Support & Service Level Agreement
The Software Product maintenance and support included in the license fee covers:
– Bugs and failure fixing (see SLA below)
– Mobile application updates due to new operating systems and new devices
– General feature improvements
mTrip will provide the Licensee with support between the hours of 9 am and 5pm EST during business days. Expected response times after a request has been submitted during the support hours by email shall depend upon the severity level assigned by the Licensor to such request (in its reasonable discretion), and are as follows:
| Severity Level | Description | Expected response times |
|---|---|---|
| Level 1 – Critical | Complete failure of the mobile application | 2 hours |
| Level 2 – High | Essential functionalities are disrupted | 4 hours |
| Level 3 – Medium | Partial or limited loss of functionality | 8 hours |
| Level 4 – Low | Inconvenience but not impacting performance | 48 hours |