Crunchtime Support SLA's

In customer support, Service Level Agreements (SLAs) are crucial commitments that outline the standards of service delivery. These agreements specify metrics like response and resolution times, providing clarity and accountability for both customers and support teams. For customers, SLAs offer peace of mind that their concerns will be addressed promptly, while for businesses, meeting SLAs is essential for maintaining trust and satisfaction. Support teams play a key role in adhering to SLAs by efficiently managing tickets, prioritizing tasks, and utilizing tools for monitoring and automation. Through effective SLA management, teams uphold their commitment to delivering exceptional support, fostering customer loyalty and satisfaction in the process.

Crunchtime will make commercially reasonable efforts to provide an Error Correction or Workaround for all Errors that Crunchtime can verify and reproduce. Without limiting the foregoing, Crunchtime is not responsible to provide Support Services related to failures or other problems caused by (a) the use or operation of the Software with any other software or in an environment other than as intended, recommended or otherwise authorized by Crunchtime, (b) Customer-specific modifications to the Software or other functionality or interfaces created by the Customer (c) operator error or use of the Software in a manner inconsistent with the Documentation or the SaaS Agreement, or (d) Customer’s hardware or operating system.

Crunchtime’s targets for response times are dependent on the impact that a particular case is having on the Customer.  

The following table defines Crunchtime’s Service Level Agreement/Severity Level classifications and Response Time Targets.

Severity Level	Description	Examples	Response Time Targets
1	Urgent	A problem that causes the Software to be non-operational such that no users can access the system or backup or other security of data can no longer be performed, and there is no Workaround available.	30 min
2	High	A problem with the Software that prevents the Customer from performing a key business event with no Workaround available.	2 hours
3	Normal	A non-critical problem occurs where the Customer can run the Software and there is a Workaround available.	1 Business Day
4	Low	A problem that has low system impact and does not require immediate attention, including cosmetic issues, and non-critical issues.	4 Business Days