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Technical Support and Service Level Agreements (SLA)

The information provided in this Service Level Agreement (SLA) is for general informational purposes only and is subject to change at Continuous’ sole discretion. While we strive to maintain high availability and performance standards, Continuous does not guarantee uninterrupted or error-free service. The SLA does not constitute a binding contract unless expressly incorporated into a signed agreement between the customer and Continuous.

As a customer, you have complete access to a reliable team of professionals who have the technical knowledge and experience you require, supported by a commitment to reliable service and customer care. We understand the urgency that drives your need for support.

Continuous’ Technical Support team is here when you need us. Our normal business hours are Monday-Friday, 8AM-5PM CT.

If your support tier includes 24/7 on-call support for P1 and P2 issues, and you encounter a P1 or P2 issue outside of business hours, please contact us via our support phone line at 1-877-363-2305. Urgent matters will only be addressed after hours if a voicemail is left on this line.

Customer Support: Service Level Agreement

Priority 1

The production system is down or inaccessible, or there is a critical business process failure or critical performance degradation impacting production.

Priority 2

A non-critical production function is failing with no workaround and requires immediate attention.

Priority 3

A production function is failing but has a workaround or can be addressed during normal business hours but is prioritized over priority four issues.

Priority 4

This includes standard software support for all customer environments.

Benefits
Priority 1 Support Issue Response Time 1 Business Day
Priority 2 Support Issue Response Time 2 Business Days
Priority 3 Support Issue Response Time 3 Business Days
Priority 4 Support Issue Response Time 4 Business Days
On-Call Team Alerted for P1 and P2 Issues
Phone Support
Straight to Level 2 for Support
Screen Share Session with Support Team (flexible based on business impact)
Root Cause Analysis of SaaS (Hosted) System Issues
Consulting Services Available
Consistent Automation Consultant (based on schedule availability)
On-Prem in Place (upgrades included by request)
Automation Assessments (tiered pricing based on support tier)

Benefits
Priority 1 Support Issue Response Time 1 Hour
Priority 2 Support Issue Response Time 2 Hours
Priority 3 Support Issue Response Time 4 Business Hours
Priority 4 Support Issue Response Time 1 Business Day
On-Call Team Alerted for P1 and P2 Issues
Phone Support
Straight to Level 2 for Support
Screen Share Session with Support Team (flexible based on business impact)
Root Cause Analysis of SaaS (Hosted) System Issues For P1 and P2 by request
Consulting Services Available
Consistent Automation Consultant (based on schedule availability)
On-Prem in Place (upgrades included by request)
Automation Assessments (tiered pricing based on support tier)

Support Tiers

Classic

Select*

Advantage

Elite*

Benefits
Priority 1 Support Issue Response Time 1 Business Day 1 Hour 1 Hour 1 Hour
Priority 2 Support Issue Response Time 2 Business Days 4 Hours 3 Hours 2 Hours
Priority 3 Support Issue Response Time 3 Business Days 1 Business Day 6 Business Hours 4 Business Hours
Priority 4 Support Issue Response Time 4 Business Days 2 Business Days 12 Business Hours 1 Business Day
24/7 On-Call Team Alerted for P1 and P2 Issues
Phone Support
(P1 and P2 only)
Straight to Level 2 for Support
Screen Share Session with Support Team (flexible based on business impact)
Root Cause Analysis of SaaS (Hosted) System Issues For P1 by request For P1 and P2 by request For P1 and P2 by request
Consulting Services Available
Consistent Automation Consultant (based on schedule availability)
On-Prem in Place (upgrades included by request)
Automation Assessments (tiered pricing based on support tier)

- Included
- Add-on available for purchase

*You can upgrade to this support tier. Please contact your customer success or sales representative to learn more.

OpCon Cloud: Service Level Agreement

Monthly System Availability Service Level:

OpCon Cloud System Availability Level = 99.9%

Should the Company fail to achieve 99.9% over a calendar month, the Company and Customer shall work together to determine the root cause of such failure. In the event that the Company fails to achieve 99.9% system availability for a second consecutive month, or for any three (3) non-consecutive months during a calendar year, the Customer shall be entitled to a credit of:

MONTHLY UPTIME PERCENTAGE
SERVICE CREDIT*

< 99.9%

10% of Monthly Fees

< 99%

25% of Monthly Fees

< 95%

100% of Monthly Fees


"Available" means the Company's hosting infrastructure, applications, databases, systems, software, and data transmission are fully operational and able to run schedules or jobs and transmit the Customer's data accurately.

“Monthly Fees” equates to one-twelfth the annual amount charged for the OpCon Cloud system.

"System Availability" means the percentage of total time during which the Services are available to the Customer. System availability applies to non-scheduled maintenance but expressly excludes the Company's standard maintenance windows.

*All credits or refunds shall be paid by the Company to the Customer in the form of an invoice credit.

Managed Operations Support: Service Level Agreement

With our Managed Operations support, we proactively monitor your OpCon environment and ensure everything runs smoothly, so you can have peace of mind.

Automatic Issue Reporting

The system will automatically create cases for contracted data degradation or failures. Our Managed Operations team will configure and monitor these failures, respond, and take action per direction from the customer.

Managed Operations Priorities
Definition
Monitored Issue Response Time

Priority 1 or Priority 2

Critical failures or data degradations requiring immediate attention

1 Hour

Priority 3

Production failures that need to be prioritized during normal business hours

4 Business Hours

Priority 4

Non-production or test environment support of failures or data degradation

2 Business Days

Managed Services: Service Level Agreement

Our Managed Services give customers access to domain experts to implement their automation needs. Our expert consultants provide hands-on automation work to build out your business processes and workflows.

Customers can create cases via the support portal or by email at MASsupport@continuous.com.

To reach Managed Services by phone, call 1-877-274-5771.


Managed Services Priorities
Definition
Reported Issue Response Time

Priority 1 Service Request

Production automation changes that need to be made immediately

1 Hour

Priority 4 Service Request

Normal service requests for automation modifications or additions

2 Business Days


*Note: All work will be tracked against the monthly contracted hours. Managed services required outside of normal business hours will incur additional charges. Our normal business hours are Monday–Friday, 8AM-5PM CT.

Continuous disclaims all warranties, express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, and non-infringement. In no event shall Continuous be liable for any indirect, incidental, special, or consequential damages arising out of or in connection with the use or inability to use the services described herein.

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