"Business Hours" shall mean the following hours during Business Days; a) for EU/EEA located Customers 08.00-16.00 Greenwich Mean Time (GMT), b) for US located Customers 08.00-16.,00 Eastern Time (ET), and c) for Customers who elect a global data region for the processing of their data, the hours shall include the combined support hours at a) and b) above.
"Business Days" shall for the purpose of this SLA mean Monday through Friday, excluding weekends and public holidays.
"Error(s)" shall for the purpose of this SLA mean reproducible failures in the Attensi Platform that (a) prevent the Attensi Platform to substantially conform to the Documentation or (b) prevent Customer's access to the Attensi Platform.
“1st Line Support” shall for the purpose of this SLA mean the main contact point for any support related queries for Authorised Users and include resolving of issues related to access and use of the Attensi Platform. 1st Line Support is provided by Superusers only.
“2nd Line Support” shall for the purpose of this SLA mean any issues which fall outside of 1st Line Support, or which remain unresolved following 1st Line Support.
“Monthly Service Availability” shall for the purpose of this SLA mean the total uptime of the Attensi Platform during a given calendar month.
“Superusers” shall for the purpose of this SLA mean the appointed customer representatives responsible for providing 1st line support within their organization.
"Update(s)" shall for the purpose of this SLA mean updates, upgrades, enhancements, and any other major improvements that Attensi generally offers to the users of the Services.
Excluding scheduled maintenance windows, Attensi will use commercially reasonable efforts to provide the Services with a Monthly Service Availability of at least 98%. The Monthly Service Availability will be calculated for the Attensi Platform as a whole.
Excluding planned maintenance periods, in the event the Monthly Service availability drops below 98% for two consecutive months, Customer may terminate the Service in the calendar month following such two-month period upon written notice to Attensi.
The following circumstances shall not be deemed as unavailability:
Customer’s Superusers shall provide 1st Line Support to Authorised Users. Attensi shall provide 2nd Line Support to Superusers. The Customer shall name Superusers to which Attensi shall provide 2nd Line Support. The number of agreed Superusers will be 2, unless otherwise stipulated in the agreement between the Parties. Attensi will only provide support to the stipulated Superuser(s) and such support will be capped at 20 hours, unless otherwise explicitly agreed.
Support is provided in English and Norwegian only.
Attensi will use commercially reasonable efforts to correct Errors within forty-eight (48) Business Hours of notification. Attensi will utilize remote diagnostic procedures whenever possible for Error diagnosis, and correct Errors through bugfixes or workarounds.
The following type of support is available for the Superusers: