SaaS Service
Level Agreement

Effective: October 1, 2024

This Service Level Agreement (“SLA”) for Heretto services (“Services”) sets forth the support service levels for each applicable Subscription Package of Services. This SLA may be updated from time to time. Material changes will be communicated to existing customers with a 30-day notice period.

1. SaaS Service Level Agreement

Support for Heretto Services is available 24/7 for all Severity 1 Issues via the Heretto Emergency Support Line (+1-315-316-2709), which should include the ticket # with occurrence details. For all other issues and questions, our Heretto Help Desk (via email and Support Portal) is available from 3 A.M. ET to 8 P.M. ET Monday through Friday (excepting national holidays).

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2. Definitions

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3. Help Desk Support

We will provide the maintenance and support services set forth as part of the selected Subscription Package. All Support is provided in the English language.

• Our Heretto Help Desk is available (via email and Support Portal) is available from 3 A.M. ET to 8 P.M. ET Monday through Friday (except national holidays).
• For Severity Level 1 Issues (as defined in Paragraph 4.1), we are available 24 hours per day 7 days a week.
  • Support for Severity 1 issues during national holidays, off-hours between 8 P.M. ET and 3 A.M. ET, and weekends, requires a phone call to the Heretto Emergency Support Line (+1-315-316-2709).
• Registered users may create a Support Request by:
  • Submitting a Support Request at the Heretto Support website at https://support.heretto.com
  • Emailing Heretto Help Desk at support@heretto.com
  • Calling Heretto Help Desk at 1-877-492-2960
• For all Subscription Packages, the customer must create a Support Request for Severity 1, Severity 2, and Severity 3 issues which should include the ticket # with occurrence details. Issues communicated to any other Heretto person or entity, or from an unregistered person, will be considered Severity 4 issues.

• Response and Resolution Assessment times do not apply to communications directly with an account manager, project manager, technical contact, or management contact, as these are outside of the Support workflow.
• By submitting a Support Request you are authorizing the Heretto technical support team to download or copy any data necessary for troubleshooting the reported issue. If you have any concerns about this authorization, please contact your Heretto CSM.

4. Our Support Response and Resolution Commitment

4.1. Incident Classification

When submitting a Support Request, select the severity that best aligns with the incident. Upon engagement, Heretto will evaluate the Support Request and may use discretion to reclassify it to the appropriate level according to these criteria:

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4.2. Issue Response and Resolution Times

We commit to the following:

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5. Recovery Point Objective

The Recovery Point Objective and Recovery Time Objective are 24 hours for all significant Service incidents.

6. Services Availability

6.1. Availability Percentage

We will use commercially reasonable efforts to ensure the Services are available (i.e., accessible and usable) at the Required Monthly Availability. If we fail to meet the Required Monthly Availability, we will issue a service credit equal to the applicable credit % for each support package as outlined in the table below, multiplied by the prorated monthly subscription cost related to the impacted service. The credit can be applied to the next subscription services invoice or a Heretto Professional Services invoice.

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