CitizenDeveloper.com Terms of Service
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A4400 SLA Addendum – Production Application Support
Last Modified: December 10, 2021
Sales Literature
Sales literature is not applicable for this SKU.
Service Specific Terms
This Addendum to the Service Level Agreement (SLA) is provided to assure Client’s that their software will always function consistently and as intended by the developers.
Most Vendors provide only an Uptime SLA and/or an Availability SLA, and as a result, software support issues experienced by the User are frequently not covered by those SLA’s. In fact, there are a wide range of both Uptime and Availability scenarios in which a User’s perceived functionality can still feel degraded but for which no response, resolution or remedy under an SLA applies. CitizenDeveloper addresses these concerns through an additional level of protection for the Client, an Application Software Support SLA Addendum, that covers the common support needs listed below. Do not be misled – If the below offenders are not specifically addressed by an SLA, then there is no assurance of “correct functionality” of that application:
- Tier 1, Tier 2 and Tier 3 defect resolution
- Critical, Major, Minor, Trivial response and resolution times
SLA
This SLA exists as an Addendum to the Service Level Agreement (SLA) – Availability, and is subject to the terms and conditions therein.
During the Term of the Agreement for the Covered Service (as applicable, the “Agreement”) and during any period of Availability, the Covered Service will provide the Metrics to Customer as specified in the table below (collectively, the “Service Level Objective ” or “SLO”). If CitizenDeveloper does not meet the SLO, and if Customer meets its obligations under this SLA, Customer will be eligible to receive the Financial Credits described for the period of underperformance. This SLA Addendum states Customer’s sole and exclusive remedy for any failure by CitizenDeveloper to meet the SLO. Capitalized terms used in this SLA, but not defined in this SLA, have the meaning set forth in the Agreement. If the Agreement is the CitizenDeveloper Platform Reseller Agreement, then all references to Customer in this SLA mean Reseller, and any Financial Credit(s) will only apply for impacted Reseller order(s) under the Agreement.
| SKU | SLA | Metric | Remedy |
|---|---|---|---|
| A4400.1 | Defect Response Time | ||
| Trivial – Tier 1,2,3 | As per separate Order document | ||
| Minor – Tier 1,2,3 | 2 business days | Financial Credits | |
| Major – Tier 1,2,3 | 1 business day | Financial Credits | |
| Critical – Tier 1,2,3 | 2 hours | Financial Credits | |
| A4400.1 | Defect Resolution Time | ||
| Trivial – Tier 1,2,3 | As per separate Order document | ||
| Minor – Tier 1,2,3 | 3 business days | Financial Credits | |
| Major – Tier 1,2,3 | 1 business day | Financial Credits | |
| Critical – Tier 1,2,3 | 1 day | Financial Credits | |
| A4400.2 | Defect Response Time | ||
| Trivial – Tier 1,2,3 | 1 business day | ||
| Minor – Tier 1,2,3 | 1 business day | Financial Credits | |
| Major – Tier 1,2,3 | 4 business hours | Financial Credits | |
| Critical – Tier 1,2,3 | 1 hour | Financial Credits | |
| A4400.2 | Defect Resolution Time | ||
| Trivial – Tier 1,2,3 | 3 business days | ||
| Minor – Tier 1,2,3 | 2 business days | Financial Credits | |
| Major – Tier 1,2,3 | 1 business day | Financial Credits | |
| Critical – Tier 1,2,3 | 1 day | Financial Credits |
Definitions and Terms
| Term | Definition |
|---|---|
| Defect | During a period of Uptime and Availability, for a designated Application that exists in a Production Installation and is used by end Users in a Production capacity, for which support ticket text has been submitted, if the actual underlying behavior specifically described by the support ticket text specifically contradicts a mutually agreed upon Statement of Work; and the cause of the behavior is not the subject of another SLA (including but not limited to Security, Page Performance, Availability, etc.), then the ticket will be classified as a “Defect”. |
| Tier 1 – User Support | All Tickets for which the following fundamental question is true: “Can this Ticket be resolved by training the User?”. |
| Tier 2 – Application Support | All Tickets for which the following fundamental question is true: “If the Application metadata is modified, will the Ticket be resolved?” |
| Tier 3 – Platform Support | All Tickets that require modification to the CitizenDeveloper platform. |
| Severity – Critical | Affects critical functionality or critical data. Does not have a workaround. Also referred to as the application being “down”. |
| Severity – Major | Affects major functionality or major data. Does have a workaround, but that workaround is not obvious and is difficult. |
| Severity – Minor | Affects minor functionality or non-critical data, and/or it has an easy workaround. |
| Severity – Trivial | Does not affect current functionality or data. |
| Response and Resolution Time Calculation | Note that Response and Resolution times for defect handling begin at the point where a Ticket is properly submitted with a complete description of the support need as determined in the sole discretion of CitizenDeveloper. These times do not accrue or elapse until the necessary resolution information has been provided to both classify and resolve the ticket. |
Technical Documents
| Title | Link / Definition |
|---|---|
| Technical documents are not applicable for this SKU. |