This Service Level Agreement document describes responsibilities for provision of support services to Clients who have purchased subscriptions to use the Schema App Service and whose subscription agreements are still active.

Schema App shall use commercially reasonable industry-accepted measures to resolve errors and interruptions to the Schema App Service. The Schema App Service may be temporarily unavailable for scheduled maintenance or for unscheduled emergency maintenance. Schema App shall use commercially reasonable efforts to provide Client notice in writing or by email, in advance of any scheduled Service disruption. 

Schema App will undertake to correct any and all reproducible errors in the Schema App Service which are reported by Client to Schema App.

Schema App personnel will be available by email to answer questions regarding the use of Schema App for up to three 3 designated Client employees, and to help such Client employees identify, verify, and resolve errors with the Schema App Service. Email support will be made available Monday through Friday from 9:00 a.m. to 5:00 p.m., Eastern Standard Time, excluding statutory holidays in Canada observed by Schema App.

Schema App will respond to Client requests for support in accordance with the guidelines below:

Priority Level Description: Response Time
Severity 1 The Schema App Service is not available, including cache with existing data. 24 hours

Severity 2 Users are unable to access or use of the Schema App Service 48 Hours
Severity 3 Ability to use or access the Schema App Service is limited but still functional.   5 Business days

Severity 4 (Feature Request) Information is requested about the Schema App Service’s capabilities or requests are made for additional features or functionality Standard Business hours

Error Resolution.  If a Severity 1 or 2 issue occurs, Schema App will assign a technical support person to evaluate and if necessary correct such error and update Client within a reasonable time period having regard to the availability of support personnel and other business commitments that Schema App may have.  Schema App will use reasonable efforts to correct the issue in an expeditious manner and as soon as reasonably possible having regard to the availability of support personnel.

Online Documentation.  Schema App will maintain online user and technical documentation to assist Clients in configuring and troubleshooting.

Updated August 17th, 2018

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