ProcessMaker Service Level Agreement (Archived)

Last updated: August 15, 2024

SUMMARY OF SUPPORT SERVICES BY PLAN TYPE:

Provider will use commercially reasonable efforts to provide support to Customer in accordance with this Schedule A based on the plan type selected in the applicable Order.

Service Window
Platform: 8am – 6pm | EST | Monday – Friday
Pro / Enterprise: 9am – 5pm | Client’s Time zone | Monday – Friday

Target Initial Response Times for Error Support requests during Service Window (as further described in the “Error Correction and Bug Fixes” section below):

• Critical Impact
  Platform: 8 hours
  Pro / Enterprise: 2 hours during Service Window hours and 4 hours during non-Service Window hours
• High Impact
  Platform: 2 days
  Pro / Enterprise: 4 hours during Service Window hours
• Low Impact
  Platform: 5 days
  Pro / Enterprise: 1 day
• Minor Impact
  Platform: 15 days
  Pro / Enterprise: 2 days

Support Channel
Platform: Email, Web Portal
Pro / Enterprise: Email, Web Portal

24x7x365 Performance Monitoring
Platform: Yes
Pro / Enterprise: Yes

Cloud Recovery Level

• Target Recovery Point (RPO)
  Platform: 24 Hours
  Pro / Enterprise: 24 Hours
• Target Recovery Time (RTO)
  Platform: 72 Hours
  Pro / Enterprise: 72 Hours

Included Technical Points of Contact
Platform: 1
Pro / Enterprise: 2

Error Correction and Bug Fixes.

Customer must submit support requests for Errors through the designated web portal or by email to support@processmaker.zendesk.com. “Error(s)” means the failure of the SaaS Service to perform in substantial compliance with the documentation provided by Provider. Errors shall exclude any events caused by Customer’s unauthorized modification of the Software or SaaS Services or improper operation by Customer. If Errors are found in the program logic of the SaaS Services, then Provider will use commercially reasonable efforts correct such Errors in accordance with the following:

• Priority: 1 - Critical Business Impact
  Classification: Production use of the SaaS Services is stopped or so severely impacted that Customer cannot reasonably continue work.
  Fix Schedule (see target Initial Response Times for Support requests): Begin work on the problem within (x) Service Window hours of receipt of notification of the Error from Customer, (y) hours of receipt of notification from Customer during non-Service Window hours, and engage staff until a workaround is achieved. In the event Provider cannot provide such workaround within 24 hours of receipt of a notification of the Error from Customer, Provider agrees to escalate the issue to the appropriate Provider executive for resolution. Provider shall use commercially reasonable efforts to resolve such Error within twenty-four (24) hours of its receipt of the notification of Error from Customer.

• Priority: 2 - Significant Business Impact
  Classification: Important features of the SaaS Services are unavailable with no acceptable workaround. Implementation or production use of the SaaS Services is continuing; however, there is serious impact on productivity and/or service levels.
  Fix Schedule (see target Initial Response Times for Support requests): Provider will begin work on the SaaS Services Error within (x) Service Window hours of notification of the Error from Customer during the Service Window hours and will engage development staff until a workaround is achieved. In the event Provider cannot provide such workaround within forty-eight (48) hours of its receipt of the notification of such Errors, Provider agrees to escalate the issue to the appropriate Provider executive for resolution. Provider shall use commercially reasonable efforts to resolve such Error forty-eight (48) hours of its receipt of the notification of Error from Customer.

• Priority: 3 - Some Business Impact
  Classification: Important features of the SaaS Services are unavailable but a workaround is available, or less significant SaaS Services features are unavailable with no reasonable workaround. Customer’s work, regardless of the environment or product usage has minor loss or operational functionality or implementation resources.
  Fix Schedule (see target Initial Response Times for Support requests): Provider will provide initial response regarding the requested information or documentation clarification within (x) days of receipt of the notification of the Error from Customer during normal Service Window hours, and will consider a workaround, if appropriate and/or SaaS Services enhancement for inclusion in a subsequent Update.

• Priority: 4 - Minimal Business Impact
  Classification: Customer requests information, an enhancement or clarification regarding the SaaS Services, but there is no impact on the operation of the SaaS Services. The implementation or production use of the SaaS Services is continuing and there is no work being impeded at the time.
  Fix Schedule (see target Initial Response Times for Support requests): Provider will provide clarification within (x) days of receipt of notification of the Error from Customer during the normal working hours and will consider enhancements to the SaaS Services for inclusion in a subsequent Update.

System Availability. The following definitions shall apply to this “System Availability” Section.

“Available” means that the SaaS Services are available for access and use by Customer over the internet.

“Downtime” means the number of minutes within a calendar month during which the SaaS Services are not Available for thirty (30) or more consecutive minutes as measured by Provider’s standard monitoring tools, calculated beginning from the time Provider receives notice from Customer that the SaaS Services are not Available, but excluding any period that the SaaS Services are not Available due to Scheduled Downtime, Maintenance Outages, or Excluded Events (as each is defined below).

"Excluded Event” means any period in which the services are not Available or the inability of the Customer or its end users to access or use the SaaS Services due, in whole or in part, to: (a) any act or omission, delay, or breach of this Agreement by Customer or any end user; (b) Customer’s or the end user’s internet connectivity, (c) a Force Majeure Event; (d) any failure, interruption, outage, or other problem with the internet, any software, hardware, system, network, facility, or other matter not supplied by Provider pursuant to this Agreement, or due to a third party hosting provider (such as AWS); (e) any virus, malicious code, or denial of service attack; or (f) Provider’s suspension or termination of the SaaS Services or Agreement as otherwise permitted by this Agreement (including for Customer’s breach of the Agreement).

“Maintenance Outages” means (a) planned maintenance outages outside of the Scheduled Downtime where Provider provides Customer with notification via e-mail for such planned maintenance outage at least one (1) business day in advance; or (b) emergency maintenance outages that that are required to be performed as soon as reasonably possible (including to prevent degradation or to remediate security vulnerabilities) where circumstances may require that advanced notice is not practicable.

Scheduled Available Time” means twenty-four (24) hours a day, seven (7) days a week.

“Scheduled Downtime” means a weekly window on Saturday night starting at 5 pm until 8 am Sunday morning GMT-5 which is the time period identified by Provider in which it intends to perform any planned upgrades and/or maintenance on the Service or related systems.

“Uptime Percentage” means (the total number of minutes of Scheduled Available Time for a calendar month minus the number of minutes of Downtime suffered in such calendar month), divided by the total number of minutes of Scheduled Available Time for such calendar month, multiplied by 100.

Subject to the terms and conditions of this Agreement, Provider will use commercially reasonable efforts to make the SaaS Services Available when hosted in SaaS public or private cloud by Provider, with an Uptime Percentage of 99.5% per calendar month, commencing at the time the SaaS Services are fully implemented for Customer (the “Availability Threshold”). The Availability Threshold shall be prorated for any partial months in which Customer receives SaaS Services.

In the event that Provider fails to meet the Availability Threshold in a calendar month, Customer may request a service credit from Provider in the amount of the applicable Service Credit that corresponds with the actual Uptime Percentage for such calendar month, as set forth in the table below (a “Service Credit”). Customer must request the Service Credit within fifteen (15) days following the end of the calendar month in which the Downtime occurred. Upon a proper request for a Service Credit that meets the foregoing requirements, ProcessMaker will credit to Customer the applicable Service Credit against future fees, provided that in no event with the Service Credits accrued in a twelve-month period exceed thirty percent (30%) of total fees for that twelve (12) month period. THE SERVICE CREDITS SETS FORTH PROVIDER’S SOLE AND EXCLUSIVE LIABILITY, AND CUSTOMER’S SOLE AND EXCLUSIVE REMEDY, FOR ANY UNAVAILABILITY OR DOWNTIME OF THE SAAS SERVICES.

• Uptime Percentage: Equal to or greater than 99%
  Service Credit (Percentage of Monthly Fees): No Service Credit

• Uptime Percentage: 95% to 99%
  Service Credit (Percentage of Monthly Fees): 2%

• Uptime Percentage: 90% to 94.99%
  Service Credit (Percentage of Monthly Fees): 5%

• Uptime Percentage: 85% to 89.99%
  Service Credit (Percentage of Monthly Fees): 10%

• Uptime Percentage: 84.99% or below
  Service Credit (Percentage of Monthly Fees): 15%

Training & Documentation: Customer will have access to educational resources through the following channels:

• ProcessMaker University Self-paced courses, on demand training and additional education materials are provided through Provider’s dedicated training site: https://university.processmaker.com/
  
  Note: Access to ProcessMaker University may be limited to the number of permitted users specified in the Order.
• Knowledge Center Thorough documentation on the SaaS Services functionality as well notes for each release are provided via Provider’s Knowledge Center: https://docs.processmaker.com/

Status Page: The current status of shared cloud servers, along with notifications for upcoming maintenance periods are provided through the site https://status.processmaker.com/. Notifications of updates and changes are provided to subscribers of this status page.

Authorized Support Contacts: Designated Customer contacts who are authorized to submit support requests to Provider Support and to work directly with Provider personnel.