Overview

This is a Service Level Agreement (SLA) between Client and Coast 2 Coast. This document identifies the services required and the expected level of the client portal and digital twin services.

Terminology

• CONTENT means collectively, any files, designs, models, data sets, images, documents, or similar material submitted as part of your deliverable package
• USER means authorized users including but not limited to the employee(s), the employee(s) of your affiliated companies, and the third-party collaborators to whom you grant permission
• THIRD PARTY refers to other entities that may provide additional services or content in addition to our services. These third parties have the responsibility for their service or contents. In addition, the Agreement or legal policy of the third parties may be applied for their service or contents.

Client Responsibilities

• Provide all necessary information and assistance related to service performance that allows Coast 2 Coast to meet the performance standards as outlined in this document
• Payment for all support costs at the agreed interval
• Reasonable availability of customer representative(s) when resolving a service-related incident or request
• The Client shall inform Coast 2 Coast regarding changing business requirements that may necessitate a review, modification, or amendment of the SLA

Service Request
In support of services outlined in this Agreement, the Service Provider will respond to service-related incidents and/or requests submitted by the Customer within the following time frames:

• Within 24 hours (during business hours) for issues classified as a HIGH priority
• Within 48 hours for issues classified as MEDIUM priority
• Within 5 working days for issues classified as STANDARD priority
• Remote assistance will be provided in line with the above timescales dependent on the priority of the support request.

Service and Performance

Basic Level

• Routine maintenance for servers and/or applications with or without notice
• Telephone support: 9:00 A.M. to 5:00 P.M. Monday – Friday
• Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday – Friday. Emails received outside of office hours will be collected, however, no action can be guaranteed until the next working day
• An alternative form of providing Client deliverables may be used

Enhanced Level

• Routine maintenance for servers and/or applications with notice
• Telephone support: 9:00 A.M. to 5:00 P.M. Monday – Friday. Calls received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer / action the call, however, there will be a backup answer phone service
• Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday – Friday. Emails received outside of office hours will be collected. Support Ticket responses within 24 hours
• Additional uptime monitoring
• Additional fees apply

Custom Level

• Routine maintenance for servers and/or applications with notice
• Telephone support: 9:00 A.M. to 5:00 P.M. Monday – Friday. Calls received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer / action the call, however, there will be a backup answer phone service
• Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday – Friday. Emails received outside of office hours will be collected. Support Ticket responses within 24 hours
• Additional uptime monitoring
• Align SLA to client requirements
• Additional fees apply

Terms

Restriction
Neither of the parties shall assign, transfer nor convey, in any way, its rights in this Agreement to any third party without first obtaining the written consent of the other.

• Client will not resell, sublicense, or distribute the site or services
• Client will not mirror services or content on any other server or internet-enabled device
• Reverse engineering, modifications, derivative works based upon the services is not permitted

Account Termination
If the account is closed/canceled or terminated/deactivated Coast 2 Coast has no responsibility or liability for any deletions of content. Sharing, embedding and any functions that have been used will also be impacted. Coast 2 Coast will not be liable to third-party for any termination of Your account or access to Services.

Agreements
Coast 2 Coast Privacy Policy, Indemnification, and Terms of Service are considered part of the Agreement.