Link Support Hours and SLA

Hours of Support

Weekdays, excluding holidays: 9 AM to 8 PM Eastern Time

These are the support hours to the IT/Support team at a business entity with a current license agreement for LINK with Mobile Helix, Inc.

Support SLAs

Note: The LINK App and System is an enterprise application. That is, LINK Is licensed by business entities (not consumers). As such, the first line of support is the business entity’s support process.

These SLAs apply to the IT/Support team at business entities which have a current license agreement for LINK with Mobile Helix, Inc.

Technical Support Request (TSR) Incident Definitions and Service Level Aspirations (SLAs)

Severity Level	Definitions	Initial Response	Interim Resolution	Final Resolution
		The target time it takes Mobile Helix to respond to customer inquiry upon notification of an incident.	The target time it takes Mobile Helix to provide a resolution to an incident.	The target time it takes Mobile Helix to provide a final correction that corrects the incident.
S1	A Severity 1 Incident arises when the Software is unable to function properly in a production environment due to a failure of the Software to conform to the Documentation and/or Specifications where such failure has a material adverse impact on Licensee’s business operations, as a whole.	4 hours	24 hours	3 business days
S2	A Severity 2 Incident arises when the software is unable to function properly in a production environment due to a failure of the Software to conform to the Documentation and/or Specifications where such failure materially impacts Company’s business operations, although the Software remains substantially operational.	12 hours	2 business days	5 business days
S3	A Severity 3 Incident arises when the Software is unable to function properly in a production environment due to a failure of the Software to conform to the Documentation and/or Specifications where such failure does not materially impact Company’s business operation.	1 business day	4 business days	With the next release, or as otherwise agreed upon.

ALL RESPONSE TIMES ARE BASED UPON REQUESTS LOGGED TO SUPPORT@MOBILEHELIX.COM.