Service Availability & Production Support Policy
These service level terms set forth the Livefyre Inc. (“Livefyre”) policies and procedures with respect to any services (the “Service”) ordered by a customer (“Customer”) pursuant to an order form and the Livefyre API terms of service (collectively, the “Agreement”). “Customer Site” means the Customers websites that have subscribed to the Service pursuant to the Agreement.
1. Support; Service Availability
Livefyre will provide Customer with 99.9% availability to the Service (the “Service Availability”) and provide email support for the Service to Customer on a 24x7x365 basis (“Service Support”). Service Support shall only include assistance with issues that are exclusively due to an error with the Service (i.e., a failure of the Service to conform to the written specifications provided by Livefyre). Any support outside the scope of Service Support (including, without limitation, issues related to the Customer Site) shall be provided by Livefyre on a time and materials basis. The Service Availability will be measured on a quarterly basis, with all hours weighted equally, but the Service Availability measurement will exclude reasonable scheduled downtime for system maintenance as well as any downtime resulting from outages of third party connections or utilities or other reason beyond Livefyre’s control (including without limitation, acts of God, acts of government, flood, fire, earthquakes, civil unrest, acts of terror, strikes or other labor problems (other than those involving Livefyre employees), computer, telecommunications, Internet service provider or hosting facility failures or delays involving hardware, software or power systems not within Livefyre’s possession or reasonable control, and denial of service attacks). If the Service is unavailable to Customer due to defects with the Service beyond the Service Availability metric, then, as Customer’s sole and exclusive remedy and Livefyre’s sole liability, Livefyre will provide Customer a credit for the subsequent Service billing cycle as follows:
In order to receive downtime credit, Customer must notify Livefyre in writing within seventy-two (72) hours from the time of downtime, and failure to provide such notice will forfeit the right to receive downtime credit. If the Agreement is terminated, such that the above credit cannot be applied, Customer will have the option to receive up to one free month of Service as its sole remedy in lieu of such credit.
2. Production Support
A. Problem Classifications and Definitions
P1 – Critical
|1) Service is completely unavailable or performance is so poor as to render the Service unusable
2) Data security breach or hack (whether actual or suspected) or attempted data security breach.
3) End user issue on the Customer Site relating to the Service that is a critical issue under the applicable contractual Escalation Procedure or is reasonably determined by Customer to be a critical end user issue (including, without limitation, threat of imminent violence).
P2 – High
|A major functionality of Service is unusable which results in limited functionality and affects a large number of users|
P3 – Medium
|There is a loss of a function or resource of the Service that does not seriously affect Service functionality on a Customer Site.|
P4 – Low
|All other problems with the Service on a Customer Site other than those falling within the categories above, including feature requests.|
B. Support and Escalation Process
Our support process is triggered by email and generates support tickets with different levels of personnel escalation depending upon classification. This is a highly automated system that ensures that your issue is routed to the appropriate individual in the least amount of time possible, and so that issues can be tracked to completion. For ALL issues, please send an email to firstname.lastname@example.org with the appropriate classification in the subject line (e.g. Slow load for domain.com – P2). If you do not include the appropriate classification (e.g. P4, P3, P2, P1) in the subject line of your email, the necessary escalation will not occur. Please be sure to include a detailed description of the issue in the body of your message – the more detail provided the better we will be able to troubleshoot. This may include screenshots, error messages or logs, system and/or browser information, etc. if available and/or useful. Please reserve the P1 classification for critical issues as described above. The P1 classification is escalated to multiple personnel, regardless of time of day.
C. Problem Escalation and Resolution Criteria
Livefyre will use commercially reasonable efforts to resolve technical issues based on the response and resolution timeframes for each classification set forth below.
|Classification||Response Time||Target Resolution||Status Updates|
|P1 – Critical||30 minutes||Within 4 hours||Every 30 minutes|
|P2 – High||2 hours||Within 12 hours||Every 4 hours|
|P3 – Medium||Next business day||Next bug fix or production release, if applicable||Daily|
|P4 – Low||2 business days||TBD on a case by case basis||Weekly|