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Availability Service Level Definition(s) |
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“Actual Uptime” shall mean the total minutes in the reporting month that the Services were actually available to Subscriber for normal use. “Scheduled Downtime” shall mean the total minutes in the reporting month represented by the Maintenance and Upgrade Window. “Scheduled Uptime” shall mean the total minutes in the reporting month less the total minutes represented by the Scheduled Downtime. |
| Service Level Standard | Services will be available to Subscriber for normal use 99.9% of the time each reporting month, excluding a reasonable Maintenance and Upgrade Window. |
| Calculation | (Actual Uptime / Scheduled Uptime) * 99.9 = Percentage Uptime |
| Performance Credits |
In some cases, even after use is established, The Customer may not be able to fully utilize the Services. For example, the peripheral technology (Customer computer, network, hardware or devices) malfunction and prevent the Services from running properly for a significant period of time. In these such instances, at Tagboard's sole discretion, Services credits may be issued to Customer; however, payment refunds will not be issued. A service credit may be applied to the end of the duration of the contract to extend the contract by its applicable accumulated value. Tagboard ensures a 99.9% uptime, calculated on a monthly (30 days) basis, except in the case of planned downtime, to be expressed to Customer with at least 7 days notice. In order to receive a Service Credit, Customer is responsible for (a) contacting Tagboard about a lapse in uptime and (b) request a Service Credit. Service Credits will be provided by this ratio: 2 hours for every 1 hour of downtime, where a minimum of one hour of downtime is required to qualify as an outage. |
“Actual Uptime” in the chart above shall not be reduced by service disruptions caused, in the sole determination of Service Provider, by the third-party Networks providing social media content.
Three layers of Tagboard Customer Support are available: Basic, Professional, or Custom Support
1: Basic Support
Basic Support is the standard support that Tagboard offers. Basic Support is provided 6am-6pm Pacific Standard Time, Monday to Friday and excludes public holidays.
2: Professional Support
In addition to all of the benefits of Basic Support, Professional Support provides an immediate response to critical issues. Professional Support inquiries receive the highest priority, ensuring that Customer’s technical needs are addressed as quickly as possible, 24 hours per day.
3: Custom Support:
In addition to all of the benefits of Basic and Professional support, Custom Support provides a dedicated Client Manager who will proactively monitor the Customer’s Tagboard platform services during key events. Custom Support inquiries receive immediate, dedicated responses via phone and email from Client Managers and engineers who will ensure issue resolution is immediate during high priority, scheduled events.
RESPONSE TIMES
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Basic |
Professional |
Custom Support (Proactive Event Monitoring) |
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Availability |
6am-6pm (PST) Monday-Friday; Excluding public holidays |
24/7 Monday-Sunday; Excluding public holidays |
Proactive event monitoring is provided in addition to standard Basic or Professional customer support. Hours based on Customer need. Minimum 48 hours notice for custom support Monday-Friday. Minimum 96 hours notice for custom support Saturday-Sunday and all public holidays. |
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Response Time |
Critical Issues: 1 business hour Important Issues: 2 business hours Other issues: 12 business hours |
Critical Issues: 1 business hour Important issues: 2 business hours Other issues: 6 business hours OUTSIDE OF BUSINESS HOURS: Critical issues: 2 hours (Tagboard to use best efforts to respond within 1 hour) Other issues: Next business day |
Dedicated Technical Account manager monitoring key events based on agreed schedule of activity. |
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Support |
Email Support Phone support during business hours |
Email Support Phone support during business hours After hours phone support for critical issues |
Dedicated Technical Account Manager monitoring key events based on agreed schedule of activity. Immediate support response and escalation available via email and phone. |
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Monthly Fees |
Included within Basic Service Packages |
Included within Professional & Enterprise Service Packages |
Inquire for details. |
Resolution of issues, such as, but not limited to, those beyond the control of Tagboard, such as social network outages, or other feature changes as described in other parts of this agreement, are not incorporated into this timeline.
ISSUE DEFINITIONS
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Issue |
Definition |
Example |
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Critical Issues
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Critical Issues include loss of the Tagboard Platform, or critical loss of ability to launch any moderation dashboards or live displays. Tagboard will give the highest priority to Critical Issues and ensure they are worked on constantly until the issue is resolved. |
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Important Issues |
Important Issues are those where the Tagboard Platform is operational, but there are blocking issues curating or creating content. |
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Other Issues |
Other Issues are all issues which are not defined as Critical or Important |
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