Last modified: January 31, 2023
ENTERPRISE SUPPORT SERVICE LEVELS
Availability for Subscription Services |
|
Monthly Uptime Percentage |
Monthly Service Credit Percentage |
<99.5% |
10% |
<99% |
20% |
<95% |
100% |
Initial Response Within 2 Hours |
|
Monthly Failures |
Monthly Service Credit Percentage |
< 5 |
10% |
5 or more |
20% |
Escalation of Support Requests Within 8 Hours |
|
Monthly Failures |
Monthly Service Credit Percentage |
< 5 |
10% |
5 or more |
20% |
ONLINE TRAINING ADDITIONAL TERMS
If you purchased or plan to purchase the Online Training Content Library Services see Exhibit D, which defines additional Terms related to your subscription.