Last update: August 3, 2023
“Errors” shall have the meaning ascribed to it in Section 3(b).
Unless otherwise defined herein, all capitalized terms carry the definitions ascribed to them in the Master Terms, or Order Form, as applicable.
Pursuant to the Flinks Master Terms and Conditions set forth at https://flinks.com/terms-conditions/, and the applicable Order Form between Flinks and Client, Flinks shall provide Client with the following Service:
Connection Method Availability and Flinks Connect Availability are monitored on a 24/7 basis and assessed on a monthly basis. Flinks commits to deploy its best efforts to ensure 99% Connection Method Availability and Flinks Connect Availability, excluding Scheduled Maintenance, Emergency Maintenance and any Data Source malfunction outside of Flinks’ control.
In the event that any bugs, defects, delays, hindrances, or other errors (collectively, “Errors”) occur, Client will report to Flinks the Error in accordance with the Severity Levels (to be reasonably determined by Client) as set forth in Schedule A hereto. Flinks commits to deploy its best efforts to respond to an Error, depending on the Severity Level, within the time frames set forth in Schedule A entitled “Schedule A – Support”, starting from the time Client notifies Flinks of the Error.
1. Technical support times for the Service described in this Service Schedule are as follows during the Term:
| Severity Level | Acknowledgement Time | Engagement Method |
|---|---|---|
| “Severity Level 1” is an emergency condition which makes the use or continued use of any one or more functions of the Software impossible or significantly impaired. The condition requires an immediate solution that is not already available to Client. | Upon reception of report from the Client. | If found by Flinks: Flinks shall call or email the Client business lead. If found by Client: Client shall open a support ticket by emailing [email protected] (Canada) or [email protected] (USA) and shall immediately call or email Flinks’ relationship manager assigned to Client. |
| “Severity Level 2” is, other than any Severity Level 1 problem, any condition which makes the use or continued use of any one or more functions of the Software difficult and which Client cannot reasonably circumvent or avoid on a temporary basis without the expenditure of significant time or effort. | < 1 hour | If found by Flinks: Flinks shall email the Client business lead. If found by Client: Client shall open a support ticket by emailing [email protected] (Canada) or [email protected] (USA) and shall call or email Flinks’ relationship manager assigned to Client. |
| “Severity Level 3” is, other than any Severity Level 1 problem or Severity Level 2 problem, any limited condition which is not critical in that no loss of Client Data occurs and which Client can reasonably circumvent or avoid on a temporary basis without the expenditure of significant time or effort. | < 4 hours | If found by Flinks: Flinks shall update the Status Update website (status.flinks.com). If found by Client: Client shall open a support ticket by emailing [email protected] (Canada) or [email protected] (USA). |
| “Severity Level 4” is, other than any Severity Level 1 problem, Severity Level 2 problem or Severity Level 3 problem, a minor condition or Documentation error which Client can easily circumvent or avoid. Additional requests for new feature suggestions, which are defined as new functionality in existing Software, are also classified as Severity Level 4. | < 1 day | If found by Flinks: Flinks shall contact Client to schedule an ad hoc meeting or a quarterly business review. If found by Client: Client shall contact Flinks’ relationship manager assigned to Client. |