Support Plan & Service Level Agreement (SLA)

This Watchers’ Support Plan & Service Level Agreement (“SLA”) is subject to your compliance with the Watchers Terms of Service (the “Terms”) between Watchers and you as our customer (“you” or “Customer”). This SLA applies only to customers subscribed to our Drive or Disrupt tariff plans. In addition, Watchers' support obligations herein are contingent upon Customer’s reasonable cooperation, including but not limited to timely payment. This SLA does not apply either to trial periods of usage any of Watchers’ services, or to any Watchers pilot, beta, or early access programs. Capitalized terms will have the meanings specified herein or in the Terms. Watchers reserves the right to update or modify the terms of this SLA in accordance with the Terms.

1. Service Commitment

Watchers will use commercially reasonable efforts to make the Watchers’

Social Platform available 99.9% of the time in a production environment. In the event

Watchers SaaS does not meet the goal of 99.9% availability in production in each month (“Monthly Uptime Percentage”), you will be eligible to receive a Service Credit as described below.

2. Definitions

2.1 “Scheduled Maintenance” means a set of preventive maintenance activities aimed at maintaining the proper condition of equipment, network, engineering systems, and infrastructure of the Watchers’ Social Platform. These activities are performed by the resources of Watchers and/or third parties.

Scheduled maintenance takes place according to the information published in advance on https://status.watchers.io, unless otherwise agreed upon by the Parties in a separate agreement.

2.2 “Unavailable Time” means the Watchers Services are not accessible, provided that service issues or outages relating to any Allowable Downtime shall not be deemed as Unavailable Time.

2.3 “Allowable Downtime” means unavailability due to (i) Customer’s systems or infrastructure; (ii) any act or omission by Customer that was not directed by Watchers in writing or consistent with Watchers’ Documentation or the Agreement; (iii) any failure to act by Customer as reasonably directed by Watchers; (iv) 3rd-party infrastructures being used by Watchers or Customer (such as AWS, Google Cloud Platform, Microsoft and or other server/cloud infrastructure and other general infrastructure e.g. electricity broadband) as part of the Watchers’ Services, wherein such unavailability was not proximately caused by Watchers’ negligent act or breach of the Agreement; (v) a force majeure event; or (iv) scheduled maintenance downtime.

2.4 “Monthly Uptime Percentage” (Monthly Uptime %) is calculated by subtracting from 100% the percentage of 1-minute periods during the month in which the application was in a state of Unavailable Time.

Monthly Uptime % shall be equal to:

100 * (Total minutes per calendar month –of Unavailable Time) / (Total minutes per calendar month of Allowable Downtime).

2.5 “Service Credit” is a percentage of the monthly service payment, calculated as set forth below, that Watchers may credit to an eligible Customer account for future use. For a calendar month where the Monthly Uptime Percentage, as identified by Watchers, at its sole discretion after confirming the nature and accuracy of the Unavailable Time, is less than 99.9%, Watchers will credit Customer’s account on the following month, pro-rata hourly as defined as follows.

The monthly percentage credit is equal to the rate in the following table:

Service Credit shall be issued to the Customer's account for future use. No refunds or cash value will be provided. Service Credits may not be transferred or applied to any other account.

2.6 “Business Hour” means each hour during a Business Day.

2.7 “Business Day” means 8:00 a.m. and 5:00 p.m. GMT+1 Monday through Friday, excluding local public holidays.

2.8 “Support Case” means an open support ticket with severity level P1, P2, or P3, each as defined in the Support Case Severity Definition Table below.

Support Case Priority Definition Table

 

3. Support Hours

4. Customer Obligations

4.1 Upon discovering an issue covered by this SLA, the Customer must promptly submit a support ticket through the available support channels, which include the Slack channel, email at [email protected], or Telegram Support if included in the tariff plan. Once received by Watchers, this will create a Support Case.

4.2 Customers shall designate at least one primary and one alternate contact, to interface with Watchers about support services provided under this Agreement.

4.3 Customers are required to cooperate with Watchers in a reasonable and

timely manner in connection with Watchers' performance hereunder. This includes, but not limited to, the undertaking of any diagnostic or corrective action requested by Watchers and providing all requested information in a timely fashion.

4.4 Customers shall regularly maintain all equipment and connectivity which is necessary to operate the Watchers’ Social Platform (“Necessary Systems”). Prior to escalation of any issue to Watchers, it is Customer’s responsibility to conduct an evaluation of the function of the Necessary Systems to determine if non-operation is causing the issue.

5. Support Case Response

Upon receipt of a Support Case, Watchers shall provide the Customer with an

acknowledgement that it has received the Support Case (a “Response”). Watchers will provide the Customer with a Response to each support case in accordance with the table below. Watchers will use commercially reasonable efforts to promptly resolve each support case. Actual resolution time will depend on the nature of the support case and the resolution. A resolution may consist of a fix, workaround, or other solution in Watchers’ reasonable determination.

6. Support Channels

7. Sole Remedy

Service Credits shall be your sole and exclusive remedy for any unavailability or

Non-performance of the Watchers’ Service or other failure by Watchers to

provide the Watchers Services.