Support Policy

ZALP Support Policy

Zalp provides staffed customer support twenty-four (24) hours a day, five (5) days a week from Sunday 4:30 PM GMT to Friday 11:30 PM GMT with twenty-four (24) hours a day,capable of handling all functional and technical problemsand seven (7) days a week emergency support. We provide Support Services in English.

• Zalp will provide an on-line "Zalp Reporting System" (ZRS) for https://support.Zalp.com/reporting cases related to Zalp Application. Licensee will have access to this web-based interface twenty-four (24) hours a day, seven (7) days a week. Zalp will submit the initial response and estimated time of resolution to each case on ZRS as per the Service Levels defined below.
• Licensee users, in case of urgent issues, can also reach a support-professional by telephone, email or chat in accordance with the table below:

Modes of Communication Zalp Contact Information
Telephone Toll Free Number: 1-866-217-1267
Email support@zalp.com
Chat Login page of Zalp
Web Site (Zalp Tracking System) https://support.zalp.com

Zalp will provide each support liaison with a username and password (upon licensee request) to ZRS website for the purpose of submitting tickets.

SERVICE LEVELS

Zalp shall provide acknowledgment of ticket(s) by issuing a call ticket within the standard response times shown below and shall commence error correction(s) to all reported software errors, problems, or defects in accordance with the severity levels below. Zalp shall use commercially reasonable efforts to provide an error correction within the times set forth below, based on the applicable severity level.

Severity Level: Critical
Standard Response Time: One (1) Hour

Error Definition: The software materially fails to conform to the functional specifications set forth in documentation and licensee is unable to proceed without a fix to the problem or a work-around solution provided by Zalp (e.g., no functionality, system down problems).

Error Resolution: These issues shall be directly reported to Zalp Technical Support. Zalp will use best efforts to resolve the problem within one (1) business day of receipt of the issue, provided that if this is not possible then Zalp will submit a plan for the resolution and provide daily status updates.

Severity Level: High

Standard Response Time: Two (2) Hours

Error Definition: Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality. No reasonable workaround available.

Error Resolution: These issues shall be directly reported to Zalp Technical Support. Zalp will use best efforts to resolve the problem within two (2) business days of receipt of the issue, provided that if this is not possible then Zalp will submit a plan for the resolution and provide daily status updates.

Severity Level: Medium

Standard Response Time: Two (2) Hours
Error Definition: Issues that have a work-around in the system and do not hold up processing

Error Resolution: Zalp will use best efforts to resolve the problem within five (5) business days of receipt of Severity 3 error Zalp will evaluate and consider including them in the future roadmap.

Severity Level: Planning
Standard Response Time: Two (2) Hours
Error Definition: Issues that do not impact use of the software in any important way.
Error Resolution: Zalp will consider adding them to the subsequent releases roadmap for fixing.

In all cases, Zalp will use commercially reasonable efforts to correct such error in a future release.

Severity level of any error will be agreed mutually between Zalp and Licensee and Zalp shall proceed accordingly. Once a fix or problem resolution is determined, Zalp will deliver to licensee (in writing) a description of the problem, description of the problem resolution and fix, and the projected resolution date. Error corrections shall be considered "delivered to licensee" when received by the licensee Support Liaison.

In those instances where: (i) Zalp cannot provide a fix to a Severity Level 1, 2 or 3 error within applicable time set forth above, or (ii) licensee is not satisfied with the progress attained, Zalp will review the plan for addressing such error with licensee. Licensee may escalate the matter to the Zalp Project Manager if it reasonably determines that the plan of action does not demonstrate Zalp is making commercially reasonable efforts to correct the error in light of its impact on licensee’s business.

AVAILABILITY OF HOSTED (SaaS) SETUP
Zalp will provide 90% availability of hosted (SaaS) setup to licensee. This does not include the non-availability due to scheduled/planned outages.

Scheduled Outages will not be included as downtime in calculation of monthly availability. When the application is unavailable due to causes beyond Zalp’s reasonable control, such as Internet outages, weather, acts of God, Customer system issues, or utility system outages (each, an "Uncontrollable Outage"), periods of Uncontrollable Outage will not be included as downtime. Unscheduled downtime will be included as downtime in monthly availability calculation. The availability of the system is calculated in the following way:

• Total Time of Availability = Total Time (24/7) less Scheduled Outage and Uncontrollable Outages
• Percentage Availability =[(Total Time of Availability less Unscheduled downtime)*100]/(Total Time of Availability)
• If Pebstone is acquired by or merged with another company. In this event, Pebstone will notify you before information about you is transferred and becomes subject to a different privacy policy

SCHEDULED OUTAGES
Scheduled outages are the planned downtime which is carried out by Zalp, preferably during weekends or during licensee’s non-working hours, or as scheduled by data center. Scheduled or planned downtime will be informed to licensee at least one week (5 business days) in advance. Emergency fixes would be informed to licensee at least 1 business day in advance.Maximum scheduled outage period in a quarter is 72 hours.

PLANNED:

Planned outages are the result of a planned action on the part of Zalp. Planned outages are used to upgrade, replace, or maintain Zalp Application and Infrastructure. Upgrades include New releases, application-based security patches, operating system patches (critical, hot fixes, and service packs), scheduled maintenance, etc. Planned outages are scheduled with a specific agenda of actions and are communicated to Licensee through Zalp ITS Change Management Process.

Scheduled or planned downtime will be informed to licensee at least one week (5 business days) in advance.

This strategy is effected through use of a Change Management Process, standardization of the technology environment, replacement cycle on equipment, and underpinning vendor contracts on hardware and software systems so that these systems are kept up to date.

AGREEMENT DISCLAIMER
• Zalp Customer Support might not be available for up to 10 days in a Calendar year. Zalp will share the list of holidays with Customer at the start of each calendar year.
• Customer will be responsible to answer any support questions related to the specifics of the ticket information or customer internal process which are not related to the Zalp Application.
• Support in other language would be provided on request through interpretation service at an additional cost. Zalp will require prior notification in such cases
• Zalp reserves the right to change or update or modify the Support Agreement anytime in future with adequate notice.