HOSTING AND CUSTOMER SERVICE SUPPORT

This Hosting and Customer Service Support Appendix is supplemental to the general terms and conditions set out in the MA Master Subscription Agreement. These terms are subject to change at M’’s discretion so the service levels and procedures set out herein should be reviewed by you from time to time.

1. SERVICE DESCRIPTION

The Hosted Service, (provided via the MA CMMS Cloud™) will host your MA CMMS™ core application, including optional apps and add-ons, as well as all generated data and databases, and will be provided twenty-four (24) hours per day, seven (7) days per week in accordance with the Service Levels set out below.

2. SERVICE LEVELS

Service Service Level
Planned Service Outages No less than twenty-four (24) hours advanced notice for all Planned Service Outages and Automatic Updates.
All planned service outages and automatic updates shall occur between the hours of 12:00AM and 5:00AM local time (the local time having been selected during service signup). Any outages occurring outside of this timeframe requires at least forty-eight (48) hours advanced notice unless there is an emergency or critical issue to be addressed in which event MA will give as much prior notice as possible.
Service Uptime Outside of planned service outages, the Hosted Service shall have an availability of ninety-nine point five percent (99.5%) in an annual billingcycle.

3. SUPPORT SERVICES

Contact & Response Times

Only customers who have paid for the applicable Service may contact the Support desk. Customer’s designated and named representatives may contact MA Monday-Friday (excluding statutory holidays) between the hours of 8am and 5pm Eastern Time at any of the following numbers:

  • MA web helpdesk: helpdesk.maintanenanceassistant.com
  • Email: helpdesk@maintenanceassistant.com
  • Support phone (during Support hours):
    • Toll Free (North America only): 1-855-884-5619
    • International or local: + 1 647 317 9055

Advice

During Support Hours, MA will provide Customer, to a monthly time limit as described on the MA website, with such technical advice by telephone or email, to resolve Customer’s difficulties and queries in using the Hosted Service or Software but not related to any notifications of Problems or Technical Response, or for further clarity, failure of the Hosted Service or Software to conform to the Service Levels or perform as specified in any specification.

For further support hours past the monthly allotted support time, MA will charge the Customer at the hourly rate that MA sets and communicates to the Customer prior to time being charged.

Technical Response Times

MA will provide a Technical Response to a service request delivered by Customer. The time allocated to delivery of Technical Responses shall be measured from the time of receipt of the relevant service request from the time of receipt of the service request during Support Hours for Categories 1, 2, 3 and 4 of the service request by Customer (the “Technical Response Times“).

Priority Category Definition Workaround or Correction
Category 1 A key function or feature of the Hosted Service or Software is inoperable and further operation cannot proceed until the Problem is fixed. Correct or provide correction or workaround, as applicable, within 4 hours.
Category 2 A function of the Hosted Service or Software is inoperable and further operation of that function cannot proceed but operation of other functions can proceed before this Problem is fixed. Correct or provide correction or workaround, as applicable, within 8 hours.
Category 3 While a function of the Hosted Service or Service is operable, the operation is inconsistent with the Service Levels and the inconsistency involves a material failure to comply with specifications for the same. Correct or provide correction or workaround, as applicable.
Category 4 An observation which does not affect the functionality of the Hosted Service or the Software is recorded. For Hosted Service problems, MA shall correct or provide a workaround. For Software, MA shall provide a patch within a next release.

In the event that MA does not provide a workaround or a correction in the allotted time for a Category 1, 2 or 3 Problem, MA will continue to work to correct the error each day during the week for a Category 1 Problem or during Support Hours for a Category 2 or 3 Problem. In the event that MA provides a workaround, it will work as set out in the terms in the previous sentence until such time as a correction is provided. MA will give updates to Customer as and when appropriate for the category of problem.

MA will perform on a ‘best-efforts’ basis at all times.

Exceptions

MA will not be responsible for correcting a Problem arising from any of the following:

  1. Problems resulting from any modifications of Software made by any person other than MA;
  2. incorrect use of the Hosted Service or the Software; or
  3. to the extent the relevant environment is not within MA’s control, any fault in the equipment or in any programs used in conjunction with the Hosted Service or the Software.

The Technical Response times for Category 1 and 2 Problems as set forth in the section above will be extended by the length of any delay in the time to fix attributable to any acts or omission of Customer or any of its employees, agents or subcontractors. MA will also charge the Customer, at its sole discretion, for the time required to resolve problems as a result of the Customer’s actions, the fees of which will be determined by MA and communicated to the Customer for acceptance prior to work being carried out.

Service Limits

MA will not be responsible for:

  • responding to requests for assistance for any one other than Customer’s named and designated representatives
  • supporting any 3rd party software or technology (unless the same has been provided by MA as part of the Software or Hosted Service)

4. HOSTING AND DATA

Data is backed-up regularly and stored by MA and its third party service providers primarily in Canada and the USA, in accordance with our Privacy Policy, Security Protocols and Master Service Agreement