Legal
Service Level Agreement
This Service Level Agreement ("SLA") forms part of, and is governed by, the Agreement between Rilian Technologies Inc. or one of its subsidiaries (each "Rilian") and the customer identified in the applicable Order ("Customer"). This SLA applies to (a) the availability of the Platform operated by Rilian and (b) Support Services that Rilian provides for the Platform. Capitalized terms used but not defined in this SLA have the meanings given in the Agreement. If there is a conflict between this SLA and the Agreement, this SLA controls solely with respect to the service levels, availability, maintenance, and support matters it expressly addresses.
1. Scope
1.1 General
This SLA covers (i) the availability of the Platform and (ii) Support Services for the Platform.
1.2 Out-of-Scope Services
Third-party software, services, content, or hardware procured through Rilian's Marketplace ("Marketplace Companies") are supported by their respective providers under their provider terms. Notwithstanding the foregoing, Rilian will provide Tier 1 (Help Desk) and Tier 2 (Technical Support) for Marketplace Companies as described in Section 4. The applicable Marketplace Company remains solely responsible for Tier 3 support, including bug fixes, code-level remediation, patches, updates, and other product-specific corrections. This SLA applies only to the Platform and Rilian-provided Support Services.
1.3 Support Hours
Rilian will provide support Monday through Friday, excluding public holidays ("Business Day") from the hours of 9:00–17:00 UTC.
2. Support Requests
In order to resolve support requests, Rilian may require Customer to provide a general description of the operating environment, a list of hardware components, a reproducible test case, and certain log files, trace files, or system files. Failure to provide this information may prevent Rilian from identifying and resolving the alleged issue. Support is provided only to Customers with active subscriptions in a production environment.
2.2 Request Procedures
Support tickets may be submitted through the defined customer support channel.
2.3 Prioritization
Support tickets shall be assigned a severity level based on the criteria below. Rilian personnel reserve the right to adjust severity ratings. Customer will assign the initial severity when opening a ticket, and Rilian may reasonably adjust the severity after review.
| Severity Level | Definition | Target Initial Response | Target Resolution |
|---|---|---|---|
| 1 — Critical | Platform is inoperable or a critical function is unavailable to the extent that Customer's business operations are severely impacted. | 2 hours | Rilian will work continuously and use commercially reasonable efforts to provide a resolution or effective workaround within 16 hours. |
| 2 — High | Major function of the Platform is materially degraded or materially restricted, but business operations can continue in a limited fashion. | 3 hours | Rilian will use commercially reasonable efforts to provide a resolution or effective workaround within 36 hours. |
| 3 — Medium | An isolated bug and/or configuration issue causing a minor functional impact or an issue that does not materially affect business operations. | 4 hours | Rilian will use commercially reasonable efforts to provide a resolution or effective workaround within 3 Business Days. |
| 4 — Low | General questions, requests for guidance, or issues that do not involve an error to the Platform. | 1 Business Day | Rilian will address the request in the ordinary course of business. |
3. Platform Availability
3.1 Uptime Commitment
Rilian will make the Platform available no less than 99.9% of each calendar month (the "Uptime Commitment"). For purposes of measuring availability, "Uptime Percentage" means the total minutes in the applicable month, minus the Verified Downtime Minutes, divided by the total minutes in that month, expressed as a percentage.
"Verified Downtime Minutes" are minutes during which Customer was unable to materially use the production Platform due to causes within Rilian's reasonable control. Downtime does not include unavailability caused by: (i) Scheduled Maintenance; (ii) Customer's networks, systems, or facilities; (iii) unavailability of third-party services or infrastructure; (iv) suspension of the Platform for non-payment or security reasons; or (v) events of force majeure.
3.2 Scheduled Maintenance
Rilian will schedule routine maintenance during low-usage windows and will provide at least seventy-two (72) hours' advance notice for planned maintenance that is expected to affect availability. Rilian may perform emergency maintenance without advance notice when required to address an urgent risk to security, performance, or stability.
3.3 Exemptions
Rilian will have no obligation to provide Support with respect to any Error resulting from: (i) use of the Platform other than according to the documentation or the terms of your license; (ii) modification of the Platform by Customer or any third party, except as expressly permitted in writing by Rilian; or (iii) any combination or integration of the Platform with hardware, software and/or technology not approved in writing by Rilian.
4. Partner Support
4.1
Rilian's Partners are required to perform initial Tier 1 triage and troubleshooting for all support issues prior to escalation. This includes basic diagnostics, issue identification, and attempts to resolve common issues using provided documentation and tools.
4.2
When escalation to Rilian is necessary, Partners must provide a detailed summary of the issue, steps taken, and relevant diagnostics. Partners remain responsible for maintaining customer communication and coordinating with Rilian throughout the resolution process.
4.3 Marketplace Support Responsibilities
For companies, products, or services procured through Rilian's Marketplace, support responsibilities are allocated as follows:
- Tier 1 (Help Desk) Support — Rilian shall provide Tier 1 support as the initial point of contact for Customer inquiries. This includes basic issue intake, ticket logging, initial troubleshooting, user guidance, and issue classification.
- Tier 2 (Technical Support) — Rilian shall provide Tier 2 technical support, including advanced troubleshooting, technical diagnostics, issue replication where feasible, and coordination with the applicable Marketplace Company where escalation is required.
- Tier 3 (Vendor Support) — Tier 3 support shall be provided exclusively by the applicable Marketplace Company. Rilian shall have no obligation to provide Tier 3 support or code-level fixes for Marketplace Companies.
4.4 Escalation and Coordination
Where an issue requires Tier 3 support, Rilian will coordinate escalation to the applicable Marketplace Company and facilitate communication in good faith; however, resolution timelines, fixes, and outcomes remain the responsibility of the Marketplace Company.
4.5 No Modification of Third-Party Obligations
Nothing in this SLA modifies, expands, or replaces the support obligations, warranties, or service levels provided by Marketplace Companies under their respective agreements.