Support and Service Level Agreement
A. SUPPORT
Support Hours and Contact Information: Duxre shall provide telephone support to Licensee for the Service from 9:00 a.m. until 5:00 p.m. pacific time Monday through Friday.
Duxre Support Services
Phone: 888-900-0494
Email: support@duxre.com
Error Classification & Response Time
Duxre shall respond to Licensee’s inquiries regarding errors or bugs in the Service ("Errors") as provided in the table below. Duxre shall use commercially reasonable efforts to correct Errors with a level of effort commensurate with Duxre’s classification of the Error as follows:
| Severity Level | Criteria | Duxre Response |
|---|---|---|
| Critical Business Impact | Errors that that cause the Service to be inoperable or inaccessible. | Respond to Licensee within 1 hour of inquiry. Continuous effort until a fix or workaround is implemented. |
| Serious | Errors that have a serious impact on a Licensee’s ability to use the Service as intended. | Respond to Licensee within 6 hours of inquiry. Continuous effort until a fix or workaround is implemented. |
| Non-Critical | Errors that result in a minor loss or interruption of features or functionality that does not significantly impair Licensee’s general use of the Service. | Acknowledge Errors within 3 business days and provide a workaround, if possible, within 10 business days. Provide permanent fix in next upgrade or maintenance release. |
B. SERVICE LEVELS
Hosting: The Service is hosted by Duxre using third-party hosting services (each, a “Third-Party Cloud Service”). Duxre’s current third-party hosting service is Microsoft Azure. Azure service levels for the services provided by Microsoft can be downloaded at: https://azure.microsoft.com/en-us/support/legal/sla/
In the event of any violation by Microsoft of the applicable service levels (or if applicable, any other Third-Party Cloud Service), Duxre will flow through to Licensee its proportional share of any credits received or credited to Duxre.
Availability
Duxre shall use commercially reasonable efforts to ensure the operation of the Service with a minimum availability of 99.0% (the “System Availability”) measured monthly and shall take such corrective action as may be required to maintain System Availability.
If the Service does not meet the “System Availability” metric and as Licensee’s sole and exclusive remedy, Licensee will be eligible to receive a Service Credit for the affected month as described below. Credit requests must be submitted to Duxre in writing within 30 days after the month in which the System Availability was not met.
Service Credits shall be calculated as a percentage of the total subscription fees paid by Licensee for the Service for the applicable month in accordance with the table below: Credits will be applied against future subscription fees.
| Monthly Uptime Percentage | Service Credit Percentage |
|---|---|
| Less than 99.0% but equal to or greater than 98.0% | 5% |
| Less than 98.0% but equal to or greater than 95.0% | 10% |
| Less than 95.0% but equal or greater than 90% | 15% |
| Less than 90.0% | 25% |
System Availability excludes (a) downtime due to scheduled or emergency maintenance; (b) downtime attributable to a Third-Party Cloud Service; (c) any event subject to Section 11.8 of the Terms (Force Majeure); or (d) outages or unavailability caused by Licensee’s software, systems, or networks. Duxre will use commercially reasonable efforts to provide advance notice to Licensee of scheduled or emergency maintenance that may impact System Availability.
