Zype General Support SLA

These Service Level Terms set out responsibilities of Zype with respect to the maintenance and support services provided by Zype for the Services provided under the Master Terms and Conditions

Zype will provide the following to Customer:

A. Zype’s customer service will be available Monday through Friday, excluding Federal Holidays from 9:00 AM to 5:00 PM Eastern Standard Time for all Service issues.  Zype’s customer service will be available 24×7 for all Priority 1 service issues.

B. Customer will report all service, uptime or availability issues to Zype via the Zype Support Center or other means as provided by Zype, such as email. Only customers with an explicit paid-for “Phone Service” option on their account are entitled to phone support.

C. Upon confirmation by Zype that the reported issue is related to the Services, Zype will respond and complete such issue correction in a commercially reasonable manner and amount of time, as determined by the nature of the Service issues and the effect of the issues on Customer’s use of the Services.

Zype will determine the priority of any fault in accordance with the following table:

Priority Description Response Time Target Resolution Time
Priority 1 The Services are completely inaccessible. Within two (2) hours of Customer reporting fault. Within four (4) hours of initial response.
Priority 2 Operation of Services is severely degraded, or major components of the Services are not operational and work cannot reasonably continue. Within four (4) hours of Customer reporting fault. Within two (2) business days of initial response.
Priority 3 Certain non-essential features of the Services are impaired while most major components of the Services remain functional. Within twelve (12) hours of Customer reporting fault. Within thirty (30) business days of initial response.
Priority 4 Errors that are non disabling or cosmetic and clearly have little or no impact on the normal operation of the Services. Within forty-eight (48) hours of Customer reporting fault. When reasonably possible.

D. A valid response for issue correction includes sending Customer documentation or other information to configure the Services correctly.