Service Level Agreement

1. Support Levels

This Service Level Agreement ("SLA") defines the support levels, response times, and resolution targets for software products and services provided by RPTech Software Marketplace ("Provider"). This SLA applies to all customers with an active software license and/or Annual Maintenance Contract (AMC).

RPTech Software Marketplace is committed to providing reliable, timely, and effective technical support. This SLA establishes measurable commitments for our support services and outlines the remedies available when we fail to meet these commitments.

Support levels are determined by the customer's license type and any additional support packages purchased. The following support levels are defined:

• Standard Support: Included with all license purchases. Provides access to email and portal-based support during standard business hours.
• Premium Support: Available as an add-on. Provides extended hours, faster response times, and priority handling.
• Enterprise Support: Included with Enterprise licenses. Provides 24/7 availability, dedicated support representatives, and custom SLA terms.

2. Critical Issues (P1)

A Critical issue is defined as a problem that causes a complete or near-complete outage of the software, preventing all or substantially all users from performing their core business functions.

Characteristics of a Critical issue:

• Complete system outage or unavailability
• Data loss or corruption affecting production data
• Active security breach or vulnerability being exploited
• Inability to process any transactions or critical business operations
• Complete failure of a core module used by all users

When reporting a Critical issue, please provide:

• A clear description of the problem and its impact
• Steps to reproduce the issue (if applicable)
• The scope of impact (all users, specific department, specific location)
• Any error messages displayed
• The urgency and business impact of the issue
• Your contact information for immediate communication

3. High Priority (P2)

A High Priority issue is defined as a problem that significantly impacts a key feature or function, affecting a substantial number of users but with a viable workaround available.

Characteristics of a High Priority issue:

• Major feature malfunction affecting multiple users
• Significant performance degradation impacting productivity
• Integration failure with a critical third-party system
• Workaround is available but significantly impacts efficiency
• Report generation errors affecting business reporting
• Non-critical security issue requiring prompt attention

4. Medium Priority (P3)

A Medium Priority issue is defined as a problem that affects a specific feature or function with limited impact on users, or a significant issue where a reasonable workaround is available.

Characteristics of a Medium Priority issue:

• Non-critical feature malfunction affecting a limited number of users
• Minor performance issues in specific modules or functions
• UI/UX issues affecting workflow efficiency
• Non-critical integration issues with a reasonable workaround
• Report formatting or layout issues
• Configuration issues that can be resolved with guidance

5. Low Priority (P4)

A Low Priority issue is defined as a problem that has minimal impact on operations and users, typically involving enhancement requests, minor cosmetic issues, or documentation questions.

Characteristics of a Low Priority issue:

• Feature enhancement requests
• Minor UI cosmetic issues (typography, alignment, spacing)
• Documentation clarifications or requests
• General questions about software functionality
• Non-urgent configuration changes
• Training-related inquiries

6. Response Time Matrix

The following table defines our commitment to initial response times based on issue priority and support level:

7. Resolution Targets

The following table defines our commitment to resolution times based on issue priority and support level:

Resolution is defined as the point at which the reported issue is either fully fixed, a permanent workaround is provided, or the issue is documented as a known issue with a planned fix in a future release.

8. Escalation Process

If an issue is not resolved within the defined response or resolution timeframes, the following escalation process applies:

8.1 Level 1 Escalation

Triggered when the initial response time is not met. The issue is escalated to a senior support engineer who reviews the case and takes ownership. Escalation occurs automatically if the initial response SLA is breached.

8.2 Level 2 Escalation

Triggered when the resolution target is at risk or has been exceeded. The issue is escalated to the Support Manager who coordinates additional resources and provides a revised resolution plan with specific milestones.

8.3 Level 3 Escalation

Triggered for persistent Critical issues or when Level 2 escalation does not result in satisfactory progress. The issue is escalated to the Director of Customer Success and the Engineering leadership team. A dedicated task force is assigned to resolve the issue.

8.4 Executive Escalation

For issues that remain unresolved after Level 3 escalation or that have significant business impact, executive escalation is available. The Chief Technology Officer or Chief Executive Officer will personally review the case and provide a resolution commitment.

9. Support Availability

Support availability by support level:

10. Service Credits

If RPTech Software Marketplace fails to meet the response or resolution commitments specified in this SLA, eligible customers may be entitled to service credits as follows:

Service credits must be requested within 30 days of the SLA breach. Credits are applied as a deduction from the next invoice and cannot be exchanged for cash. Total service credits in any month shall not exceed 50% of the monthly service fee.

11. Exclusions

The commitments in this SLA do not apply to issues caused by:

• Force majeure events (natural disasters, pandemics, war, terrorism, etc.)
• Customer actions or omissions, including misuse of the software
• Third-party hardware, software, or services not provided by RPTech Software Marketplace
• Customer's failure to meet system requirements or apply required updates
• Planned maintenance windows communicated at least 48 hours in advance
• Issues in beta or pre-release versions of the software
• Problems resulting from unauthorized modifications to the software
• Network outages or internet connectivity issues beyond our control
• Cyberattacks, DDoS attacks, or other security incidents (though we will work to resolve them as quickly as possible)

12. Term and Termination

This SLA is effective for the duration of your active software license and/or AMC. The SLA terminates automatically when your license or AMC expires or is terminated.

• Review: This SLA is reviewed annually and may be updated with 60 days' notice.
• Modification: Changes to this SLA will be communicated via email and posted on our website. Continued use of the Services after changes take effect constitutes acceptance.
• Termination: Either party may terminate this SLA with 30 days' written notice. Termination does not affect credits earned prior to termination.
• Disputes: Any disputes regarding SLA credits shall be resolved through our standard dispute resolution process as outlined in our Terms of Service.