This SLA describes the level of ongoing service the Customer will receive from Embeddable.

Supplier Responsibilities

The Embeddable team promises to:

• Respond to support requests within the timescales listed below.
• Take steps to escalate and resolve issues in an appropriate, timely manner.
• Maintain good communication with the Customer at all times.

Customer Responsibilities

The Customer will use the Platform as intended.

Additionally, the Customer will:

• Notify the Embeddable team of issues or problems in a timely manner.
• Provide the Embeddable team with access to workspaces and appropriate source code for the purpose of maintenance and to support troubleshooting.
• Maintain good communication with the Embeddable team at all times.

Uptime

Embeddable guarantees 99.9% uptime for its service.

Response times

Response times:

• Level 1: Emergency - system outage. Unable to use the platform as intended.
  • 1 hour
• Level 2: System error, but does not prevent business use of the platform.
  • 8 hours
• Level 3: General support questions.
  • 12 hours