Celigo Service Level Agreement

This Service Level Agreement (“SLA”) is incorporated into the Celigo Terms of Service at https://www.celigo.com/terms-of-service/ and applies to the Integrator.io Platform. The Uptime guarantees and any SLA credits are calculated in quarterly terms unless specified otherwise in the Agreement. Capitalized terms not defined in this SLA have the meaning prescribed to them elsewhere in the Agreement between Celigo and Customer.

1. Definitions

            1.1 The term “Uptime” means the percentage of a particular quarter (based on 24-hour days for the number of days in the applicable quarter) that the Services are generally available for access, minus Permissible Downtime.

            1.2 The term “Permissible Downtime” means any unavailability of the Services that is attributable to (i) Celigo’s scheduled maintenance windows, as well as reasonably necessary unscheduled maintenance of which Customer has prior written notice, as set forth in this SLA; (ii) Customer’s inability to connect to the internet or another third-party site; (iii) the delays, actions, or failures to act of Customer, or Customer’s third party agents, contractors, suppliers or vendors; (iv) downtime, inoperability, or unavailability of a third-party site not managed by Celigo; or (v) any factor(s) outside of Celigo’s reasonable control, including, but not limited to time spent by a third party to resolve an issue with its product.

            1.3 The term “Services” means the Integrator.io Platform. Services does not include any test, development, beta, sandbox and other non-production environments, which are expressly excluded from this SLA.

            1.4 The term “Service Credit” means a credit in the amount(s) set forth in the table below, against future Celigo Services fees.

            1.5 The term “Outage” means either the Services are unavailable to Celigo’s customer base generally, or a critical business process is blocked and Celigo has not identified a reasonable workaround. For avoidance of doubt, scheduled or unscheduled maintenance periods for which Celigo has provided notice shall not constitute an Outage.

2. Service Availability: Celigo endeavors to make a  99.95% Uptime commitment per calendar quarter, minus Permissible Downtime. 

3. Maintenance: Celigo requires routine and periodic access to the infrastructure supporting the Services, in order to ensure their proper working operation. Celigo’s scheduled maintenance window is on Saturday, between 8pm – 2am (Pacific Time), and Customer acknowledges that the Services may be unavailable due to maintenance at any time during those maintenance windows. Additionally, Celigo may be required to perform unscheduled maintenance at other times, if necessary to address imminent security or performance issues directly impacting the Services. Celigo will provide Customers with  reasonable prior notice of any such unscheduled maintenance outage. However, Customer acknowledges that it may be necessary for Celigo to perform unscheduled maintenance without first delivering notice to Customer. Celigo endeavors to limit actual maintenance outages to the minimum necessary to provide consistent, reliable Services to Customers.

4. Calculation of SLA Credits: In the event that Customer experiences less than 99.95% Uptime in any calendar quarter, then upon Customer’s written request, Celigo will provide Customer with a Service Credit to be calculated as set forth in the table below.

Service Availability	Credit Percentage
< 99.95%	10%
< 99.00%	15%
< 97.00%	25%
< 95.00%	35%
< 90.00%	50%

5. SLA Credit Process: In order to receive a Service Credit, Customer must have opened a service ticket at the time of Service unavailability. If Customer becomes eligible for a Service Credit, Customer must submit a request in writing to Celigo within ten (10) business days following the end of the quarter in which Customer alleges the Service Credit accrued. Customer’s written notice must state, with specificity, the date(s), time(s), and duration(s) of each Outage claimed by Customer. If Celigo inspects Customer’s written request for a Service Credit, and agrees with the Outage calculation, Celigo will notify Customer that a Service Credit will be applied to Customer’s fees for Services for the next billing cycle. Service Credits cannot be applied retroactively. Customers must be current on all payments to Celigo in order to be eligible for Service Credits. Any Customer that does not timely submit a written request for a Service Credit will forfeit all rights to receive a Service Credit for the quarter in question.

6. Service Credit Limitations: Each Customer shall be eligible for only one (1) Service Credit in any given calendar quarter. In no event shall the Service Credit available to any Customer for any calendar quarter exceed the one month’s fees for Services paid and payable by Customer to Celigo during the quarter. This SLA and the service credits herein are exclusive of any taxes charged to Customer and state Celigo’s sole obligation, and Customer’s sole and exclusive remedy, for any failure by Celigo to make the Services available. If Customer purchased the affected Product through a reseller, (a) Customer or the reseller may submit a ticket as described in Section 5, and (b) any Service Credit will be based on the fees invoiced by Celigo to the reseller for Customer’s use of the affected Product. Celigo will issue any associated Service Credit to the Reseller (and not directly to Customer), and the Reseller will be solely responsible for issuing the appropriate amounts to Customer.

Support

Celigo is committed to promptly investigate and resolve tickets reported by its Customers. This support policy is part of the Agreement between Celigo and Customer, and shall govern Celigo’s provision of support services to the Customer pursuant to the applicable Customer success plan level set forth in Customer’s Quote.

The Customer is entitled to the Customer Success level aligned to their subscription level. The Customer may choose to purchase a higher success level for an additional fee. 

1. Obtaining Support

            1.1  Celigo will provide the Customer with support services for Products for which the Customer has an active and current subscription.

            1.2  “Support Hours” are defined as the hours during which support is available during specified channels. Support teams are based in multiple global locations designed to provide the below Support Hours in all global time zones, and may be adjusted for Daylight Savings Time and regional holidays (where applicable). 

            1.3  “Support Channels” are defined as the means by which Customer may request Support Services from Celigo, and from which Celigo may reply to Customer requests

            1.4  Some Products may be provided by third parties, and where applicable the Celigo support member may refer Customer to that third party for further assistance

            1.5  Some requests (examples given below) may require Celigo’s Professional Services team to support, in which case a statement of work and additional fees may be required

Primary Support Hours by plan

	Essential	Preferred	Premier
Support Hours	8am – 5pm for all Severity Levels	24 x 7 for Severity 1 issues M-F 8am – 5pm for all other Severity Levels	24 x 7 for all Severity Levels
Support Channels	Chat Web Portal	Phone Chat Web Portal	Phone Chat Web Portal

 

2. Urgency Levels “Urgency Levels” are defined as the degree of severity specified by the Customer at ticket creation to prioritize the impact to their business processes. Celigo will take Urgency Levels into consideration when assigning a Severity Level to incoming tickets.

3. Severity Levels “Severity Levels” are defined as the degree of severity assigned by Celigo to allow prioritization of incoming tickets. Celigo will work with the Customer to assign the appropriate Severity Level to a ticket according to the Urgency Level specified by the Customer and the Severity Level definitions below. Celigo may reclassify the Severity Level of a ticket submitted by the Customer in its reasonable discretion.

      3.1.  Urgent Priority (Severity Level 1)

            a. System is down.

            b. A critical business process is blocked, and there is no reasonable work around.

      3.2.  High Priority (Severity Level 2)

            a. System is severely degraded but still operational.

            b. A critical business process is performing poorly or has a bug, but a reasonable work around exists.

            c. A non-critical business process is blocked, and there is no reasonable work around.

      3.3.  Normal Priority (Severity Level 3)

            a. System is not performing at peak levels but is still operational.

            b. A non-critical business process is performing poorly or has a bug, but a reasonable work around exists.

      3.4.  Low Priority (Severity Level 4)

            a. A cosmetic change is needed.

            b. An enhancement is requested.

            c. All test, development, beta, sandbox, and other non-production related issues and break / fix requests. Extensive custom development requests may be routed to Celigo Professional Services, which may include an additional cost. Non-production environment issues / questions preventing a production deployment may be considered for higher prioritization

4. Target Response Times
   The table below describes the target response time from Celigo to the Customer per severity level and Customer success plan during support hours. These response times are calculated based on the applicable support hours associated with the Customer success plan. 

	Customer Success Plan Level
	Essential	Preferred	Premier
Priority	First Response	First Response	First Response
Urgent	4h	2h	1h
High	1d	8h	4h
Normal	3d	2d	1d
Low	5d	2d	1d

5. What is Supported?

            5.1.  General Questions & Answers (Q&A)

            5.2.  Software Bugs/Defects

            5.3.  Integration Apps and Productivity Tools.  Maintenance of standard product functionality is included in the subscription. Custom integration flows that augment an Integration App or Productivity Tool are not considered standard product functionality and are treated as Custom Integrations.

            5.4 Custom Integrations.  If the Customer has purchased extended support services in the form of the Preferred or Premier Customer Success Plan with the Custom Integration Maintenance add-on, Celigo will perform maintenance tasks as requested by the customer.

            5.5 Field Mappings.  All Customers are entitled to contact Celigo for field mapping requests. All field mapping requests are subject to review, and if the fields being requested are not easily map-able (for example, custom code is needed), additional charges may apply. These additional charges will be communicated to the customer for approval before any changes are made.

            5.6  Enhancement Requests  An enhancement request is a request by the Customer to add functionality or enhance performance beyond the current specifications of the product. The Customer may submit an enhancement request via a support ticket. All enhancement requests are subject to review and Celigo (in its sole discretion) may not provide a solution for an enhancement request, or may choose to include the request for a future product release.

6. What is Not Supported The following unsupported items include, but are not limited to:

            6.1 Non-Celigo SuiteScript hooks

                  a. Code in endpoint systems used to trigger or extend the integration functionality

                  b. Code residing in non-Celigo tech stacks (Examples: AWS Lambda functions, Express Stacks, any other code called outside of JavaScript hooks that live within integrator.io)

            6.2 Custom code. At its discretion, Celigo may provide support related to custom or modified code not written or modified by Celigo, including but not limited to:

                  a. integrator.io JavaScript hooks

                  b. handlebars expressions

This may require the Customer to provide additional documentation. Should Celigo choose to support custom code not written by Celigo, the ticket will be excluded from the Service Level Agreement.

            6.3 Maintenance. The Customer is responsible for maintaining the Product and its integration flows.  “Maintenance” is defined as (i) field mapping updates; (ii) changes to integration flow schedules and configuration settings; (iii) updates of connections; and (iv) resolution of errors.

            6.4 Faulty third-party implementations.  Third-party or partner-led implementations may be referred back to the partner or Celigo Professional Services for resolution if not reasonably addressable by the support team.

7. Customer’s Obligations: Celigo’s response times above are conditioned upon the Customer  providing Celigo with the following required information in a timely manner upon request:

            7.1 Active, working credentials to the Celigo product and, where applicable, the third party applications being integrated – via Celigo’s secure credential management system.

                  a. Steps to reproduce the problem, expected results and actual results

                  b. Links to records that contain error messages and/or are in an invalid state

                  c. Screenshots and/or video representations of the problem are optional but extremely helpful for a timely resolution.