Service Level Agreement (SLA)
Last updated: February 2023
The Service Levels below are for Customers with a Paid Rill Data Plan. Enhanced Levels are available with Annual Plans.
1. Support Hours. Support Services are available via email 6am to 6pm Pacific time, Monday through Friday, excluding holidays (“Regular Business Hours”). Issues may be reported any time, however, Rill will not be obligated to review reports, assign work, or respond (other than for Severity 1) other than during Regular Business Hours.
2. Operational Service Support. Operational service support ("Support") shall be submitted to Rill via reports in accordance with the procedure in subsection 3 below ("Incident Reports"). Support shall be provided as set forth in Section 6 below.
3. Incident Report. Customer may raise Incident Reports: via email (support@rilldata.com). Rill’s obligation to provide Support is conditioned upon:
- Customer providing Rill with reasonable detail of the nature and circumstances surrounding the issue along with reproducible steps and/or screenshots and customer contact information (name, email); and
- Customer providing reasonable cooperation in diagnosis and resolution of any issue.
4. Ticket Reporting System. A ticket will be opened in the ticket reporting system either:
(i) automatically upon receipt of anIncident Report via Rill’s technical support portal; or
(ii) by Rill upon receipt of an email from Customer.
5. User Error Rate Report. Rill shall provide, uponCustomer's request via support@rilldata.com, a report depicting the User Error Rate (as defined in the Service Level Agreement) over the prior thirty (30) day period.
6. Severity Codes. Rill will classify and prioritize Incident Reports according to the following criteria:
Severity 1: Services unavailable, CriticalResponse Time: 1 hour
Description: Services down, inaccessible to users
Severity 2: Services impacted, Limited Availability Response Time: 8 hours
Description: Service performance is negatively impacted, no work around, scope can vary
Severity 3: Business impact, Moderate Impact Response Time: 1 business day
Description: Minimal impact to availability or partial loss of functionality, workaround available
Severity 4: General inquiry, Low Impact Response Time: 5 business days
Description: Feature requests, general inquiries
7. Resolution. Resolution of an issue may include but is not limited to:
- Assisting “hands on” via telephone/Zoom (i.e. guiding through action required),
- If authorized in advance by logging into Customer's application to investigate and/or perform agreed action to resolve,
- Providing recommendations such as improvements or alternative techniques
(e.g., regarding current and potential/best practice design and use of application), or
- Delivering a Software enhancement as an immediate fix.
8. Service Availability
A. The Service will be available 99.9% of the time per calendar month, except for any Scheduled Maintenance or Service Interruptions
- “Scheduled Maintenance” means any Downtime or unavailability of the Service as a result of routine maintenance or system upgrades as needed.
- “Service Interruptions” means any Downtime or unavailability of the Service as a result of a failure of equipment, communication or telephone access, software, or services not under the direct control of Rill, or any other causes beyond the reasonable control of Rill, including any force majeure event.B. Rill will use reasonable efforts to provide Customer with information regarding ServiceInterruptions and the restoration of the Service.C. Rill will use reasonable efforts to conduct Scheduled Maintenance during non-peak usage hours (except in the case of emergencies) and to the extent reasonably possible will provide advance notice to Customer's designated contact of any planned Scheduled Maintenance.
B. Rill will use reasonable efforts to provide Customer with information regarding Service Interruptions and the restoration of the Service.
C. Rill will use reasonable efforts to conduct Scheduled Maintenance during non-peak usage hours (except int he case of emergencies) and to the extent reasonably possible will provide advance notice to Customer's designated contact of any planned Scheduled Maintenance.
1. Support Hours. Support Services are available via email 6am to 6pm Pacific time, Monday through Friday, excluding holidays (“Regular Business Hours”). Issues may be reported any time, however, Rill will not be obligated to review reports, assign work, or respond (other than for Severity 1) other than during Regular Business Hours.
2. Operational Service Support. Operational service support ("Support") shall be submitted to Rill via reports in accordance with the procedure in subsection 3 below ("Incident Reports"). Support shall be provided as set forth in Section 6 below.
3. Incident Report. Customer may raise Incident Reports: via email (support@rilldata.com). Rill’s obligation to provide Support is conditioned upon:
- Customer providing Rill with reasonable detail of the nature and circumstances surrounding the issue along with reproducible steps and/or screenshots and customer contact information (name, email); and
- Customer providing reasonable cooperation in diagnosis and resolution of any issue.
4. Ticket Reporting System. A ticket will be opened in the ticket reporting system either:
(i) automatically upon receipt of anIncident Report via Rill’s technical support portal; or
(ii) by Rill upon receipt of an email from Customer.
5. User Error Rate Report. Rill shall provide, uponCustomer's request via support@rilldata.com, a report depicting the User Error Rate (as defined in the Service Level Agreement) over the prior thirty (30) day period.
6. Severity Codes. Rill will classify and prioritize Incident Reports according to the following criteria:
Severity 1: Services unavailable, CriticalResponse Time: 1 hour
Description: Services down, inaccessible to users
Severity 2: Services impacted, Limited Availability Response Time: 8 hours
Description: Service performance is negatively impacted, no work around, scope can vary
Severity 3: Business impact, Moderate Impact Response Time: 1 business day
Description: Minimal impact to availability or partial loss of functionality, workaround available
Severity 4: General inquiry, Low Impact Response Time: 5 business days
Description: Feature requests, general inquiries
7. Resolution. Resolution of an issue may include but is not limited to:
- Assisting “hands on” via telephone/Zoom (i.e. guiding through action required),
- If authorized in advance by logging into Customer's application to investigate and/or perform agreed action to resolve,
- Providing recommendations such as improvements or alternative techniques
(e.g., regarding current and potential/best practice design and use of application), or
- Delivering a Software enhancement as an immediate fix.
8. Service Availability
A. The Service will be available 99.9% of the time per calendar month, except for any Scheduled Maintenance or Service Interruptions
- “Scheduled Maintenance” means any Downtime or unavailability of the Service as a result of routine maintenance or system upgrades as needed.
- “Service Interruptions” means any Downtime or unavailability of the Service as a result of a failure of equipment, communication or telephone access, software, or services not under the direct control of Rill, or any other causes beyond the reasonable control of Rill, including any force majeure event.B. Rill will use reasonable efforts to provide Customer with information regarding ServiceInterruptions and the restoration of the Service.C. Rill will use reasonable efforts to conduct Scheduled Maintenance during non-peak usage hours (except in the case of emergencies) and to the extent reasonably possible will provide advance notice to Customer's designated contact of any planned Scheduled Maintenance.
B. Rill will use reasonable efforts to provide Customer with information regarding Service Interruptions and the restoration of the Service.
C. Rill will use reasonable efforts to conduct Scheduled Maintenance during non-peak usage hours (except int he case of emergencies) and to the extent reasonably possible will provide advance notice to Customer's designated contact of any planned Scheduled Maintenance.
