Service Level Agreement (SLA)
This JuliaHub, Inc. (“JuliaHub” or “Company”) Service Level Agreement (“Service Level Agreement”) outlines the service level performance targets applicable to the JuliaHub SaaS Services. References in this document to “Standard,” “Team,” and “Enterprise” refer to JuliaHub's Subscription Plans, as specified in Customer's Order Form. “Business day” refers to Monday through Friday, Eastern Time, excluding JuliaHub-observed holidays.
1. Technical Support Scope
JuliaHub will support the SaaS Services and use commercially reasonable efforts to address each support request in accordance with this Service Level Agreement. JuliaHub may change support service hours from time to time.
Support Service Hours (Eastern Time) | Standard | Team | Enterprise |
|---|---|---|---|
JuliaHub Platform / JuliaHub Applications | Not included | 7 AM – 4 PM (business days) | 5 AM – 8 PM (business days) |
2. Support Request Submission
Customer’s authorized points of contact (which may be changed with written notice to JuliaHub) may submit requests to JuliaHub technical support personnel as shown below. JuliaHub may change submission methods from time to time.
Support Method | Contact information |
|---|---|
Web Portal | https://support.juliahub.com |
support@juliahub.com |
3. Severity Level Determination
Customer shall reasonably self-diagnose each support issue, when submitting a support request, and include in the description an appropriate severity level designation, as described below. JuliaHub shall triage the reported details and determine the applicable severity level designation, which may differ from Customer’s proposal. In the event of a conflict, the parties will work in good faith to reach agreement and escalate to higher levels of management as necessary, during which time the parties shall continue to handle the support issue in accordance with the JuliaHub severity level designation.
4. Severity Level Definitions and Response
Initial response time is the period from the time the support request was submitted to JuliaHub ticketing system by Customer until JuliaHub responds to Customer’s support request.
Severity Level | Definition | Initial Response Time | ||
|---|---|---|---|---|
Standard | Team | Enterprise | ||
Mission Critical | A production system is down or severely impacted such that routine/business operations are impossible. | — | — | Within 2 hours |
Severity 1 | A platform is down or severely impacted such that routine/business operations are impossible. | Within 1 business day | Within 4 hours | Within 3 hours |
Severity 2 | Production issue where the system is functioning but in a degraded or restricted capacity. No workaround available. | Within 2 business days | Within 1 business day | Within 4 hours |
Severity 3 | Production issue where minor functionality is impacted, or a development issue occurs. Workaround available. | Within 5 business days | Within 3 business days | Within 1 business day |
Severity 4 | Cosmetic defect, information request, or feature request. No impact on business operations. | Within 5 business days | Within 3 business days | Within 1 business day |
Resolution times based on severity levels
Severity Level | Resolution Time |
|---|---|
Mission Critical, Severity 1, Severity 2 | Best-effort resolution (workaround or permanent fix) to minimize service interruption within support service hours. |
Severity 3 | Correct issue in a future release. |
Severity 4 | Cosmetic defect: corrected in a future release. Information request: JuliaHub will respond to the request. Feature request: logged for product roadmap consideration; no release commitment or defect correction is implied. |
5. Service Level Standards
JuliaHub shall use commercially reasonable efforts to achieve the Service Level Commitment applicable to Customer’s Subscription Plan in each month (twenty-four (24) hours per day, seven (7) days per week) during the Term. As used herein, the “Service Level Commitment” means that the applicable SaaS Service component(s) are available to Customer at least the percentage of a given month set forth in the table below (JuliaHub Service Availability), based on Customer’s Subscription Plan, without material interruption, except for (a) planned maintenance, repairs, and upgrades, in any event with respect to the SaaS Services themselves, to any supporting software or hardware, or with respect to any data center hosting the SaaS Services, (b) emergency maintenance at which time JuliaHub will use commercially reasonable efforts to provide twenty-four (24) hours’ notice, and (c) any loss or interruption due to any Force Majeure. The Standard Subscription Plan does not include a Service Level Commitment, and the Remedy described in this Section is not available to Customers on the Standard Subscription Plan.
SaaS Service Component | Service Level Commitment | ||
|---|---|---|---|
Standard | Team | Enterprise | |
Web Platform (JuliaHub UI) | Not included | 99.0% | 99.9% |
Job Instances (Launch and Connectivity) | Not included | 97.0% | 99.5% |
If JuliaHub fails to meet the Service Level Commitment for any SaaS Service component in a particular month (each, a “Service-Level Deficient Month”), then Customer will be entitled, as its sole and exclusive remedy, to an extension of the Subscription Term by one (1) day for each day during the Service-Level Deficient Month on which any applicable Service Level Commitment was not met (the “Remedy”), provided that the Remedy shall not exceed one (1) day of extension per calendar day regardless of the number of SaaS Service components that failed to meet their Service Level Commitment on that day. JuliaHub’s compliance with the applicable Service Level Commitment(s) shall be made by JuliaHub in its reasonable discretion. The Remedy shall be provided to Customer only if Customer notifies JuliaHub in writing of any such service failure within fifteen (15) days of such failure.
6. Out of Scope: JuliaHub shall have no obligation to support or troubleshoot errors or issues caused by Customer’s information technology, third party components, internet or telecommunications systems, or Customer’s improper use of the SaaS Services. Any advice or support provided by JuliaHub regarding out of scope issues is offered “as is” without any warranty. This Service Level Agreement only applies to the SaaS Services, not to other services offered by JuliaHub.