Garmentier Service Level Agreement (SLA)

Effective Date: 9/1/2021

1. Service Availability

Garmentier shall use commercially reasonable efforts to ensure that the Platform is generally available 95% of the time in a calendar month during the Subscription Term. General availability will be calculated per calendar month, as follows:

[((total - non-excluded - excluded) / total - excluded) * 100] ≥ 95%

Where:

  • Total means the total number of minutes for the month

  • Non-excluded means periods of downtime that are not excluded

  • Excluded means the following:

    • Any planned downtime for which Garmentier provides 24 hours or more notice.

    • Delay or failure of performance caused in whole or in part by Customer's delay in performing, or failure to perform, any of its obligations under the Agreement

    • Failure of Customer’s or its Authorized Users’ network, internet, hardware, software or systems,

    • Any unavailability caused by circumstances by Force Majeure events beyond Garmentier’s reasonable control

Garmentier will make commercially reasonable efforts to:

  • Provide at least 24 hours notice to Customer of any planned downtime

  • Avoid scheduling planned downtime during the hours 9:00 am (Central) to 6:00 pm (Central), Monday through Friday

  • Restrict scheduled maintenance to not more than two (2) events per month and not more than four (4) hours per event

The measurement of Service Availability is the availability of the Platform at the hosting center’s Internet connection points.

2. Garmentier Standard Support Availability Policy

Requests for support from Garmentier must be made as directed by below or they will not be covered by these Support Terms.

Customer may report errors in or questions about the Platform (collectively “Support Issues”) via the Garmentier online help site, Garmentier Support Chat or by emailing info@garmentier.co. Garmentier responds to Support Issues based on severity level (as defined below) during standard Garmentier support hours. Standard Garmentier support hours are from 9:00am to 6:00pm US Central Time on weekdays, excluding when these US holidays are observed: New Year's Eve Day, New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day.

Garmentier Response Time is the period of standard Garmentier support hours from the time a support issue is first communicated by Customer to Garmentier until Garmentier responds to Customer and/or escalation, if appropriate.

3. Severity Level Determination

When communicating support issues to Garmentier, Customer shall reasonably self-diagnose each support issue and recommend, in good faith, to Garmentier with an appropriate Severity Level designation. Garmentier shall validate Customer's Severity Level designation, or notify Customer of a proposed change in the Severity Level designation to a higher or lower level with justification for the proposal.

Because of the widely varying nature of issues, it is not possible to provide specific resolution commitments. However, we have provided our communication commitments to you below:

Severity Level 1:

  • Definition: The Platform is unavailable for all users, or the Platform contains a bug that prevents Customer from executing one or more critical business processes resulting in a material adverse financial impact to the Customer’s business operations and no procedural workarounds exist.

  • Garmentier Response Commitment: Garmentier will respond within one (1) hour of receipt of case.

  • Resolution: Garmentier will work to resolve the problem until the Platform is returned to normal operational status, or a workaround will be made available that reduces the situation to Severity 2, 3, or 4. Customer will be notified of status changes.

Severity Level 2:

  • Definition: The Platform contains a bug that prevents Customer from executing one or more important business processes. Service is operational, but may offer degraded performance, however, operations can continue in a restricted fashion. A workaround exists but is not optimal.

  • Garmentier Response Commitment: Garmentier will respond within four (4) hours of receipt of case.

  • Resolution: If resolution requires a Garmentier bug fix, Garmentier will add the bug fix to its development queue for future Update and suggest potential workaround until the problem is resolved in a future Update. Customer will be notified of status changes.

Severity Level 3:

  • Definition: The Platform contains a bug that may disrupt important business processes, but this non-critical loss of use of the service has a medium-to-low impact on Customer’s business operations. Customer’s business continues to function and a workaround is available, or functionality is not imperative to Customer's business operations.

  • Garmentier Response Commitment: Garmentier will respond within twenty-four (24) hours of receipt of case.

  • Resolution: If resolution requires a Garmentier bug fix, Garmentier will add the bug fix to its development queue for future Update and suggest potential workaround until the problem is resolved in a future Update. Customer will be notified of status changes.

Non-System Issues (Severity Level 4):

  • Definition: Non-system issues such as product functionality questions, functionality feedback or requests, account configuration questions, or other account requests.

  • Garmentier Response Commitment: Garmentier will respond within twenty-four (24) hours of receipt of case.

  • Resolution Commitment: Garmentier will respond to request. Customer will be notified of status changes.

Questions? We’re here to help! Email us at info@garmentier.co.