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LABS SERVICE SUPPORT AGREEMENT
Last Updated September 2022 2022
This Service Support Agreement sets forth 46 Labs’ support plan for providing Services to its Customers in accordance with the separate Master Services Agreement (“MSA”).
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3.1. Support Failure Credit: . If the Company fails to meet the Formal Response Time for any incident, then the Customer shall be entitled to a service credit of ten percent (10%) of the monthly service fees, excluding one-time fees, usage fees and applicable taxes for the specific service in the Exhibit (“Support Failure Credit”). The Support Failure Credit will be applied to the following month’s invoice for the service. The total amount of any Support Failure Credits and any applicable Service Level Credit shall not exceed the monthly fees charged for the affected Service. Customer must request the credit within ten (10) calendar days from the date when the relevant SLA Support Resolution was not met.
Credit requests must be made in writing to 46 Labs:
By mail to:
46 Labs LLC
1503 E. 19th St.
Edmond, OK 73013 73013
By E-mail to:
support@46labs.com
4 Support Availability.
Description | Availability |
|---|---|
Helpdesk support for all priority requests at: | 24x7x365 |
Helpdesk notification by telephone at: | 24x7x365 |
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Support Limitations.
46 Labs’ obligation to provide support services in accordance with this Support Agreement is dependent upon Customer’s strict compliance with the terms and conditions of their MSA. On-premises Customers that do not reasonably respond to requests for access to the network and systems to resolve support issues shall not be entitled to Support Failure Credit.
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Support Escalation.
If 46 Labs fails to implement a fix or workaround within the timelines, Customer may escalate a support request to their Account Manager by contacting us at +1-512-831-3664 and requesting their Account Manager either directly or by leaving a message. Within one business day, a support supervisor shall respond to Customer with a report describing the emergency, corrective measures taken and the achieved result.