Reltio Service Level Agreement – SaaS Platform
(Last updated August 30, 2017)
This Service Level Agreement (“SLA”) is made in connection with that certain agreement (the “Agreement”) between Reltio, Inc. (“Reltio”) and the customer named therein (“Customer”) pertaining to subscriptions to the Reltio SaaS Platform (such subscriptions to the SaaS Platform as are granted to Customer under the Agreement, a “Subscription”).
The terms of this SLA may be amended by Reltio from time to time by providing thirty (30) days prior notice via the SaaS Platform, or to Customer’s administrator by e-mail or other means; provided that no such amendment will decrease the Monthly Uptime Percentage of 99.95%.
Reltio Service Commitment
During the term of a Subscription to the SaaS Platform granted pursuant to the Agreement, Reltio will use commercially reasonable efforts to make the SaaS Platform available with a Monthly Uptime Percentage of no less than 99.95%. If the Monthly Uptime Percentage is not achieved, Customer will be eligible to receive the Service Credits. This SLA states Customer’s sole and exclusive remedy for any failure by Reltio to meet the Monthly Uptime Percentage.
“SaaS Platform” means the “production environment” only of the online, web-based platform provided by Reltio via http://www.reltio.com that is subscribed to by Customer pursuant to the Subscription, and excludes “sandbox,” “development,” “test” and other non-production environments.
“Monthly Uptime Percentage” means ((A minus B) divided by A), expressed as a percentage, where A is the total number of minutes in a calendar month and B is the number of minutes of Unavailability suffered in that calendar month.
“Unavailability” means when all Users are performing zero read write IO, with pending IO in the queue, but shall exclude Unavailability caused by, related to or arising out of the Exclusions.
“Users” means all individuals who are authorized to access the SaaS Platform pursuant to a Subscription to the SaaS Platform under the Agreement.
“Exclusions” means Unavailability caused by, related to or arising out of any one or more of the following: (a) Planned Downtime, (b) Force Majeure (c) suspension of access to the SaaS Platform in accordance with the Agreement, (iii) acts or omissions of Customer or any third party; (iv) Customer equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within Reltio’s direct control); (v) maintenance services provided to Customer.
“Planned Downtime” means times of Unavailability of which Customer will be given at least 8 hours notice via the SaaS Platform. Reltio will use commercially reasonable efforts to schedule Planned Downtime during the weekend hours from 6:00 p.m. Friday to 3:00 a.m. Monday Pacific Time.
“Force Majeure” means circumstances beyond Reltio’s reasonable control, including without limitation, acts of God, acts of government, floods, fires, earthquakes, civil unrest, acts of terror, strikes or other labor problems (other than those involving Reltio’s employees), communications or internet service provider failures or delays, and denial of service attacks.
Until such time as such reports may be made available by Reltio on-line, upon Customer’s written request, Reltio will provide Customer with periodic reports that will show system availability.
Reltio Service Credits
In order to receive a Service Credit, Customer must claim the Service Credit in writing by e-mail to mailto:email@example.com within thirty (30) days after the end of the month for which the Service Credit is claimed. Failure to claim the Service Credit in accordance with the preceding sentence will constitute a waiver of all of Customer’s rights and remedies with respect to such Monthly Uptime Percentage failure. The maximum aggregate number of Service Credits to be issued by Reltio for all failures of Monthly Uptime Percentage occurring in a single calendar month shall not exceed ten (10) days of Additional Subscription. Service Credits may not be used as, exchanged for, or converted to, monetary amounts or used to offset payments required to be made. The provisions of this paragraph constitute Customer’s sole and exclusive remedy, and Reltio’s sole and exclusive liability, with respect to failures of Monthly Uptime Percentage.
“Service Credit” means one (1) day of Additional Subscription for each one percent (1%) (or fraction thereof) by which 99.95% exceeds the Monthly Uptime Percentage in that calendar month (not to exceed ten (10) days of Additional Subscription with respect to such month).
“Additional Subscription” means a number of days added to the end of the Subscription term, during which the SaaS Platform will be made available to Customer without additional Subscription fee.
(Last updated November 18 2020)
We offer three types of support: Standard, Premier and Concierge
The Standard Success Plan is included with your Reltio SaaS subscription. We also provide optional Premium Success Plans (Premier and Concierge) for our Customers that have specific requirements for enhanced support and coverage needs.
| || Standard || Premier || Concierge |
| Business Support Hours1 || Business Hours: 9AM - 5PM Local time zone || Business Hours: 9AM - 5PM Local time zone || Business Hours: 9AM - 5PM Local time zone |
| Support Target Initial Response Time2 || || || |
| Severity 1 || 1 business hour || 30 minutes (24x7 Coverage) || 30 minutes (24x7 Coverage) |
| Severity 2 || 4 business hours || 2 hours (24x7 Coverage) || 1 hour (24x7 Coverage) |
| Severity 3 || |
2 business days
| 1 business day || 4 business hours |
| Severity 4 || 2 business days || 1 business day || 1 business day |
| Support Channels || Web || Web || Web |
| Designated Contacts || Up to 2 || Up to 6 || Up to 12 |
| Support Engineers || Pool || Senior Staff || Senior Staff |
| Escalation Process || N/A || N/A || Dedicated Escalation Process |
| Health Check || Available at additional cost || Available at additional cost || 2 per Calendar Year via Technical Account Manager |
| Consulting Support || N/A || N/A || 20 hours per month via Technical Account Manager |
1Local time zone: For Customers with multiple locations, the applicable time zone will be designated during on-boarding. Business Hours are Monday – Friday, local holidays excluded.
2Support Target Initial Response Time: Reltio will use commercially reasonable efforts to respond to each case within the applicable response time described in the table above, depending on the applicable severity level.
3TAM (Technical Account Manager): Access to the TAM is during applicable Business Hours. Off-hours cases are handled by the support agents on duty.
Customer may change a Standard Success Plan to a Premium Success Plan, and a Premier Success Plan to a Concierge Success Plan, at any time by contacting the Customer’s Reltio Account Executive and entering into a Supplemental Order Form.
Premium Success Plans are in effect for successive 1 year periods, unless Customer by written notice elects to terminate a Premium Success Plan, which notice must be delivered in writing to Customer’s Reltio Account Executive no less than thirty (30) days prior to the Premium Success Plan anniversary date, and which termination will take effect on such anniversary date. Upon the effective date of such termination, the Customer will be automatically enrolled in the Standard Success Plan (unless a different Premium Success Plan is elected).
Severity Levels: Issues will be categorized and handled according to an assigned severity level. The case severity level is selected by the Designated Contact at time of case submission, and may be updated by Reltio upon initial investigation, as follows:
| Level || Urgency || Description |
| Severity 1 || Urgent || Critical Production issue affecting all users that severely impacts Customer’s use of the service on the Production Environment. The situation halts Customer business operations and no procedural workaround exists. |
- System is down or unavailable
Severity 1 issues require the Customer to have dedicated resources available to work on the issue on an ongoing basis with Reltio
| Severity 2 || High || Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality in the Production Environment. This also includes: |
- Data Integrity Issues
- A critical documented feature / function is not available
No reasonable workaround available.
| Severity 3 || Medium || System performance issue or bug affecting some but not all users in any of the provided Reltio environments. Short-term workaround is available, but not scalable. |
| Severity 4 || Low || Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users on any of the provided Reltio environments. Reasonable workaround available. |
Cooperation: Reltio must be able to reproduce errors in order to resolve them. Customer agrees to cooperate and work closely with Reltio to reproduce errors, including conducting diagnostic or troubleshooting activities as requested. Also, subject to Customer's approval on a case-by-case basis not to be unreasonably withheld, Users may be asked to provide remote access to their Reltio application and/or desktop system for troubleshooting purposes.
- Web - http://support.reltio.com - A Designated Contact can log into the Reltio support website at http://support.reltio.com, where the Designated Contact can either use his existing Reltio application username & password or he can create a new username. Once logged in, he can create a new support ticket, review open or resolved tickets or search across the knowledgebase to find a resolution to his query (if it has been encountered by another customer and already answered by Reltio support personnel).
- Phone – Only as part of the Concierge Success Plans, a Designated Contact can reach Reltio support at 1-855-360-3282 to talk to a support agent or, if such call is received during applicable Business Hours and subject to availability, Customer’s TAM.
“Designated Contacts” are Users Customer identified as primary liaisons between Customer and Reltio for technical support. Customer shall identify no more than the number of Designated Contacts as described in the subscribed Success Plan. Customer may be charged an additional fee for Designated Contacts in excess of the subscribed number. Customer shall notify Reltio whenever Designated Contact responsibilities are transferred to another individual. Tickets submitted by someone other than a Designated Contact will be automatically closed and will not be acted upon.
Customers’ Designated Contacts shall be responsible for:
- submitting support tickets on behalf of the Customer
- serving as the primary point of contact for communications from and to Reltio
- overseeing Customer’s support case activity
- developing and deploying troubleshooting processes within Customer’s organization
- resolving password reset, username and lockout issues for Customer
- providing technical staff to assist with non application issues such as network issues
The Reltio Health Check helps Customer to align, integrate, and coordinate its Reltio environment with its overall architectural strategy. Members from Reltio’s Expert Services organization can quickly evaluate Customer deployment within the context of related applications and provide best-practice-based recommendations to improve Customer architecture and configuration, facilitating
- Increased IT staff efficiency
- Improved agility and flexibility of IT systems and platforms
- Improved adoption of business processes enabled by the Reltio technology
How it works:
Your Reltio Technical Account Manager will guide Customer through the process over a predetermined time frame (typically 1 week):
- Discuss key challenges, business processes, and governance
- Workshop focused on technology, getting into details of configuration, integration, performance and end-user feedback
- Develop a summary of findings and recommendations for review
- Comparison of existing architecture with best-practice industry reference architectures
- Assessment of Customer Reltio architecture against key focus areas
- High-level recommendations for process and technical improvements (e.g. configuration enhancements, new features that may be applicable, etc.) with a high level plan based on Customer priorities