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Service Level
Agreement (SLA)

Maintenance and Support

Fluix shall provide to Subscriber Updates to the Service at no additional charge. Fluix shall not make any changes to the Service that reduces or adversely affects the functionality of the Service. Updates to the Service are available via the AppStore. Technical support provided by Fluix to the Subscriber includes:

  • Incident Support - identifying and troubleshooting problems in the system
  • Assistance with issues during installation
  • Assistance with issues during upgrades
  • Identifying and creating needed bug reports
  • Guidance around implementation and configuration

Fluix shall maintain a sufficient pool of qualified support team to provide competent and timely technical support to the Subscriber. Technical support shall be available in English and solely by e-mail correspondence during Fluix’s regular office hours (Monday till Friday, 10 a.m. till 6 p.m., Eastern European Time (EET). The e-mail address of Fluix’s technical support Service is support@fluix.io. Fluix shall make all commercially reasonable effort to respond to requests for support from the Subscriber, and correct any issues reported by the Subscriber, within the time periods described below. Fluix at its sole discretion may recognize any issue as unresolvable, thus not subject to any of the time periods described below. Subscriber will use all commercially reasonable efforts to supply Fluix with the information available to the Subscriber to assist Fluix in its efforts to reproduce the issue.

Issue Classification

Critical: issue interferes with the performance of one or more major functions
Acknowledgment of Issue Notice:
1 business day
Provide a workaround:
3 business days
Provide an Update via AppStore:
next version*
Major: issue interferes with one or more important functions that are disruptive to the Subscriber experience, but not a major interference with use.
Acknowledgment of Issue Notice:
1 business day
Provide a workaround:
5 business days
Provide an Update via AppStore:
next version*
Minor: issues disabling only certain nonessential functions.
Acknowledgment of Issue Notice:
2 business day
Provide a workaround:
10 business days
Provide an Update via AppStore:
as appropriate

* Provided such issue is reported by Fluix to Subscriber prior to close of development for such version.

Remedies

In the event Fluix fails to meet Maintenance and Support conditions during the time periods described above, provided Subscriber follows the procedures outlined herein, Fluix will apply a credit (“Credit”) to Subscriber’s account in an amount equal to one week free Service usage for the affected account for each day of fraction thereof. The Credits described in this Service Level Agreement will be Subscriber’s exclusive remedy and Fluix’s entire liability for any breach of any warranty of performance or service contained in this Service Level Agreement. In order to claim Credits, Subscriber must open a Fluix trouble ticket. All downtimes will be measured from the time the ticket is received and validated by Fluix to the time Fluix, in its sole discretion is able to resolve the issue. Customer may not receive more than one Credit per affected configuration per incident and in no event will Subscriber receive greater than one month’s free Service usage in Credit for any given month regardless of the number of incidents. Subscriber must be a Fluix customer in good standing to receive the Credit. No Credit will be applied to accounts that are past due or for accounts that are canceled before the conditions for payment of the Credit are met. Upon cancellation of the Subscriber’s account, any outstanding or previously accrued Credits will be forfeited. Credits will be applied against purchases or renewals for which payment is due after the date the credit is applied. Credits will not be applied against past due balances.

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