service level agreement
This Service Level Agreement was last updated October, 2025
Any terms not defined herein are defined in the Software Subscription Agreement
1. Service Level for Production SaaS Services
Autire’s service level objective is to make the Software available a minimum of ninety-nine and three quarters percent (99.75%) of the time as measured over any one month, not to include period maintenance as planned from time to time (“Availability”).
2. Autire Customer Service Severity Level Summary
Autire uses three (3) levels of priority to identify and track the severity of each service request submitted and its impact on the Customer’s organization as set forth in the chart below. Autire reserves the right to update the chart below to reflect adjustments to Autire’s processes and to enhance Autire’s responsiveness to customer needs. In any event, Autire shall make changes that are equivalent or better and will not downgrade the products or services offered to Customer as of the Effective Date of this Agreement.
|
Severity Level |
Description |
Target Response Time |
|
High |
Customer cannot use most or all of a product or service (i.e., most pages in the product are not loading or displaying an error message). Data corruption or loss has occurred or will occur. |
Two (2) business hours via email or phone |
|
Medium |
A serious Customer issue which impacts ability to utilize the application effectively. Data may not be displayed as expected but is not lost. |
Four (4) business hours or immediately via email or phone |
|
Low |
Non-critical problem where Customer is unable to utilize a common feature to its fullest ability. There is no reasonable workaround. Includes use, usability issues, and “how to” questions |
Within 48 hours via email or phone |