. Subex disclaims any and all responsibility for any HyperSense AI or Services interruption in connection with such activity, capacity, failure and/or compatibility. Customer is responsible for providing all equipment and telecommunication services necessary to access the HyperSense AI or Services.
7. RESPONSIBILITIES OF END USER
Customer will: (a) promptly communicate all HyperSense AI or Services malfunctions and errors; (b) promptly implement corrections sent by Subex to remedy malfunctions; (c) allow Subex full and free access to the HyperSense AI or Services for operations monitoring and remote maintenance and repairs; (d) be responsible for maintaining a procedure for reconstruction of lost or altered files, data or programs and for actually reconstructing any lost or altered files, data or programs
Feedback. Subex may use or incorporate into any of the Services any suggestions, ideas, enhancement requests, feedback, recommendations or other information provided by Customer relating to the operation of the HyperSense AI or Service.
