{"id":693,"date":"2023-02-27T16:58:20","date_gmt":"2023-02-27T16:58:20","guid":{"rendered":"https:\/\/www.softwaredefinedautomation.io\/?page_id=693"},"modified":"2026-04-15T07:16:10","modified_gmt":"2026-04-15T07:16:10","slug":"exhibit-a","status":"publish","type":"page","link":"https:\/\/www.softwaredefinedautomation.io\/sda-old\/exhibit-a\/","title":{"rendered":"Exhibit A"},"content":{"rendered":"
\n
\n
\n
\n
\n

Support Services Plan<\/h2>\n<\/div>\n<\/div>\n<\/section>\n<\/div>\n<\/div>\n
\n
\n

General<\/h2>\n

This Support Services Plan is available to customers with Professional and Enterprise tier subscriptions. Customer is responsible for evaluating any advice or guidance received from SDA as part of the support and for implementing any such advice and guidance.\u00a0Support includes assistance with service-related technical issues, including login\/access support and assistance with account and billing-related inquiries. In connection with the support services, in severe cases, Customer may grant SDA employees access to the Customer\u2019s account. All support will be provided in English.<\/span><\/p>\n

Contacting Support<\/h2>\n\n\n\n\n
Professional Tier<\/td>\nEnterprise Tier<\/td>\n<\/tr>\n
Please contact:\u00a0support@softwaredefinedautomation.io<\/a><\/p>\n

 <\/p>\n

Please include your username and a description of the support request.<\/p>\n

 <\/td>\n

Please contact your dedicated Technical Account Manager via email.<\/p>\n

 <\/p>\n

 <\/p>\n

 <\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

 <\/p>\n

Upon receipt of a support request, the SDA support team will promptly confirm receipt of the support instance, open a problem ticket with a unique identifier, and classify the request in accordance with the priority level classifications below.\u00a0 SDA may request additional information (if necessary) from the Customer in order to properly determine such classification.\u00a0 SDA will use commercially reasonable efforts to meet the response times below:<\/span><\/p>\n

Severity Levels<\/h2>\n\n\n\n\n\n\n
Severity Levels<\/td>\nProfessional Tier<\/td>\nEnterprise Tier<\/td>\n<\/tr>\n
\n
Severity Level 1 \u2013 Critical\r\n\r\nProduction down<\/pre>\n<\/td>\n
\n
Response time:\r\n\r\n24 hours (email)<\/pre>\n<\/td>\n
\n
Response time:\r\n\r\n4 hours during business hours\r\n\r\nBusiness hours:<\/u>\r\n\r\nMo-Fr: 9am-6pm CET<\/pre>\n<\/td>\n<\/tr>\n
\n
Severity Level 2 \u2013 High\r\n\r\nBusiness impaired<\/pre>\n<\/td>\n
\n
Response time:\r\n\r\n2 days (email)<\/pre>\n<\/td>\n
\n
Response time:\r\n\r\n24 hours (email)<\/pre>\n<\/td>\n<\/tr>\n
\n
Severity Level 3 \u2013 Medium\r\n\r\nNon-key business impacted<\/pre>\n<\/td>\n
\n
Response time:\r\n\r\n3 days (email)<\/pre>\n<\/td>\n
\n
Response time:\r\n\r\n2 days (email)<\/pre>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n
 <\/p>\n
Documentation for the Services is available at the following links:<\/p>\n