Skip to main content

Service Level Agreement - July 2025

Effective Date: July 1, 2025

Support Services includes Ketryx’s identification, diagnosis, and correction of errors by help desk technicians (“Support Services”). Ketryx will provide Support Services involving direct communication with Customer representatives, whom Customer shall pre-identify. Customer may purchase enhanced support services separately at Ketryx’s then current rates. Ketryx will use commercially reasonable efforts to respond to all Helpdesk tickets within one (1) business day.

Customer must report incidents to Ketryx. Once a case is reported, Ketryx begins measuring response time. For High Severity (Severity 1 or 2) Incidents as described below, the Customer must call Ketryx support immediately so that the process of verifying the Incident can begin. First Response Time for Severity 1 or 2 Incidents begins upon the call made to Ketryx support.

Exceptions to the support availability requirement include: (a) acts or omission by Customer to extent such act, omission, access or use does not strictly comply with this Agreement or the Documentation; (b) Customer’s internet connectivity; (c) a Force Majeure Event; (d) failure, interruption, outage, or other problem with any software, hardware, system, network, facility, or other matter not supplied by Ketryx or its subcontractors pursuant to this Agreement; or (e) scheduled Downtime.

‍

Severity
Level

Incident Description

Target First
Response Time

1

A critical Incident that results in a complete system outage or major application failure and prevents Ketryx from performing critical Ketryx Product functions that have immediate impact upon development, configuration or scanning of Customer Data. There is no workaround available.

48 hours

2

A serious Incident that prevents the execution of a critical Ketryx Services function, causing disruption of the operation of such Ketryx Services. It causes serious impact in the processing of Ketryx Services and there is no acceptable workaround.

72 hours

3

An Incident that does not prevent the execution of a critical Ketryx Services function and does not impact data integrity. The problem may be reasonably circumvented using an available workaround.

3 business days

4

An inquiry and/or low-impact process issue. Examples include cosmetic defects on screens, errors in documentation, or an enhancement request.

5 business days

‍

Ketryx shall make the Ketryx Services available, as measured over the course of each calendar month during the Term (each such calendar month, a “Service Period”), at least 99.5% of the time, excluding only the time the Ketryx Services are not Available solely as a result of one or more Exceptions (“Availability Requirement”). “Available” means the Ketryx Services are available and operable for access and use by Customer and its users over the internet in full conformity with the Documentation.