Donoma Software Service Level Agreement (SLA)
Service Level Objective for Donoma Services via Cloud
Donoma shall use commercially reasonable efforts to maintain availability of 99.95% of each calendar month for the Services. Availability will be calculated by dividing the total number of minutes of Uptime (defined below) during the applicable calendar month by the total number of minutes in such month, minus minutes of Outages (defined below) occurring due to scheduled maintenance and attributable to Third Party Actions (defined below) and multiplying that amount by 100.
The formula for this calculation is as follows: Availability = (X ¸ Y) x 100 X= Total # of minutes of Uptime during calendar month Y= (Total # of minutes in such calendar month) – (Total # of minutes of Outages from scheduled maintenance and Third-Party Actions)
For the purposes of this calculation, (i) An “Outage” means that the Donoma Service is unreachable, or that the Donoma Service is not processing or delivering any data, when Your Internet connection is working correctly, (ii) “Uptime” means the number of minutes where there were no Outages, excluding Outages for scheduled maintenance and Third Party Actions, and (iii) “Third Party Action” means any action beyond Donoma’s reasonable control including, without limitation, the performance of Internet networks controlled by other companies or traffic exchange points that are controlled by other companies, labor strikes or shortages, riots, insurrection, fires, flood, storm, explosions, acts of God, war, terrorism, governmental action, labor conditions, earthquakes and material shortages. If a dispute arises about whether or not an Outage occurred, Donoma shall determine in good faith, based on its system logs, monitoring reports and configuration records, and as between customer records and Donoma records, Donoma records shall control. Donoma shall not be responsible for any Outages arising out of Third-Party Actions or for interruptions or shut down of the Service due to circumstances reasonably believed by Donoma to be a significant threat to the normal operation of the Service, a Donoma facility, or access to or integrity of data (e.g., hacker or virus attack). In the event of such interruption or shutdown, Donoma will return Service to normal operation as soon as reasonably possible.
Disaster Recovery Plan
Donoma maintains a reasonable written Disaster Recovery Plan (the “DR Plan”) setting forth procedures for keeping Service functioning; and restoring cloud-based Service functionality promptly after a Disaster. The DR Plan includes procedures no less protective than industry standard, and Donoma shall update the DR Plan as the industry standard changes.
Problem Severity Definitions & Escalation Paths
Donoma’s software defect tracking severity levels for support- does not include installations, upgrades or systems not directly controlled by Donoma including Customer’s network.
| Severity | Definition |
| 1. Catastrophic
Diagnostic and response within eight (8) hours of problem report. Dedicated resources assigned. |
Circumstances cause the entire system or solution to fail.
OR OR AND |
| 2. Severe
Diagnostic and response within two (2) days of problem report. |
An important but not critical Service function fails.
Services operates substantially below design specification. Behavior requires other devices, systems or critical applications on the network to make unreasonable accommodations. There is no reasonable workaround to prevent the failure occurrence. |
| 3. Moderate
Diagnostic and response within two (2) weeks of problem report. |
A minor Service feature does not work. A feature fails under unusual or rare circumstances. Service operates below design specification. A serious error exists in the documentation. A failure with a low impact work around |
| 4. Minor
Diagnostic and response within one (1) month of problem report. |
A failure that is self-correcting within the Service that has minimal operational impact. A minor feature fails under unusual or rare circumstances. A minor error exists in the documentation. |
| 5. Cosmetic | Problem with the Service that does not impact the operation of the Service but has an aesthetic value. |
| 6. Enhancement | A request for new functionality or enhancement to an existing feature.
|
| Elapsed Time | Severity 1 | Severity 2 | Severity 3 | Severity 4 |
|
1- Hour |
Level 1 Support | |||
|
4- Hours |
Level 2 Support | Level 1 Support | ||
|
24- Hours |
Level 3 Support
Sales Management |
Level 2 Support | Level 1 Support | Level 1 Support |
| 48- Hours | President (CEO) | Level 3 Support | Level 2 Support | |
| 72- Hours | Sales Management | |||
| 96- Hours | President (CEO) | Level 3 Support | Level 2 & 3 Support |
“Response” refers to an e-mail, telephone, or in-person acknowledgment of a technical support request.
Support Level Definitions
Level 1 Support. Ability to provide general Service information, configuration support, collection of relevant technical problem identification information, filter non-technical problems from technical problems
Level 2 Support. All Level 1 support capabilities, plus: Ability to support problem isolation and Service specification defect determination, Lab simulation and interoperability testing, Action plan definition, Ability to analyze traces of where the error occurred
Level 3 Support. Level 3 Support includes fixing Software bugs or generating work-arounds, including any security vulnerabilities identified by Donoma or any third party, Troubleshooting bugs that Level 2 Support is unable to bring to resolution
Support Access
Schedule support: https://app.acuityscheduling.com/schedule.php?owner=17960408&appointmentType=11647789
Support phone: (International) +1(540) 443-3575
Support phone (US & Canada) (866)-265-2770
Support email: support@donomasoftware.com
Support Schedule:
Customers with current subscriptions will have access to support from 8:00 a.m. to 8:00 p.m. U.S. Eastern Time, (Hours) Monday through Friday each week, except Donoma observed holidays. However, any level of support may not be available due to matters out of our control. Support will not be available to anyone on the following Donoma observed holidays:
- New Year’s Day (January 1)
- Memorial Day (last Monday in May)
- Independence Day (July 4)
- Labor Day (first Monday in September)
- Thanksgiving and the following Friday (fourth Thursday and following Friday in November)
- Christmas Eve and Christmas Day (December 24 and 25)
If a holiday falls on a Saturday, then we recognize the holiday on the Friday before; if the holiday falls on a Sunday, we recognize the holiday on the Monday following.
Engineering work required outside the stated business hours will be scheduled on a case-by-case basis to accommodate customers’ time zones.
Software Updates & Service Monitoring
Donoma will make available to Customers, from time to time as they are released, free of additional charge, patches and Updates of the Service that Donoma makes generally available to Customers and the public, excluding, however, any modules designated by us, in our sole discretion, as new Services. Acceptance of any Update is hereby deemed subject to the terms and conditions contained in this Agreement.
Cloud-based Service:
For those Customers on a cloud-based subscription, Updates will be applied to the Service as available. Proactive monitoring of the Service is included with cloud-based Service.
On Premise Service:
For those Customers with an on-premises Service, written notification of the Update will be sent, and Customers may arrange installation by scheduling with Donoma Support. Update installation support for on-premises Service is included at no additional charge; but if the Customer prefers to perform the installation unassisted, Donoma will provide instructions on how to access and install the Update. On-Premises Service Customers may be required to license new third-party applications programs or operating systems programs, or update existing versions thereof or computer equipment, at their expense, in order to install or utilize an Update.
Maintenance & Support Provided for Service
All active Maintenance & Support (legacy) Customers, in addition to software Updates listed above, Customer will have access to remote support and application error monitoring as well as telephone support and online support via the Donoma support email address provided below for problems with the Service. Proactive monitoring of the Service is included, but if the Application Health Service is not allowed by a Customer with an on-premises Service, then proactive notification of Service issues will not occur. This support will be available only for the Service. If in analyzing a particular question, Donoma support staff determines that the problem is caused by something other than the Service, support may be offered on a time and materials or contract basis, if available.
Revisions
Donoma may revise this Agreement by posting a new version at the URL below and provide written notice to Customer, provided no such revisions may materially degrade this Agreement’s required performance. Service Level Agreement URL: https://www.donomasoftware.com/licenseagreement/service-level-agreement/
Last reviewed: December 4, 2024
