This Service Level Agreement (“SLA”) – referenced in the Software as a Service or Software License Agreement between Customer and CoreIntegrator (“Agreement”). In the event this document is translated into any other languages, the English version shall be authoritative.

This SLA describes the levels of Product availability and support that Customer can expect to receive from CoreIntegrator for the duration of the Agreement.

Scope

This SLA applies only to the Product and Professional Services described in the Agreement or applicable Statement of Work. This SLA does not apply to any software, equipment,
services, or other parts of an information technology system that are not purchased from or managed by CoreIntegrator.

CoreIntegrator will rectify material issues with the Product, except where:

• The issue has been caused by Customer’s use of the Product in a manner that is contrary to CoreIntegrator Training, Knowledge Base, or any other instruction issued by CoreIntegrator
• Customer has made unauthorized changes to the configuration or set-up of the affected Product
• Customer has prevented CoreIntegrator from performing maintenance on the Product
• The issue has been caused by Third Party Products; or
• The issue has been caused by User(s), including by modifying part of the software or by adding, deleting, or assigning improper rights to Users.

SLA Effective Date and Term

This SLA will be effective from the Project Start Date and will terminate without further notice and without right to compensation or restitution upon the expiry or termination of the Agreement or applicable Statement of Work.

Responsibilities

CoreIntegrator responsibilities:

• Ensure the relevant Product and Professional Services are available to Customer in accordance with the agreed upon uptime criteria (Refer to Appendix A);
• Respond to support requests within the timescales listed below;
• Take steps to escalate, diagnose, and resolve issues in an appropriate and timely manner, including the allocation of a sufficient number of skilled staff and the collection of necessary information; and
• Maintain clear and timely communication with Customer at all times.

Customer responsibilities:

• Use the Product as intended under the Agreement Notify CoreIntegrator of issues or problems in a timely manner and as thoroughly as is
  possible
• Cooperate with CoreIntegrator in its efforts to escalate, diagnose, and resolve issues by providing timely and accurate responses to requests for information
• In case of a Critical Alert, ensure the availability of a sufficient number of skilled Customer employees to cooperate with CoreIntegrator
• Provide CoreIntegrator with access to equipment, software, and services for the purposes of maintenance, updates, and fault prevention; and
• Maintain a staff with adequate information technology knowledge to fulfil these responsibilities.
• For on premises installations or hosted installations where the Customer is responsible for the management of the Environment, the Customer assumes responsibility for the general maintenance of the Product, associated servers, databases and related operating systems including but not limited to:
  • Backups of data and documents
  • Database maintenance through regular indexing
  • Server monitoring for disk, memory and CPU utilization
  • Associated services and scheduled tasks that are required to function during regular use of the Product
  • Protection from malware, virus or other security breaches
  • Responsibilities per the CoreIntegrator Administration guide which includes management of user setup, Active Directory management, security, etc.
• Customer may assign up to (4) primary contacts (including backup contacts) that will have the primary purposes of submitting tickets and assisting in problem resolution. These contacts may include “business” contacts that are responsible for the day to day use of the Product or “technical” contacts that are responsible for the infrastructure and operational environment that supports the Product.

Response Time

In the event of a request/ticket, CoreIntegrator is deemed to have responded when it has replied to Customer’s initial request. This may be in the form of an email or telephone call, to acknowledge receipt of Customer’s request, provide a solution, or request further information.

The Response Time will depend on the priority of the item(s) affected and the severity of the alert, as set out in the schedule below. CoreIntegrator provides access to a Help Desk Portal for all customers with a Comprehensive Support Plan or for those on a subscription service where Comprehensive support is included.

The help desk portal is monitored (7) days per week including holidays. The help desk team will actively work on all support tickets Monday through Friday 8:00 a.m. to 5:00 p.m. EST. unless otherwise specified or in the event a Critical ticket is submitted outside of these normal business hours. Customers will submit tickets directly to the support desk portal via a secure logon.

The schedule only applies to customers on a Comprehensive Support Plan.

Alert Type	Issue Severity	>Response Time
Critical - System Down	Highly critical alert. Product is not available for use and customer cannot use system	Within 2 Business hours
High Priority	One or more elements of the Product important to the ongoing day to day functioning of Customer’s business have ceased to operate as expected.	Generally, within 4-8 Business hours
Standard	General requests for support that are not system wide related but may impact a unique transaction or user.	Within 1-2 business days
Low Priority	Notification of minor issue that does not prohibit Customer from utilizing Product in any material way.	Generally, within 2-3 business days (response times may vary)

Emergency Services

Most emergencies are “quick fixes” and can be addressed through normal help desk support. But if there is disaster that hits an organization that creates a rebuilding and recovery process that requires immediate attention with a team of resources – CoreIntegrator support can engage in an Emergency Services agreement with the customer that re-directs resources to focus on the recovery process.

Comprehensive Support Plus Plan

An optional plan that provides a higher level of help desk support to assume many of the day-to-day administrative responsibilities for the customer. See Support Plus Data Sheet for more information.

Software Improvements

CoreIntegrator will make available to Customer new versions, releases, patches and updates to the Product to solve defects and/or errors, keep the Product up-to-date with market developments, or otherwise improve (the operation or functionality of) the Product. These improvements may include bug fixes.

From time to time, CoreIntegrator will retire older versions of the software for a variety of reasons. These retired versions will no longer be supported, and the customer must upgrade to a supported version to receive the benefits of this SLA. Customers will be notified at minimum (6) months in advance of any version or release that will no longer be supported. Customers that will be directly impacted by an unsupported version will be contacted directly by phone or email or both.

New versions, releases, or updates will contain at least the level of functionality as set out in this SLA and as contained in the version or release of the Product previously used by Customer and will not otherwise negatively impact Customer’s use of the Product. CoreIntegrator shall make reasonable efforts to ensure that when performing such actions, the impact on Customer and its User(s) is limited.

Updates to the SLA

This SLA may be updated at CoreIntegrator’s discretion, but only after providing thirty (30) days’ notice, after which it shall be effective (“SLA Effective Date”). Such notice will be sufficient if provided to a User designated as an administrator of Customer’s Product account either: (a) as a note on the screen presented immediately after completion of the log-in authentication credentials at the log in screen, or (b) by email with read receipt to the email address provided for the administrator(s) for Customer’s account. If Customer objects to any such changes, Customer's sole recourse shall be to terminate the Agreement. Continued use of the Product following the SLA Effective Date of any update shall indicate Customer's acknowledgement of such update and agreement to be bound by the updated SLA. When CoreIntegrator changes this SLA, the "Updated" date below will be changed to reflect the publication date of the most recent version.

Appendix A

Appendix A summarizes the CoreIntegrator Azure Environment for CoreIntegrator Hosted Products.

Durability means protection of data and documents.
Availability means system uptime (available for processing).

SQL Databases (data storage)

Durability
All databases are configured for geo-redundant backups (across Data Centers) for maximum protection of data.
99.99999999999999% durability rating.

Back-up and recovery:

• Point in time restore: available for (7) days
• Differential backup frequency: every (24) hours
• Weekly backups available for (4) weeks
• Weekly backups available for (4) weeks
• Monthly backups available for (6) months
• Annual backups available for (1) year

Availability
99.99% available rating
All databases are configured with local redundancy within the data center.
No downtime in the event of a local outage

Virtual Machine (Application Server)

Durability
All VM disks are configured for weekly backups to a CoreIntegrator managed backup Vault in the cloud. The backup Vault is configured to be geo-redundant.
Note: VM Disks only contain static configuration files, no customer data or documents.

Availability
Virtual Machines are not configured for High Availability.

Azure Blob Storage (Documents)

Durability
99.999999999 durability rating
All Storage Accounts are configured with Read-Access geo-redundant storage. Geo-redundant storage (GRS) copies your documents synchronously three times within a single physical location in the primary region using Locally Redundant Storage (LRS).
Documents are copied asynchronously to a single physical location in a secondary region that is hundreds of miles away from the primary region.
Point in time restore is available for 1 year.

Availability
Storage Accounts are Locally redundant.