Support Policy and Service Level Agreement

Overview
This Support Policy and Service Level Agreement (“SLA”) delineates the support services provided by vSignify concerning the implementation of our products, along with the protocols for addressing issues such as bugs, defects, errors, or downtime that hinder our Services from operating as intended, as specified in the relevant documentation.

This SLA is governed by the specific support level you have purchased and the agreement (“Agreement”) between you (“Customer”) and CloudHew Solutions LLC (doing business as vSignify) (“vSignify,” “we,” or “our”) concerning the products and services acquired by the Customer, as outlined in the Agreement. In the event of any discrepancies between this SLA and the Agreement, the terms of the Agreement shall take precedence. Capitalized terms used herein but not defined shall carry the meanings assigned to them in the Agreement.

This SLA may be updated periodically; the most recent revision is reflected as of the effective date noted above. This SLA applies to Orders placed with us on or after October 1, 2024, and must be mutually agreed upon in writing in the Agreement.

1. Implementation Support

1.1 Scope of Support

During the first 90 days of the initial year of your Subscription Term (“Implementation Period”), vSignify will provide one-time implementation support services (“Implementation Support”) to facilitate your effective implementation of our Services. The extent of this Implementation Support will be determined by the level specified in your Order during the Implementation Period, unless otherwise detailed in the tables below. The quantities specified in these tables represent the number of meetings, sessions, or projects included within each respective implementation support level.

Table 1: Implementation Support Levels

Support Level	Starter	Professional	Premier
Implementation Kick-off Call	1	1	1
Implementation Training Sessions	2 (within 15 days)	3	Unlimited
Implementation Follow-Up Call	1	2	Unlimited

1.2 Expiration of Implementation Support

Unless otherwise specified in Table 1, all Implementation Kick-off Calls, Training Sessions, Follow-Up Calls, and related Implementation Projects (“Time Sensitive Implementation Support”) must be completed by the conclusion of the Implementation Period. Any unused Time Sensitive Implementation Support included in your selected support level will automatically expire upon the completion of the Implementation Period.

2. Ongoing Support

2.1 Overview

During the Subscription Term, vSignify will provide ongoing support services for issues such as bugs, defects, or errors that prevent our Services from performing their intended functions, as described in the documentation. Customers with multi-year Subscription Terms may purchase Ongoing Support annually, with each “Contract Year” defined as a 365-day period following the Initial Term Start Date.

Table 2: Ongoing Support Levels

Support Level	Starter	Professional	Premier
Account Review (1-hour virtual meeting)	1 per Contract Year	2 per Contract Year	4 per Contract Year
Additional Training Sessions (1-hour each)	1 per Contract Year	2 per Contract Year	Unlimited
Designated Customer Success Manager	No	Yes	Yes
vSignify Help Center (24/7 self-service)	Yes	Yes	Yes

2.2 Support Hours

Ongoing Support is available Monday through Friday, 8 a.m. to 5 p.m. Central Time, excluding U.S. Federal holidays, the Friday after Thanksgiving, and Christmas Eve (or the preceding weekday if Christmas Eve falls on a weekend). For issues reported outside of business hours, the response time will begin on the next business day.

2.3 Submitting Support Requests

Customers may submit support requests through the vSignify Help Center at www.vsignify.com/helpdesk or by emailing support@vsignify.com.

2.4 Additional Support Projects

For additional support projects beyond the scope of the Customer’s support level, the Customer may contact their designated Customer Success Manager (where applicable) to discuss pricing and terms.

2.5 Expiration of Ongoing Support

All Account Reviews, Training Sessions, and Support Projects (collectively, “Time Sensitive Support”) must be completed by the last day of the Subscription Term. For multi-year Subscription Terms, all Time Sensitive Support must be utilized within the respective Contract Year. Unused support will automatically expire at the end of the Subscription Term or applicable Contract Year.

2.6 Prioritized Response and Resolution

Upon receiving a support request, vSignify will assess, classify, and prioritize the issue based on severity. Each priority level is defined below. If a workaround sufficiently reduces the severity of the issue, the resolution timelines for the newly assigned priority level will apply going forward.

 

 

 

 

Priority Levels & Response Time Framework

Priority	Description	Initial Response Time	Target Resolution (One or More)
1 (Critical)	Inoperable System Key functionalities of the Services are unavailable, unresponsive, or inoperable, with no available workaround.	Premier Support: 4 business hours Professional & Starter Support: 8 business hours	– Issue resolved – Workaround provided
2 (High)	Major Business Impact Core functionality or service performance is severely degraded, affecting multiple users and time-sensitive use cases, but the entire system is not down.	1 business day	– Issue resolved – Workaround provided – Fix included in future release
3 (Medium)	Bug in Feature or Function A minor feature is not functioning correctly, or there is performance degradation or a non-critical bug.	2 business days	– Issue resolved – Workaround provided – Fix included in future release
4 (Low)	Routine Questions & Minor Issues Technical inquiries, enhancement requests, or minor bugs that do not impact essential functionality.	5 business days	– Issue resolved – Workaround provided – Fix included in future release – Inquiry answered, or enhancement captured

 

2.7 Scheduled Downtime

To ensure the stability and optimization of our Services, vSignify will conduct Scheduled Downtime for maintenance and system upgrades outside peak usage periods. Customers will be notified via email at least three calendar days in advance.

2.8 Uptime Commitment

vSignify commits to maintaining 99.9% Availability over a calendar month. “Available” means that the Services are accessible over the internet and operating in accordance with agreed specifications.

The following exceptions apply to the Availability calculation:

1. Short Outages: Downtime under 15 minutes, or a single occurrence between 15-60 minutes within a calendar month.
2. Scheduled Downtime: Pre-planned maintenance periods.
3. External Issues: Failures in communication services or networks beyond vSignify’s control.
4. Misuse or User Errors: Downtime caused by use in violation of the Agreement or improper configurations.
5. Unsupported Content: Issues stemming from corrupted or unsupported Customer Content.
6. Third-Party Systems: Failures involving third-party integrations (e.g., SMS, E-Mail, etc.).
7. Beta Features: Issues related to unreleased or preview features (beta functionality).

9. Reporting

vSignify will monitor service performance and provide Availability and operational reports upon Customer request. This ensures transparency and enables tracking of our service performance over time.

10. Penalties for SLA Failures

If vSignify fails to meet the 99.9% Uptime Commitment in a given calendar month, Customers are eligible to receive Service Level Credits, which will be applied toward future invoices.

Service Level Credits Table

Availability	Service Level Credit (% of Monthly Subscription Fee)
99.5% ≤ Availability < 99.9%	5%
97.5% ≤ Availability < 99.5%	10%
95.0% ≤ Availability < 97.5%	25%
90.5% ≤ Availability < 95.0%	50%
Availability < 90.0%	100%

Terms for Service Level Credits:

• The credit will apply only to the monthly subscription fee of the affected Service (for annual subscriptions, the fee will be prorated by dividing by 12).
• One-time fees for custom integrations or professional services are excluded from the credit calculation.
• The maximum credit issued will not exceed the annual subscription fee for the affected Service.
• Customers must submit a request for Service Level Credits within 30 days of the month in which the Uptime Commitment was not met. Requests submitted beyond this period will be deemed waived.