All capitalized terms not defined herein shall have the same meaning as set forth in the Endor Labs Product Terms of Use. The SaaS Services shall be available 99.9% of the time, measured monthly, excluding holidays and weekends and scheduled maintenance. If Customer requests maintenance during these hours, any uptime or downtime calculation will exclude periods affected by such maintenance. Further, any downtime resulting from outages of third party connections or utilities or other reasons beyond Company’s control will also be excluded from any such calculation. Customer's sole and exclusive remedy, and Company's entire liability, in connection with SaaS Service availability shall be that for each period of downtime lasting longer than one hour, Company will credit Customer 2% of service fees for each period of 30 or more consecutive minutes of downtime; provided that no more than one such credit will accrue per day. Downtime shall begin to accrue as soon as Customer (with notice to Company) recognizes that downtime is taking place, and continues until the availability of the SaaS Services is restored. In order to receive downtime credit, Customer must notify Company in writing within 24 hours from the time of downtime, and failure to provide such notice will forfeit the right to receive downtime credit. Such credits may not be redeemed for cash and shall not be cumulative beyond a total of credits for one (1) week of service fees in any one (1) calendar month in any event. Company will only apply a credit to the month in which the incident occurred. Company’s blocking of data communications or other SaaS Service in accordance with its policies shall not be deemed to be a failure of Company to provide adequate service levels under this Agreement.

Support Hours and Contact

Company will provide Technical Support to Customer via electronic mail on weekdays during the hours of 9:00 am through 5:00 pm Pacific time, with the exclusion of Federal Holidays (“Support Hours”). 

Customer may initiate a helpdesk ticket during Support Hours by emailing [email protected].

Response Times

Endor Labs will use commercially reasonable efforts to respond to all Helpdesk tickets as follows:

“Level One” support means: (i) providing general product information, assisting with  configuration; (ii) resolving known issues documented in Endor Labs’ public knowledge database and Documentation; and (iii) collecting all relevant technical problem identification information, and answering all Customer usage questions.

“Level Two” support means: (i) completing error isolation, error replication, and identifying defects in product specifications (iii) documenting errors; (iv) defining action plans; and (v) analyzing logs and traces.