Affected Roles: All Users
Related Digital Watchdog VMS Apps: myDW Services
Last Edit: August 12, 2025
-----------------------------------1. “Unavailable” and “Unavailability” means N consecutive error or no-response requests to a Cloud Service, excluding:
2. “Partially Unavailable” (or “Performance Degradation”) means N consecutive requests resulting in delayed responses (≥300% of normal latency).
3. “Incident Response Time” means the elapsed time from Reseller or monitoring-service Incident creation to Company's first substantiative communication.
4. “Incident Resolution Time” means the elapsed time from Incident creation to restoration of full service, excluding Reseller-driven delays.
5. Incident Priorities are assigned as follows:
Provider shall use commercially reasonable efforts to meet the following commitments:
1. Cloud Services will meet the Availability percentages set forth in Section 3 below.
2. Upon Reseller or monitoring-service notification of an Incident, Company will deliver an initial response within the timeframes specified per Incident Priority in Section 3 below.
3. Company will restore service to an Available state within the timeframes specified per Incident Priority in Section 3 below.
If company fails to satisfy any Service Commitment, Reseller shall be eligible to receive Service Credits as described in Section 4 of this Exhibit.
|
Category |
Key Performance Indicator |
Service Commitment |
Service Credit |
|
(% of Monthly Fee) |
|||
|
Availability |
Authorization & Cloud Connection (P1) |
≥ 99.5 % availability |
≤ 1 % |
|
Cloud Portal (P2) |
≥ 99.5 % availability |
≤ 1 % |
|
|
Channel Partners (P2) |
≥ 99.5 % availability |
≤ 1 % |
|
|
Licensing (P2) |
≥ 99.9 % availability |
≤ 0.5 % |
|
|
Emails from Cloud Portal (P2) |
≥ 99.5 % availability |
≤ 1 % |
|
|
Push Notifications (P3) |
≥ 99.5 % availability |
≤ 1 % |
|
|
Incident Management Response |
Priority 1 |
≤ 2 hours |
(See Availability Table) |
|
Priority 2 |
≤ 4 hours |
- |
|
|
Priority 3 |
≤ 12 hours |
- |
|
|
Incident Management Resolution |
Priority 1 |
≤ 8 hours |
- |
|
Priority 2 |
≤ 24 hours |
- |
|
|
Priority 3 |
≤ 72 hours |
- |
1. Calculation: Service Credits are dollar-credits equal to the percentage specified in Section 3 of the total fees for the affected monthly billing cycle, subject to 30% cap. Multiple breaches within one cycle yield the highest single Credit. Credits apply only against future payments or, at Provider’s discretion, the original payment method.
2. Eligibility: Credits accrue only if the monthly aggregate exceeds US $1.00.
To request Service Credits, Customer must submit a support ticket with:
Requests must be received no later than the end of the second billing cycle following the missed commitment. Provider will review and, if approved, issue credits within one subsequent billing cycle.
Provider’s Service Commitments do not apply to Unavailability or performance issues caused by:
Affected Roles: All Users
Related Digital Watchdog VMS Apps: DW Spectrum
Last Edit: July 18, 2025
-----------------------------------1.1 “Unavailable”/ “Unavailability” means N consecutive error or no-response requests to a Cloud Service, excluding (a) scheduled maintenance communicated within its notice window, (b) issues caused by Reseller’s environment, or (c) Reseller equipment, domains, or credentials.
1.2 “Partially Unavailable” (or “Performance Degradation”) means N consecutive requests resulting in delayed responses (≥300% of normal latency).
1.3 “Incident Response Time” means the elapsed time from Reseller or monitoring-service Incident creation to Company's first substantiative communication.
1.4 “Incident Resolution Time” means the elapsed time from Incident creation to restoration of full service, excluding Reseller-driven delays.
1.5 Incident Priorities are assigned as follows:
Provider shall use commercially reasonable efforts to meet the following commitments:
2.1 Cloud Services and APIs will meet the Availability percentages set forth in Section 2 below.
2.2 Upon Reseller or monitoring-service notification of an Incident, Company will deliver an initial response within the timeframes specified per Incident Priority in Section 2 below.
2.3 Company will restore service to an Available state within the timeframes specified per Incident Priority in Section 2 below.
If company fails to satisfy any Service Commitment, Reseller shall be eligible to receive Service Credits as described in Section 4 of this Exhibit.
|
Category |
Key Performance Indicator |
Service Commitment |
Service Credit |
|
(% of Monthly Fee) |
|||
|
Availability |
Authorization & Cloud Connection (P1) |
≥ 99.5 % availability |
≤ 1 % |
|
Streaming through Cloud (P1) |
≥ 99.9 % availability |
≤ 1 % |
|
|
API: Authorization/Connection/Streaming (P1) |
≥ 99.5 % availability |
≤ 1 % |
|
|
Cloud Portal (P2) |
≥ 99.5 % availability |
≤ 1 % |
|
|
Cross System Layouts (P2) |
≥ 99.5 % availability |
≤ 1 % |
|
|
Channel Partners (P2) |
≥ 99.5 % availability |
≤ 1 % |
|
|
Licensing (P2) |
≥ 99.9 % availability |
≤ 0.5 % |
|
|
Emails from Cloud Portal (P2) |
≥ 99.5 % availability |
≤ 1 % |
|
|
Emails from VMS through Cloud (P3) |
≥ 99.5 % availability |
≤ 1 % |
|
|
Push Notifications (P3) |
≥ 99.5 % availability |
≤ 1 % |
|
|
API: All other Features (P3) |
≥ 99.5 % availability |
≤ 1 % |
|
|
Incident Management Response |
Priority 1 |
≤ 2 hours |
(See Availability Table) |
|
Priority 2 |
≤ 4 hours |
- |
|
|
Priority 3 |
≤ 12 hours |
- |
|
|
Incident Management Resolution |
Priority 1 |
≤ 8 hours |
- |
|
Priority 2 |
≤ 24 hours |
- |
|
|
Priority 3 |
≤ 72 hours |
- |
4.1 Calculation: Service Credits are dollar-credits equal to the percentage specified in Section 2 of the total fees for the affected monthly billing cycle, subject to 30% cap. Multiple breaches within one cycle yield the highest single Credit. Credits apply only against future payments or, at Provider’s discretion, the original payment method.
4.2 Eligibility: Credits accrue only if the monthly aggregate exceeds US $1.00.
To request Service Credits, Customer must submit a support ticket with:
Requests must be received no later than the end of the second billing cycle following the missed commitment. Provider will review and, if approved, issue credits within one subsequent billing cycle.
Provider’s Service Commitments do not apply to Unavailability or performance issues caused by:
