Accessing Support. SailPoint support offers several ways to resolve any technical difficulties. Online help can be accessed by clicking the “Help” tab when logged into the SaaS Services. The Compass online community (xxxxx://xxxxxxxxx.xxxxxxxxx.xxx) is available 24x7 for self-service technical assistance including: • Viewing updates to supported browsers, mobile operating systems and related software • Accessing our knowledgebase, product documentation, training, technical articles, and FAQs The Horizon online support portal (xxxx://xxx.xxxxxxxxx.xxx/services/online-support) is used to manage your cases and includes: • Creating, updating and viewing cases, including adding attachments • Submitting new product enhancements (Ideas) • Support policy documentation • Reporting status of cases The support email address is xxxxxxx@xxxxxxxxx.xxx. The support phone number is 000-000-0000 or 0-000-000-0000. ***End of Page*** EXHIBIT C SERVICE LEVEL AGREEMENT
Accessing Support. SailPoint support offers several ways to resolve any technical difficulties. In addition to online help with the SaaS Services, which can be accessed by clicking the “Help” tab when logged into the SaaS Services, function-specific help information can also be accessed throughout the SaaS Services using the ‘?’ option. The Compass online community (xxxxx://xxxxxxxxx.xxxxxxxxx.xxx) is available 24x7 for self-service technical assistance including: • Viewing updates to supported platforms and hardware • Accessing our knowledgebase, product documentation, technical articles, and FAQs The Horizon our online support portal (xxxx://xxx.xxxxxxxxx.xxx/services/online-support) is used to manage your cases and includes: • Creating, updating and viewing cases including adding attachments • Submitting new product enhancements (Ideas) • Support Policy documentation • Reporting The support email address is xxxxxxx@xxxxxxxxx.xxx. The support phone number is 000-000-0000 or 0-000-000-0000. EXHIBIT B-2 SERVICE LEVEL AGREEMENT
Accessing Support. The online support center (xxxx://xxxxxxxxxxx.xxxxxxxx.xxx) is available 24x7 for self-service technical assistance including: ● Logging tickets and viewing status of previously submitted tickets ● Accessing product documentation, technical articles, and FAQs EXHIBIT C Service Level Agreement
Accessing Support. Customer Support offers several ways to resolve any technical difficulties. In addition to online help in the Software, which can be accessed by clicking the “Help” tab when logged into the Software, function-specific help information can also be accessed throughout the Software using the ‘?’ option. The online support center xxxx://xxxxxxxxxx.xxxxxxxxxxxxxx.xxx/ is available 24x7 for self-service technical assistance including: • Downloading software updates and patches • Logging tickets and viewing status of previously submitted tickets • Viewing updates to supported platforms and hardware • Accessing product documentation, technical articles, and FAQs The support email address is xxxxxxx@xxxxxxxxxxxxxx.xxx EXHIBIT B SERVICE LEVEL AGREEMENT
Accessing Support. 5.3.1 The service desk The service desk is the first point of contact for issues, faults or general enquiries about Impero’s software services. A ticket can be raised in the following ways: Telephone: +00 (0)0000000000 (UK & International) +0 0000000000 (US & Canada) +00 (0)000000000 (France or French speaking countries) Email: xxxxxxx@xxxxxxxxxxxxxx.xxx Customer portal: xxxxx://xxxxxxx.xxxxxxxxxxxxxx.xxx Impero will answer the phone in line with the KPIs set out in Appendix 1 of this document. There is also a voicemail service in place should any calls be missed.
Accessing Support. In addition to online help in the SaaS, which can be accessed by clicking the “Help” tab when logged into the SaaS service, function- specific help information can also be accessed throughout the SaaS using the ‘?’ option. The Compass online community (xxxxx://xxxxxxxxx.xxxxxxxxx.xxx) is available 24x7 for self-service technical assistance including: • Accessing our knowledgebase, product documentation, technical articles, and FAQs • Viewing supported platforms and hardware The online support portal (xxxx://xxx.xxxxxxxxx.xxx/services/online- support) is used to manage Customer cases and includes: • Logging support cases and case communication • Submitting new product enhancements • Support Policy documentation • Reporting status of cases The support email address is xxxxxxx@xxxxxxxxx.xxx. Local and toll- free support phone numbers are listed in SailPoint’s Compass online community. Access to Support is available to a maximum of 10 named contacts per contract, list to be provided and maintained by Customer. EXHIBIT C – Service Level Agreement This Attachment details SailPoint’s Service Level Agreement (“SLA”) for the Customer’s production instance of the SaaS Service.
Accessing Support. Customer Support offers several ways to resolve any technical difficulties. In addition to online help in the Software, which can be accessed by clicking the “Help” tab when logged into the Software, function-specific help information can also be accessed throughout the Software using the ‘?’ option. The online support center (w xx.xxxxxxxxx.xxx/xxxxxxx) is available 24x7 for self-service technical assistance including: Downloading software updates and patches Logging tickets and viewing status of previously submitted tickets Viewing updates to supported platforms and hardware Accessing product documentation, technical articles, and FAQs The support email address is xxxxxxx@xxxxxxxxx.xxx. The support phone number is 000-000-0000 or 0-000-000-0000. EXHIBIT C SERVICE LEVEL AGREEMENT
Accessing Support. SailPoint offers several ways to resolve any technical difficulties. In addition to online help in the Software, which can be accessed by clicking the “Help” tab when logged into the Software, function-specific help information can also be accessed throughout the Software using the ‘?’ option. The Compass online community (xxxxx://xxxxxxxxx.xxxxxxxxx.xxx) is available 24x7 for self-service technical assistance including: • Downloading software updates and patch • Viewing updates to supported platforms and hardware • Accessing our knowledgebase, product documentation, technical articles, and FAQs • Viewing supported platforms and hardware The Horizon our online support portal (xxxx://xxx.xxxxxxxxx.xxx/services/online-support) is used to manage your cases and includes: • Logging tickets and viewing status of previously submitted tickets • Submitting new product enhancements (Ideas) • Support Policy documentation • Reporting The support email address is xxxxxxx@xxxxxxxxx.xxx. The support phone number is 000-000-0000 or 0-000-000-0000.
Accessing Support. Access Customer Support is available as follows: The support email address is: xxxxxxxx@xxxxx.xxx The support phone number is 0-000-000-0000. EXHIBIT “C” FUGRO SIMMETRY SERVICE LEVEL AGREEMENT The Single Sign-On (SSO) SaaS Services will achieve System Availability (as defined below) of at least _______% during each calendar year of the Subscription Term. All other SaaS Services will achieve System Availability (as defined below) of at least % during each calendar
Accessing Support. The Customer Support phone number is (000) 000-0000. In addition, the online Customer Support Portal (xxxxx://xxxxxxx.xxx/saviynt-support/) is available 24x7 for self-service technical assistance including:
