SLA Policy for 2Ring Subscriptions
SLA Policy for 2Ring Subscriptions
Effective: September 10, 2020
This SLA Policy for 2Ring Subscriptions (“Policy”) is applicable only to Subscribers that have purchased a 2Ring Subscription from 2Ring or a 2Ring Subscription Provider. Capitalized terms used in this Policy shall have the meaning set forth in 2Ring’s standard Subscription Agreement available at www.2Ring.com/SubscriptionAgreement (“2Ring Subscription Agreement”), unless otherwise defined in Section 3 below or elsewhere in this Policy.
Note: If you have not purchased a 2Ring Subscription, but have licensed the 2Ring Product under 2Ring’s standard End User License Agreement available at www.2Ring.com/LicenseAgreement or at www.2Ring.com/LicenseAgreementSolPlus, then the support terms and conditions applicable to you are set forth at www.2Ring.com/SupportTerms.
1. SLA Level. Support at the standard level described in the table below is included, at no additional cost, with each 2Ring Subscription. If Subscriber has purchased SLA Diamond, the service level described in the table below for SLA Diamond is included with Subscriber’s 2Ring Subscription.
2. Priority Level. 2Ring will respond to Problems and Incidents within the prescribed response time, set forth in the table above in Section 1, in accordance with the Priority Level assigned by 2Ring (which shall be final). 2Ring reserves the right to assign and change the Priority Level in its discretion. 2Ring will use reasonable efforts to assign each Problem or Incident a Priority Level using the following calculation table:
i. Priority 1. Involves an Error that disables the use of the 2Ring Product for Subscriber and its Authorized Users and there is no procedure for an alternative solution to the problem using current procedures within the competence of the Subscriber’s system administrator. Such performance problems are handled with the highest priority by both 2Ring and Subscriber. An Error falling into Priority 1 must always be reported by telephone.
ii. Priority 2. Involves an Error which interferes with the use of the 2Ring Product for a group of Authorized Users and cause serious problems during such use, but which can be overcome with a temporary alternative procedure (without the need of additional resources from the Subscriber). Such performance problems are handled with high priority by both 2Ring and Subscriber. An Error falling into Priority 2 must always be reported by telephone.
iii. Priority 3. Involves an Error that impacts several Authorized Users, and/or which complicate the use of the 2Ring Product and does not fall within any of the categories given above. An Error falling into Priority 3 can be reported via any of the Support Channels and the creation of a new ticket in the 2Ring Support Request System.
iv. Priority 4. Involves and Error that impacts a few Authorized Users and does not substantially interfere with the use of the 2Ring Product. An Error falling into Priority 4may be reported via any of the Support Channels and the creation of a new ticket in the 2Ring Support Request System.
b. Subscriber Cooperation. 2Ring’s obligations in this Policy are conditioned upon Subscriber providing all the necessary cooperation to resolve the Problem or Incident, including but not limited to: (a) identifying, documenting and reporting each Problem or Incident with the 2Ring Product necessitating Support and, if requested by 2Ring, supply 2Ring with such documentation; (b) provide 2Ring representative samples of any designated system or other related device(s) with which the 2Ring Product is being used by Subscriber and is giving rise to the Problem or Incident; (c) provide reasonable assistance necessary to demonstrate and allow 2Ring to diagnose the Problem or Incident; (d) execute reasonable diagnostic routines in accordance with instructions provided by 2Ring and inform 2Ring of the results of such tests; (e) provide 2Ring with full access to the 2Ring Product for diagnostic and service purposes, including remote access (such as VPN access); and (f) implement each update or other solution to such Problem or Incident provided by 2Ring.
c. Out-of-Scope Incidents and Problems. Subscriber acknowledges and agrees 2Ring has no obligation to provide any services under the Subscription for a malfunction caused by an Exclusion or any malfunction that is not related to or caused by the 2Ring Product (collectively, “Out-of-Scope Incidents and Problems”). If Subscriber requests technical assistance or services, and 2Ring agrees to provide such assistance or services, for any Out-of-Scope Incidents and Problems, Subscriber acknowledges and agrees that such assistance and services may be the subject of a separate written agreement and additional fees.
a. “2Ring” means either 2Ring America, Inc. or 2 Ring spol. s r.o., being the entity that contracts with Subscriber to provide the 2Ring Subscription.
b. “2Ring Subscription” or “Subscription” means the use of the 2Ring Product and associated support based on a subscription purchased by Subscriber from 2Ring or any 2Ring Subscription Provider and subject to the terms and conditions of 2Ring’s Subscription Agreement.
c. “2Ring Support Request System” means the online tracking and Support Request system Subscriber will be provided access to in order to track and report Incidents, Problems, Changes, Support Requests, and Support Hours.
d. “Error” means a reproducible failure of the 2Ring Product, when used in accordance with the Documentation, to operate substantially in accordance with the Documentation.
e.“Incident” means a single Error resulting in the failure of the 2Ring Product or of a part thereof, or such behavior of the system which disables or restricts usage of the 2Ring Product, and is reported to 2Ring via any of the Support Channels and the creation of a new ticket in the 2Ring Support Request System. Incident is considered to be resolved once a workaround is applied that allows usage of the 2Ring Product although the full functionality of the 2Ring Product is not available unhindered.
f. “Problem” means an Error that is the cause of one major or of several repeated Incidents which disables or restricts usage of the 2Ring Product and is reported to 2Ring via any of the Support Channels and the creation of a new ticket in the 2Ring Support Request System. Problem is considered to be resolved once a root cause is found. A root cause elimination is not part of Problem, and can be handled via a new Change or Support Request.
g. “Subscriber” means the entity or person that has lawfully obtained a 2Ring Subscription from 2Ring or a 2Ring Subscription Provider, for such entity’s or person’s own internal business purposes.
h. “Support Channel” means any of the following methods for submitting a Support Request to 2Ring:
(i) by telephone at +1-916-529-4197 (USA) or +421-2-58224097 (Slovakia);
(ii) by email by writing to us at support@2Ring.com;
(iii) completing the Support form available at https://www.2ring.com/support/create-ticket/; and
(iv) via the 2Ring Support Request System.
i. “Support Request” means a request for Support involving administrative tasks and/or troubleshooting issues, including but not limited to, creating a new user account, setting user rights, adding a user to a group, making bulk changes in data structure, and answering questions about reports’ content and password reset issues.
j. “Time to Open” or “TTO” means the estimated time in which 2Ring will open a Support Request for review.
k. “Time to Resolve” or “TTR” means the estimated time in which 2Ring will resolve the Problem or Incident.
4. Questions or Additional Information. If Subscriber has questions regarding this Policy, please send an e-mail to legal@2Ring.com with the subject line: “SLA Policy for 2Ring Subscriptions”