riskCanvas Technical Support Policy and SLA
The following technical support services (“Technical Support”) shall be provided by riskCanvas Holdings LLC (collectively “riskCanvas,” “we,” “us,” or “our”) as part of its customer’s (collectively “Customer,” “You,” or “Your”) paid annual subscription to Technical Support for the riskCanvas Product Suite of products (“Products”), subject to the terms and conditions of Your applicable agreements with riskCanvas.
riskCanvas Hosted Services
For customers who have contracted with riskCanvas for Hosted Services, riskCanvas leverages server monitoring software to measure server-side error rates, ping results, web server tests, TCP port tests, and website tests. At the end of each year, riskCanvas will calculate the total “downtime” periods for each customer instance. Our Service Level Agreement (SLA) for Hosted Services is 99.9% annual uptime. Certain events will not be counted as downtime:
- Planned upgrades and releases which are coordinated with Customer
- Outages caused by Customer behavior
- External network problems outside of our control
If the total annual downtime is greater than 99.9%, We will provide Service Credits to the Customer.
A Support Contact is an individual, with an assigned email and phone number, whom You have designated as a point-of-contact with riskCanvas’ Technical Support personnel. Only Support Contacts may contact riskCanvas Technical Support. Support Contacts will maintain technical ownership of all issues escalated into riskCanvas Technical Support. riskCanvas will engage in all case related communication with these named individuals. A set number of Support Contacts may contact riskCanvas Technical Support. It is Your responsibility to advise riskCanvas Technical Support when You desire to change a Support Contact.
Prior to Logging a Case
Before logging a case with riskCanvas Technical Support, the Support Contact should follow the steps below:
- Verify that the issue is with the Products and not third-party software.
- Verify that the system is using a currently supported version of the Products.
- Attempt to reproduce the issue and determine if it occurs consistently.
- Determine if the issue occurs on a local machine or on multiple machines in the customer environment.
Engaging Technical Support
When You have an issue that you cannot solve on Your own or by using any of the self-service resources provided, Your Support Contact may contact riskCanvas Technical Support to log a case for their issue via email, telephone, or the online case logging portal. You shall have direct access 24 hours per day, 7 days per week, and 365 days per year, excluding scheduled or unscheduled maintenance periods, to riskCanvas’ technical support portal to report any service issues. In the event of a failure in the case of SL1 or SL2 (as described below), riskCanvas will promptly apply additional technical resources to the issues.
Technical support issues are grouped into the following four categories, in each case pertaining to issues that are caused by and in the sole control of riskCanvas.
Severity Level Definitions
Severe problem with the Products resulting in complete work stoppage for a large number of eg. users. No alternatives or work-around identified and work cannot continue. example: All users see an error message from the application when trying to access the application.
Critical issue which interferes with a major function of the Products or causes major usability concerns. example: riskCanvas Global Search feature is not functioning and therefore there is no way to lookup account details (no work around available).
Issue which interferes with a minor function of the Products but an acceptable work-around is in place. example:riskCanvas productivity dashboard not loading correctly. Managers forced to run custom report and export to excel to view case assignment metrics.
Cosmetic issues such as typographical errors, misaligned text, or incorrect images. example: Line of text is wrapping to a new line and is causing unusual spacing within the riskCanvas interface.
Reporting & Responses
riskCanvas will respond to logged cases from its customers within the response times below:
Severity Level Target Response Times*
SL1- 1 hour
SL2- 4 hours
SL3 – 1 business day
SL4 – 5 business days
*Response is a real-time response from a riskCanvas representative to begin the process of troubleshooting the issue.
riskCanvas shall provide an update by telephone or email to a Support Contact every two (2) hours in the case of SL1 problems and every four (4) hours in the case of SL2 problems. Updates will not be required for SL3 or SL4 issues. Customer’s logging SL1 and SL2 issues must be available to work full-time throughout the resolution process with riskCanvas to resolve the issue. riskCanvas shall not be responsible for providing regular updates (as noted above) and resolution may be delayed if a customer does not have staff available to provide timely information and support. You must be willing to involve the level of staff needed to resolve the issue effectively and be available to assist riskCanvas with tasks such as testing, sending appropriate information, and implementing suggestions.
Service Credits for Technical Support Response Times
riskCanvas will use commercially reasonable efforts to meet or exceed the Target Response Times listed above. In the event riskCanvas does not meet these standards, You will be eligible to receive a one-time Service Credit in the amount of 5% of the total monthly Technical Support Subscription fee (excluding one-time payments) for each instance in which riskCanvas failed to meet the Target Response Time. Service Credits will only apply to future purchases of the Products or associated Technical Support. To receive a Service Credit, you must submit a claim by sending an email to support@riskCanvas.com within 30 days of an incident occurring. Service credits are not available for any unavailability of riskCanvas Technical Support during United States federal holidays, force majeure events, unavailability or inaccessibility of Your data center or technical infrastructure, due to a lack of internet access, scheduled Product maintenance, or suspension or termination of your access to riskCanvas Technical Support.
Service Credits for Missing Hosted Services SLA
riskCanvas will use commercially reasonable efforts to meet or exceed the SLA listed above. In the event that the total annual uptime does not meet 99.9%, you will be eligible to receive a one-time Service Credit in the amount of 5% of the total annual Hosted Services Fees (excluding one-time payments) for every one-tenth percentage point that the SLA has been missed. The difference between the SLA and the actual uptime will be rounded up to the nearest whole one-tenth of a percentage point (eg if the total uptime for the year is 99.76, (.14 off of the SLA), this will be rounded to .2% deviation from the SLA and qualify for a 10% service credit). Service Credits will only apply to future purchases of the Products or associated Technical Support. To receive a Service Credit, you must submit a claim by sending an email to support@riskCanvas.com within 30 days of an incident occurring.
Providing Data to Technical Support
During the course of troubleshooting an issue, it may be necessary to provide riskCanvas Technical Support personnel with data from Your systems. For the convenience of our customers, and except as otherwise stated in this document, riskCanvas provides several methods to transmit this data including, but not limited to, email and the Technical Support portal. You will not transfer to riskCanvas or provide to Technical Support resources any access to any data or information that is subject to regulation under Applicable Data Protection Law (“Protected Data”), including without limitation Personal Data, Protected Health Information and Personally Identifiable Information (as such terms are defined in Applicable Data Protection Law), except for Protected Data related to Your Support Contacts. “Applicable Data Protection Law” means all applicable international, federal, state, provincial and local laws, rules, regulations, directives and governmental requirements currently in effect and as they become effective relating in any way to the privacy, confidentiality or security of Protected Data including, without limitation, the European Union Directives governing general data protection and all applicable industry standards concerning privacy, data protection, confidentiality or information security. In the event such data is transmitted to riskCanvas, riskCanvas shall have no liability to Customer for any damages of any kind (including loss of revenue or use), whether in contract or tort, relating to such transmission, even if riskCanvas has been advised of the possibility of such damages.
Third Party Software
The Products depend on multiple third-party components to operate properly. These components may include, but are not limited to databases, operating systems, firewalls, and web servers. riskCanvas aids in the deployment of the Products with these components, however we do not provide direct support for third-party components. It is the customer’s responsibility to configure those components and ensure other applications function in the desired configuration before calling riskCanvas Technical Support for any issue related to the Products. In certain instances, riskCanvas Technical Support may be available to work with and provide information to the third-party vendors. If a defect in third-party software causes the Products to perform less optimally, riskCanvas Technical Support will identify the third-party component so that the customer may pursue a solution with the correct vendor.
Changes to Policy
riskCanvas reserves the right to change this Policy without prior notification to you. If we make a change to this Policy, we will change the effective date above. We suggest you review this Policy from time to time. If we materially change this Policy, we will attempt to provide you with notice of such changes via email or by posting a notice on this website.
If you have any questions regarding this Policy, please contact us at support@riskCanvas.com