Momentus Technologies Service Level Agreement (SLA)

Introduction

The purpose of the Service Level Agreement is to provide each Customer the expectations within which issues reported with Momentus Technologies software will be captured, logged, reported on, and resolved. The responsibilities of both parties are included in this agreement.

This document describes the standard service level guidelines followed by our Customer Support Services team members. In addition to standard support, additional services may be purchased. This SLA applies to On-Premise customers as soon as a recent copy of the database is uploaded and USI can access the systems.

1. Submitting Issues and Monitoring Progress

Customers shall have one named contact and one backup contact to report incidents by creating a support ticket and monitor their progress via Momentus Technologies Support Center: https://supportcenter.ungerboeck.com unless explicitly changed in their success plans.

2. Initial Response Times

Severity	Target First Response Time
Critical	1 hour
High	4 business hours
Normal	16 business hours

 

3. Definitions and Response Guidelines for Momentus Technologies Functionality Issues

3.1 Critical

Catastrophic impact to mission critical functionality resulting in extremely serious interruptions to a customer's production system.

Examples of Critical issues include:

• System is down causing users to experience a total loss of service.
• Inability to use a feature or functionality that is currently relied upon for mission critical and time sensitive functionality that does not have any manual workaround.
• Security or data integrity is severely compromised.

Momentus Technologies Responsibilities for Critical issues:

• Momentus Technologies hours of operation are 24/7/365 for Critical issues
• Momentus Technologies has a 24x7 commitment until resolution
• Momentus Technologies will provide regular updates to Customer regarding progress towards resolution.

Customer Responsibilities for Critical issues:

• Enter a ticket through supportcenter.ungerboeck.com ensuring that Critical priority has been chosen at the time of ticket submission.
• Designate resources to be available 7x24 to work with Momentus Technologies on resolution.
• Allow Momentus Technologies to view the error and control your computer using remote connectivity software such as Teams.
• Provide all of the relevant information including but not limited to:
  1. a written description of the specific steps to recreate the issue, including screen prints;
  2. full text copies of all error messages, including information in any Details window;
  3. diagnostic window information (click CTRL + Shift + ~ on any window);
  4. whether this error occurs for all users or only specific users and on all computers or only specific computers 

• For performance issues, Customers will be asked to provide:
  1. accurate timing (to the second) with comparison to other machines (if relevant); and
  2. hardware specifications of an affected user's computer (RAM and processor speed).

3.2 High

Significant impact to mission critical functionality resulting in serious interruptions to normal operations. In a production system, mission critical tasks cannot be performed.

Examples of High issues include:

• Issues that are impairing mission critical functionality
• Inability to deploy a mission critical feature and deployment date is imminent and not flexible

Customer shall remain accessible for troubleshooting from the time a High issue is logged until such time as it is resolved.

3.3 Normal

Moderate impact to important tasks resulting in inconveniences to normal operations. In a production system, important tasks cannot be performed easily.

Examples of Medium issues include:

• Issues that are inconveniencing important functionality
• Inability to deploy a mission critical feature, but deployment is not imminent and is flexible

Customer will respond to Momentus Technologies' requests for additional information and implement recommended solutions in a timely manner.

 

3. Service Level Guidelines for Cloud Service Interruptions

This section does not apply to On-Premise customers.

Momentus Technologies' monthly expected Service Level is 99.9%. This service level only applies to production systems.  Downtime refers to periods of time during which the software cannot be accessed. Downtime does not include the following:

• The period when the Services are not available as a result of Planned Downtime;
• Performance or availability issues due to factors outside of Momentus Technologies' reasonable control
• Performance or availability issues that resulted from Customer’s or third-party hardware, software or services
• Performance or availability issues that resulted from actions or inactions of Customer or third parties related to, including but not limited to hardware, machinery and equipment
• Performance or availability issues that resulted from actions or inactions of Customer or Customer’s employees, agents, contractors, or vendors or anyone gaining access to Momentus Technologies' network by means of Customer’s passwords or system;
• Performance or availability issues that were caused by Customer’s use of the Services after Momentus Technologies advised Customer to modify its use of the Services, if Customer did not modify its use as advised
• Intermittent periods of Downtime that are ten minutes or less in duration; and
• Performance or availability issues due to Customer’s use of beta, trial offers, early adopter programs and/or demos (as determined by Momentus Technologies).

4. Technical Services Projects, Custom Reports and Application Programming Interface (API) Support

Technical service projects, custom reports and API support are not covered under Momentus Technologies standard support agreement for the Momentus Technologies subscription and maintenance. Customers may purchase enhanced support or success plans that could cover these items or customers may request technical consulting or paid support to cover these incidents. .

5. Product Enhancements

Customers may provide product enhancement suggestions on the product idea forums at  https://supportcenter.ungerboeck.com. These suggestions are regularly reviewed by the product team and considered for upcoming releases. From time to time, Momentus Technologies may answer questions or respond to specific suggestions on the forums.

6. Regular Business Hours

Momentus Technologies local support teams are available at the following times:

• North America: Monday through Friday, 8:00 a.m. to 5:00 p.m. US Central Standard Time (CST)
• Europe: Monday through Friday, 8:00 a.m. to 5:00 p.m. Central European Time (CET)
• Asia-Pacific: Monday through Friday, 8:00 a.m. to 5:00 p.m. Australian Eastern Standard Time (AEST)

Support for non-critical issues is not offered outside of regular business hours. However, support is available 24/7 for critical issues. Issues handled outside the local office hours will be handled in English only.

7. Scope of Maintenance Service

Maintenance Service is defined as access to software upgrades, corrections, and technical operating assistance for all licensed software modules. Other services, including, but not limited to, those listed below are considered outside the scope of Maintenance Service:

• Any customization of the application not included in the base offering whether by a third-party or Momentus Technologies Software or any resulting complication or issue from said customization
• Any customization outside of the application that accesses the Momentus Technologies Software database such as custom reports, custom interfaces, BI tools, etc. whether by a third-party or Momentus Technologies Software or any resulting complication or issue from said customization
• Any direct modification of the data contained in the Momentus Technologies Software database or any resulting complication or issue from said direct modification.
• Any direct modification of the database schema whether by the addition of columns within Momentus Technologies Software-supplied tables, the addition of tables, triggers, stored procedures, or indexes outside the scope of the Momentus Technologies Software-supplied schema or any resulting complication or issue from said direct modification
• Any application performance issue regardless of potential cause when the application is installed outside the Momentus Technologies Hosting environment
• Any issue of any type encountered in a version of the application that is past its Mainstream Support date; and
• Any issue of any type encountered using hardware that does not meet the current published technical guidelines.

For assistance outside the scope of maintenance service, Momentus Technologies reserves the right to charge the customer for the time spent.

8. Upgraded Customer Success Plans

In addition to the standard Momentus Technologies support, customers with paid success plans are entitled to additional benefits such as a named success manager for escalation or follow-up on tickets.

9. End of Support

Momentus Technologies discontinues support for older versions of the software after a period of time. Customers on unsupported versions will receive support only after migrating to supported versions of the software.

10. Third party tools and integration

Customers will be asked to turn off third party tools and integration when troubleshooting issues including but not limited to performance related issues.