Standard SLA
Purpose
This Service Level Agreement (“SLA”) for the SIGNORITY eSignature Platform (the “Services”) sets forth the support service levels for the applicable Subscription Tier of Services to which You have subscribed. This SLA for the Services shall not apply to any Services to which a separate service level agreement is explicitly set forth in an applicable Order Form or for which the applicability of this SLA is explicitly excluded in an applicable Order Form. Terms used but not defined herein shall have the respective meanings given to them in the Terms of Use.
Support Table
Support Feature
Individual Plan
Starter Plan
Pro Plan
Custom Plan
Online Knowledge Base Access
Online Video Tutorials
Online Chatbot
Phone Support
Severity 1 Issue Support Hours (Log a Ticket)
24/7
24/7
24/7
24/7
Support Hours – Not Severity 1
Mon-Fri
9AM – 6PM EST
Mon-Fri
9AM – 6PM EST
Mon-Fri
9AM – 6PM EST
Negotiated SLA
Production Data Backup Retention
30 days
30 days
30 days
30 days
Issue Classification
Dedicated Customer Experience Manager
Guaranteed Uptime
99.9%
99.9%
99.9%
99.9%
Product Update Advanced Notice
48 hours
48 hours
1 week
2 weeks
Support Feature | Individual Plan | Starter Plan | Pro Plan | Custom |
|---|---|---|---|---|
Online Knowledge Base Access |
Online Video Tutorials |
Online Chatbot |
Phone Support |
Severity 1 Issue Support Hours (Log a Ticket) | 24/7 | 24/7 | 24/7 | 24/7 |
Support Hours – Not Severity 1 | Mon-Fri 9AM – 6PM EST | Mon-Fri 9AM – 6PM EST | Mon-Fri 9AM – 6PM EST | Mon-Fri 9AM – 6PM EST |
Production Data Backup Retention | 30 days | 30 days | 30 days | 30 days |
Issue Classification |
Dedicated Customer Experience Manager |
Required Monthly Availability | 99.9% | 99.9% | 99.9% | 99.9% |
Product Update Advanced Notice | 48 hours | 48 hours | 1 week | 2 weeks |
Support
Signority will provide the following support as part of the Services. Such services are available to Your employees, contractors, and authorized personnel.
Time zone (EST)
1st line Support level
1st line Response time
9am -8pm EST (Mon-Fri)
- Priority: Enterprise & other high usage clients
- Team Plans – until resolved
- Individual plan: up to 5 conversations for local issue
- Free: Knowledge Base & Video Tutorials
Normal support issues personal response timelines:
- Enterprise & High Usage clients <=60 minutes
- Team and Individual Plans <= 2 hours
Urgent Issues: Immediately response
9am -8pm EST (Mon-Fri)
- Enterprise customers
- High usage team plan customers and high usage team trial users
- <= 4 hours or SLA
- Urgent: immediately
Help Desk Support
Our support help desk (“Help Desk”) is available eleven (11) hours a day, five (5) days a week, during the work week (Monday – Friday) on a global basis. Support is provided in the English language.
You may create a Support Ticket at https://www.signority.com/support-center or call Support Line, if available in a negotiated SLA. Support Tickets are not closed until Signority has resolved the issue to your reasonable satisfaction.
By submitting a support request to the Signority Customer Experience team, you are authorizing the Signority Customer Experience Support team to download or copy any data necessary for troubleshooting the reported issue. Should our team require direct access to your account and any affected documents, the Customer Experience representative will always request permission. If denied, we will explain the consequence of the restrictions, and respect your decision.
We will NOT proceed into your account to resolve the issue until we have received written permission specifying permission to access your account and/or documents. If you have any concerns about this authorization, please contact your Signority Customer Experience Manager.
Emergency Support
We will provide emergency maintenance and support services for those failures or nonconformities which impair you from being able to process any documents at all. To ensure the quickest possible response you will notify Log a Support Ticket and, in your negotiated SLA, contact your Customer Experience Manager to notify them of the ticket.
As soon as possible after receiving the ticket we will contact you to confirm the issue, troubleshoot the issue with you, and if necessary escalate the issue. All Service Level Objectives (Response Time and Resolution Time) are expressed in our Severity Level Table below.
Solution Availability
The Service Level Agreement (SLA) for Uptime shall be 99.9%, calculated monthly using the defined Uptime Percentage calculation. This Service commitment does not apply to any Unavailability that results from any Scheduled Maintenance.
Recovery Objectives
In the case of data loss, the following objectives are expected from the Supplier:
- Recovery Point Objective (RPO): 1 hour
- Recovery Time Objective (RTO): 4 hours
Support Response and Resolution Objectives
Severity Level Table 1
Defines what constitutes each severity level.
Severity Level
Definition
Severity 1
Services are unavailable for all Users
Severity 2
Services prevent clients from executing one or more critical business processes for a substantial number of Users, or Services are usable with limited capabilities and/or intermittent interruptions which have serious business Impact. A workaround may be available for all or part of the issue.
Severity 3
Services disrupt important business processes for less than a substantial number of Users. No reasonable workaround available.
Severity 4
Disruption of important business processes where a workaround is available or functionality is not imperative to Your business operations. Disruption does not have a significant impact on Your business operations, but may impair nonessential functions of the Services or adversely affect the use of the Services. Reasonable workaround is available.
Severity 5
Client Knowledge – An issue that can be resolved by sending the user an already available Knowledge Base article, online video tutorial, or support guidance.
Severity 1
Services are unavailable for all Users
Severity 2
Services prevent clients from executing one or more critical business processes for a substantial number of Users, or Services are usable with limited capabilities and/or intermittent interruptions which have serious business Impact. A workaround may be available for all or part of the issue.
Severity 3
Services disrupt important business processes for less than a substantial number of Users. No reasonable workaround available.
Severity 4
Disruption of important business processes where a workaround is available or functionality is not imperative to Your business operations. Disruption does not have a significant impact on Your business operations, but may impair nonessential functions of the Services or adversely affect the use of the Services. Reasonable workaround is available.
Severity 5
Client Knowledge – An issue that can be resolved by sending the user an already available Knowledge Base article, online video tutorial, or support guidance.
Severity Level Table 2
Illustrates Signority’s Response Time Objectives and Resolution Time Objectives based on the issue Severity Level. Resolution includes a reasonable workaround for use until the permanent resolution can be implemented.
Issue Severity
Response Time Objective
Resolution Time Objective
Severity 1
1 hour or less
4 hours or less
Severity 2
1 hour or less
24 hours
Severity 3
1 hour or less
3 days
Severity 4
1 hour or less
5 days
Severity 5
1 hour or less
N/A (resolution not guaranteed)
Severity 1
Resolution Time Objective
4 hours or less
Severity 2
Response Time Objective
1 hour or less
Resolution Time Objective
24 hours
Severity 3
Response Time Objective
1 hour or less
Resolution Time Objective
3 days
Severity 4
Response Time Objective
1 hour or less
Resolution Time Objective
5 days
Severity 5
Response Time Objective
1 hour or less
Resolution Time Objective
N/A (resolution not guaranteed)
Issue Escalation
Defines our timeline objectives based upon urgency, complexity, and resources. Days = Working days
Issue Severity
Option
Timeline
Severity 1
Rollback or Hotfix
Rollback = Immediate
Hotfix = 1-3 days
Severity 2
Hotfix or Patch
Hotfix = 1-3 days
Patch = 3-5 days
Severity 3
Patch (no workaround) or Current Sprint Release
Patch = 5 days -6 weeks (dependent on severity and complexity of the issue)
Severity 4
Next Sprint Release (workaround in place)
Up to 3 months
Severity 5
N/A
N/A
Severity 1
Option: Rollback or Hotfix
Timeline:
Rollback = Immediate
Hotfix = 1-3 days
Severity 2
Option: Hotfix or Patch
Timeline:
Hotfix = 1-3 days
Patch = 3-5 days
Severity 3
Option: Patch (no workaround) or Current Sprint Release
Timeline: 5 days – 6 weeks (dependent on severity and complexity of the issue)
Severity 4
Option: Next Sprint Release (workaround in place)
Timeline: Up to 3 months
Severity 5
Option: N/A
Timeline:
N/A
Support Ticket
Here is a sample support ticket confirmation email:
