Ansira’s Support Service Level Agreement (SSLA) for Professional Services

Provided that https://ansira.com/legal/professional-service-level-agreement is incorporated and referenced in an Order Form Agreement (“Agreement”) between Ansira Partners (“Ansira”) and Client (“Client”), Ansira commits to providing the following Support Service Level Agreement (SSLA) for Professional Services. Ansira’s SSLA shall be governed by the Agreement and this SSLA represents Ansira’s sole obligation and Client’s sole remedy for failure to meet SSLAs. This SSLA shall only apply to the contracted, licensed support hours of Ansira’s technology between Client and Ansira in the Agreement. A la carte or overage support hours are not covered by this SSLA.

Warranty Statement

Ansira warrants that all Professional Services provided under this Agreement will be performed by qualified personnel in a good and workmanlike manner. Upon Client’s reasonable request, Ansira will replace any personnel assigned to Client as soon as practically possible. Client must report any deficiencies in the Professional Services to Ansira in writing within thirty (30) days of their provision to receive warranty remedies.

Upon such notice, Ansira will re-perform all Professional Services not performed in compliance with this warranty at no additional cost to Client. If Ansira is unable to re-perform the Professional Services as warranted within thirty (30) days of receipt of notice of breach, Client’s exclusive remedy, and Ansira’s entire liability, shall be for Client to terminate the applicable schedule in an Order Form or Statement of Work (“SOW”) and recover the fees paid to Ansira for the deficient Professional Services.

1. Definitions

The following are definitions of capitalized words used in this Agreement:

i.) “Business Hours”
Each business day, other than Holidays, between the hours of 9:00 a.m. and 8:00 p.m., prevailing Eastern Time, for the purposes of receiving and logging requests for support made by Client and responding to questions, inquiries, and complaints regarding the Services.

ii.) “Holidays”
Means the following dates: Martin Luther King Day, President’s Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving Day, Black Friday (i.e., the Friday immediately following Thanksgiving Day), Christmas Eve, Christmas Day, New Year’s Eve, and New Year’s Day, as well as any other day labeled by Ansira to Employees as a “Floating Holiday” in accordance with its standard operating practices. Ansira shall notify Client of scheduled Holidays at least sixty (60) days prior to the scheduled date.

Category: General customer support for Users

Component	Objective	Key Result	Penalty for Non-Performance
Call Answering during Business Hours excluding Holidays	Maintain a satisfactory phone pick-up rate	Average 70% of calls are picked-up without Holder leaving a message, on average, in any given month.	5% discount on User Support fees. Consistent failure to meet this goal for three consecutive months: Client shall be entitled to terminate SOW for User Support.
Voicemail Return Time	Maintain a responsive phone call return time to voicemails left on general support phone mailboxes	Shared resource goal is to return calls within four (4) business hours, on average, for any given month.	2% discount on User Support fees. Consistent failure to meet this goal for three consecutive months: Client shall be entitled to terminate SOW for Network Support.
Team E-Mail Response Time	Maintain prompt email response time	Shared resource goal is to return e-mails within one (1) business day.	5% discount on User Support fees. Consistent failure to meet this goal for three consecutive months: Client shall be entitled to terminate SOW for User Support.

Category: Client support for platform administration and program support

Component

Objective

Key Result

Penalty for Non-Performance

Team E-Mail Response Time

Maintain prompt email response time

Shared resource goal is to return e-mails within one (1) business day.

5% discount on Brand Support fees.

Consistent failure to meet this goal for three consecutive months: Client shall be entitled to terminate SOW for Client support.