Service Level Agreement

//Service Level Agreement
Service Level Agreement2017-10-12T11:25:30+00:00

Software Technical Support and Availability: Customers may contact Abre for software technical support, including reporting service problems, by utilizing Abre Support Chat feature or by sending an e-mail to [email protected] Abre support will be available 9 AM – 7 PM Eastern Standard Time in the United States (“EST”) Monday through Friday, excluding United States holidays. Support requests initiated outside of these hours will be taken up the following business day. For example, a service interruption reported on Friday at 6 PM EST will be investigated at 9 AM EST the following Monday. Support requests will be handled using the following procedures:

Priority Impact Resolution Time
1 Critical Service outage or a major application problem making it impossible to use the software. 3 hours
2 Major A large number of customers are impacted and no workaround exists. 8 hours
3 Ordinary Impact on a small number of customers or impact on a large number of customers, but a workaround exists. Abre will provide the Customer with an estimated resolution timeline within 24 hours.
4 Low No impact on customers; typically takes the form of an enhancement to the software or a request for a new feature. Abre will confirm receipt of the email and provide the Customer with an estimated timeline as one becomes available.

The Customer understands and acknowledges that occasional temporary interruptions of any Internet services may occur as normal events in the provision of Internet services. The Customer further understands and acknowledges that access to the Abre Software is being provided by a third party hosting provider and under no circumstances will Abre be held liable for any financial or other damage due to interruptions outside of the control of Abre.

On rare occasions Abre.io may conduct a scheduled pause of services in order to perform system maintenance. Abre.io will provide 72 hour notice to customers of any scheduled downtime.