Service Level Agreement
This Service Level Agreement is subject to the Master Software License Agreement (“MSLA”) between Hyper Labs, Inc. d/b/a Hyperscience and the end user of the Hyperscience Software party thereto (“Licensee”). Capitalized terms used and not otherwise defined herein shall have the respective meanings set forth in the MSLA.
1. SERVICE LEVELS
1.1 Support Obligations and Response Time Service Levels.
1.1.1 Licensee shall promptly report any reproducible problems or errors with the Software (each, an “Error”) to Hyperscience in accordance with this Service Level Agreement (each, a “Support Incident”). Upon receipt of each Support Incident, the Hyperscience support team will promptly confirm receipt of the Support Incident, open a problem ticket with a unique identifier (each, a “Problem Ticket”), and classify the Error in accordance with the priority level classifications below. Hyperscience may request additional information (if necessary) from the Licensee in order to properly determine such classification. Hyperscience will use commercially reasonable efforts to meet the Response Time Service Levels below:
| Priority | Description | Response Time Service Level |
|---|---|---|
| 1 | Critical issue: Document processing is completely unavailable, or system performance is consistently below required levels for an extended period and no workaround exists. | 1 hour |
| 2 | Degraded service: Intermittent issues and reduced quality of performance. A workaround may be available. | 2 hours |
| 3 | General Issue: The Software is operational but non-critical features are unavailable. Includes all issues with lower environments (ex. development, UAT) | 1 business day |
NOTE: Priority 1 and 2 Error Support Incidents do not include development issues or problems in lower environments.
1.2 Escalation Path.
1.2.1 Hyperscience will utilize an internal escalation system to automatically escalate Problem Tickets that have not received a response in accordance with the Response Time Service Levels set forth in the table above. Such Problem Ticket will proceed through the following escalation levels:
A. Customer Support Contact
B. Customer Success Manager
C. Director
D. Vice President
1.3 Service Commitments
1.3.1 Hyperscience will provide support for all Support Incidents Monday through Friday, 9 a.m. EST to 5:30 p.m. EST (subject to Section 1.3.3 below), and will provide support for Priority 1 and 2 Error Support Incidents on a 24/7 basis in accordance with the Response Time Service Levels set forth in Section 1.1.1 above. To submit a Support Incident to Hyperscience, Licensee must submit a Problem Ticket, including a reasonably detailed description of the Error, to Hyperscience using the Hyperscience Customer Portal login provided during implementation.
1.3.2 Hyperscience observes the following U.S. holidays: New Year’s Day, President’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, the day after Thanksgiving Day, Christmas Eve Day, and Christmas Day. In addition to these holidays, the Hyperscience’s offices are closed Christmas Eve Day through New Year’s Day. During the foregoing holidays and periods of office closure, and for Support Instances submitted outside of the Hyperscience standard support hours set forth in Sections 1.3.1 above, Hyperscience will provide support for Priority 1 and 2 Error Support Instances on a 24/7 basis in accordance with the Response Time Service Levels set forth in Section 1.1.1 above, and will respond to Priority 3 Error Support Incident when Hyperscience’s offices re-open. Telephone and email support will be provided on an as-needed basis for Priority 1 and 2 Errors after a Problem Ticket has been submitted in accordance with Section 1.3.1 above.
1.3.3 Licensee shall timely provide any additional information regarding Errors and any related information reasonably requested by Hyperscience.
1.4 Hyperscience reserves the right to modify the terms of this Service Level Agreement from time to time without notice to Licensee. Licensee may view the then-current Service Level Agreement at hyperscience.com/sla. Licensee’s continued use of the Software shall constitute its acceptance of such terms.
Last updated: October 1, 2020