These Service Level Terms set out responsibilities of Clearlogin with respect to the maintenance and support services provided by Clearlogin for the Services provided under the Master Services Agreement.
Clearlogin will provide the following to Customer’s Relationship Manager:
A. Except as set forth in section B, Clearlogin’s telephone and live chat customer service will be available Monday through Friday, excluding Federal Holidays from 9:00 AM to 5:00 PM Eastern Standard Time for all Service issues. Clearlogin reserves the right to charge Customer additional fees for any calls placed outside the 9:00 AM to 5:00 PM Eastern Standard Time.
B. In instances where the Services are completely inaccessible, Clearlogin’s telephone and live chat customer service will be available 24 hours a day, seven days a week.
C. Customer will report all service, up-time or availability issues to Clearlogin via Clearlogin Help Center or other means as provided by Clearlogin.
D. Upon confirmation by Clearlogin that the reported issue is related to the Services, Clearlogin will respond and complete such issue correction in a commercially reasonable manner and amount of time, as determined by the nature of the Service issues and the effect of the issues on Customer’s use of the Services. Clearlogin will determine the priority of any fault in accordance with the following table:
|Priority||Description||Response time||Target resolution time|
|Priority 1||The Services are completely inaccessible.||Within two (2) hours of Customer reporting fault.||Within four (4) hours of initial response.|
|Priority 2||Operation of Services is severely degraded, or major components of the Services are not operational and work cannot reasonably continue.||Within four (4) hours of Customer reporting fault.||Within two (2) business days of initial response.|
|Priority 3||Certain non-essential features of the Services are impaired while most major components of the Services remain functional.||Within twelve (12) hours of Customer reporting fault.||Within thirty (30) business days of initial response.|
|Priority 4||Errors that are non disabling or cosmetic and clearly have little or no impact on the normal operation of the Services.||Within forty-eight (48) hours of Customer reporting fault.||When reasonably possible.|
E. A valid response for issue correction includes sending Customer documentation or other information to configure the Services correctly.
F. No explicit level of customer service is expressed or implied for free trial accounts.
G. Requests for professional services, custom integrations, support for configuration of the product itself, and other implementation related issues are not covered under this SLA.