Perfect Scale Service Level Objective (SLO) for Support

Advanced Plan — Company will provide Technical Support to Customer via electronic mail on weekdays during the hours of 9:00 am through 5:00 pm East Coast time, with the exclusion of Federal Holidays ("Support Hours").

Expert Plan — Company will provide Technical Support to Customer via electronic mail on weekdays during the hours of 00:00 am through 10:00 pm East Coast time, with the exclusion of Federal Holidays ("Support Hours"). A dedicated support representative will be assigned to the customer to assist with extracting the full value of the product and act as customer liaison.

Customer may initiate a helpdesk ticket during Support Hours by emailing [email protected].

Company will use commercially reasonable efforts to respond to all Helpdesk tickets within one (1) business day.