InReality Support Overview & SLAs

1        Overview

This section lists out an overview of the Support process and SLAs for its customers (direct, partner & reseller). The InReality SLA contains an expected level of system performance as it relates to uptime, solution hardware warranty, managed services and related customer support response and resolution times.  Information on these items is retained below

2        System Service Level Objective

2.1        InReality System Availability

InReality will use reasonable efforts to ensure that during the term of the InReality Subscription to ensure that the Monthly Uptime Percentage specified in the Terms of Service reference in the Enrollment Form.  By standard, InReality ensures the InReality software uptime of at least 99.9% monthly for the InReality Analytics, Insights and Responsive Technology Platform as per Amazon’s Web Services.

3        Hardware Service & Warranty

3.1        Electronic Hardware Warranty

InReality warranties leased hardware deployed as a part of its solutions for the duration of the lease period.  For hardware purchased directly from InReality by the Customer, InReality warrants the equipment to perform to specifications for a period of one (1) year from the date the Hardware is ready for pick-up, unless the Customer selects extended or enhanced warranty options.  For hardware purchased or supplied by the Customer from another source other than InReality, no warranty will be offered by InReality on such hardware.  Extended warranty options will be outlined in each related Customer Enrollment Form.

3.2        Extended & Enhanced Electronic Hardware Warranties

InReality, in conjunction with its Hardware partners, will offer extended and enhanced warranties for Hardware included in its solution as an additional service as a part of individual Customer Enrollment Form  Warranty options include:

• Extended Warranty (2 year to 5 year options)
• Enhanced Warranty (Advance Exchange, Next Day Exchange, etc.)

The costs of these additional warranty options will be included as a part of each Customer Enrollment Form.

4        Support Services

4.1        Support

InReality provides full Support to its customers as a part of the delivery and maintenance of its Analytics, Insights and Responsive Technology SaaS offerings.  InReality’s Support covers all components of its solution, including its SaaS Software and related Hardware purchased or leased directly from InReality.  Support is offered to all InReality SaaS Customers still in good account standing.  In general, InReality provides Tier 1, Tier 2 & Tier 3 Support to its Direct Customers and Tier 2 and Tier 3 Support to its Partner/Reseller Customers.  However, InReality is able to provide Tier 1 Support to its Partners/Resellers as outlined in the Reseller Agreement.

InReality uses a web-based ticketing system to manage the intake, tracking, and reporting on all customer support issues, both Customer and InReality created tickets.

4.2        Support Tiers Defined

Tier 1 Support is defined as the initial identification & detection, reporting, and troubleshooting of basic customer issues.  Tier 1 issues tend to relate to standard issues with hardware and software deployed, including checking physical connections, validating username/password issues, ensuring proper Internet access, verifying set-up, and ensuring correct set-up.  Tier 1 Support issues can be either Customer-reported or created as a part of InReality’s Proactive Monitoring Services. Proactive Monitoring Services are available as a part of each Customer agreement supporting the InReality solution provided.

Tier 2 Support is defined as in-depth Technical Support provided on more complex issues, including hardware, software and/or data collection & reporting issues.  Tier 2 Support issues are usually handled by more experienced technicians and engineers for the particular product or service provided after it is identified by Tier 1 Support that additional technical resources are required to resolve the issue.

Tier 3 Support is defined as the most in-depth Technical Support provided on the most complex Software issues.  In general, Tier 3 issues are handled by InReality Product & Software Developers and Engineers for the most critical and complex issues that are escalated from Tier 2 Support.

4.3        Proactive Monitoring

As noted above, Proactive Monitoring Services are an additional service available from InReality, using automated and manual processes and procedures to identify issues (both actual and potential) in regards to the performance of the solution delivered.  InReality, as a part of this service, will proactively monitor, identify Support issues, troubleshoot and repair Support issues, oftentimes with no impact or indication to the End User or Customer.  

As a part of these Proactive Monitoring Services, InReality will provide regular reports to the Customer, per stated agreement, with more details on the nature and resolution of issues.  Where necessary, InReality may reach out to the Customer to notify, troubleshoot, or validate resolution on issues that are identified through Proactive Monitoring.

4.4        Support Intake

In most cases, Customer-reported Support issues are sent to InReality via email at [e-mail]. In each case, a ticket is automatically opened within InReality’s ticketing system for tracking, resolution management, and reporting purposes.  Customers receive an automated email confirmation and a ticket tracking number.  Tickets received through this process are identified as Customer initiated tickets.

Support issues opened through InReality’s Proactive Monitoring Services are opened directly in InReality’s ticketing system and noted as created by InReality.  In certain circumstances, InReality Support will notify Customers of issues based upon criteria including: duration, severity, repeat issues, and other solution related criteria.

5        Support Hours of Operation

5.1        Standard Operating Hours

InReality provides Standard Support Services during the business hours of 8:00 AM - 6:00 PM ET, Monday through Friday, except during Holidays.

5.2        Non-Standard Operating Hours

InReality provides On-Call Support for Critical issues identified through its Proactive Monitoring Services or directly by Customers outside of its normal operating hours for a fee. Issues that are reported and deemed as Critical will be reviewed and worked as required outside of Standard Operating Hours outlined above.  Any non-Critical issues identified outside of these hours will be prioritized and worked at the resumption of standard operating hours.

5.3        Holidays

InReality recognizes the following days as business holidays:

New Year’s Day	Friday after Thanksgiving
Memorial Day	Christmas Eve
4th of July	Christmas Day
Labor Day	New Year’s Eve
Thanksgiving Day

6        Support Issue Severity Levels

6.1        Support Issue Levels

Issue  Severity Level	Description
Low	No loss of service. Issue does not affect the operation of the software, hardware or solution but may be an inconvenience at the store or management level for customers.
Normal	Minor loss of service.  The result is an inconvenience, which may require a temporary or known workaround.  A significant loss of data capture is not expected.
High	Issue results in a partial loss of service with some impact to the performance of the solution.  Known workarounds may be available but do not provide a complete resolution to issue.  Potential loss of data capture is high during period of issue.
Critical	Issue represents a significant or complete loss of service, or a significant feature is completely unavailable.  No workaround exists.  Loss of data capture is expected during the duration of the issue.

6.2        Support Service Levels

Response Times (Average)

InReality will respond to issues received, either from the Customer or through is Proactive Monitoring Services, in the timelines below.  A response means that InReality has acknowledged receipt of the issue and has enough information to begin to analyze the issue raised.  Upon that response, InReality will analyze the problem reported, perform initial analysis and will follow up with a remediation action for the problem, a request for additional information to better understand the problem or another relevant technical update to the case. 

Issue Severity Level	Standard Support
Low	1 business day
Normal	6 business hours
High	4 business hours
Critical	2 business hours

When you submit a ticket outside business hours, the response time starts to count at the start of the next business day (8 am-6 pm, Monday through Friday, except holidays).

Resolution Times (Average)

Once a ticket is under review and a Support technician is working towards resolution, InReality will provide regular updates to the Customer during the resolution period.  

The resolution times outlined below start from the effective receipt of all necessary and appropriate information required to diagnose and resolve the issue.  Timelines are best efforts and assume that there is an available resolution path or known workaround to return to expected functionality.  In cases of software issues, items that can’t be resolved by Tier 1 Support will be escalated to Tier 2 and Tier 3 Support.  

For hardware issues, or related connectivity issues, timelines may be extended if hardware has to be replaced (in or out of warranty) due to shipment and installation of related hardware.  For issues where the Customer is providing Internet access, resolution times will begin once working Internet access returns to the Customer location.

Issue Severity Level	Standard Support
Low	3-5 business days
Normal	2-3 business days
High	1-2 business days
Critical	1 business day

7 Assumptions

1. Customers will provide adequate space for InReality hardware with easy access for troubleshooting
2. Customers will provide stable power, with no power switches/shut-offs, to the InReality hardware
3. Customers will provide stable Internet connectivity to allow push of data to InReality’s cloud servers and for InReality to remote access for Proactive Monitoring and troubleshooting
4. Customers will provide an on-site contact, where required, to perform troubleshooting with InReality Support, if required.
5. Customers will use one of the 2 most recent Chrome Browser versions to access InReality’s web-based applications

8 Out of Scope Support

At times, InReality may provide additional support to Customers that is outside of the stated scope of Support outlined above.  This may be requested by the Customer to troubleshoot an issue, provide support on implementations or migrations, or help with data analysis.  In these situations, InReality will notify the Customer that the requested work is outside of the Scope of Support and get Customer approval to continue working on the issue.

This Out of Scope Support work is billable work to the Customer. It can be billed on an hourly basis as incurred, or it may be purchased in blocks of hours (5 or 10 hour increments).