Imaginate will use commercially reasonable efforts to make the Software Service available at least 99% of the time as measured over the course of each calendar month during the active subscription Term or an AMC. Imaginate will also inform the Client of any scheduled downtime at least 24 hours prior to such an event. In the event of service level failure, Client is compensated suitably in credit against future payment for the Services.

All support tickets will be submitted by the Client to Imaginate via email at a designated address with necessary details of the support request, including severity level.

1. Severity 1 (Complete Loss of Service) – means that in the production instance, software is not functioning to the degree that the system has crashed and is not available or a complete feature pertaining to a critical business flow is not available or inaccessible.
2. Severity 2 (Significant Loss of Service) – means that the software is not functioning to the degree that its features are operational but defective to the point of impact on users. Significant function is impacted and no reasonable workaround is available.
3. Severity 3 (Minor Loss of Service) – means that software is operating close to normal, but there is a non-critical issue for which an operational bypass exists for such an error.

Imaginate’s staff will use commercially reasonable efforts to promptly respond to the logged cases based on the Service Level policies. Target response time for Severity 1 is 1 business day, Severity 2 is 3 business days and Severity 3 is 7 business days. For Severity 2 and 3, if the issues cannot be solved with a work-around within the target response time, they have to be solved by the next scheduled quarterly software release of the vendor.

Escalation matrix

Imaginate will provide a support email that serves as the first level communication channel for all service requests. Imaginate will also provide a Support Manager email that serves as the second level communication channel if issue response is not received within the prescribed target response time. Imaginate will also provide the account manager contact information for communication in the event of failure of response through any of the first two support channels.

Additional service (including enhancement if any)

Imaginate will provide an optional premium support plan that includes all the benefits of the basic plan as mentioned in SLA above and reduced target response time to 4 hours – 1 business day.