(a) Demandbase will provide the Demandbase ABM Platform in a manner consistent with general industry standards, which includes reasonable Demandbase ABM Platform interruptions due to Excusable Delays or scheduled maintenance. The Demandbase ABM Platform may be temporarily unavailable for scheduled maintenance or for unscheduled emergency maintenance, or because of other causes beyond Demandbase’s reasonable control (collectively referred to as “Excusable Delays”). Except for reasonable Demandbase ABM Platform interruptions due to Excusable Delays or regularly scheduled maintenance, the Demandbase ABM Platform shall be available not less than 99.5% of the time, on a monthly basis.
(b) Demandbase will provide the following support to Customer related to the Demandbase ABM Platform for the duration of the Agreement: (a) email and telephone support regarding operation and use of the Demandbase ABM Platform during Demandbase’s normal business hours (6:00AM to 6:00PM PT), and (b) programming or other workaround to correct any demonstrated or replicate such errors in the Demandbase ABM Platform necessary to enable reasonable use of the Demandbase ABM Platform. Customer should promptly report any errors in the operation of the Demandbase ABM Platform to Demandbase.
(c) Demandbase shall endeavor to achieve the Availability as set forth in (a) above. For any initial failure to achieve Availability in a rolling 6 month window, a 30 day cure period will be permitted to allow Demandbase to remedy the situation. Any subsequent failures to achieve the SLA within the window will trigger a service credit as stated below:
(i) Customer shall monitor Availability using the Demandbase website, and shall notify Demandbase within 10 days after the end of the preceding month of any failure. At the time of the upcoming expiration of each subscription period, Customer shall provide a report with reasonable documentation which outlines the Availability during the previous period. Demandbase shall review such report in good faith and if valid, credit to Customer a prorated portion of the Fees paid based on the failure to achieve the Availability guarantee, calculated as follows:
Between 95% and 99.4% – 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 the subscription, such credit shall be applied to the upcoming renewal period, or if Customer decides not to renew, the credit shall be forfeited.
(d) Demandbase Support Procedures: For each specific 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 to provide it on any subsequent contact regarding the particular issue.
(e) Support Response Times: A response means that Demandbase answers Customer’s call or email request, or acknowledges the issue. In some cases, Demandbase support may need to obtain additional information from Customer in order to resolve the issue. Response times depend on the severity level of the issue. The support engineer will determine the problem’s severity level based on guidelines listed below during business hours (6:00 AM PT – 6:00 PM PT). Tickets will be routed directly to the Support Engineers on duty. In high volume scenarios, an acknowledgement of the issue may be provided by the Demandbase System Status page located at https://status.demandbase.com/ instead of by a support engineer. Status updates and responses will also be provided by email for those who “Subscribe to Updates” via the status page.
(f) Severity Level Definitions: The table below outlines the different severity levels of support requests, the recommended method of contact for each severity level, and the associated target initial response time. These response times apply to all support requests submitted within normal support hours of 6:00 AM PT – 6:00 PM PT.
|Severity Level||Description||Recommended Contact Method||First Response Time|
|Critical||System is inoperable, not functioning. Examples: API is down, Platform is down.||Click “Submit a Request” in the knowledge base located at https://support.demandbase.com and select a priority value of “Critical” or email firstname.lastname@example.org and indicate “CRITICAL” in subject line.||Within 2 business hours|
|High||Problem impact is high; production systems are severely impaired. Examples: Configuration issue.||Click “Submit a Request” in the knowledge base located at https://support.demandbase.com and select a priority value of “High” email email@example.com and indicate “HIGH” in subject line.||Within 4 business hours|
|Normal||Issue is not a loss of service. A workaround is available. Examples: product enhancements, usage questions, change requests and cosmetic problems.||Click “Submit a Request” in the knowledge base located at https://support.demandbase.com and select a priority value of “Normal”, email firstname.lastname@example.org.||Within 6 business hours|