V4 - January 26, 2022
The services on this site are offered to you by Dig Insights Inc. parent company of Upsiide which is a registered trademark of Dig Insights Inc. For the rest of this text, Upsiide will be used, but it is understood that Upsiide is a part of Dig Insights Inc.
This Service Level Agreement is supplemental to the general terms and conditions set out in Upsiide’s Master Service Agreement. These terms are subject to change at Upsiide’s discretion so the service levels and procedures set out herein should be reviewed by you from time to time.
1.0 Definitions
Availability and uptime: The percentage of time services are running and accessible to the customer, tracked per calendar year.
Downtime: The total accumulated time the service is unavailable, tracked per calendar year.
Planned Service Outages: To continuously improve Upsiide, occasional planned service outages are required. You will be provided with no less than twenty-four (24) hours advanced notice for planned service outages.
2.0 SLA
Outside of planned service outages, Upsiide will use commercially reasonable efforts to make services are available with an uptime percentage of at least 99.5%.
3.0 Customer Support
Upsiide knows that providing the best possible support to our customers is critical to making our customers successful.
3.1 Contact Information
Knowledge Base: support.upsiide.com
Support Email: support@upsiide.com
Status Page: status.upsiide.com
3.2 Service Scope
The following support options are provided:
Monitored email support
Monitored support tickets through Knowledge Base
Dedicated Customer Success staff (Enterprise only)
4.0 Customer Support Availability
Email/Chat/Support Ticket:
9AM-5PM (EST) Monday - Friday
Customer Success Staff (Enterprise only):
9AM-5PM (EST) Monday - Friday
5.0 Service Requests
Upsiide will provide ongoing support to customers using the approved service support channel and knowledge base resources. When a request or transaction is submitted, Upsiide will authenticate the customer to verify their identity in proportion to the risk of the request or transaction.
In support of services outlined in the agreement, Upsiide will respond to service-related incidents and/or requests submitted by the Customer within the following timeframes:
| Priority | Definition | Response |
|---|---|---|
1 | Product is not available for use or a significant proportion of the contracted functionalities are not available. | Within 1 hour |
2 | One or more critical elements of the Product have ceased to respond completely or respond extremely slowly. No workaround is available. | Within 24 hours |
3 | One or more critical elements of the Product have ceased to respond completely or respond extremely slowly. A workaround is available. | Within 48 hours |
4 | One or more non-critical elements of the Product have ceased to respond completely or respond extremely slowly. | As Upsiide determines in its sole discretion |
6.0 Customer Requirements
Payment of all license fees and other applicable costs at the agreed interval.
Reasonable availability of customer representative(s) when resolving a service-related incident or request.