“Local Distributor” means the distributing entity for your region, as set out from time to time at “Response” means an acknowledgment of the Notification, as defined in Section 1.0 of these Service Level Agreement Terms, and assignment of a support representative to investigate the related Defect.ĬWC utilizes the following four service levels to categorize and facilitate resolution of reported Defects: DefectĬaseWare Cloud Services is not available as follows: (i) no users can log on to the web application (ii) no records can be submitted system-wide
“Exempt Downtime” means Downtime that is (i) scheduled maintenance time necessary to implement any updates, upgrades or other modifications to the CaseWare Cloud Services or perform routine, emergency or ad hoc maintenance activity and for which CWC has provided Customer with reasonable advance notice or (ii) is caused by failure of equipment or services not provided by CWC, including but not limited to, Customer infrastructure or facilities, or public communications facilities accessed by Customer to connect to the CaseWare Cloud Services. "Downtime" means any period where the CaseWare Cloud Services is not available to the Permitted Users, excluding Exempt Downtime. “Documentation” means operating instruction for the CaseWare Cloud Services as made available by CWC, as may be updated from time to time “Defect” means any error, problem or malfunction of the CaseWare Cloud Services such that the CaseWare Cloud Services does not conform to the Documentation. “Business Day” means any week day of the year (Monday through Friday) except for the following: New Year’s Day (January 1), and Christmas Day (December 25).
This SLA sets out what levels of availability and support the Customer can expect, and aims to enable Customer and CWC to work together effectively.
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All Support Services will be provided in accordance with the standards of care and diligence normally practiced by software firms performing services of a similar nature. Customer acknowledges and agrees that the Support Services will be provided by CWC and/or, other entities authorized by CWC to support the CaseWare Cloud Services. Terms not otherwise defined in this SLA shall have the definitions set out in the applicable CaseWare Cloud Services Agreement.ĬWC will provide support services (the “Support Services”), as set out below for the CaseWare Cloud Services to Customer and its employees or contractors who are authorized to use the CaseWare Cloud Services. This service level agreement (the “CaseWare SLA” or the “SLA”, herein) describes the levels of support services that Customer will receive from CWC when using the CaseWare Cloud Service, pursuant to an applicable Agreement with CWC (the “ CaseWare Cloud Services Agreement”).