SERVICE LEVEL AGREEMENT (SLA)
Off-Hours Technical Phone Support
This Service Level Agreement ("SLA") describes the terms under which Synametrics Technologies, Inc. ("Synametrics") will provide off-hours technical phone support for Xeams, Synametrics' email security and spam-filtering solution.
This SLA applies only to paid-per-incident off-hours technical phone support and does not replace Synametrics' standard support policies.
1. OBJECTIVE & PURPOSE
1.1 Objective: The objective of this SLA is to establish the service levels and responsibilities for technical phone support provided by Synametrics outside its standard business hours.
1.2 Purpose: This SLA provides the Customer with direct phone access to Synametrics technical engineers for technical issues requiring assistance outside regular business hours.
2. PARTIES & TERM
2.1 The Parties
Provider: Synametrics Technologies, Inc. ("Provider"), a corporation organized under the laws of New Jersey, USA.
Customer: [Customer Company Name] ("Customer"), located at [Customer Address].
2.2 Term and Eligibility
This SLA becomes effective upon acceptance by the Customer and remains in effect until terminated by either party in writing.
3. SUPPORT HOURS AND DEFINITIONS
3.1 Regular Business Hours
Synametrics' regular business hours are Monday through Friday, 9:00 AM to 5:00 PM Eastern Time. On U.S. federal holidays, Synametrics' office and standard technical support are closed.
Technical support provided during these hours is handled under Synametrics' standard support terms.
3.2 Off-Hours
Off-hours refers to any time outside Synametrics' regular business hours, including weekday evenings, overnight hours, weekends, and U.S. federal holidays.
3.3 Technical Support Incident
A Technical Support Incident is defined as one specific technical issue reported by the Customer that requires investigation, troubleshooting, and assistance from Synametrics' technical engineering team.
Each incident includes the reasonable time and effort required to investigate and resolve the issue. Multiple calls, emails, remote sessions, or other communications related to the same issue are considered part of the same incident and are included under the original incident charge. Each incident will be assigned a unique ticket number for tracking purposes.
If a new or unrelated issue arises while an existing incident is being handled, it will be treated as a separate incident and charged accordingly.
Examples:
- Xeams stops processing incoming or outgoing email → 1 incident
- Customer contacts Synametrics again about the same Xeams issue → Still 1 incident
- The same issue requires multiple calls or emails to diagnose and resolve → Still 1 incident
- Customer later reports a separate SSL certificate issue → New incident
- Customer reports a different issue involving another Xeams feature → New incident
3.4 Designated Support Channel
The Customer must initiate paid off-hours support through the designated Synametrics website, which provides the required information and payment details for off-hours technical phone support.
Email support remains available at any time; however, email requests do not trigger the off-hours phone response commitment or the $399 (USD) per-incident charge.
4. SCOPE OF SERVICE
Synametrics will provide direct access to its technical engineering team for technical support incidents requiring off-hours assistance.
4.1 Included Services
- Direct phone access to Synametrics technical engineers
- Technical troubleshooting and diagnosis
- Technical assistance toward resolution of the reported issue
- Follow-up communication related to the same incident
- Assistance from engineers with in-depth knowledge of Synametrics products
5. PRICING
5.1 Per-Incident Fee
Off-hours technical phone support is billed at: $399 (USD) per technical support incident
The fee covers the reasonable time and effort required to investigate and work toward resolution of the reported issue, including necessary follow-up related to the same incident.
5.2 Regular Business Hours and Email Support
Technical support provided during Synametrics' regular business hours is handled under the Customer's standard support terms and is not subject to the $399 (USD) per-incident fee.
Email support is not subject to the $399 (USD) per-incident fee. However, the off-hours response commitment applies only to phone support.
6. RESPONSE TIME AND SERVICE LEVEL
6.1 Initial Phone Response
For paid off-hours incidents, Synametrics will make every reasonable effort to answer the Customer's support call immediately.
If the call is not answered, Synametrics will return the call within 15 minutes of the original call.
6.2 Technical Engagement
Once connected with the Customer, a Synametrics technical engineer will begin working on the reported issue.
6.3 Customer Availability
If the Customer is unavailable when Synametrics returns the call, Synametrics will make reasonable efforts to reconnect using the contact information provided by the Customer.
6.4 Resolution
Synametrics will work to resolve the reported issue as efficiently as reasonably possible.
The resolution time will depend on the nature and severity of the technical issue. This SLA does not establish a fixed resolution timeframe.
7. LIMITATION OF LIABILITY
Synametrics' total liability under this SLA is limited to the total amount paid by the customer for the applicable Xeams license and the technical support incident.
To the maximum extent permitted by applicable law, Synametrics will not be liable for indirect, incidental, special, or consequential damages, including loss of data, revenue, profits, or business interruption, or for failures caused by third-party systems or circumstances outside Synametrics' control.