Service and Support terms

Service Level Agreement (SLA)

As part of the Flavor Cloud SLA FlavorCloud guarantees the following:

Service uptime of at least ninety-nine and nine tenths percent (99.9%) of the Scheduled Availability for FlavorCloud Services.

 

“Scheduled Availability” means the total time in each calendar month during the Term, excluding inaccessibility or unavailability due to Customer’s acts or omissions, force majeure events, scheduled maintenance disclosed with at least 24 hours’ notice by email, hacking or virus attacks, or reasonable emergency maintenance.

 

Customer Support: FlavorCloud believes that great customer support results in delighted customers and to that end FlavorCloud will make available customer support in line with the support required.

 

  • First response to critical support requests within 4 hours. Critical support requests include widespread (multiple customers) service outages and reports of security vulnerabilities from customers. Phone, SMS, email, and in-product communication are all approved methods of communication.
  • First response to high-priority issues within 12 hours. High priority support requests include inability to access the product from multiple users (for example, multiple users cannot log in) and other similar requests. Phone, SMS, email, and in-product communication are all approved methods of communication.
  • Customer may initiate a helpdesk ticket during Support Hours by emailing support@flavorcloud.com. First response to low priority tickets is within 24 hours of email communication.

 

Support Service Exclusion for Carrier Errors: Company is unable to provide target resolution times for any issues that are a result of a Carrier error. When Support Services determine that a reported error is the result of a Carrier error, Company will make best efforts to communicate with the Carrier and work with them to restore functionality as soon as possible.

 

Dedicated Resources and Services: FlavorCloud will provide the following dedicated resources and services as a partner with FlavorCloud.

 

  • Dedicated Account Manager: A FlavorCloud account manager will provide day-to-day contact to assist in the overall success of the relationship.
  • Merchant Onboarding and Training: FlavorCloud will assist Customer with any questions, guidance, and overall training to help onboard their customers.
  • Global Trade Compliance Consultation Services (1 Hour per Month): Customer will have access to a 1-hour consultation every month with FlavorCloud’s Head of Global Trade Compliance.
  • Access to FlavorCloud’s Knowledge Base and Partner Portal: Customer will have access to FlavorCloud’s partner portal and knowledge base for enablement and training material.