Athos Commerce Service Level Agreement

Normal support hours are Monday through Friday 10:00 a.m. to 6:00 p.m. US Central Time. There is an on-call support team member for urgent issues outside of normal support hours and holidays. Please designate Customer’s request as “urgent” in the ticket subject.

3. Urgent Requests:

Athos Commerce will respond to urgent support requests within 60 minutes of the time they are submitted to us in accordance with the above contact and support hour guidelines. Requests submitted as Urgent that do not meet our defined criteria, will be treated as non-urgent and will be addressed normally within business hours.

If Athos Commerce fails to meet its response time commitments, Customer is entitled to a credit in the amount of $100.00 for the initial failure, and an additional $100.00 for each additional increment of time by which Athos Commerce fails to meet the commitment, not to exceed $500.00 for any support request, or $1,000.00 in the aggregate for any month. Athos Commerce has responded to a request when Athos Commerce’s support personnel responds to Customer’s request with either a request for more information or a statement that Athos Commerce has begun work on Customer’s issue.

The core features of the Athos Commerce Service will be available 99.9% of the time during each calendar month, excluding Excused Maintenance and unavailability due to Customer’s unauthorized changes to the Athos Commerce configuration. The core features of the Services are the search, merchandising, and recommendation features. The availability SLA does not cover administrative or reporting features such as the SMC or Insight Reporting. The core features of the service are unavailable if they are completely unavailable or if availability is severely degraded. 

Availability is calculated as follows:

• total number of minutes in the calendar month less minutes of unavailability other than due to Excused Maintenance;
• divided by total number of minutes in the calendar month;
• times 100.

If Athos Commerce fails to meet the availability SLA for any calendar month, Customer is entitled to a credit calculated as a percentage of the fee for the Services impacted by the unavailability as follows:

For purposes of credits, the unavailability begins at the time unavailability first occurs (as measured by Athos Commerce, absent manifest error) and ends when Athos Commerce has restored availability.