1. Service Availability
GreenSight will use commercially reasonable efforts to make the Services available in accordance with the availability percentages set forth below. Availability excludes downtime due to:
- Scheduled maintenance (of which GreenSight provides at least 24 hours' notice),
- Issues caused by Customer or third parties,
- Outages resulting from force majeure events or factors beyond GreenSight's reasonable control, or
- Beta features, pilot access, or non-production environments.
| Availability Percentage | Service Credit Percentage |
|---|---|
| Less than 99.9% but equal to or greater than 99.5% | 5% |
| Less than 99.0% but equal to or greater than 97.5% | 10% |
| Less than 97.5% but equal to or greater than 95% | 30% |
| Less than 95.0% | 50% |
2. Service Credits
If GreenSight fails to achieve the applicable availability percentage in any calendar month, then, as Customer's sole and exclusive remedy, and GreenSight's sole liability, and only upon Customer's written request within thirty (30) days of the end of such month, GreenSight shall issue a service credit in the amount corresponding to the percentages above.
Service credits will be applied to a future purchase or amount owing and shall not be redeemable for cash or refund. The value of the service credit is calculated as a percentage of the pro rata monthly subscription fees paid by Customer to GreenSight for the Services under the applicable Order.
3. Support
In the event of any problems or errors involving the Services that GreenSight cannot immediately resolve, GreenSight shall begin working on a resolution to the problem and shall work diligently and in a commercially reasonable manner on the problem.
Customer may contact GreenSight anytime via email at [email protected] or via phone at (805) 225-7585.
GreenSight will respond to service-related incidents and requests within the following time frames during normal business hours (Monday through Friday from 8am to 5pm PST, excluding holidays) and use commercially reasonable efforts to respond in accordance with the support table below.
| Priority Level | Description | Time to Response |
|---|---|---|
| Severe | The Services are unavailable or a substantial subset of the Services functionality is unavailable with no available workaround. | 2 hours |
| High | There is a persistent issue that impacts core functionality or results in significant performance degradation with no reasonable workaround available. | 4 hours |
| Medium | Any other bugs and issues that are not considered as Severe and High, such as errors in functionality with workarounds or affecting some but not all authorized users. | 2 business days |
| Low | Enhancements, tech questions, general inquiries, cosmetic errors or incident, etc. | 4 business days |
This Service Level Addendum is subject to the terms of the applicable master agreement between Customer and GreenSight Technologies, Inc.