Service Legal Agreement

This Service and Support Levels Agreement (“SLA”) supplements the RenForce Terms & Conditions (“T&Cs”) and describes the support levels available to Customer under the T&Cs. The free support plan is provided to Customer at no additional charge. For higher levels of support, Customer may contact Renaiss directly.

Capitalized terms not specifically defined in this SLA shall have the meanings defined in the Agreement.

1. DEFINITIONS

1.1. “Business Days” means Monday through Friday.

1.2. “Business Hours” means 9:00 AM until 5:00 PM, during Business Days in Customer’s primary geographic region.

1.3. “Monthly Downtime” means the total number of minutes in a specific month during which Customer is unable to log in to the Platform using proper credentials, excluding Scheduled Downtime.

1.4. “Scheduled Available Time” means the total number of minutes in a specific month, less all Scheduled Downtime during that month.

1.5. “Scheduled Downtime” means the total number of minutes in a specific month during which Customer is unable to log in to the Platform using proper credentials due to scheduled upgrades and maintenance.

2. SERVICE LEVELS

2.1. Scheduled Downtime Notice. Renaiss will notify Customer of Scheduled Downtime at least 24 hours in advance, and it will be scheduled for Sunday whenever possible

3. SUPPORT LEVELS

3.1. Issue Support. Renaiss will make commercially reasonable efforts to address any Issues or Requests submitted by Customer’s Permitted Users. Such efforts may include helping with diagnosis, suggesting workarounds, or making a change to the Services. An
“Issue” is a material and verifiable failure of the Services to conform to the Documentation. A “Request” is a general usability request or enhancement or a question concerning use of the Services that are not Issues.

3.2. Contacting Renaiss Support. Renaiss will provide Spanish or English-speaking remote assistance to Customer’s Permitted Users for questions or issues related to any error in the Services, including troubleshooting, diagnosis, and recommendations for potential workarounds. Customer’s Permitted Users may report errors or abnormal behavior of the Services by submitting a support request in the Renaiss help center, as described in the Documentation. Customer’s Permitted Users should be reasonably proficient in the use and functionality of the Services and familiar with the Documentation and should use reasonable diligence to ensure a perceived error is not an issue with Customer’s equipment, software, or internet connectivity.

3.3. Response Times. Renaiss will use commercially reasonable efforts to respond to support Issues in accordance with the initial response times provided in Table 1 below and either validate Customer’s priority level designation or notify Customer of a change in the priority level designation with justification for any change. Renaiss does not guarantee resolution of issues, and a resolution may consist of a fix, workaround or other solution Renaiss deems reasonable. Issues raised outside of the support portal are not subject to the service levels described in this support policy.

3.4. Submission of Support Cases. Each support case will: (1) designate the priority level of the error in accordance with the definitions in the table below; (2) identify the account that experienced the error; (3) provide the start time of the error; (4) provide a description of the steps required to reproduce the error; (5) provide the relevant log files or data; (6) provide the wording of any error message; and (7) provide accurate contact information for the Customer’s Permitted User most familiar with the error. Customer's Permitted Users will carefully consider the data that Customer shares with Renaiss and will only share the data that is strictly necessary for the provision of the applicable support. Customer will ensure that it will only share personal data to the extent necessary for these purposes.

3.5. Customer Responsibilities. Customer’s Permitted Users will provide Renaiss any other relevant information in a timely manner. Customer understands that support case submissions related to an enhancement or feature request will be closed once the request has been forwarded internally to the relevant team at which point Customer will be provided with a reference number for the feature request.
3.6. Shared Responsibility for Priority Level 1 Issues. Renaiss will provide continuous efforts to resolve priority level 1 issues until a workaround or resolution can be provided or until the incident can be downgraded to a lower priority. Following submission of a priority level P1 case, Customer must be responsive to Renaiss’s support team’s communications and guidance. Failure to do so may result in Renaiss downgrading the case priority level.

Table 1. Initial Response Times

4. Support Levels Exclusions.

Renaiss will have no obligation to provide Support to issues arising from: (i) misuse or unauthorized modifications to Renaiss’s Services; (ii) third-party platforms or other third-party systems; (iii) trials, betas or other free or evaluation use; or (iv) previous versions of Ren-Services that are no longer supported.