DosedDaily will provide Technical Support to Customer via electronic mail on weekdays during the hours of 9:00 am through 5:00 pm Eastern time, with the exclusion of Federal Holidays (“Support Hours”). In addition, institutional customers may be provided with a helpline for use by their administrators.
Customer may initiate a helpdesk ticket during Support Hours by emailing firstname.lastname@example.org.
DosedDaily will use commercially reasonable efforts to respond to all Helpdesk tickets within one (1) business day.
DosedDaily is responsible to ensure that the performance of the software is maintained in accordance with all Specifications. “Specifications” means all customer-specific DosedDaily published or established functional criteria that DosedDaily makes available to its customers generally. DosedDaily problem response and resolution performance will be in accordance with the table contained herein.
The Software will be operational and functional 99% of the time, 24 hours per day, 7 days per week. measured monthly, excluding holidays and weekends and scheduled maintenance. Further, any downtime resulting from outages of third party connections or utilities or other reasons beyond DosedDaily's control will also be excluded from any such calculation. DosedDaily's blocking of data communications or other DosedDaily Service in accordance with its policies shall not be deemed to be a failure of DosedDaily to provide adequate service levels under this Agreement.
Each request for unscheduled service by Customer shall be classified by DosedDaily in its sole discretion as a “Priority One”, “Priority Two” as follows:
|Problem Priority||Response Time Service Priority||Resolution Time Service Priority|
|Priority 1||DosedDaily will respond and commence efforts to fix Priority 1 problems within 60 minutes of Customer reporting the problem||DosedDaily will use best and continuous efforts, during normal business hours to provide a fix no later than three business days.|
|Priority 2||DosedDaily will respond and commence efforts to fix Priority 2 problems within 120 minutes of Customer reporting the problem||DosedDaily will use commercially reasonable efforts, during normal business hours to provide a fix no later than three business days.|
If DosedDaily fails to maintain the Software in accordance with the provisions of this Attachment 1 in any material respect, Customer will have the right, as its sole and exclusive remedy, to terminate its use of the Software in accordance with the provisions of Section 4 (D) (ii) of the Agreement, and may do so upon sixty (60) days written notice to DosedDaily if the defect has not been cured in that timeframe.