The following SLA applies to all Centercode Platform Editions.


Availability

Uptime Guarantee

Centercode will use commercially reasonable efforts to make the Centercode Platform available with a monthly uptime percentage of at least 99.9% during any calendar month. In the event the Centercode Platform does not meet this commitment, subscribers are eligible to receive a Downtime Service Credit as described below.

Scheduled Downtime

Scheduled maintenance, including operating system, application, and security updates, which results in downtime (“Scheduled Downtime”) will include notification at least (5) days in advance, including through any status page made available to subscribers, with windows based on region to allow for minimal user impact.

Covered Downtime

“Covered Downtime” is downtime that is not caused by force majeure, failure of upstream providers, or by subscriber’s actions. In addition, Scheduled Downtime is not included in Covered Downtime, and is counted as uptime. While Centercode will use commercially reasonable efforts to take actions it deems appropriate to remedy and avoid such events, Covered Downtime does not include any reasonably unforeseeable interruption in service due to third parties.

Downtime Requests

For Covered Downtime in excess of 0.1% (~45 minutes) within a calendar month, subscribers will be entitled to one (1) day of service credit for each 0.1% of Covered Downtime (the “Downtime Service Credit”). Subscribers shall have the right to terminate their subscription agreement without penalty for any calendar month in which total Covered Downtime exceeds 8 hours.

To make a request under the paragraph above, subscribers must submit a request to servicecredit@centercode.com. To be eligible, the request must (1) include your Company and Community or Project Manager name; (2) include, in the body of the e-mail, the dates and time ranges of each incident experienced; and (3) be received by us within (30) business days of the incident.

If the monthly uptime percentage applicable to the month of such request is confirmed to be less than 99.9%, then we will apply a Downtime Service Credit to your next billing cycle.

Functionality

Centercode Platform Errors

Centercode strives to ensure all features and tools operate successfully as designed. In the event that Centercode Platform Errors are experienced by subscribers, support and resolution periods will be available based on the definitions in Tables 1A and 1B.

Table 1A – Error Level Descriptions

Error Level Description
Critical Errors which (1) cause the software to cease functioning altogether; (2) cause data to be lost
Urgent Errors (1) that prevent the use of a major feature of the software; (2) for which there is no reasonable workaround; (3) that are cosmetic in nature, but participant facing
Serious Errors (1) that prevent the use of a minor feature of the software; (2) for which there is a known reasonable workaround; (3) that are cosmetic in nature

Table 1B – Response & Target Resolution Times

Error Level Response Time Remedy/Target Resolution Time
Critical 1 Hour Hot Patch delivered and installed within 8 hours
Urgent 4 Hours Hot Patch delivered and installed within 24 hours
Serious 24 Hours Next Scheduled Release

Technical Support

Centercode offers Technical Support 24 hours a day, 7 days a week. Technical Support is offered via:

Critical and Urgent issues must be reported via centercode.com/issue or by telephone.

Support Escalation

In the event that either one or more of the Response or Remedy/Target Resolution timelines are not met (as set forth in Tables 1A and 1B), subscribers will be entitled to escalate the issue(s) as per the escalation levels set forth in Table 1C.

Table 1C – Escalation Levels

Name Title E-Mail Telephone
Tony Fisher VP – Customer Success tony@centercode.com (949) 354-8511
Bryan Rustrum Chief Software Architect bryan@centercode.com (949) 292-4748
Neil White Chief Technology Officer neil@centercode.com (949) 294-8423

Disaster Recovery

Centercode shall maintain disaster recovery plans for generally expected disaster profiles, and shall execute such plans with best efforts and in a timely manner upon the occurrence of a disaster event. Hardware failure plans result in 2 hour recovery, with a maximum of 4 hours of data loss. Catastrophic failure (such as a regional natural disaster) will result in 24 hour recovery and no more than of 24 hours of data loss, as data is restored from off-site backups.

Discontinuing Service

Data collected by the Centercode software is the sole property of the subscriber. Centercode will make best efforts to assist in moving your data to the new system or appropriate generic file formats.

Delta SLA

If you are a member of the Centercode Delta Program or have otherwise opted into a Centercode Platform subscription environment with pre-release (Delta) code (e.g. any Staging Site), you are subject to variations from this standard SLA. Please see the Delta SLA for details.


Questions? info@centercode.com

This document was last updated June 1, 2020. This is version 1.5. Review the Change Log.