Support and SLA Terms

‍ SERVICE LEVEL AGREEMENT

1. Technical Support.  
   
   1. GoodUnited will provide customer support service by email and phone ("Support Services") Monday through Friday (excluding GoodUnited holidays listed below), from 8:00 a.m. until 5:00 p.m. (Eastern Time). Support Services will be limited to issues surrounding suspected errors or failures in the Software, and general questions regarding usage of features of the Software.
      
      1. New Year’s Day
      2. Good Friday
      3. Memorial Day
      4. Independence Day
      5. Labor Day
      6. Thanksgiving Day
      7. Day after Thanksgiving Day
      8. Christmas Day
   2. Client agrees to perform tasks as reasonably requested by GoodUnited to aid in the resolution of any suspected problems. Prior to contacting GoodUnited, Client will take reasonable steps to verify issues reported by end users and to confirm that issues are associated with the Software and not with Client’s computing or networking infrastructure.
   3. GoodUnited will have no liability for, and has no obligation to provide support for, any errors, defects, or downtime caused by third-party hardware, materials or software, including without limitation Facebook Messenger.‍
2. ‍Support Levels

Subject to Section 1, GoodUnited will use commercially reasonable efforts to provide Support Services according to the following timelines:

Name

Description

Target Time to Response 

Critical

Defined as an error or defect in the Software that affects delivery of large portions of messages for a campaign, timely achievement of key milestones, or that may pose a significant reputational risk to Client.

GoodUnited will notify Client within 60 minutes of issue identification during normal business hours to address:

○ Issue details

○ Proposed resolution

○ Expected time for resolution

Non-Critical

Defined as an error or defect in the Software that does not pose a significant reputational risk to Client.

GoodUnited will notify Client within 1 business day to address:

○ Issue details

○ Proposed resolution

○ Estimated duration or number of users affected

Future Request

A cosmetic issue or a future feature enhancement request.

Logged and evaluated for roadmap based on market feedback, feasibility and other criteria.

1. Target time to response begins when you notify GoodUnited of an issue.‍
2. ‍Target time resolution is delivered on a commercially reasonable, best-effort basis, and may be delivered as a fix or workaround.
3. In the event the foregoing response times are not met in any two (2) months in any rolling six (6) month period, Client shall be entitled to terminate the Agreement for breach.

3. Uptime Commitments:
   
   1. GoodUnited commits that the Software will be available a minimum of 99% of the time calculated on a monthly basis (the “Uptime Target”) excluding any downtime, unavailability, suspension or termination of the Software, or any other Software performance issues: (i) that result from suspensions or terminations of the Software for any reason allowed in the Agreement; (ii) caused by factors wholly outside of GoodUnited’s reasonable control, including any force majeure event or failure of Internet access; (iii) that result from Client’s or a third party’s actions or inactions (except where GoodUnited failed to implement industry standard safeguards that would have prevent the third party actions); (iv) that result from Client equipment, software or other technology and/or third party networks, equipment, software or other technology; or (v) that result from scheduled maintenance events (collectively, the "Service Agreement Exclusions").  GoodUnited shall use commercially reasonable efforts to schedule maintenance events during off-peak hours.‍
   2. ‍The Uptime Target shall be calculated by dividing the total amount of time the Software was available (i.e. operating without Critical error or defect) by the total number of minutes in the calendar month, less any time the Software was not available due to a Service Agreement Exclusion.  In the event the Software is available for less than the Uptime Target, Client shall be eligible for a service credit equal to a reduction in the following month’s invoice for the percentage of time the Software was not available (excluding Service Agreement Exclusions).  ‍
   3. ‍To be eligible for a service credit, the Client must submit written notice to GoodUnited within thirty (30) days of the month in which the unavailability occurred, that includes: (i) Client’s account name; (ii) the dates and times of each incident of unavailability; and (iii) information reasonably adequate to corroborate the claimed outage, which may include detail as to the nature of the unavailability, including any error messages and/or service logs.  If GoodUnited confirms that the Uptime Target is less than 99% for the month, then GoodUnited will credit the Client’s invoice for the following calendar month. Client’s failure to provide the request and other information as required above will disqualify Client from receiving a service credit; provided that GoodUnited will, in good-faith request additional information to support the request for a service credit if additional information would be sufficient to qualify Client for a service credit. 

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