Uniphore Support SLAs

Standard Support Terms

Uniphore Technical Support will use commercially reasonable efforts to resolve all issues relating to the ongoing use of Uniphore products for our clients. Uniphore Technical Support will leverage necessary tools, knowledge, and resources available in this effort. Uniphore Technical Support is comprised of two Support Levels; Support Engineers and Escalation Engineers, described in detail below. Customer may open a Service Request via phone, email, and online submission.

Support Engineers:

  • Support engineers will support and manage incidents raised by the customer or as deemed necessary by Uniphore support management.
  • Support engineers will seek additional data, logs and any additional descriptions of the issue that will aid in speedy resolution of the incident
  • Support engineers will leverage additional knowledge and resources as necessary to bring SR to resolution as efficiently as possible.
  • Support engineers will own to resolution any issue raised. If Escalation engineers are engaged at any point, the Support engineer will maintain ownership of incident through resolution and continue as primary POC for Customer authorized user.

Escalation Engineers:

  • Escalation engineers are engaged for issues deemed product defects/enhancements.
  • Escalation engineers are engaged with Support and Development management approval.

SLA Exclusions:

Uniphore’ obligations hereunder are based on and subject to the Customer: (i) complying with the terms and conditions of the Agreement, including this SLA; (ii) complying with Uniphore’ instructions, if any, for performing any corrective action; and (iii) maintaining the connectivity (with acceptable bandwidth) of the Customer’s workstations to the main Internet, as well as creating and maintaining firewall definitions and opening required ports that permit access to the Program. The following shall not be considered within the definition or calculation of Downtime and shall be deemed SLA Exclusions: (i) Scheduled Maintenance; (ii) backups of the Program; (iii) Program unavailability that is attributable to: (a) causes beyond Uniphore’ reasonable control, such as a force majeure event, or the performance of any third party hosting provider or communications or internet service provider; (b) Customer’s failure to perform any obligation under the Agreement that affects the performance of the Program; (c) any actions or omissions of the Customer or any third party acting on its behalf; and/or (d) Customer’s or any third party’s equipment or software; (iv) Program unavailability caused by the suspension and termination of Customer’s right to use the Program in accordance with the Agreement; each (each an “SLA Exclusion”).

Service Levels

Severity Level Severity Level Definition Uniphore Initial Response Time Communication Commitments Recommended Request Process
Sev 1
  • The Problem causes complete loss of service
  • The problem is a blocker to deployment
  • Work cannot reasonably continue as the feature or function does not allow completion of work and its operation is mission critical to the business.
  • A vulnerability which can be publicly exploitable and known to closed user group or to public.
  • A customer reported breach of data from the customer's environment
  • Customer data leakage due to Uniphore security breach
  • Ransomware/DDOS/Malware attack in Uniphore environment which compromises confidentiality, integrity, or availability of customer data
 1 Business hour

90% of issues responded to in one hour or less during primary coverage. We are targeting a 90% compliance rate that every issue will be responded to in one hour or less during primary coverage.
  • If the problem has not been solved within one (1) hour, Uniphore will escalate the problem to the appropriate Uniphore workstream. The escalated problem will have a higher priority than ongoing development or operations initiatives
  • Regular communications will occur every 2 hours during business regular business hours as defined above.
 Phone call

Additional details will be requested either through email or online ticketing system.
Sev 2
  • The problem causes important loss of service. A major software function is experiencing a reproducible problem that causes a major inconvenience to the Customer.
  • An acceptable workaround may or may not be available, however, operation can continue in a restricted fashion.
  • The current release should be patched if a permanent workaround cannot be found, and the next release is not imminent.
  • A vulnerability that impacts our products, and ease of exploitability is high
 2 Business hours
  • If the problem has not been resolved within four (4) hours, Customer may request that Uniphore escalate the problem to the appropriate Uniphore workstream where the escalated problem will have higher priority than ongoing development or operations initiatives.
  • Communications on the status will occur daily.
 Phone call
Email
Online
Sev 3
  • The Problem causes minor loss of service or is a minor error. The impact is an inconvenience that may require a workaround to restore functionality or is a minor error, incorrect behavior, or a documentation error that does not impede the operation of a system.
A vulnerability which has some exploitability probability and requires more information gathering to assess impact

  • Any reported security incident that requires further investigation to assess impact.
 24 Business hour
  • Communications will occur every 3 business days until resolved.
 Phone call
Email
Online
Sev 4
  • Adding features or functionality to the platform.
  • An incident with minimal or negligible impact to the system(s), organization(s) or infrastructure and does not result in any loss of confidentiality, integrity, or availability of information
 3 Business Days Depending on the complexity of the requested added functionality, a meeting to discuss more details may be necessary to determine timelines. Phone call
Email
Online

Downtime/Maintenance:

Uniphore periodically adds, repairs, and upgrades the data center network, hardware and the Software and shall use its best efforts to accomplish this without affecting the Customer’s access to any Software; however, repairs of an emergency or critical nature may result in the Service not being available for the Customer’s usage during such repairs. Uniphore reserves the right to take down the server(s) at the data center to conduct routine maintenance to both software and hardware according to the following protocols.

Item Description Commitment
Standard Maintenance Window Weds: 9pm to 1 am
Sun: 9am to 1pm
Scheduled Uploads Regular planned uploads of new functionality will take place during the standard maintenance window Minimum of 10-day notice prior to the upload going into the production environment

A message will be displayed on the main site stating Uniphore will be down.
Scheduled Maintenance Routine, scheduled maintenance will be performed inside the maintenance window A message will be displayed on the main site stating Uniphore will be down.
Non-Scheduled/Emergency Maintenance May be performed outside the maintenance window and will be counted as unscheduled downtime. Customer will be notified immediately.

A message will be displayed on the main site stating Uniphore will be down.

Support Discontinuance (on premise deployments only):

Uniphore agrees to support any given version of the Licensed Product for 12 months as of its official release, regardless of Customer’s decision to upgrade to the new version or not upon the availability of such upgrade.

Limitation of the SLA

The SLA expressly excludes the following:

  • Training
  • Installation, configuration and technical support for Customer equipment or operating systems
  • Technical support, consultation, or problem resolution pertaining to software applications other than those supplied by Uniphore and described in this Agreement
  • Resolution of problems resulting from negligence of the system user. Including specifically the incorrect data entry, the use of altered data or source code and the failure to use the Software according to the instructions provided in the user guide
  • Support for development, integration, and custom reports, whether developed by Customer or any party other than Uniphore
  • Any alterations or additions, performed by parties other than Uniphore, except for programs using product interfaces provided by Uniphore
  • Use of the Software on an Operating Environment other than that for which such Software was designed, except as expressly prescribed in the user guide
  • Maintenance and support for non-production environments and sand boxes
  • Data migration

If Customer requires that a member of Uniphore’ staff provide services pertaining to any of the above exclusion which are not included as part of the SLA, Uniphore can create a project with our Professional Services organization’s support.