AssetWorks USA Inc. Service Availability And Service Measures

This service level agreement (SLA) applies to the SaaS products Recoup, Scan, and Validate, and AssetMAXX.

Service Availability.

AssetWorks will provide access to the Software with a target scheduled availability of ninety-nine percent (99%) (exclusive of scheduled maintenance or any downtime attributable to Client or third parties).

The routine server maintenance schedule is listed in Table 1. Such events can cause a service outage or have an impact on performance (such as slow response time).

On occasion, it may be necessary to apply critical security patches. AssetWorks will make every effort to limit service interruptions for these activities to the timeframes outlined in Table 1. When an outage is required for critical security patches or updates, AssetWorks will notify the Client of the date and time for performing the updates.

Enhancements and modifications that do not require a service outage or affect Client workflows are implemented as needed.

Enhancements and modifications that require a service outage are scheduled during the normal maintenance window, and the Client will be notified in advance.

Table 1 – Scheduled Maintenance (U.S. Central Time)
Times	Sunday	Monday	Tuesday	Wednesday	Thursday	Friday	Saturday
Start	3:00 AM				5:00 PM	–:–	1:00 AM
Stop	7:00 PM				1:00 AM	–:–	7:00 PM

2. Support Service Measures.

AssetWorks will provide support during normal business hours (8:00 a.m. to 6:00 p.m. ET, Monday through Friday, excluding legal holidays).

Client is responsible for providing all information required to enable AssetWorks to respond to the support request.

AssetWorks’ support team will acknowledge receipt of support requests, gather additional information (if necessary), determine the steps required to reproduce the problem/error and communicate with Client via email and/or telephone as appropriate to respond to and resolve problems.

AssetWorks will assign a qualified member of its staff as appropriate to effectively respond and resolve support requests (e.g., technical support specialist or support manager).

If AssetWorks’ support team estimates that a reported technical issue or business situation requires additional attention, an internal management escalation procedure will be followed. A management escalation process will be enacted when response-time targets are, or will be, exceeded or when dissatisfaction has been reported.

AssetWorks uses the priority level definitions and guidelines set forth below to assist in the prioritization of handling support requests submitted via the AssetWorks support portal.

Table 3 – Priority Levels
Priority Level	Software Status	Impact on Business	Description
Priority 1 – Critical	Down	Severe	Operation Stopped
Priority 2 – Urgent	Up	Significant	Operation Restricted
Priority 3 – Important	Up	Minor	Work-around available
Priority 4 – Minor	Up	Minor or None	Documentation, Help/Training, Feature Request

Table 4 – Support Response
Priority Level Definitions	Response
Priority 1 – Critical: The problem results in extremely serious interruptions to Client’s use of the Software which has affected, or could affect, the entire user community. Tasks that should be executed immediately cannot be executed because of complete unavailability of the Software or interruptions in main functions of the Software.	AssetWorks will assign a qualified member of its staff to begin to diagnose and to correct a Priority 1 problem as soon as reasonably possible, but in any event, an acknowledgement will be provided within one (1) hour. AssetWorks will use commercially reasonable efforts to respond within one (1) hour and resolve Priority 1 problems within one – four (1-4) hours. The technical support specialist will notify the support manager once has a Priority 1 problem has been verified. Ongoing Priority 1 problem statuses are reviewed by the support team daily until a response is delivered.
Priority 2 – Urgent: The problem results in serious interruptions to normal operations or will negatively impact an enterprise-wide production system rollout. In a production system, important tasks cannot be performed, but the problem does not impair essential operations and processing can continue in a restricted manner. In a development system, the problem hinders deployment.	AssetWorks will assign a qualified member of its staff to begin to diagnose and to correct a Priority 2 problem as soon as reasonable possible, but in any event, an acknowledgement will be provided within one (1) hour. AssetWorks will use commercially reasonable efforts to respond within two (2) hours and resolve Priority 2 problems within one – two (1-2) business days.
Priority 3 – Important: The problem causes interruptions in normal operations, but it does not prevent operation of a system, or there could be minor degradation in performance. The problem is attributed to malfunctioning or incorrect behavior of the Software. The problem affects a pilot or proof-of-concept deadline.	AssetWorks will acknowledge a Priority 2 problem within one (1) hour and provide a response within four (4) hours. AssetWorks will use commercially reasonable efforts to resolve Priority 3 problems in the next Maintenance release.
Priority 4 – Minor: The problem results in minimal or no interruptions to normal operations (no business impact). The issue consists of “how to” questions, installation and configuration inquiries, enhancement requests, or Documentation questions.	AssetWorks will acknowledge a Priority 2 problem within one (1) hour and provide a response within four (4) hours. AssetWorks will use commercially reasonable efforts to resolve Priority 4 problems in future Maintenance releases.