Date Last Updated: August 2, 2024

Customers are important to Hyperview. Our organization provides Customer Support and a Service Level Agreement (SLA) to support its customers.

1.0 Definitions

Availability and uptime: This is the amount of time that services are running and accessible to the customer, excluding scheduled maintenance. Uptime is tracked by calendar month.

Downtime: This is the total accumulated time the service is unavailable, not including scheduled maintenance.

2.0 Service-Level Agreement (SLA)

Service Commitment

Hyperview will use commercially reasonable efforts to make service available with an uptime percentage of at least 99.95%.

If the service commitment is not met, the customer shall be eligible to receive a service credit based on the pro-rated monthly rate and pro-rated subscription period.

The calculation involves taking the total agreed Business Hours of Operation Minutes (24×7 unless specified otherwise) in a calendar month, subtracting the Unplanned Downtime Minutes for that month, dividing by the total agreed Business Hours of Operation Minutes, and then multiplying by 100.

Scheduled Maintenance is considered a planned outage and is not calculated as part of Availability.

This SLA and any applicable Service Levels do not apply to any performance or availability issues:

• Due to factors a Force Majeure Event
• That result from the use of services, hardware, or software not provided by us, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or services
• Due solely to Customer’s failure to modify its use of the Service after having been advised to do so by Hyperview and Customer was advised that such failure would impact performance or availability
• That are a sole and direct result from Customer’s failure to safeguard its passwords or log-in credentials or otherwise resulting from Customer’s failure to follow appropriate security practices
• That result from Customer’s failure to adhere to any required configurations, use supported platforms, adherence with any policies for acceptable use, or Customer’s misuse of the Service in violation of their Agreement

3.0 Customer Support

Hyperview knows that providing the best possible support to our customers is critical to making our customers successful.

3.1 Contact Information

• Email: support@hyperviewhq.com
• Telephone Number: +1 (866) 612-3637
• Web: Helpdesk

3.2 Service Scope

The support service scope is monitored telephone and email support.

4.0 Service Management

Effective support of in-scope services is a result of maintaining consistent service levels.

5.0 Customer Support Availability

• Online: Helpdesk support request
• Email support during Business Hours 8 am EST to 8 pm EST Monday through Friday
• Phone support during Business Hours 8 am EST to 8 pm EST Monday through Friday

6.0 Service Requests

Hyperview will provide ongoing support to customers using the approved service support channel and knowledge base resources. When a request or transaction is submitted, Hyperview will authenticate the customer to verify their identity in proportion to the risk of the request or transaction.

In support of services outlined in the agreement, Hyperview will respond to service-related incidents and/or requests submitted by the customer within the following timeframes:

7.0 Root Cause Analysis (RCA)

This Service Level assesses whether the Supplier submits the initial Root Cause Analysis Form to the Company within the specified timeframe after a “Severity 1” or “Severity 2” Performance Incident occurs. It is determined by counting the days from the onset of the Performance Incident to the day the RCA is delivered.

8.0 Recovery Point Objective (RPO)/Recovery Time Objective (RTO)

9.0 Customer Requirements

• It is expected that customers have valid subscriptions and are current on their accounts.
• Hyperview is expected to have customer representatives available for a reasonable period of time when resolving service-related incidents or requests.