Service-level Agreement (SLA)

_{Evercast Support and Service Levels}

Support Operational Hours

Support Level	Operating Hours	Methods
Tier 1	24x7x365	Phone, Email, Chat
Tier 2	24x7x365	Through Escalation
Tier 3	8a to 12a PST 7x365	Through Escalation

‍Service Level Response Times – Targets

Severity Level	Service Functionality	Client Notification	Agent Assigned	Diagnosis Time	Resolution or workaround
Sev 0	All Clients Affected	Hourly	Immediate	30 Min	120 Min
Sev 1	Many Clients	Hourly	Immediate	30 Min	120 Min
Sev 2	Single Client	Hourly	60 Min	240 Min	5 min
Sev 3	Limited or degraded access	Daily	240 Min	48 Hours	5 min
Sev 4	Request for Info	Weekly	5 min	48 Hours	14 Days

‍Uptime and SLA Metrics and Credits

_Uptime

_Target

_{Credit - % of monthly fees}

100 – 99.6%

0%

System

99.5 – 95.0%

25%

94.9 – 90.0%

50%

<89.9%

100%

Enterprise Customers - If a Problem Severity Level 1 or 2 is not resolved by the time identified in the Resolution column above, a Service Provider account representative or similar executives shall promptly contact Company to provide an explanation as to why the Problem is not resolved and what steps are being taken to resolve the problem as soon as possible.‍‍

Maintenance Window - Periods reserved for scheduled maintenance which should be outside of business hours

‍
Regularly Scheduled Maintenance Window – Every Sunday from 6am to 9am pst
‍

Emergency Maintenance - Service Provider will notify Company of any maintenance outside the Scheduled Maintenance outlined above which may cause the Subscription Services to be not Available as soon as reasonably practicable.