TRACIFY SERVICE LEVEL AGREEMENT (SLA)

This Service Level Agreement (SLA) defines the support and availability of Tracify software.

I. Support

Support includes assisting and advising the client in resolving problems when using the software, including checking, diagnosing and correcting significant defects and errors in the software and providing bug fixes, corrections, modifications, changes, enhancements, upgrades and new versions of the software (updates) to ensure the functionality of the software.
Support does not cover problems and/or damage to the software caused by (I) negligence, misuse, or improper operation on the part of the client, (II) operation, use of the software not in accordance with the documentation or failure to comply with the specifications or restrictions provided by the contractor; (III) modifications to the software that were not performed or approved by the contractor; (IV) acts of third parties; (V) third-party products; and/or (VI) higher violence.
With every request/fault report, the contractor will, in due course, specify a priority in accordance with the criteria defined below. The contractor can combine redundant fault reports from the client that relate to the same fault into one fault report.
The contractor guarantees the availability times defined here for support using the contact details provided. “Weekdays” refers to Monday to Friday, excluding public holidays at the contractor's headquarters.

Availability: Weekdays 10 a.m. — 5 p.m. (CET)
Email: support@tracify.ai
Languages: German and English
The contractor guarantees the response times defined here for support. The response time represents the time between the first request/fault report by the client (electronic) and the first response (electronic) from the contractor. Only time intervals during availability times are decisive for the response time.

Priority 1 (Show Stopper)

When the software no longer works and the customer's business is severely affected
Response time: 3 hours

Priority 2 (Critical)

Functionality of the software is not as described and therefore significantly impairs the use of the software as a whole
Response time: 8 hours

Priority 3 (major)

Functionality of the software is not as described, other use of the software is not affected or is only marginally affected
Response time: 48 hours

Priority 4 (minor)

Software functionality not affected, general question
Response time: 1 week

The contractor always strives and attaches great importance to resolving faults as quickly as possible, but it is not possible to set and guarantee generally specific fixed troubleshooting times in advance, as faults can have a wide variety of types and diverse causes. The contractor will make every effort to rectify faults as quickly as possible and will regularly inform the client of the progress of troubleshooting.
Troubleshooting is always carried out by accessing the software. To enable support and software maintenance, the client grants the contractor comprehensive and unrestricted access to the software and the data processed with the software.
The client defines a support coordinator. Only the support coordinator will contact the contractor regarding support or report faults.

II. Software availability

The contractor will provide the client with the software with an availability of at least 99.5% of the respective calendar month (hereinafter “minimum availability”). The software is available in this context when there is an uninterrupted connection between the servers on which the software is hosted and the transfer point to the Internet and the client is able to log on and has access to the software. The minimum availability does not apply to test and development servers.
The contractor also provides the client with a plugin that allows the client to import the data collected with the software into its Ads Manager. The availability and functionality of the plugin depends on external factors over which the contractor has no influence, in particular with regard to the settings of the respective Ads Manager. The contractor will always make every effort to make the plugin available, but the availability of the plugin cannot be fully guaranteed. The availability of the plugin has no influence on the availability of the software and the collection of data with the software.

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