Standard Service Level Agreement

1. Terms applicable to all Service Levels outlined herein:

    1. Definitions
      1. “Customer” refers to the organization that has signed an agreement (“Agreement”) under which it has purchased a Qorus Software Product as per associated Order Form.
      2. “Customer Support” means the services by which Qorus may provide assistance to Customer to resolve issues with the Product.
      3. “Incident” means any set of circumstances resulting in a failure to meet a Service Level.
      4. “Pending” refers to the process whereby the time for a Ticket is paused due to a pending request for information from the Customer.
      5. “Product” refers to subscription provided for either the Value Management Product, the QorusDocs Product or the SharkFinesse Product, as purchased by the Customer pursuant to the Agreement
      6. “QorusDocs Product” means the subscription provided including only the QorusDocs product as purchased by the Customer pursuant to the Agreement.
      7. “Service Level” means standards Qorus chooses to adhere to and by which it measures the level of service it provides for each feature as specifically set forth below.
      8. “SharkFinesse Product” means refers to the subscription provided including only the product of Shark Finesse Ltd, an affiliate of Qorus, as purchased by the Customer pursuant to the Agreement.
      9. “Support Ticket” or “Ticket” means a request for assistance on the Product entered by an authorized user on the QorusDocs Help Center and/or SharkFinesse support email, as applicable.
      10. “Value Management Product” refers to the Qorus subscription consisting of QorusDocs and SharkFinesse Products provided to Customer pursuant to the Agreement.

    2. Configuration Requirements and Acceptable Use
      1. QorusDocs Product and Value Management Product users must adhere to any required configurations and use supported platforms as outlined in the Computer and Office 365 Requirements for QorusDocs article in order to be supported.
      2. SharkFinesse Product and Value Management Product users must adhere to using one of the following browsers to be supported: Chrome, Firefox, Safari, or Edge.

    3. SLA Exclusions
      1. This SLA and any applicable Service Levels do not apply to any performance or availability issues:
        1. When Customer uses versions of Microsoft Office and Internet browser that have not been tested and found to be compatible with the Product;
        2. That resulted from Customer’s or third-party hardware or software;
        3. Due to Customer’s use of the Product in a manner inconsistent with the Product’s published documentation or guidance; 
        4. Caused by Customer’s use of the Product after Qorus advised Customer to modify its use of the Product, if Customer did not modify its use as advised;
        5. Attributable to acts by persons gaining unauthorized access to the Product by means of Customer’s passwords or equipment or otherwise resulting from Customer’s failure to follow appropriate security practices;
        6. During scheduled downtime, emergency maintenance, force majeure events, hackers or virus attacks.

    4. Infrastructure responsibilities
      1. The network and end-user workstation infrastructures onto which the Products is installed or accessed from are the Customer’s responsibility;
      2. The Customer is responsible for the troubleshooting and remediation of issues on the network and workstation infrastructures onto which the Product is installed;

2. Service Levels:

    1. QorusDocs Product
      1. Qorus monitors all QorusDocs incoming tickets 24 hours a day, 5 days a week, from Sunday 9PM GMT to Saturday 12AM GMT (excluding 25th December and 1st January);
      2. QorusDocs offers a 99.9% average monthly uptime;
      3. System is monitored 24 hours a day, 7 days a week and issues remediated as required to ensure uptime defined in 2.a.ii;
      4. Ticket Response and Targeted Resolution Time;
      5. Response Time on a Support Ticket: 2 Business hours
        • Targeted Resolution Time: 2 Business days
        • QorusDocs Support Consultants will only respond to Support Tickets logged on the web-based help desk;
      6. Should complex issues be logged where significant investigation is required to diagnose the symptoms and assess the causes prior to effecting remediation then resolution times may be extended to accommodate this;
      7. The targeted resolution time clock will be stopped and put in “Pending” by the QorusDocs Support Consultant handling the case as soon as he/she requests information from the Customer required to assist in resolving the issue;

    2. SharkFinesse Product
      1. Qorus monitors all SharkFinesse incoming support emails from Monday 9AM GMT to Fridays 6PM GMT (excluding UK Public holidays);
      2. Ticket Response and Targeted Resolution Time;
        • Response Time on a Support Ticket: 2 Business hours
        • Targeted Resolution Time: 2 Business days
      3. SharkFinesse specialists will only respond to Support Tickets logged on support@qorusdocs.com;

    3. Service Credits
      1. QorusDocs does not offer Service Credits.

    4. Escalation Point of Contact
      1. In case the Customer feels that the issue is not moving forward in an appropriate timeframe to closure, and/or an issue requires managerial attention, for immediate escalation, the Customer can either request the Support Consultant or SharkFinesse specialist to be connected to the Support Manager or contact the Support Manager directly. Regardless of the total elapsed time of an outstanding issue, the point of escalation shall be initiated at the Support Consultant or SharkFinesse specialist level, escalated to the Support Manager, followed by the Qorus Account Manager if need be