Service Level Agreement
Support Services & Service Levels
Last Updated: Nov 11, 2020
The support services and service levels described below apply to the software services provided by Inroads Analytics, Inc. (“Inroads”) pursuant to an applicable agreement between Inroads and an Inroads customer (“Customer”) that incorporates these terms by reference (“Agreement”). Capitalized terms used but not defined below have the meanings given to them in the Agreement.
Inroads will use commercially reasonable efforts to provide remote technical support for the Software Services during Inroads’ normal business hours. All requests for technical support must be submitted to Inroads within seven days after Customer becomes aware of the applicable issue and must be either sent via email to firstname.lastname@example.org or, if specifically available under the Agreement, reported via telephone using the telephone number provided by Inroads to Customer. Each request must contain a detailed description of the issue(s), the date and time when Customer first became aware of the issue(s), and the name, email address, and telephone number for an appropriate Customer contact.
Incident Response & Resolution.
Inroads will use commercially reasonable efforts to respond to issues that are submitted by Customer as described above in a timely manner appropriate to the severity of the issue. Actual resolution time will depend on the nature and severity of the issue and on the nature of the resolution itself.
Scheduled Downtime & Emergency Maintenance.
Inroads will use commercially reasonable efforts to schedule downtime for routine maintenance of the Software Services during nonpeak hours. If Inroads is required to perform unscheduled emergency maintenance for the Software Services in order to keep the Software Services operational or to correct any unexpected and serious fault or vulnerability in the Software Services, Inroads will use commercially reasonable efforts to notify Customer before performing the emergency maintenance.
The materials appearing on Inroads Analytics, Inc. website could include technical, typographical, or photographic errors. Inroads Analytics, Inc. does not warrant that any of the materials on its website are accurate, complete, or current. Inroads Analytics, Inc. may make changes to the materials contained on its website at any time without notice. Inroads Analytics, Inc. does not, however, make any commitment to update the materials.
Inroads is not responsible for providing support services if: (a) Customer uses the Software Services in combination with any hardware or software not authorized by Inroads in writing or by the applicable documentation; (b) Customer uses the Software Services other than in accordance with the Agreement; (c) Customer uses any release or version of the Software Services other than the most current release or version; (d) the request or need for support services results from Customer’s or its end users’ misuse, abuse, negligence, willful misconduct, noncompliance with regulations, violations of law, or breach of the Agreement; or (e) the request or need for support services results from circumstances beyond Inroads’ reasonable control, including acts of God or nature, actions of the government, fires, floods, strikes, civil disturbances, terrorism, and power, communications, satellite, or network failures. Additionally, Inroads is not responsible for providing any maintenance or support services with respect to any of Customer’s computers, other hardware, operating systems, information technology infrastructure, databases, web browsers, websites, Internet, or wireless networks, nor for any software not licensed by Customer directly from Inroads.
Inroads will use commercially reasonable efforts to make the Software Services available for access and use by Customer at least 99.9% of the time as measured over the course of each calendar month, excluding any unavailability that results from scheduled downtime, emergency maintenance, or any items described in clauses (a) through (e), above.