Service Level Terms

Service Level Terms version 23 February 2024

For agreements entered into on or after 15 February 2024 this Service Level Terms (“SLT”) will apply. 

 

Technical Support:  

Technical Support

Murmuratto provides technical support to assist customers in its use of its SaaS Software, to resolve Errors, and to communicate information and provide notices regarding the SaaS Software (“Support”).   

For purposes hereof, “Error” shall mean technical problems causing the SaaS Software not to conform to the terms of the Order and/or SaaS Software Documentation.

Phone Support

Murmuratto shall provide telephone Support during standard business hours from 9 AM Monday through 5 PM Friday, EST, excluding Murmuratto recognized holidays (“Business Hours” or “Business Day” as applicable). Murmuratto’s Support line can be reached by dialing +1 877 786 4090 or, where applicable, the direct number for Customer’s assigned support representative. Customer can also engage Murmuratto’s Support team by sending an email to support@murmuratto.com .  In addition, Murmuratto provides technical Support through an automated process, on an emergency basis (24×7) for the SaaS Software for Severity Level 1 Errors.

Email Support

Customer can also engage Murmuratto’s Support team by sending an email to support@murmuratto.com. 

Administration

Customer has access to the basic administration services outlined below.

      • User maintenance (admin provisioning, password resets)

      • Troubleshooting assistance

      • Response to general inquiries

    Customer’s licensed users with the “Super User” role can manage Customer’s other licensed users and teams.

    Support Case Severities and Initial Response Times 

    Murmuratto shall endeavor to respond to a report of an Error notified by Customer within the time frames specified below based on the Severity Level.

    Severity Definition Standard Initial Response Time
    Severity Level 1 – “Critical”  Failure in the production operation of the Murmuratto SaaS Software causing severe impact on ability to access Murmuratto’s SaaS Platform and/or use business critical functionality of the SaaS Software. No acceptable workaround in place. 4 Business Hours
    Severity Level 2 – “High”  Intermittent failure in the production operation of the Murmuratto SaaS Software that causes moderate degradation in performance or functionality, resulting in an operational impact on ability to access Murmuratto’s SaaS Platform and/or use business critical functionality of the SaaS Software. No acceptable workaround in place. 8 Business Hours
    Severity Level 3 – “Medium” Minor impact in the production operation of the Murmuratto SaaS Software where the SaaS Software is operational, but a technical issue exists that may need resolution.  This includes issues where an acceptable workaround is usually available and/or a documentation issue exists. 2 Business Days
    Severity 4 – “Low”  Low or no impact in the production operation of the Murmuratto SaaS Software where the issue(s) do not impede operations and are limited to user questions and enhancement requests. 5 Business Days

    Service Level:

    Availability Guarantee.   Murmuratto shall endeavor to maintain the Availability Percentage (as defined below) of the SaaS Software at or above ninety-eight percent (98%) during any calendar month. Availability Percentage” is expressed as the percentage defined as (i) the total number of minutes in a calendar month less any Downtime (as defined below) during any particular calendar month divided by (ii) the total number of minutes during such calendar month. Downtime” is expressed as the number of minutes during a particular calendar month that the SaaS Software does not respond to a request from the SaaS Platform point of demarcation (i.e. the outbound firewall/VPN device) but expressly excludes any downtime resulting from (i) any planned maintenance and support, not to exceed 8 hours per calendar month, which shall generally occur on average twice per calendar month during maintenance windows between the hours of 7PM EST and 5AM EST or on non-Business Days (which Murmuratto shall notice on the SaaS Platform or provide notice via email at least 3 Business Days in advance) or such other mutually convenient time as agreed upon between the parties; (ii) an event of Force Majeure as described in the Agreement; or (iii) events outside Murmuratto’s control including without limitation internet failures or issues caused by Customer’s software or systems.