Chat with us, powered by LiveChat
Contact Information

Phone: 1.844.752.7737 (Toll Free)
Email: info@jasperpim.com

Ontario Office Address (Headquarters)
74 Fraser Avenue, Suite 200
Toronto, Ontario, M6K 3E1

Austin Office Address
98 San Jacinto Boulevard, 4th floor
Austin, TX 78701

 

Contact Info
New York +(123) 456 -7890 innovio@mikado-themes.com 184 Main Street Victoria 8007
Folow us on social

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. 

  1. 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.
  1. 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

Label 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

Incident Ultralite Lite Standard Plus Enterprise
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

Contact Method Ultralite Lite Standard Plus Enterprise
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

 

  1. 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.