This Service Level Agreement (”Policy”) describes the current practices of Change with regard to its provision of Support Services as defined below to customers with a Change Platform account which includes Support Services (”Customer(s)”).
“Agreement” means the written agreement between Change and Customer for Change Services.
“Change Services” refers to a paid SaaS offering deployed by Change.
“Documentation” means the then-current user documentation for the Services.
“Live Chat” is Change’s online chat feature that enables Customers to directly message and communicate with Change’s representatives.
“Shared Communication Channel” refers to any ad-hoc communications channel established by mutual agreement between representatives of Change and Customer. This may include a Shared Slack Channel.
“Support Services” means the technical end user support for Services as described in this Policy.
“Error” means any verifiable and reproducible failure of Services to materially conform to the Documentation.
2.1 Change will provide Customer with Support Services for Change Services in accordance with this Policy, subject to Customer’s timely payment of Service fees
2.2 In order to receive Support Services, Customers experiencing an Error with Change Services shall enter the Live Chat feature available at https://getchange.io, Shared Communication Channel, or email [email protected]. Change Representatives will respond directly.
2.3 Customer must provide Change with the names and contact information for two Customer contacts who will be the Customer’s designated primary representatives to communicate with Change on support issues. Customer may designate up to two backup contacts for each such primary contact. Support Services are available 9:00AM to 5:00PM Pacific Time (PT) excluding holidays and weekends. Change will use commercially reasonable efforts to respond to requests for contracted support services within the time frames described below, provided that Customer makes reasonable efforts to assist Change in identifying a problem or concern and enabling Change to reproduce it.
2.4 All customers are automatically entitled to Support Services as part of their paid subscription to Change Services.
2.5 Change will assign each support request to one of the following categories with associated response time levels:
| Definition | Response Level | |
|---|---|---|
| Priority 1 | Urgent: The Change Services are not accessible or operational for productive use. | Initial response within 4 business hours of service request being submitted. The designated Customer Contact will be updated twice daily during business days regarding progress. Actions to resolve will commence within 4 business hours. |
| Priority 2 | Important: The Change Services are operational but experiencing a major functional loss. | Initial response within 8 business hours of service request being submitted. The designated Customer Contact will be updated daily during business days regarding progress. Actions to resolve will commence within 8 business hours. |
| Priority 3 | Necessary: The Change Services are experiencing a functional loss that affects performance or User quality. | Initial response within 1 business day of service request being submitted. The designated Customer Contact will be updated weekly regarding progress. Actions to resolve will commence within 2 business days. |
| Priority 4 | Minor: (1) The Change Services have a cosmetic or other minor issue that does not affect its performance or functionality; or (2) Customer questions regarding use of the Change Services. | Initial response within 5 business days of service request being submitted. The designated Customer Contact will be updated upon request. |
| Priority 5 | Enhancement Request: Request for a new feature that does not currently exist in the Change Services. | Requests will be logged and evaluated at Change’s sole discretion for inclusion in a future release. The designated Customer Contact will be updated upon request. |
3.1 Definitions