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Demandbase ABM Platform Availability and Support Services

Demandbase ABM Platform Availability

(1) Demandbase provides the ABM Platform in a manner consistent with general industry standards. The ABM Platform may be temporarily unavailable for scheduled maintenance or for unscheduled emergency maintenance required to address material events which occur outside of Demandbase’s reasonable control (collectively referred to as “Permissible Downtime”). Except for Permissible Downtime, the ABM Platform shall be available not less than 99.5% of the time, on a monthly basis (“Minimum Availability”).

(2) For any initial failure to achieve Minimum Availability in a rolling 6 month window, a 30 day cure period will be permitted to allow Demandbase to resolve the situation. Any subsequent failures to achieve the SLA within the window will trigger a service credit as provided below.

(3) Customer shall monitor availability using the Demandbase website, and shall notify Demandbase within 10 days of any failure to meet the Minimum Availability in the preceding month. Prior to the expiration of a subscription period, Customer shall provide a report detailing any failures to meet the Minimum Availability during the subscription term. Demandbase shall review such report in good faith and if valid, credit to Customer a prorated portion of fees paid based on the failure to achieve Minimum Availability, calculated as follows:

Between 95% and 99.49% – 5% of the monthly fee,
Between 90% and 94.99% – 15% of the monthly fee,
‹ 90% – 25% of the monthly fee

In the event Customer renews its subscription, any credit shall be applied to the upcoming renewal period. If Customer decides not to renew, the credit shall be forfeited.

Support Services

(4) Demandbase provides the following support to Customers during Demandbase’s normal business hours (1:00 a.m. to 6:00 p.m. Pacific Time Monday through Friday): (a) support of the operation and use of the Demandbase Services in connection with, and response to, support requests submitted via the customer support portal , and (b) the creation of fixes and workarounds to correct any demonstrated errors. Customers should promptly report any errors in the operation of the Demandbase Services to Demandbase.

(5) Demandbase Support Procedures: For each unique support request, Demandbase Support creates a support case and assigns the case a support case ticket number. (If Customer calls or emails with several different issues, Demandbase may create different numbers to track each issue.) Customer is responsible to take note of each ticket number and provide it on any subsequent contact regarding the particular issue.

(6) Initial Response: A first response means that Demandbase answers or acknowledges Customer’s support portal submitted request. In some cases, Demandbase Support may need to obtain additional information from Customer in order to resolve the issue. Targeted First Response Times depend on the priority level of the issue. The support engineer will determine the problem’s priority level based on guidelines listed below.

(7) Priority Level Definitions: The table below outlines the different priority levels of support requests for Standard service levels and the corresponding target initial response times. These response times apply to all support requests submitted via the customer support portal.


Priority Level Description Contact Method Targeted Initial Response Time
Urgent System is inoperable and not functioning. Examples: API is down, Platform is down. Click “Submit a Request” in the knowledge base located at and select a priority value of “Urgent” Within 2 business hours
High Business impact is High. Production systems are severely impaired. Examples: Configuration issue. Data not syncing. Click “Submit a Request” in the knowledge base located at and select a priority value of “High”. Within 4 business hours
Medium Business Impact is minimal. Issue is not a loss of service. A workaround is available. Examples: How-To, Usage questions, Change requests, Misidentification. Click “Submit a Request” in the knowledge base located at and select a priority value of “Normal” Within 6 business hours
Low No Business Impact. The issue is cosmetic. Examples: Spelling Errors, Product enhancement requests. Click “Submit a Request” in the knowledge base located at and select a priority value of “Low”. Within 12 business hours