Support Commitment

This Support Commitment sets forth the terms governing the provision of support services and service levels by SourceDay to Customer and supplements the terms and conditions of SourceDay’s Terms and Conditions, master services agreement, or other applicable agreement that references/incorporates this Support Commitment (“Terms and Conditions”). Capitalized terms not otherwise defined in this Support Commitment will have the meanings specified in the Terms and Conditions.  SourceDay may update this Support Commitment from time to time to reflect changes in SourceDay’s technologies, practices, and other factors. If so, SourceDay will update the “effective date” at the top.

SourceDay shall provide emailed support during business hours of 7am – 7pm Central Time Monday through Friday.

 

1. Service Level Availability

 

• SourceDay shall use commercially reasonable efforts to make the SaaS Services available to Authorized Users, assuming Authorized Users’ hardware, software and internet connections are functioning properly, at least 99.9% of the time during any calendar month, excluding: (i) Planned Downtime and Emergency Outages; (ii) failures of Customer’s or its Authorized Users’ internet connectivity; (iii) Internet or other network traffic problems other than problems arising in or from networks actually or required to be provided or controlled by SourceDay or its hosting provider; (iv) Customer’s or any of its Authorized Users’ failure to meet any minimum hardware or software requirements set forth in the Documentation; and (v) any unavailability caused by circumstances beyond SourceDay’s reasonable control, including without limitation,  acts of God, acts of government, floods, fires, earthquakes, other weather events, war (declared or not), civil unrest, acts of terror, strikes or other non-SourceDay labor problems, or denial of service attacks (“Availability”).

• SourceDay shall use reasonable efforts to provide Customer with at least twenty-four (24) hours’ prior notice posted via the SaaS Services of any planned downtime (“Planned Downtime”), and to the extent practicable, SourceDay shall schedule Planned Downtime during weekend hours (from 6pm Friday to 3am Monday Central Time).
• “Emergency Outage” means an unplanned cessation of the SaaS Service caused by a critical technical or security issue requiring immediate corrective action by SourceDay to avoid significant system, data, or compliance risk. Emergency outages may occur without prior notice.

 

 

2. In the event that SourceDay fails to meet Availability of 99.5% for two (2) consecutive calendar months during the applicable Subscription Period, then Customer shall have the right to terminate the applicable Order immediately upon written notice, subject to Customer providing such notice on or before sixty (60) days after the end of the calendar month giving rise to the termination right. In the event Customer properly terminates the Order in accordance with this Section 2, SourceDay shall refund to Customer a prorated refund of any pre-paid Subscription Fees corresponding to the remainder of the Subscription Period from the date of termination.

 

The remedies set forth in this Section 2 represent Customer’s sole remedy and SourceDay’s sole obligation for SourceDay’s failure to meet Availability commitments in this Support Commitment, provided that the foregoing shall not be in derogation of any other remedies available to Customer to the extent such failure constitutes a breach of any other obligations of SourceDay under the Agreement.

 

SourceDay Customer Support

1. Support Hours for all cases = 12 x 5
2. Live Chat Support = 12 x 5
3. Phone Support = 12 x 5
4. Knowledge Center Access (through SaaS Service) = 24 x 7
5. Zendesk Support Portal Access = 24 x 7
6. Included Status Page for Support Tickets
7. Customer Specific Support Portal
8. Named Customer Success Manager

 

SourceDay Supplier Support

1. Supplier Help Center with Supplier Training Resources
2. Custom Supplier Landing Pages
   1. Welcome Video with Tailored Customer Messaging
   2. SOPS
   3. Usage Reporting
3. Traditional Chinese Translation of Support Materials