As used in this SLA, the following terms have the following meanings ascribed to them:
Daily hours of business that the Humanitec Support Team is available for support. Customers can contact Humanitec Support 24/7, 365 days a year. For most countries, business hours are from 9:00 AM to 5:00 PM during weekdays (weekends and holidays excluded).
Failure of the Service to substantially perform in accordance with the then-current Humanitec technical specifications. Incidents include without limitation Outages and Severity A, B, and C issues. To prevent misunderstandings: known issues disclosed in the Service release notes and published Service limitations and the items listed as exceptions to Outages below and as exclusions from Support and Maintenance, are excluded from the definition of “Incident.”
Refers to a temporary resolution for an Incident that restores the functionality of a disrupted Service.
Refers to the restoration of a Service that was disrupted during an Incident.
When the Customer whose account is active and enabled has reasonable access to the Service, subject to the exclusions defined in Outages below and in Section 7 below.
Such event may include action or inaction of governmental, civil, or military authority; fire; strike; lockout or other labor dispute (but not including delays caused by subcontractors or suppliers); flood; war; riot; theft; earthquake and other natural disasters or events beyond the reasonable control of Humanitec.
The total number of minutes that the Customer cannot access the Service subject to the exceptions set forth below.
Initial Response Time is the period from when the Customer submits a support request to when a Humanitec Support Engineer contacts the Customer and starts working on the support request. The Initial Response Time varies with both the support plan and the Business Impact of the request (also known as Severity).
Refers to an agreed classification of an Incident. See Sections 4 and 5.
Refers to a version, either full or a hot-fix, of the Service or any other third-party software that is used in its system.
Refers to any software fix released by either Humanitec or any relevant third-party vendor that aims to solve security vulnerabilities.
Refers to the modification of the Service and infrastructure in order to deliver new features, correct failures, improve the performance or other attributes.
Emergency maintenance activity performed by Humanitec, without prior notification, might result in downtime.
The time period during which the Service may not be Available each month so that Humanitec can perform routine maintenance to maximize performance, on an as-needed basis, including Emergency Maintenance.
Refers to the process of Humanitec informing the Customer about a future maintenance activity, and generally details the work, its timing, and impact on the Service.
Refers to any Humanitec feature/service that is declared as no longer supported by Humanitec. Humanitec may at any time at its discretion determine that a feature/service is no longer under Support.
The number of days in the month multiplied by 1,440 minutes per day.
The time between the first Customer comment and the first public comment from an agent, displayed in minutes. First reply time will not be measured on tickets created by an agent.
The combined total time spent in the New and Open statuses. The SLA will pause on Pending and On-hold.
The time between the oldest, unanswered Customer comment and the next public comment from an agent.
The time between each public comment from agents, displayed in minutes.
Any and all services, maintenance, support and/or other Humanitec obligations set forth in this SLA are subject to the Customer's compliance with Terms and the SLA, the contracted support offering, and payment in full of all applicable fees.
Subject to the foregoing, Humanitec will provide support to Customer (“Technical Support”) during business hours. Technical Support will include any research and resolution activity performed by Humanitec.
Humanitec will provide support via its Customer Support team. The Customer Support team is responsible for the technical support communications with Customers. Online support is the main source of support via the available in-app or web-based support channels.
The Support Team focuses on two main areas:
Severity Response SLA
All Severity A to C and basic support issues will be responded to within typical business hours. Business hours are Berlin time from 9:00 AM to 5:00 PM during weekdays (weekends and holidays excluded).
Humanitec may downgrade the severity level if the Customer is not able to provide adequate resources or responses to enable Humanitec to continue with incident resolution efforts. Humanitec uses a proprietary system to determine the Severity Levels and the Customer agrees that said Humanitec system will be the sole basis for resolution of any dispute that may arise between the Customer and Humanitec regarding this SLA.
Humanitec shall be under no obligation to provide Technical Support and/or Maintenance in respect of: