This Platform Access and Service Level Agreement (“SLA”), together with any Order Forms executed by Drift and Customer forms part of the Agreement between the parties for the provision of the Drift Services to Customer (the “Agreement”).
For any partial calendar month during which Customer subscribes to the Platform, general availability will be calculated based on the entire calendar month, not just the portion for which Customer subscribed. In addition, unavailability of some specific features or functions within the Platform, while others remain available, will not constitute unavailability of the Platform, so long as the unavailable features or functions are not, in the aggregate, material to the Platform as a whole.
|Critical|| Issue affecting entire system or single critical production function;
System down or operating in a materially degraded state;
Data integrity at risk;
Widespread access interruptions.
|High||Material component failure that materially impairs its performance.|
|Medium||Operating with minor issues that can be addressed with a workaround.|
|Low||Request for assistance, information, or services that are routine in nature.|
Drift will endeavor to respond to and to resolve all errors within the following target times based on the severity of the Error.
|Severity||Target Response Time||4 hours|
|Critical||Initial response within 1 hour. Updates no less than every 2 hours until resolution.||4 hours|
|High||Initial response within 4 hours. Updates no less than every 6 hours until resolution.||24 hours|
|Medium||Initial response within 24 hours. Updates no less than every 24 hours until resolution.||72 hours|
|Low||Initial response within 24 hours. Updates no less than every two days until resolution.||7 days|
Response and Resolution times will be measured from the time Drift receives a Support Request until the respective times Drift has (1) responded to such Support Request, in the case of response time, and (2) resolved such Support Request, in the case of resolution time. Please note, there may be initial response delays for requests sent outside of normal business hours (8 am – 6 pm EST).