Attribute Service Level Objective (SLO) for Support
Definitions
- "Business Day" means every day of the week, other than Friday, Saturday, or recognized public or religious holiday in Israel when banks are open for business.
- "Business Support Hours" means 9:00AM to 5:00PM IST, during a Business Day.
- "Fault" means an error or failure in the Services to operate in all material respects with the then-applicable Services’ documentation.
- "Support" means the point of contact that is made available to Customer for resolution of Faults as set out in this SLA.
- "Scheduled Downtime" means any period of scheduled maintenance used to perform any changes in the Services from time to time. Scheduled Downtime comprises: (a) planned and scheduled maintenance periods, as notified by Attribute from time to time with reasonable notice; and (b) where necessary, scheduled additional maintenance windows, as agreed with Customer, to implement Customer-approved changes or patches.
- "Services" access and use of Attribute Platform together with related services as described in the principal agreement entered into between the parties to which this SLA is made part.
Support Services
Faults may be reported by Customer to the following email address: [email protected].
The support services shall be provided only in the English language.
When a new Fault is properly submitted to Support, Support shall use reasonable commercial efforts to try to identify the origins of the Fault and to respond to the Customer within the time periods specified in the table below, according to the Fault’s severity level. A Fault’s severity level may be re-evaluated upon submission of a workaround.
| Severity Level | Description | Response Time (Business Hours) |
|---|---|---|
| Critical (P1) | Service is completely unavailable | 1 hours |
| High (P2) | Major functionality impacted, no workaround | 4 hours |
| Medium (P3) | Minor issue, partial impact, workaround is available | 1 business day |
| Low (P4) | General inquiries, feature requests | 1 business days |
For the purposes of the table above "Response Time" means the duration between the time from the Fault being reported by Customer or detected by Attribute, until the time that the on-call engineer has begun to work on the Fault.
SLO Exclusions
Attribute’s obligations hereunder are based on and subject to the Customer: (i) complying with Attribute’s instructions, if any, for performing any corrective action; and (ii) maintaining the connectivity (with acceptable bandwidth) of the Customer’s workstations to the main internet, as well as creating and maintaining firewall definitions and opening required ports that permit access to the Services.
General Support Terms
Attribute’s obligations under this SLO do not include on-site services or training. On-Site services and/or training services shall be provided to Customer by Attribute subject to agreement and an additional payment.