Support Terms and Service Level Objectives
SUPPORT
AHI support consists of technical support and error correction during Business Hours as specified below. As used in this Exhibit, a “Business Day” is Monday through Friday, exclusive of AHI holidays, in California, USA, and a “Business Hour” is 9:00 am Pacific time to 5:00 pm Pacific time during a Business Day.
Technical Support. AHI will use commercially reasonable efforts to provide technical support. These efforts may include, as appropriate: (i) advising Customer of pertinent problems encountered by other Services users; (ii) performing the remedial work required to correct, workaround or prevent problems encountered by Services users; (iii) remedying any known security flaws; (iv) user-requested modification of or access to a record, report generation and similar matters; and (v) reviewing data provided by Customer on the Services’ operation to ascertain potential problems.
AHI technical support is available during normal Business Hours. Technical support can be contacted via email at support@countra.ai or via technical support ticketing platform.
Communication Channels:
EMAIL: support@countra.ai
PHONE: (347) 774-1617
COMMUNICATION TOOL: Technical support ticketing platform
Error Correction. AHI will undertake reasonable efforts to promptly correct any error or other defect that can be reproduced (“Defect”) in the Services. Defects are classified according to the following definitions:
Critical Defect: Defect that causes the Services to be unusable.
Significant Defect: Defect that has a material impact on Customer’s ability to use the Services.
Minor Defect: Defect that is not a Critical Defect or a Significant Defect.
AHI will use commercially reasonable efforts to correct the Defect or provide an acceptable work-around or action plan based on the severity of the Defect, with a targeted response time as follows:
Critical Defect: AHI shall (a) provide an initial response within four (4) Business Hours; (b) initiate management escalation immediately; (c) provide Customer with a status update every four (4) Business Hours until the Defect is resolved.
Significant Defect: AHI shall (a) provide an initial response within eight (8) Business Hours; (b) initiate management escalation within two (2) Business Days; (c) provide Customer with a status update every two (2) Business Days until the Defect is resolved.
Minor Defect: AHI shall (a) provide an initial response within five (5) Business Days; (b) initiate management escalation within five (5) Business Days after initial response; (c) provide Customer with a status update every ten (10) Business Days until the Defect is resolved.
● Platform Maintenance Upgrades: Customer will receive prior notice by email of AHI’s upgrade windows, which will be scheduled between 6:00 p.m. and 2:00 a.m. Pacific Time to the extent feasible. Downtime due to Upgrades will not exceed 5 hours per month.
● Pre-scheduled Maintenance Periods: Customer will receive at least 24 hours prior notification by email of pre-scheduled maintenance periods. Maintenance shall be scheduled between 6:00 p.m. and 2:00 a.m. Pacific Time. Downtime due to pre-scheduled maintenance will not exceed 5 hours per month.
● Emergency Maintenance Periods: Customer will receive prior notification by email on a commercially reasonable efforts basis. These maintenance periods will involve applying critical security patches and other emergency repairs to the AHI infrastructure.
Availability Objective
AHI’s objective is to make the Services available at least 99.0% of the time during Business Hours, measured on a calendar monthly basis (the “Availability Objective”). This is an objective and not a guarantee. “Available” and “Availability” means that the Services are available to Customer’s Authorized Users. Availability measures will not include downtime resulting from Upgrades, Pre-scheduled Maintenance Periods, and Emergency Maintenance Periods (described above).
The Availability Commitment does not apply to any downtime of the Services that results from:
● Account suspension or termination due to Customer’s breach of the Agreement;
● Disengagement of functionality of the Service due to Customer’s request;
● Force Majeure Events; or
● Customer’s or any service provider’s (e.g., Amazon Web Services, etc.) equipment, software or other technology.
AHI will provide Customer with reports on Availability upon request.
