SERVICE LEVEL AGREEMENT
Support Services: Relay will provide the following Support Services: in response to Customer’s report of any technical issue in the accessibility or performance of a function or component of the Services which is under Relay’s control (a “Service Issue”), Relay will make reasonable efforts to provide a fix, work-around, an update or such other solution to such Service Issue, all at Relay’s discretion. Each report of a Service Issue must be accompanied by information sufficient to enable Relay to verify and resolve the Service Issue.
Support Services will be provided in accordance with the priority levels and response times set forth below. For avoidance of doubt, the Support Services do not cover, use of the Services not in accordance with the Agreement or Documentation, interoperability with third-party software, hardware or network support, the sale, solicitation, or negotiation of insurance or reinsurance, the discussion of specific terms of insurance or reinsurance, or the collection or transmission of any insurance or reinsurance premium. Customer shall be obligated to provide accurate and up-to-date information as required by Relay for performing the Support Services, make a representative available for resolving service-related incidents or requests, paying fees and costs pursuant to the Agreement and any applicable Order, and keeping all user information related to individual access to the Services confidential, including never sharing login credentials across multiple users.
“Response Time” means that Relay will, within the timeframes listed below, report back to the customer with an assessment or evaluation of the Service Issue. After responding to customer, Relay will, taking into consideration the relevant “Priority Level,” aim to provide a solution as quickly as reasonably possible. The Priority Level will be determined by Relay at its discretion.
The email address for requesting support is: [email protected]
The phone number for requesting support is: +1 (888) 346-0308
|
Priority Level |
Response Time |
|
Critical Level Service Issue – unavailability of the Platform. |
Response within twenty-four (24) hours. |
|
High Level Service Issue – Services are working, but certain functionalities of the Services are unavailable. |
Response within one (1) to five (5) business days. |
|
Low Level Service Issue – Service Issue with little or no influence on the Services functionality, or a request for information or “How To” question. |
Response within ten (10) to fifteen (15) business days. |
Availability: Relay warrants the Services will be generally available 99.5% of the time per calendar month, with the exception of any planned downtime of which Relay gives advance notice and any unavailability caused by circumstances beyond Relay’s reasonable control. Relay will use commercially reasonable efforts to schedule all planned downtime during the weekend hours and will not be obligated to give notice for such downtime during the weekend hours.