Version 1.0 — Effective 21 June 2019

1. Support Services

1.1 During the term of the Order Form, Enterprise Bot will provide to Customer the applicable Support Services. If Customer has not purchased Medium Package or Large Package, then Small Package will be provided. Support Services do not include: (a) physical installation or removal of the Enterprise Bot Software and any Documentation; (b) visits to Customer’s site; (c) any professional services associated with the Services, including, without limitation, any custom development, data modeling, code review and application architecture/infrastructure design; (d) training; or (e) the set-up, configuration and use of the Services.

 

1.2 Enterprise Bot's obligations do not extend to any ongoing test or training instances of the Services provided to Customer, or Downtime, Issues or errors that are caused by: (i) Third party hardware or software; (ii) Use of the Services in violation of the terms of the Agreement; or (iii) Use of the Services other than in accordance with any Documentation or the express instructions of Enterprise Bot.

 

2. Response Times

2.1 Small Package Response Times. For Customers with Small Package, Enterprise Bot will use commercially reasonable efforts to meet the following target response times during the hours/days, as outlined below.

 

Support Response Time	9AM – 5PM Central European Time Zone Monday – Friday
Support Language	English
Support Access Method	E-mail
Support Response Method	Email
Mission Critical (P0) Critical (P1) Major (P2) Minor (P3) Trivial (P4)	Within 12 business hours Within 24 business hours Within 2 business day Within 4 business days Within 1 week

 

 

2.2 Medium Package Response Times. For Customers who have purchased Medium Package, Enterprise Bot will respond in accordance with the response times below. If Enterprise Bot fails to meet the response times, Customer may be entitled to a Response Time Credit as outlined below.

 

Support Response	24 Hours/Day 365 days/year
Support Language	English
Support Access Method	Web/Phone/Email
Support Response Method	Web/Phone/Email
Number of Support Requests	Unlimited
Mission Critical (P0) Critical (P1) Major (P2) Minor (P3) Trivial (P4)	Within 4 hours Within 8 hours Within 24 hours Within 1 business days Within 1 week

 

 

2.3 Large Package Response Times. For Customers who have purchased Large Package, Enterprise Bot will respond in accordance with the response times below. If Enterprise Bot fails to meet the response times, Customer may be entitled to a Response Time Credit as outlined below.

 

Support Response	24 Hours/Day 365 days/year
Support Language	English or Local language (based on availability)
Support Access Method	Web/Phone/Email
Support Response Method	Web/Phone/Email
Number of Support Requests	Unlimited
Mission Critical (P0) Critical (P1) Major (P2) Minor (P3) Trivial (P4)	Within 2 hour Within 4 hours Within 8 hours Within 3 business days Within 1 week (the above response times apply to cases submitted in English)

 

 

3. Description of Severity Levels

Mission Critical (P0)	Critical production issue affecting all users, including system unavailability, data integrity issues, or bugs having a significant impact. No workaround available.
Critical (P1)	Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality. No reasonable workaround is available.
Major (P2)	Significant loss of functionality. System performance issue or bug affecting some but not all users. A short-term workaround is available, but not scalable.
Minor (P3)	Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; or bug affecting a small number of users or insignificant business impact. A reasonable workaround is available.
Trivial (P4)	No loss of functionality and no need for a workaround.

 

4. Medium Package and Large Package Response Times Credits

4.1 For Customers who have purchased Medium Package or Large Package, if Enterprise Bot fails to meet the response times associated with Medium Package or Large Package, Customer may be entitled to a response time credit as outlined below (“Response Time Credit”).

4.2 Response Time Credits: Customer will be eligible to receive a Response Time Credit, provided that: (1) Customer has purchased Medium Package or Large Package; (2) Customer has opened a support ticket for an Issue; and (3) Enterprise Bot fails to meet the response times for Level 1 and Level 2 support tickets three (3) times during the given calendar month (collectively, a “Response Credit Event”).

In the event that Customer incurs a Response Credit Event, Customer will receive a Response Time Credit of fifteen (15%) percent of the fees paid by Customer for the applicable Medium or Large Package for the month the Response Credit Event occurred. The Response Time Credit will be calculated on a straight-line, pro-rated basis with respect to any fees paid in advance. Notwithstanding anything to the contrary, in no event will the total amount of Response Time Credits exceed 50% of the applicable Medium Package or Large Package fees paid by Customer for the corresponding month. For clarity, for the purpose of calculating Response Time Credits, calendar months are calculated based on Central European Time Zone.

The Response Time Credit is Customer's sole and exclusive remedy for any failure by Enterprise Bot to meet any response time performance obligations pertaining to the Services as set out in this TSA. Customer is not eligible to receive Response Time Credits during any period of time when payments owed are past due.

For Customer Order Forms placed through Enterprise Bot, Response Time Credits will be issued by Enterprise Bot, as determined in its sole discretion, either by applying to future billing cycle(s) or as a refund against annual fees earlier paid.