RealTheory

Support Policy

RealTheory Support is bundled with RealTheory Cloud Products and Services and outlined in the applicable order. Your purchased offerings may include support. Service Level Agreements (SLAs) are only offered in the Enterprise Support Plan. All other Support Plans are provided support in accordance with this Support Policy and the following table outlining our internal guidelines for supporting each customer according to their selected and active account plan.

RealTheory provides a 99.8% Uptime Commitment (SLA) for all customers on the Enterprise Support Plan. If we fall short of our Uptime Commitment and your RealTheory environment is affected, when requested we will apply a Service Credit to your account for future use. Although RealTheory strives to provide every customer with the same level of uptime, it is only guaranteed at the Enterprise Support Plan level.

The following table outlines all support plans for each account level at RealTheory. These are our internal SLAs that we hold ourselves accountable to.

Support Plan Basic  Standard Premium Enterprise
Product Bundle Bundled with Free Plan & Basic Plan Bundled with paid Standard Plan Bundled with paid Premium Plan Bundled with paid Enterprise Plan
Knowledge Base Included Included Included Included
Communication Methods Email Only Email & Chat Email & Chat Dedicated Email, Chat & Video Calls
Onboarding Support Self Help Only Email & Chat Email, Chat & Video Calls Dedicated & Scheduled 
Customer Success Self Help Only Email & Chat Email, Chat & Video Calls Dedicated & Scheduled 
Training Self-Training Self-Training 10 Hours Dedicated & Scheduled 100 Hours Dedicated & Scheduled
Support team Self Help Only Cloud Support Team Cloud Support Team Dedicated Support Team
Support Priority Best Effort Standard Advanced Dedicated Advanced
Support Hours Best Effort 9 AM – 5 PM EST M-F 9 AM – 5 PM EST M-F 6 AM – 8 PM EST 7 Days
Custom Support Options N/A N/A N/A Contact Sales
Target Response Times Basic  Standard Premium Enterprise
L1: Application Down Best Effort L1: 2 Hours L1: 1 Hour L1: 30 Minutes
L2: Serious Degradation Best Effort L2: 6 Hours L2: 3 Hours L2: 2 Hours
L3: Moderate Impact Best Effort L3: 3 Days L3: 1 Day L3: 8 Hours
L4: Low Impact Best Effort Best Effort L4: 2 Days L4: 24 Hours
SLA - Uptime Commitment N/A N/A N/A 99.8%

Enterprise Support Plan – Uptime Commitment & Service Credits

Customers on the Enterprise Support Plan include our Uptime Commitment and Service Credits. Unless otherwise noted in an applicable order, these terms only apply to the Enterprise Plan exclusively and all other Service Plans are provided as-is with no guarantees for Uptime. Although there are no guarantees for our other plans RealTheory remains committed to providing the best service possible for every one of our customers.

Uptime Commitment

If you purchased the Enterprise Support Plan, Subject to the Service Unavailability Exclusions, if we do not meet the Uptime Commitment, you will be eligible to receive a Service Credit. Uptime is the percentage of total possible minutes RealTheory was available during a calendar month. Our commitment is to maintain at least 99.8% Uptime as calculated by:

*([(total minutes in month - Service Unavailability) / total minutes in month]100)% > 99.8%

Service Unavailability

Service Unavailability is the overall number of minutes RealTheory was unavailable during a calendar month.

Service Unavailability excludes the following:

  • Slowness or other performance issues with individual features
  • Issues that are related to external apps or third parties
  • Issues with RealTheory APIs
  • Any products or features identified as pilot, alpha, beta, or similar No-Charge Products.
  • External network or equipment problems outside of our reasonable control, such as bad routing tables between your internet service provider (ISP) and our server
  • Scheduled Downtime for maintenance. Sometimes we need to perform maintenance to keep RealTheory working smoothly. If scheduled downtime is necessary, we will give you advance notice.
  • Force Majeure. Where the RealTheory Services was unavailable due to an incident that was not within the control of RealTheory including unavailability caused by acts of God, acts of government, insurrection, war, riot, global health emergency, disease outbreak, explosion, nuclear incident, fire, flood, earthquake, global pandemic, unavailability of telecommunications and internet service due to the general unavailability of telecommunication or internet service provider’s systems or other catastrophic events beyond the reasonable control of RealTheory.
  • Unavailability (a) resulting from Customer’s and/or a third party’s software, network, links, products, services, widgets, apps, integrations, hardware or other equipment; (b) resulting from Customer’s or anyone on its behalf use of the Service in violation or in a manner not authorized in the Agreement; and/or (c) resulting from a Distributed Denial of Service (DDoS) attacks and/or other unlawful activity.

Service Credits

Solely to the extent Customer is not in breach of the Agreement, as a remedy for Service Unavailability as defined above, upon Customer request, RealTheory shall credit Customer’s Account with the applicable credit percentage in accordance with the applicable Monthly Uptime Percentage as set forth in the following table (“Service Credit”). “Monthly Uptime Percentage” is defined as the number of Service Unavailability minutes out of the total minutes in the relevant calendar month.

Monthly Uptime Percentage Credit Percentage
Less than 99.8% but greater than or equal to 98% 5%
Less than 98% but greater than or equal to 95% 10%
Less than 95% but greater than or equal to 90% 15%
Less than 90% but greater than or equal to 85% 20%
Less than 85% 30%

The Service Credit shall be calculated by multiplying the applicable credit percentage as shown in the table above (“Credit Percentage”) by: (i) the monthly fees payable by Customer to RealTheory in the month in which the Service Unavailability has occurred (if Customer has a monthly Enterprise Subscription Plan); or (ii) by 1/12 of the annual fees payable by Customer to RealTheory (if Customer has an annual Enterprise Subscription Plan).

RealTheory will apply a Service Credit only against Customer’s future payments obligations otherwise due from Customer under the Agreement (whether for the Subscription Fees or for any Upgrade). A Service Credit will not entitle Customer to any monetary refund by RealTheory. Service Credits may not be transferred or applied to any other account or product. Service Credits are not refunds, cannot be exchanged into a cash amount, are capped at a maximum of 30 days of paid service, require you to have paid any outstanding invoices and expire upon termination of your customer contract.

To receive a Service Credit, Customer’s Administrator shall submit to RealTheory a detailed Service Credit request via Support@RealTheory.io within thirty (30) days following the Service Unavailability incident (“Timeframe”). Customer’s failure to provide the request within the Timeframe will disqualify Customer from receiving a Service Credit.

The aggregated maximum number of Service Credits to be issued by RealTheory to Customer in a single calendar month will not exceed 100% of the amount invoiced for the affected Service in that invoice billing period. Service Credits are the sole and exclusive remedy for any failure by RealTheory to meet its obligations under this SLA.

Service Unavailability does not affect everyone at the same time or in the same way. For example, some accounts may receive Service Credits during an outage in their region, while other accounts in other regions that have not been similarly affected will not receive Service Credits.

Exclusive Remedies

Notwithstanding anything elsewhere to the contrary, the award of Service Credits in accordance with this Support Policy, shall be Customer’s sole and exclusive remedies available for Customer for: (1) any failure by RealTheory to meet its obligations under this SLA; and (2) any Error in the Services.

Updates

As our business evolves, we may change our Service Level Agreement and this Support Policy; including changes to the Enterprise Support Plan. Customers can review the most current version of the RealTheory Support Policy and any relative SLAs at any time by visiting this page. If RealTheory makes any changes that materially and adversely decreases the level of service, then we shall notify Customer through your Notification Email Address, your account or in-product notifications.

Have a great day! RealTheory

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