JASPER PIM SERVICE LEVEL AGREEMENT
Last Revised: April 30, 2020
This Jasper PIM Service Level Agreement (“SLA”) is made between Customer and Jasper Interactive Studios, Inc. (“Jasper”) as of the date of “acceptance” by Customer of the Jasper PIM Subscription Service Agreement (SSA). Capitalized terms have the meaning specified in this SLA.
- SERVICE COMMITMENT. Jasper will make the PIM available with a “Minimum Uptime Percentage” of at least 98.5%, in each case during any monthly billing cycle.
- TECHNICAL SUPPORT AND INCIDENT RESOLUTION. Jasper will provide Customer with technical support for the PIM pursuant as set forth below:
Support or Incident Terminology Definition
|Tier3 Incident – System Impaired||Customer cannot access PIM or is experiencing significant performance degradation|
|Tier2 Incident – Critical||Customer can access PIM, however one or more significant features are unavailable such as the ability to process orders or for Customer’s customers to complete a purchase|
|Tier1 Support – Non Critical||Other error, feature handicap that does not prevent Customer from accessing a significant feature of the PIM. Also covers general questions about PIM operation.|
|12 Hour Priority Telephone Support||Customers of the Jasper SaaS PIM Plus and Jasper SaaS PIM Enterprise product tiers may contact Jasper Support by telephone at 1-844-7JASPER (1-844-752-7737). Telephone support is available from the hours of 8:00am central time and 8:00pm central time.|
|Jasper Knowledge Base & Ticketing System||24 x 7 access to Jasper how-to articles and community knowledge base. Includes ticketing system for all customers to report incidents or submit product inquiries. Accessible via: http://support.jasperpim.com|
Support or Incident Response Times by Product Tier
|Tier3 Incident – System Impaired||< 6 hours||< 4 hours||< 1 hour||< 1 hour||Custom $$|
|Tier 2 Incident – Critical||< 12 hours||< 8 hours||< 4 hours||< 2 hours||Custom $$|
|Tier1 Support – Non Critical||< 24 hours||< 24 hours||< 12 hours||< 6 hours||< 4 hours|
Support Contact Methods by Product Tier
|Online Live Chat||N/A||N/A||Yes||Yes||Yes|
|12 Hour Priority Telephone Support||N/A||N/A||N/A||Yes||Yes|
|Jasper Knowledge Base & Ticketing System||Yes||Yes||Yes||Yes||Yes|
- Limitation of Liability.
IN NO EVENT WILL JASPER BE LIABLE FOR ANY LOSS OF USE, LOSS OF DATA, INTERRUPTION OF BUSINESS, DOWNTIME, LOST PROFITS OR ANY INDIRECT, SPECIAL, PUNITIVE, INCIDENTAL, OR CONSEQUENTIAL DAMAGES OF ANY KIND REGARDLESS OF THE FORM OF ACTION WHETHER IN CONTRACT, TORT (INCLUDING NEGLIGENCE), STRICT PRODUCT LIABILITY OR OTHERWISE, EVEN IF IT HAS BEEN ADVISED OF THE POSSIBILITY OF DAMAGES. CUSTOMER ASSUMES ALL RESPONSIBILITY FOR DETERMINING WHETHER THE SERVICE AND PIM IS ACCURATE OR SUFFICIENT FOR THE CUSTOMERS’ PURPOSES. IN NO EVENT WILL JASPER’S TOTAL LIABILITY TO USER EXCEED US$100.00.