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LYTHOUSE SOFTWARE-STANDARD SUPPORT AND MAINTENANCE SERVICES
| Modes of Communication | Zycus Contact Information |
| Telephone | Toll Free Numbers:
North America: (866) 363-6625 or (800) 409-3507US
International: + (800) 9928-7111 or (800) 9928-7000 |
| Email | |
| Chat (as per product availability) | Login page of Zycus application |
| Web Site (Zycus Tracking System) |
Table No.2
| Severity Level | Standard Response Time | Error Definition | Error Resolution |
| Critical / Severity 1 | One (1) Hour | Software is unavailable or inoperable as performance is highly degraded and there is a significant impact on Licensee’s operations related to the Software. | Zycus will resolve the problem within one (1) business day from the day of receipt of the issue. In case a solution is not feasible by that time then Zycus shall submit a time-based action plan for the resolution and provide daily status updates thereof. |
| High / Severity 2 | Two (2) Hours | Major functionality is impacted, or major performance degradation is experienced. Issue is persistent and affects many users and/or major functionality. | Zycus will resolve the problem within five (5) business day from the day of receipt of the issue. In case a solution is not feasible by that time then Zycus shall submit a time-based action plan for the resolution and provide daily status updates thereof. |
| Medium / Severity 3 | Three (3) Hours | Issues that have a work-around in the system and do not hold up processing | Zycus will resolve the problem within seven (7) business days of receipt of Severity 3 error. In case a solution is not feasible by that time Zycus will evaluate and consider including them in the future roadmap of the respective Software product. |
| Planning / Severity 4 | Three (3) Hours | Issues that do not impact use of the Software in any important way. | Zycus will consider adding them to the subsequent releases of its Software or in its roadmap for that Software product. |
| Software | Availability (Monthly) |
| Lythouse Software | 99% |
Scheduled Outages – Scheduled outages are the planned downtime, which is carried out by Zycus, 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. Maximum scheduled outage period in a quarter shall be (seventy-two) 72 hours.
Scheduled outages are generally used to upgrade, replace, or maintain Zycus’s infrastructure. Upgrades include new releases, application-based security patches, operating system patches (critical, hot fixes, and service packs), scheduled maintenance, etc.
Scheduled Outages will not be considered as downtime and shall not be included in calculation of monthly availability thereof.
Uncontrollable Outage – Whenever the Software application is unavailable due to causes beyond Zycus’s reasonable control, such as international internet outages, extreme weather conditions, acts of God, war, Licensee’s system issues, each such issues shall be referred as Uncontrollable Outages.
Periods of Uncontrollable Outage will not be included as downtime.
Unscheduled downtime will be included as downtime in monthly availability calculation.
The Monthly Availability calculation of the Software application shall be arrived at as follows:
- Total Time of Monthly Availability = Total Time (24/7) less Scheduled Outage and Uncontrollable Outages
- Percentage Monthly Availability = (Total Time of Monthly Availability less Unscheduled downtime) *100]/ (Total Time of Monthly Availability)
SLA Credits
Uptime availability SLA credits
Availability in a Calendar month | Credit as % of monthly fees |
>98 % but <99% | 0.5% |
>96 % but <98% | 1% |
>94 % but <96% | 2% |
