Service Level Agreement

These Cyolo Support and Maintenance Terms (“Support Service Terms”) apply to Products made available to the Customer by Cyolo under the terms of the Cyolo Master Subscription Agreement (“MSA”). These Support Service Terms only apply to the Customer who has executed Cyolo’s MSA with Cyolo. There can be no third-party beneficiaries of these Support Service Terms. 

These Support Service Terms are an integral part of the MSA. In the event of any conflict between the terms of the MSA and these Support Service Terms, the terms of the MSA will govern. 

All capitalized terms used in these Support Service Terms but not defined herein will have the meanings set forth in the MSA.   

1. Standard Level Support

During each Subscription Term for which the Customer has paid the applicable support fees, Cyolo will provide the Customer with “Standard Level Support” which consists of the following:

1. Telephone, web-based and email support for product usage from 8:00 a.m. to 5:00 p.m., Monday through Friday (excluding Cyolo holidays) (“Business Hours” and “Business Days”, respectively).

2. Service will be provided for up to two (2) designated employees of the Customer (each, a “Designated Customer Contact”).

3. Designated Customer Contacts will open their support tickets by telephone at: +1 866.918.1143 or by email at: support@cyolo.io.

2. Premium Level Support

During each Subscription Term for which the Customer has paid the applicable support fees, Cyolo will provide the Customer with “Premium Level Support” which consists of the following:

1. Telephone, web-based, and email support, 24 hours a day, 7 days a week, 365 days per year, with 1-hour response time for Priority 1 severity incidents (as described below).

2. Service will be provided for up to four (4) Designated Customer Contacts or to the Customer’s help-desk personnel on shift (“Customer Help Desk”) at the time of the support request.

3. The Designated Customer Contacts or Customer Help Desk, as applicable, will contact Premium Level Support personnel by telephone at: +1 866.918.1143 (designated extension), or by email at: support@cyolo.io.

The cost of the abovementioned support services shall be in accordance with Cyolo’s current price list.

3. Customer Obligations

The Customer will provide all information and access to its resources as Cyolo reasonably requires to provide technical support, including Customer personnel, access to products, and access to any system or device running the Client Plug-Ins. Cyolo shall be excused from any non-performance of its support obligations hereunder to the extent any such non-performance is attributable to the Customer’s failure to perform its obligations. 

4. Problem Designations

In the event the Customer encounters a material error in the Cyolo Product (an “Error”), the Customer shall report the Error to Cyolo by telephone, web form or email as specified above. Upon receipt of an error report, Cyolo shall confirm that the Error is being caused by a problem with Cyolo’s Product and will assign the Error a priority level in accordance with the following chart:

Problem Priority Determination

5. Response Times*

Cyolo shall use reasonable commercial efforts to resolve Errors reported by the Customer and verified by Cyolo in accordance with the priority level assigned to such Error by Cyolo. The following guidelines set forth the target response and update times for each priority level. Times are measured from receipt of the Error notification. Escalation to higher levels of Cyolo’s management will occur if response times or resolution expectations are not met.

*Cyolo shall employ commercially reasonable efforts to provide a solution or workaround within a reasonable period taking into account the nature of the Error.