Tiger Technology Service Level Agreement
Basic Support
General
Licensee shall be responsible for first-line support, while the Licensor will handle second-level engineering support. In this respect, Licensee shall escalate a matter or an issue with the Licensed Product, in event it may not be resolved by the Licensee’s support team, as first-line of support.
Scope of Services by the Licensor
Support Services
Troubleshooting and resolving support cases, providing technical assistance, answering general usage and operation questions, and conducting source identification and in-depth investigations of issues.
Support Channels
Licensee can access the support services through multiple channels, including a hotline, a ticketing system, or email support.
Service Level
The service level defines the expected timeframes within which the Licensor will respond to and resolve the reported issues, ensuring a timely and efficient support process. Response and resolution times are targets and not guaranteed. Licensee shall be provided with Basic Support Plan.
Service Availability
The support services will be available 24 hours a day, 7 days a week, except during planned maintenance or unforeseen circumstances. This includes round-the-clock availability for issue reporting, assistance, and updates on the status of reported issues, ensuring continuous support coverage for the Licensee’s needs. The following considerations apply to service availability:
Continuous Support
Licensor is committed to providing uninterrupted support services, available round-the-clock to address and resolve reported issues, regardless of the time or day.
Unforeseen Circumstances:
While every effort will be made to ensure continuous service availability, unforeseen circumstances such as system failures, network outages, or other technical issues may occur. In such cases, Licensor will work diligently to restore the services as quickly as possible and minimize any impact on the Licensee’s operations.
Remote and On-Site Support:
Remote support allows for efficient and timely issue resolution without the need for physical presence, while on-site support involves a technician or support representative visiting the customer's location to address the reported issues.
Support Plan
Standard Support
- Response time within 24 hours.Issue Severity: Suitable for non-critical issues that do not significantly impact business operations.
Features:
- Free Software Updates: Regular updates to the software are provided at no additional cost.
- Email Support Only: Support requests are handled through email or web form communication.
Intended Use: Suitable for addressing less urgent problems that do not require immediate attention and are not critical to ongoing business operations.
- Price: Free – included in the standard maintenance fee.
Severity Level Issue Type Definition Acknowledgment Time Status Update Frequency Resolution Objective 1 Critical
System Down
Application outage or severe impairment. Users are unable to access the system, or performance degradation is significant and impacts business continuity. Within 24 hours Every 2 hours Tiger Technology will use commercially reasonable efforts to restore service functionality or provide a viable workaround within 8 hours after issue has been identified. Continuous updates will be provided until service is restored. 2 Important
Impaired Functionality
Key functionality unavailable with no immediate workaround. Service performance is degraded or partially unavailable. Within 48 hours Every 8 hours, upon customer request Tiger Technology will target to resolve or mitigate the issue within 24 hours after issue has been identified. Regular progress updates will be shared to ensure transparency throughout the resolution process. 3 Minor
Service Request / General Inquiry
Minor loss of functionality, configuration request, feature enhancement, or non-critical update. Within 96 hours Upon customer request Resolution timelines and next steps will be mutually agreed upon between the Customer and Tiger Technology based on issue scope and complexity. All response and resolution objectives represent commercially reasonable efforts under the Standard Support Plan.
Resolution times may vary depending on the complexity of the issue, customer environment, and third-party dependencies.
Tiger Technology reserves the right to modify response times and communication intervals as part of continuous service improvement, with prior notice to the customer.
Rights and Obligations
Service Provider Rights:
Support Scope Definition: Licensor maintains the right to explicitly define the scope of support services, including the systems, technologies, and issues covered by the Agreement.
Incident Prioritization: Licensor will prioritize issues and assign attention and resources depending on their impact on the Licensee's business operations and the priority levels.
Access to Information: Licensor reserves the right to seek from the Licensee any information or access required to carry out the agreed-upon services successfully.
Service Suspension: Licensor may suspend the Licensee services in the event of late payment, a breach of the Agreement, or unlawful activity.
Resource Allocation: Licensor maintains the right to manage and distribute resources as needed to ensure overall service quality and efficiency.
Service Modification: As part of its continuing product lifecycle management, the Licensor may alter, improve, or discontinue service features, as long as customers are notified within a reasonable timeframe.
Access to Client Systems: If necessary for service fulfillment or troubleshooting, the Licensor may seek access to the Licensee’s systems, software, or hardware. Licensor has the right to decline service requests that are beyond the scope of herein.
Licensor Obligations:
Service Delivery: Licensor is obligated to deliver services that meet or exceed the performance and quality metrics as defined herein.
Designated Remote Support Application: Licensor has designated TeamViewer as the official remote support application for facilitating remote sessions. Licensee agrees to install, maintain, and authorize access to TeamViewer for remote assistance services.
Licensee’s Customer Rights:
Service Quality: Licensee has the right to receive the quality of service as outlined herein and to request service credits or penalties should the Licensor fail to meet these requirements.
Licensee’s Obligations:
Timely Payment: Licensee is obligated to make timely payments for the services received as per the terms of this Agreement.
Mutual Rights and Obligations:
Confidentiality: Both parties agree to treat any confidential information received from the other party as sensitive and proprietary and to protect it from disclosure to third parties.
Communication
The IT support team will provide regular updates on the status of reported issues until they are resolved:
Regular Updates: The IT support team will provide timely updates on the status of reported issues throughout the resolution process.
Updates will be provided at predefined intervals or whenever there is a significant development or change in the status of the issue. These updates will help keep the customer informed about the progress being made.
Preferred Communication Method: The Licensee’s preferred method of communication will be considered. This can include options such as a hotline, a dedicated ticketing system, or email support.
The IT support team will ensure that updates and information are delivered through the Licensee’s preferred channel to facilitate seamless communication.
Issue Tracking: A robust ticketing system will be implemented to track and manage reported issues. Each reported issue will be assigned a unique ticket number, which will serve as a reference for both the customer and the support team.
The ticketing system will allow the Licensor to easily track the progress of their reported issues and provide additional information or updates, if necessary.
Response Time Expectations: Clear expectations regarding response times will be established and communicated to the Licensee. This includes the initial acknowledgment of the reported issue and subsequent updates throughout the resolution process.
By setting response time expectations, the Licensee can have a clear understanding of when they can expect to receive updates on their reported issues.
Service Credits
In the event of a breach of obligations herein by Licensor, where the agreed-upon response or resolution times are not met, Licensor may offer service credits to the customer as a form of compensation. Service credits are intended to provide a fair remedy for any inconvenience or impact caused by the breach.
The following guidelines apply to service credits:
- Calculation: Service credits will be calculated as a percentage of the monthly or yearly fees for the affected service. The specific percentage will be determined based on the severity and duration of the breach.
- Application: Service credits will be applied as a deduction or discount from future invoices or subscription fees.
- Eligibility: Service credits will be offered at the discretion of Licensor and will be evaluated on a case-by-case basis.
- Limitations: Service credits are subject to certain limitations. They cannot be used to offset or replace fees for other services or products offered by Licensor that are not directly related to the breached obligations herein. Additionally, service credits are not transferable or redeemable in cash.
- Communication: In the event of a breach of obligations under Exhibit and the determination that service credits will be offered, Licensor will promptly notify the customer about the decision and the details of the service credits.
Clear communication will be maintained to ensure transparency and understanding between both parties.
Service credits serve to acknowledge and address any shortcomings in meeting of the agreed upon commitments herein.
Licensor is committed to providing quality support services and will take prompt action to rectify any breaches and provide appropriate compensation to the Licensee.
Services not explicitly described herein
Any services or support activities that are not specifically mentioned herein are excluded and may require separate agreements or arrangements.
Contacts
Technical Support 24/7 Email - support@tiger-technology.com