Support Terms

Support Coverage

Issues will be categorised as following in accordance with the stated definitions:

Issue Priority Definitions & Target Initial Response Times
Priority Level	Definition
P1	A Priority One Error means (i) the production system is severely impacted or completely shut down, or (ii) the production system operations or mission-critical applications are down.
P2	A Priority Two Error means (i) the production system is functioning with limited capabilities, (ii) the production system is unstable with periodic interruptions, (iii) there is an Issue in an application in development that is in final testing, facing a critical time frame of going into production use, or (iv) due to an Issue, development efforts cannot proceed for an application in development.
P3	A Priority Three Error means (i) there are Issues with workaround solutions in fully operational production systems, (ii) there are Issues in non-critical functions, (iii) there is a time sensitive Issue affecting performance or deliverables, or (iv) a major subsystem under development cannot proceed due to an Issue.
P4	A Priority Four Error means (i) there is a request for a product enhancement or new feature, or (ii) cosmetic or non-functional Issues
P5	A Priority Five Error means (i) there is a need to clarify procedures or information in documentation, or (ii) there are issues in the documentation.

1. Service terms for each of the above priority level will be varied as per the chosen cluster type and are listed below

	Evaluation	Standard	Enterprise
Maximum Monthly Tickets
Uptime Guarantee	NA	99.95%	99.95%
Coverage	12 x 5	24 x 7	24 x 7
Contacts	5 per month	Unlimited	Unlimited
Monthly Cases	5 per month	Unlimited	Unlimited
SLAs (Response Times)	1 hour for all issues	5 minutes for P1 Issues 10 Minutes for other issues	5 minutes for P1 Issues 10 Minutes for other issues
SLAs (Resolution Time)	P1 - within 1 business day P2 - within 2 business days P3 - within 3 business day P4 - within 4 business days	P1 - within 60 minutes P2 - within 4 hours P3 - within 1 business day P4 - within 4 business days	P1 - within 60 minutes P2 - within 4 hours P3 - within 1 business day P4 - within 4 business days
Channels	Support Ticket, Email	Support Ticket, Email, Video conferencing, Teams / Slack, Dedicated Phone Line	Support Ticket, Email, Video conferencing, Teams / Slack, Dedicated Phone Line
Connectors Included	All	All	All
Phone Line for P1s	No	Yes	Yes
Emergency Patches	No	Yes	Yes
Consulting with Technical Architect	No	5 hours per month	5 hours per month
HA Configuration Support	No	Yes	Yes
DR Configuration Support	No	No	Yes

1. Assigning of Priority levels will be done internally in Zeliot’s sole discretion, and will be made visible to the customers

2. Support services are included as part of the subscription opted by the customer during onboarding and

3. If the customer chooses to change their subscription, service terms will be aligned in accordance to the above matrix

4. Customer responsibilities:

5. Customer has made reasonable efforts to resolve the Issue before reporting the Issue to Zeliot, including having the Issue reviewed by the Customer Representative;

6. Customer has provided Zeliot with sufficient information, including any reproducible test cases requested by Zeliot;

7. Customer has installed all Maintenance Releases;

8. Customer has procured, installed and properly maintained all equipment, telephone lines, communication interfaces and other hardware necessary to operate the Supported Software; and

9. Customer has designated personnel resources (aka Customer Representative) to provide necessary diagnostic information until an Update or Maintenance Release is made available

10. Raising a ticket: (Valid methods to raising a service ticket) * either via in-built support tool in the environment, control tower, helpdesk portal, e-mail

11. Escalations: Escalations will be via emails provided Zeliot does not meet response times conditions

12. Technical Pre-requisited:

13. All environments should have outbound connectivity through Control Tower DNS

14. Any firewalls / other blockers should enable access via Zeliot’s VPN

15. Exclusions / Exceptions

Zeliot will not be held liable if

1. the Supported Software has been changed or modified (except if under the direct supervision of Zeliot) or damaged (Due to various reasons including and not limited to ingesting malicious code into or failure relating to the Custom Transforms Framework);

2. the Issue is caused by Customer’s negligence, hardware malfunction, the configuration of the platform or datacenter, network latency or causes beyond the reasonable control of Zeliot;

3. the Issue is caused by third party software not licensed through Zeliot;

4. the technical prerquisited listed previously are not met

5. customer has not installed and implemented all available Maintenance Release(s) for the Supported Software; or

6. customer has pending bills to Zeliot, since support services are included as part of Zeliot’s overall services and not billed separately

7. A violation of the terms of use (to be linked) will constitute as non-liability to Zeliot

8. Issues are a result of planned downtime (30 Mins permitted monthly)

9. Non-compliance & Disputes

- Zeliot is liable to provide customers provided the following conditions are met:

• It is a ticket categorized as P1 by the customer

• The Zeliot team has approved the ticket as a P1 issue; implying that it has mission-critical implications

• The cluster in question is either a standard / enterprise cluster since Zeliot does not provide any uptime commitments to Evaluation customers; Evaluation customer issues to be resolved on a best effort basis during the defined business day as per Section 1

• Zeliot is only liable for any uptime in addition to the committed levels of 99.95% (Normalised to 22 minutes of down-time per environment / cluster a month)

• Reimbursements are to provided in vCPU hour units and will be offset against the next billing cycle

• None of the exceptions mentioned in “Section 3 – Exceptions and Exclusions” are upheld

• In-case of issues relating to planned downtime, Zeliot is only liable if the 30 mins of permissible planned downtime threshold is crossed

SLA violation and any reimbursements are calculated monthly as per “Annexure 1 – SLA Violation Resolution Calculator”

Down-time is calculated as the sum of the response and resolution time of tickets that meet the above requirements which is calculated as following:

• Response Time to be initiated from the moment that the ticket is raised by customer

• After response / acknowledgement is provided, the response time is logged and paused

• A response is either

• An approval / recategorization of priority levels of ticket along with assigning of appropriate support members for resolution

• In-case additional information is required (as the first response), the resolution timer is not initiated until support information is provided

• If no additional information is required, the resolution timer is to be initiated

• If additional information is required, resolution timer to be initiated after satisfactory information is provided

• If there are any additional technical / information after this stage, the resolution timer is to be paused.

• Time tracking is provided to Evaluation clusters as well despite there being no SLA commitments.

• The customer will be provided with a timeline of a ticket’s resolution and the option to contest it with the support team by sending an email to [email protected]

1. Changes to Support Terms & Services

Changes to Support Terms are at Zeliot’s discretion provided there is no material or significant decrease in service coverage during the customer’s subscription period.

Annexure – 1 SLA Violation Reimbursement Table

• <99.9% but ≥99.0% → 10% credit

• <99.0% but ≥95.0% → 25% credit

• <95.0% → 60% credit

Uptime Percentage mapped to respective downtime limits:

• 99.9% - 43 Minutes

• 99% - 432 minutes

• 95% - 2160 minutes

• The above calculations are only applicable to support requests that adhere to terms in Section 4

• Monthly down-time is in addition to the 43 minutes that are allocation to each environment / cluster are calculated

• This is then adjusted against the vCPU hours that allocated to each cluster

• These vCPU credits are then to be adjusted against the billing of the following month (Discounts to be calculated as a % of the billing for the month in which downtime was incurred)

• Since billing is typically done on the last day of the month, the above calculator will be calculated between the 26th day of each month. i.e, reimbursement for the month of June to be calculated from 12 AM on the 26th of May – 12 AM on the 26th of June and to be credited againt billing incurred on 26th of July.

Example:

Assumptions for said environment:

Nodes: 3 (A)

VCPUs/ node: 8 (B)

Total vCPU units: (A) * (B) = 8*3 = 24 (C)

Downtime Faced in a month (With validity conditions from “Section 4” met) : 120 minutes (D)

Downtime Commitment: 22 mins / month (E)

Charges / vCPU hour: $0.2 (Billed monthly) (F)

Monthly Bill : (C) * (F) * 30 * 24 (Hours in a month) = 24 * 0.2 * 720 = $3,456 (G)

Calculations of SLA breach:

Total SLA violation to be consider for re-imbursement: (D) – (E) = 120 mins – 43 mins = 77 mins

10% reimbursement due = 10% * (G) = 10% * 3,456 = $345.6

If valid downtime faced was 1000 mins

The SLA violation timer, assuming all conditions met would be = 1000 mins – 43 mins = 957 mins

25% reimbursement due = 25% * (G) = 25% * 3,456 = $864