Service Level and Support Agreement
Catalog row in Vendor License Programs · Cited
- Kind
- Support
- Term
- Subscription Term
- Definition
- SLA: availability level of at least 99.9% measured monthly for Writer-managed deployments, with service credits of 5% to 20% of the monthly portion of annual fees.
- Commercial rules
- Credits must be requested in writing within five business days after month end and are the sole remedy. Support runs Monday to Friday 5:00 a.m. to 5:00 p.m. Pacific Time.
- Applies to
- Writer-Managed Deployments