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<br /> <br /> <br /> www.siteimprove.com <br /> <br /> <br /> <br /># 87378 <br /> <br /> Page 14 of 15 <br />Siteimprove Inc | 7807 Creekridge Circle | Minneapolis, MN 55439, USA <br />+1 855 748 3467 | info@siteimprove.com | www.siteimprove.com <br />on by Siteimprove during <br />EMEA business hours until <br />resolved <br /> <br /> <br />4. SUPPORT AVAILABILITY. Siteimprove has regional support centers servicing the Americas, EMEA and APAC. Open <br />hours for these regional support centers are as follows. <br />• Americas Support Center - Minneapolis, MN, USA <br />Weekdays 8:00 a.m. to 5:00 p.m. — Central Standard Time (CST/CDT) -0600 UTC <br />excluding the following holidays: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving <br />Day, Day after Thanksgiving, Christmas Eve, Christmas Day, Day after Christmas, New Year's Eve <br />• EMEA Support Center - Copenhagen, Denmark <br />Weekdays 8:00 a.m. to 5:00 p.m. — Central European Time (CET/CEST) +0100 UTC <br />excluding Danish public holidays <br />• APAC Support Center - Sydney, NSW, Australia <br />Weekdays 8:00 a.m. to 5:00 p.m. — Australian Eastern Standard Time (AEST/AEDT) +1000 UTC <br />excluding New South Wales national and regional public holidays <br />5. SYSTEM AVAILABILITY. <br />5.1 STANDARD. Siteimprove will maintain its systems and operations to ensure Customer has access to the Included <br />Services ninety-nine percent (99%) of the time (“System Availability”). System Availability is calculated as: <br /> <br /> <br /> <br />Scheduled Downtime is defined in Section 8. “Unscheduled Outage Time” is the number of minutes where the system <br />is unavailable outside of the Scheduled Downtime. Unscheduled Outage Time does not include any exclusions defined <br />in Section 5.3 (Exceptions). <br />5.2 MONITORING AND MANAGEMENT. Siteimprove will regularly monitor and manage its systems and operations to <br />meet or exceed the System Availability. Such monitoring and management will include proactively monitoring all <br />Included Service functions, servers, firewall and other components of Included Service security. If such monitoring <br />identifies, or Siteimprove otherwise becomes aware of, any circumstance that is reasonably likely to threaten the <br />System Availability, then Siteimprove will take necessary and commercially reasonable remedial measures to promptly <br />eliminate or mitigate the actual or potential threat. If the Included Service or any Included Service function or <br />component is not available, Siteimprove will: (a) verify the outage; (b) if the outage is verified, notify Customer as long <br />as Customer has signed up for email alerts at http://status.siteimprove.com/ (https://support.siteimprove.com/); (c) <br />resolve the outage or, if determined to be an internet provider problem, open a ticket with the internet provider; and (d) <br />subject to the Customer having signed up for email alerts as described in Section 5.2(b), notify Customer when the <br />outage has been resolved, along with any pertinent findings. <br />5.3 EXCEPTIONS. No period of Included Service degradation or inoperability will be included in Unscheduled Outage <br />Time when calculating System Availability to the extent th at such downtime or degradation is a result of: (i) Customer’s <br />misuse of the Included Services; (ii) failures of Customer’s internet connectivity; (iii) Customer’s failure to meet any <br />minimum hardware or software requirements; or (iv) Scheduled Downtime. <br />6. SYSTEM RESPONSE RATE. Siteimprove will maintain its systems and operations to ensure that ninety -five percent <br />(95%) of the time, the Included Services will provide a response to an external system inquiry in three seconds or less