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Centercode GoEarly Service Level Agreement (SLA)
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Applicability
The following SLA applies to all Centercode Platform subscriptions with an annual or greater subscription term that are included in the Centercode GoEarly Program or have otherwise opted into pre-release (GoEarly) Centercode Platform code (e.g. a Staging Site) during any time period in which that Centercode Platform environment is hosting pre-release code. For all other Centercode subscriptions, Centercode’s regular Service Level Agreement applies.
Availability
Uptime Guarantee
Centercode will use commercially reasonable efforts to make the Centercode Platform available with a monthly uptime percentage of at least 99.8% 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 99.8%, 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 that prevent the use of a pre-release feature or minor feature of the software |
| Minor | Errors (1) for which there is a known reasonable workaround; (2) 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 |
| Minor | 24 Hours | First available Scheduled Release based on capacity |
Technical Support for Platform Errors
Centercode offers Technical Support 24 hours a day, 7 days a week. Technical Support is offered via:
- E-mail (help@centercode.com)
- Web Form (centercode.com/issue)
- Secure Website (help.centercode.com)
- Telephone: US 800-705-6540; International +1-949-460-9117;
Critical and Urgent issues must be reported via centercode.com/issue or by telephone.
In addition to submitting any technical support requests as described above, for members of our GoEarly Program, during active GoEarly Program Projects, GoEarly Participants are also asked to submit issues, events, or feedback they have in the GoEarly Project space made available to them within the GoEarly Program Platform.
Support Escalation for Platform Errors
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 | 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 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.
QUESTIONS? INFO@CENTERCODE.COM
This document was last updated on January 10, 2023. This is version 1.2. Review the Change Log.