Technical Support Services

Last Updated: Version 6, October 1, 2024

This Service Level Agreement  (“SLA”) is subject to the Agreement between AutoRABIT and Customer. “Agreement” means the Software License and Services. Agreement located at www.autorabit.com/agreement, unless there is a signed agreement between the parties, in which event the signed agreement will be deemed the “Agreement”.

Capitalized terms used in this SLA but not expressly defined in this SLA will have the meanings ascribed to them in the Agreement. If the Agreement does not contain the exact capitalized terms as this SLA, then the Agreement’s like terms are to be interpreted with any necessary and conforming changes in relation to capitalized terms found herein.

1.1 Error Definition. An “Error” is a failure of the AutoRABIT SaaS Services or AutoRABIT Software to materially conform to the Documentation but excluding a nonconformity resulting from (i) the acts or omissions of Customer, including but not limited to: Customer not following instructions set forth in the Documentation, (ii) Customer’s internal network or internet connectivity problems, (iii) third party products or services, or (iv) a Dedicated SaaS or Self-Hosted Software Customer’s failure to perform Timely Upgrades.

1.2 Error Classification and Response Times. Errors shall be classified by AutoRABIT and attended to as set forth below in Table A:

TABLE A

Error Classification Level	Description	Gold Support		Platinum Support
		Response Time	Follow-up Intervals	Response Time	Follow-up Intervals
Severity 1 (Critical)*	Critical business impact resulting from service being inaccessible or down.	<- 2 Hours	Every 12 hours or as agreed upon	<- 1 Hour	Every 4 hours or as agreed upon
Severity 2 (High)	Significant business impact resulting from a major loss of product functionality or highly degraded performance.	<- 4 Hours	Daily (business days) or as agreed upon	<- 2 Hours	Every 12 hours or as agreed upon
Severity 3 (Medium)	Product functionality or performance is degraded but remains usable and/or a workaround is in place. The business impact is moderate.	<- 1 Business Day	Monthly or as agreed upon	<- 4 Hours	Every Week or as agreed upon
Severity 4 (Low)	Product usage question or low business impact where product functionality or performance is degraded but remains usable.	<- 2 Business Days	Quarterly or as agreed upon	<- 1 Business Day	Every Month or as agreed upon

*AutoRABIT will provide continuous efforts (24x7x365) to resolve Severity 1 (Critical) reported Errors until a workaround or resolution can be provided or until the Error can be downgraded to a lower Error Classification Level.

1.3 Error and Service Commitment Reporting Process. All Errors and Service Commitment issues can be logged 24 hours per day, 7 days per week, 365 days per year via one of the following methods:
1.3.1 A new request or the status of an existing request can be found on the AutoRABIT Support Portal choosing the “Help Center”directly from the Quicklinks Menu or going directly to AutoRABIT Support (https://support.autorabit.com/portal/en/newticket)
1.3.2 A new request can be opened by sending an email to [email protected].

1.4 Error Reporting Obligations. Errors will be attended to by AutoRABIT as set forth herein, unless Customer fails to:
1.4.1. Promptly report any Error it discovers with a full description of the Error;
1.4.2 Reasonably and promptly cooperates with AutoRABIT in connection with AutoRABIT’s efforts to resolve any Error;
1.4.3 Provide a reproducible test case and include any necessary information that demonstrates the specific usage that caused the Error or the identification and troubleshooting of the cause of the Error;
1.4.4 Ensure that a resource is assigned to work with AutoRABIT to provide information or verification on an ongoing basis, until the Error is resolved; and
1.4.5 Provide any special circumstances surrounding the discovery of the Error.

1.5 Severity Level Upgrading/Downgrading. If during the Error remediation process AutoRABIT reasonably considers that the Error no longer reflects the Error Classification Level currently assigned, the Error Classification Level will be upgraded or downgraded (as applicable) to the Error Classification Level that most appropriately reflects its current impact. In the event AutoRABIT determines that an Error is a request to add functionality or enhance performance beyond the Documentation, it shall no longer be classified as an Error. If there is a disagreement amongst the parties about the Error Classification Level, the parties shall use the Escalation Procedure provided for herein.

1.6 Response Times. AutoRABIT will use reasonable efforts to meet the Response Times and Follow-up Intervals in Table A. Response Times for Errors will be measured from the time the Errors are properly reported to AutoRABIT and Follow-up Intervals will be measured from the last communication between the parties.

1.7 Resolution Times. AutoRABIT does not guarantee resolution times, and a resolution may consist of a hotfix patch, a fix provided in a scheduled release, workaround, system configuration change, or any other solution AutoRABIT deems reasonable.

2.1 Service Commitment. AutoRABIT will use commercially reasonable efforts to make the AutoRABIT SaaS Services Available 99.5% of the time during each month of the Subscription Term, excluding Excusable Downtime (the “Service Commitment”).

2.2 Service Credits. If the AutoRABIT SaaS Services fails to meet the Service Commitment, Customer may be eligible to receive a service credit as outlined in Table B below (the “Service Credit(s)”).

TABLE B

Percentage Availability	Service Credit Amount
Above 99.50%	0% of the fees applicable to the month in which the failure occurred
97.0% to 99.49%	5% of the fees applicable to the month in which the failure occurred
95.0% to 96.99%	10% of the fees applicable to the month in which the failure occurred
90.0% to 94.99%	20% of the fees applicable to the month in which the failure occurred
Below 90.0%	30% of the fees applicable to the month in which the failure occurred

2.3 Percentage Availability. The Percentage Availability shall be calculated by dividing the Available Minutes by the Monthly Minutes and multiplying that figure by 100. The calculation of Percentage Availability shall apply as from the first complete month of the Subscription Term.

2.4 Sole remedy. The Service Credits provided hereunder are the Customer’s sole and exclusive remedy for any failure to meet the Service Commitment. To receive a Service Credit, Customer must submit a claim by email to [email protected]. To be eligible, the credit request must be received by AutoRABIT within thirty (30) days after the incident occurred and must include:

2.4.1 the words “SLA Credit Request” in the subject line;
2.4.2 the dates and times of each Service Commitment issue claimed;
2.4.3 the affected AutoRABIT SaaS Services; and
2.4.4 corroborating evidence (screen captures, error messages, etc.) that document the Service Commitment issue (any confidential information should be removed or replaced with asterisks).

2.5 Verification. All Service Commitment claims will be verified against applicable system records.

2.6 Lapse. If Customer fails to report a Service Commitment issue within five (5) days of the occurrence of such issue as set forth in Section 1.3 of this SLA, Customer shall not be entitled to any Service Credit.

2.7 Transfer, Monetary Value, and Default. Service Credits are non-transferable and have no monetary value and may only be used as credits against future AutoRABIT invoices. Customers who are past due or in default with respect to any payment or any material contractual obligations to AutoRABIT are not eligible for any Service Credits.

2.8 Disputes. Should any periods of downtime submitted by Customer be disputed, AutoRABIT will provide Customer a record of the AutoRABIT SaaS Services availability for the period in question. AutoRABIT will only provide records of system availability in response to good faith Customer claims. All disputes are subject to the Escalation Procedure.

2.9 Multiple AutoRABIT SaaS Services. If Customer has multiple AutoRABIT SaaS Services products, then the Service Commitment for each product will be calculated separately for the purposes of determining eligibility for a Service Credit, and the Service Credits for each account will be calculated as a proportion of the fees applicable to that particular product.

3.1 Routine Maintenance. AutoRABIT will endeavor to perform routine maintenance on the AutoRABIT SaaS Services during the windows set forth below in Table C and will aim to align with the Customer’s primary hosting location (“Routine Maintenance”). Routine Maintenance may be required daily and may or may not require downtime.

TABLE C

U.S. Pacific Time (PT)	Sydney Time	UK Time	IST
Sunday 12:00 a.m. – 2:00 a.m.	Sunday 5:00 p.m. – 7:00 p.m.	Sunday 8:00 a.m. – 10:00 a.m.	Sunday 12:30 p.m. – 2:30 p.m.
Wednesday 12:00 a.m. – 1:00 a.m.	Wednesday 5:00 p.m. – 6:00 p.m.	Wednesday 8:00 a.m. – 09:00 a.m.	Wednesday 12:30 p.m. – 1:30 p.m.

3.2 Other Maintenance. AutoRABIT will endeavor to notify the Customer as soon as reasonably possible when other maintenance is required outside the Routine Maintenance windows set forth in Table C (“Other Maintenance”).

If the Customer has not received a timely resolution or needs to report an urgent concern, they may escalate the issue using the following procedure (the “Escalation Procedure”):

4.1 Email Response. the Customer may respond directly to their existing support ticket and include [email protected] in the email to initiate the escalation.

4.2 If applicable, Customer may reach out to their assigned Customer Success Manager to escalate their existing support ticket.

4.3 Escalation Levels. Escalations will be handled according to the following levels to AutoRABIT personnel:

• Level 1: Standard Customer Support Engineer
• Level 2: Director of Customer Support
• Level 3: Director of Customer Success
• Level 4: Vice President of Support and VP of Customer Success
• Level 5: Chief Executive Officer

5.1 “Available” means the website is responsive to standard ICMP or HTTPS requests and is materially operational.

5.2 “Available Minutes” means the minutes of time the service is Available on a monthly basis after adding back in Excusable Downtime.

5.3 “Dedicated SaaS” means a Customer who is the sole tenant of an AutoRABIT SaaS Services instance.

5.4 “Excusable Downtime” shall mean the total minutes in the reporting month for: (A) Routine Maintenance; (B) Other Maintenance; (C) downtime due to (i) the acts or omissions of Customer, including but not limited to, Customer not following instructions set forth in the Documentation, (ii) Customer’s internal network or internet connectivity problems, (iii) third party products or services, or (iv) a Dedicated SaaS Customer’s failure to implement Timely Upgrades; (E) arising from AutoRABIT’s suspension or termination of Customer’s right to use the AutoRABIT SaaS Services in accordance with the Agreement; or (F) any unavailability caused by circumstances beyond AutoRABIT’s reasonable control, including but not limited to force majeure events, Internet or telecommunications networks provider failure or delay, or denial of service attack.

5.5 “Major Release” per AutoRABIT’s release version format as follows: Year.Major Release.Minor.Release

5.6 “Monthly Minutes” means the total number of minutes in the relevant calendar month.

5.7 “Self-Hosted Software” means an instance of the AutoRABIT Software hosted by Customer on Customer’s premises (including for installation in Customer’s data center or on Customer’s third-party service provider’s cloud service).

5.8 “Timely Upgrades” means for Dedicated SaaS and Self-Hosted Software, their product release version is kept updated as set forth in Table D:

TABLE D

Gold Support	Platinum Support
The Customer instance should be on a product release version that is on the same Major Release of the current release, or a release no older than 30 days than the current Major Release.	The Customer instance should be on a product release version that is within 1 Major Release of the current release, or a release no older than 90 days than the current Major Release.