Service Level and Technical Support Terms

Support Access and Contacts
DosedDaily will provide Technical Support to Customer via electronic mail on weekdays during the hours of 9:00 am through 5:00 pm Eastern time, with the exclusion of Federal Holidays (“Support Hours”).  In addition, institutional customers may be provided with a helpline for use by their administrators.

Customer may initiate a helpdesk ticket during Support Hours by emailing support@doseddaily.com.

DosedDaily will use commercially reasonable efforts to respond to all Helpdesk tickets within one (1) business day.

 

Problem Response and Resolution

Performance Standards.
DosedDaily is responsible to ensure that the performance of the software is maintained in accordance with all Specifications. “Specifications” means all customer-specific DosedDaily published or established functional criteria that DosedDaily makes available to its customers generally.  DosedDaily’s problem response and resolution performance will be in accordance with the table contained herein.

 

 Availability

The Software will be operational and functional 99% of the time, 24 hours per day, 7 days per week.  measured monthly, excluding holidays and weekends and scheduled maintenance.  Further, any downtime resulting from outages of third party connections or utilities or other reasons beyond DosedDaily’s control will also be excluded from any such calculation.  DosedDaily’s blocking of data communications or other DosedDaily Service in accordance with its policies shall not be deemed to be a failure of DosedDaily to provide adequate service levels under this Agreement.

 

Problem Priority Levels

Each request for unscheduled service by Customer shall be classified by DosedDaily in its sole discretion as a “Priority One”, “Priority Two” as follows:

Priority 1. A critical function of the Software (or a subsystem / component) is not working, or all Customer users are unable to access or use critical functionality.

Priority 2. The performance or functionality of the Software (or Subsystem / Component) is materially impaired or a material number of Customer users are unable to access or use some functionality.

 

 Problem Response and Resolution Table 

Problem Priority

Response Time Service Priority

Resolution Time Service Priority

Priority 1

DosedDaily will respond and commence efforts to fix Priority 1 problems within 60 minutes of Customer reporting the problem

DosedDaily will use best and continuous efforts, during normal business hours to provide a fix no

later than three business days.

Priority 2

DosedDaily will respond and commence efforts to fix Priority 2 problems within 120 minutes of Customer reporting the problem

DosedDaily will use commercially reasonable efforts, during normal business hours to provide a fix no later than three business days.

 

 Customer Remedies

If DosedDaily fails to maintain the Software in accordance with the provisions of this Attachment 1 in any material respect, Customer will have the right, as its sole and exclusive remedy, to terminate its use of the Software in accordance with the provisions of Section 4 (D) (ii) of the Agreement, and may do so upon sixty (60) days written notice to DosedDaily if the defect has not been cured in that timeframe.