This Service Level Agreement (SLA) is incorporated into our Client’s Agreement with us. Terms not defined in this SLA have the definitions set out in the Agreement. Remedies set out in this SLA are Customer’s sole and exclusive remedy for issues covered by the SLA. CC may modify this SLA on occasion.
Code Conspirators provides standard support timelines as follows:
Priority 1: Critical Issue: (Response within 2 hours between the hours of 6am and 6pm, and 4 hours between 6pm and 6am, with Resolution ASAP.)
*Special Events: CC will be notified of special events in advance, such as elections, and may require faster or on-demand support.
Production Instance failure, Site down or audience unable to use site, server down, Critical bug (Business Critical), Security Vulnerability, Server Resource shortage, Data Loss, Publishing Console down or prohibitively slow, fix issues that directly affect the use and publishing or other Urgent Requests
Priority 2: Urgent Issue: (Response within 4 hours, with Plan for Resolution within 48 hours).
Website speed notably slow, Business Critical updates, Server side updates, Bugs with Feature or Functionality or Change Requests that impact functioning of website from a user perspective.
Priority 3: Non-urgent Issue (Response within 72 hours).
New Development / Enhancement requests, Content Update, non-critical updates, other support requests
Service Availability
CC provides service availability of 99.9% uptime, calculated on a calendar month basis.
Excused Downtime
Excused Downtime means:
a. Scheduled outages or Force Majeure events
b. Downtime caused by a non-standard environment, Client machine access, Client’s violation of the Agreement including the Acceptable Use Policy, Customer authored code or changes to the Site or Services by parties other than CC, or use that exceeds Client’s plan capacity
c. Emergency maintenance (in order to apply a patch to address a security vulnerability), and
d. Maintenance that is performed in accordance with proper notification lead time.
