Service Level Agreement

This Service Level Agreement (SLA) outlines the parameters and responsibilities of ThoughtRiver in providing the service outlined in the service contract.

1. Service and Maintenance Hours

Our support desk service is staffed between 8am to 6pm UK time, Monday to Friday (“Serviced Hours”). Helpdesk tickets can be submitted 24/7.

“Maintenance Hours” are those hours are outside standard normal business hours (e.g.: 7-9pm and weekends)*

*Specific to the Customer’s country time zone

2. Service Availability

ThoughtRiver will use commercially reasonable endeavours to ensure the Contract Assessment Service Availability of 98.5% during Serviced Hours for each month (excluding any SLA Exceptions).

Contract Assessment Service Availability is defined as the ability to use the ThoughtRiver application to:

· log into the platform using a supported browser;

· upload new contract documents of a supported document type and request a contract assessment;

· have the platform complete a contract assessment within one hour (for a single request – no time commitment is provided for bulk requests);

· access existing contract assessments within the application.

For ThoughtRiver API customers, Contract Assessment Service Availability also includes the ability to use the ThoughtRiver API to perform the equivalent functionality.

3. Scheduled Maintenance

ThoughtRiver will periodically need to perform scheduled maintenance to the Platform which requires downtime.

Scheduled maintenance is only carried out during Maintenance Hours.

Where possible a minimum of 24 hours’ notice will be given for scheduled maintenance.

ThoughtRiver will use commercially reasonable endeavours to ensure maintenance windows are as short as possible.

Notice is given by a notification banner within the ThoughtRiver application, which gives the time of the start of the maintenance and estimated service restoration time.

4. SLA Exceptions

Exceptions to the above SLA will apply:

· if a Customer’s account is suspended in accordance with the terms of service;

· if unsupported documents are provided to the service; these include (but not restricted to) password protected documents, documents which will not render correctly in the latest versions of Microsoft Word or Adobe Acrobat Reader or documents which contain a poor-quality scan;

· if a Customer has placed network blockers to accessing the ThoughtRiver platform, including poor performance and firewall restrictions;

· any unavailability as a direct result from any customer or third-party action to disrupt the service, including malicious activity; and

· for periods of scheduled maintenance.

5. Notifications

Once ThoughtRiver’s system monitoring reports an outage, then ThoughtRiver will provide updates by email and/or the notification banner on the following schedule.

For impacts to Contract Assessment Service Availability:

· Initially within 30 minutes

· Status updates every 60 minutes, unless advised in the previous notification

For impacts to features not covered in Contract Assessment Service Availability:

· Initially within 60 minutes

· Status updates every 4 hours, unless advised in the previous notification

Each update will provide an updated status on the outage and estimated resolution time, if known.

6. Response Times

ThoughtRiver will respond to tickets raised through the helpdesk according to the following schedule:

· Severity One – unable to access the Platform or the ability to process contract assessments due to disruption of the service: 2 hours.

· Severity Two – unable to carry out other functionality: 4 hours (1/2 day).

· Severity Three – questions, information requests and minor issues with the Platform: 16 hours (2 working days).

The response times cover service hours only.

7. Escalation Procedure

Tier 1: Support desk staff will answer a support request within SLA response time.

Tier 2: If the issue cannot be resolved by Support desk, the Customer will be directed to a Level 3 support expert who will provide an estimated resolution time for a resolution or a work-around.

Tier 3: If further escalation is necessary, the Customer may contact Director of Infrastructure.