This Traceable Support Policy & SLA is issued under and forms part of the Traceable agreement which references this policy, and capitalized terms not defined have the meanings set forth in such Traceable agreement.
Traceable offers Support for paid subscriptions to the applicable Product in accordance with the following terms:
1. Support Hours.
A. Basic Support. Support is provided during Traceable’s normal Business Hours. “Business Hours” means 9AM – 6PM local time on any Business Day in San Francisco. “Business Day” means a day, other than Saturday, Sunday, and national holidays in the United States.
B. Enterprise Support & Premium Support. Priority support is provided on a 24×7 basis.
2. Support Channels.
A. Email. Customers may report Incidents via email to the address provided during customer on-boarding. If Incident reports are sent via email, Traceable’s Incident response commitments will start upon Customer’s receipt of a support ticket confirmation email.
B. Slack. Enterprise and Premium Support Customers may report incidents and discuss updates on an on-going basis via dedicated Slack channel.
C. Telephone. Premium Support Customers may report and discuss incidents via telephone if requested.
3. Support Services.
| Basic | Enterprise | Premium | TAM Plus | |
| Onboarding | Standard | Standard | Enhanced | |
| Guided Installation & Ongoing Maintenance | ✅ | ✅ | ||
| Customization Assistance | ✅ | |||
| Customized Reporting Assistance | ✅ | |||
| Quarterly End User and Technical Training | ✅ | |||
| Quarterly Security Insights Report | ✅ | |||
| Assistance w/ 3rd Party Products and Integrations | None | Standard | Standard | Enhanced/Custom |
| Designated Technical Account Manager (TAM) | ✅ | |||
| Custom Project Planning and Engagement | ✅ | |||
| Ongoing Project and Implementation Assistance | ✅ | |||
| Best Practices Guidance and Consulting | ✅ | |||
| Office Hours | ✅ | |||
| Expanded Training Plan and Training Delivery* | ✅ | |||
| Advanced Reporting and Integrations* | ✅ | |||
| Advanced Customization Development* | ✅ | |||
| Operational Support During Key Milestones* | ✅ |
*Up to an aggregate total of 320 hours/year for the indicated categories.
4. Customer Cooperation. Traceable’s obligation to provide support is conditioned upon the following: (i) Customer’s reasonable effort to resolve the problem after communication with Traceable; (ii) Customer’s provision to Traceable of sufficient information and resources to correct the problem, (iii) Customer’ s procurement and installation and maintenance of all hardware and browser software necessary to access the Product, and (iv) Customer installing any corrections provided by Traceable. Customer shall provide continuous access to appropriate Customer personnel and the Product during Traceable’s response related to a Level 1 Error or Traceable shall be permitted to change the status of the Error. If Customer fails to do so, Traceable’s incident response commitments below will be excused until such information or cooperation is provided. In any event, failure by Customer to respond to any Traceable requests within 5 Business Days may result in Traceable closing the support ticket. Customer may reopen or submit a new support ticket at any time.
5. Incident Response. Traceable’s Support personnel will attempt to verify the Incident. Then, Traceable’s Support personnel will assign a priority level (“Priority Level”) to each verified Incident and seek to provide responses in accordance with the chart below. Responses vary based on the level of Support specified in the applicable Order.
6. Exclusions. Traceable will have no obligation to provide Support to the extent an Incident arises from: (a) misuse or unauthorized modifications to the Product, (b) Third-Party Platforms or other third-party systems, (c) Evaluations, (d) custom Product integrations, (e) versions of the Product that are not currently supported. Service or repair of the Product by anyone other than Traceable will void Traceable’s obligations under this policy. Support and Updates do not include on-site support, consulting (including custom work on Customer’s network), system design, coding, project or facility management. If Traceable agrees to (1) remedy any errors or problems not covered as Support or Updates or (2) perform additional work (e.g., services via phone, video conferencing or on-site visits) necessitated by Customer’s failure to respond to Traceable’s requests, each of which is deemed Technical Services, Traceable will perform such Technical Services after receiving Customer’s instruction to proceed at Traceable’s then-current standard time and material rates.
7. Designated Support Contacts. Customer will appoint individuals knowledgeable in the operation and administration of the Product as primary contacts to initiate Support tickets with Traceable (“Designated Support Contacts”). Traceable will only be responsible for providing Designated Support Contacts with Support. Customer may change Designated Support Contacts at any time with written notification to Traceable or appoint additional Designated Support Contacts by paying additional fees.
Priority Level | P1 | P2 | P3 |
Description | Critical error. Product is completely inoperative, or a condition severely and significantly impacting the API nodes, design nodes, or automation nodes. No procedural work around exists. For example, all API nodes crash, or the design or automation node is down and inaccessible. | Serious or high-impact on performance of Product affecting substantial number of users. Involves the Product operating in a severely restricted/reduced capacity causing significant impact to portions of the Customer’s business. No procedural work around exists. | Medium to low-impact problem. Involves partial non-critical functionality loss. May be a minor issue with limited or no loss of functionality for which there is a workaround available. For example, a data transformation function does not work as expected, and a workaround in code is required. |
Target Initial Response | 4 Business Hours | 8 Business Hours | 2 Business Days |
Target Resolution Time | 1 Business Day | 8 Business Days | Future Product update |
Service Level Agreement
This Service Level Agreement (“SLA”) outlines the service levels to be provided in the delivery of the SaaS Service.
1. Service Commitment
The Product will be available with a Monthly Uptime Percentage (defined below) of at least 99.9% during any calendar month.
If (i) Traceable fails to meet such Monthly Uptime Percentage in any two (2) consecutive month period, or (ii) the Monthly Uptime Percentage falls below 75% availability in any calendar month, (in each case, excluding downtime due to planned downtime or other exclusion), as Customer’s sole and exclusive remedy, Customer shall have the right to terminate this Agreement upon thirty (30) days’ written notice and Traceable shall promptly provide to Customer a refund of any fees paid in advance, which will be pro-rated from the date of termination.
2. Measurement Method
The “Monthly Uptime Percentage” will be measured using the total hours in an applicable calendar month (total time minus planned maintenance or exclusions as listed below) as the denominator, divided by the numerator, which is defined as the denominator value minus the time of any outages in the SaaS Service in the monthly period. Traceable uses monitoring services to monitor availability and measure the error rate. The SLA is based on the information from these tests that Traceable shall provide upon request.
Traceable shall provide notice to Customer of planned maintenance with at least 48 hours notice.
3. Exclusions
The Monthly Uptime Percentage shall not apply to service degradations caused by or related to any of the following:
● Planned or emergency maintenance.
● Issues caused by Customer after Traceable advised Customer to modify Customer’s use of the Product, if Customer did not modify its use as advised.
● Any Product that is no longer supported.
● Issues during beta and trial use of the Product.
● Issues that resulted from the use of third-party hardware or software, in which the third-party hardware or software caused the service degradation.
● Services, circumstances or events beyond the reasonable control of Traceable, including, without limitation, any force majeure events, the performance and/or availability of local ISPs employed by Customer, or any network beyond the demarcation or control of Traceable.