Agreement Overview

This agreement represents a Service Level Agreement (“SLA”) between Prime Innovative Technologies (“PIT”) and you (Client) for the provisioning of PIT Services (Service(s)) required to support and sustain the Trion Web Application and services agreed upon in the Clients’ Statement of Work and corresponding Terms of Service.

This SLA remains valid unless superseded by a revised SLA mutually endorsed and executed in writing by both PIT and Client. This SLA outlines the parameters of all PIT Services covered as they are mutually understood by both PIT and Client. This SLA does not supersede current processes and procedures unless explicitly stated herein.

Prime Innovative Technologies reserve the right to update this Service Level Agreement at any time without notice to you. The most current version of this agreement can be reviewed by clicking on the "Service Level Agreement” or “SLA" hypertext link located on our web page.

Your use of the PIT Services shall constitute an acceptance by you to the terms of this agreement. If you do not agree to the terms of this agreement, do not use and/or discontinue all use of PIT Services.

1. Goals & Objectives

The purpose of this SLA is to ensure that the proper elements and commitments are in place to provide consistent application support for the Trion Web Application by PIT. This SLA defines the mutual agreement between PIT and Client for PIT Services.

The objectives of this Agreement are to:

• Provide clear reference to service ownership, accountability, roles and/or responsibilities.
• Present a clear, concise, and measurable description of service provisions to the customer.
• Match perceptions of expected service provisions with actual service support & delivery.

2. Stakeholders

PIT and you the Client represent the sole and only stakeholders (“Stakeholders”) associated with this SLA:

3. Periodic Review

This SLA is valid as of the date of execution below, and is valid until terminated in accordance with the Terms of Service. This SLA should be reviewed at a minimum of once per fiscal year; however, in lieu of a review during any period specified, the current SLA will remain in effect.

The Client is responsible for assigning a System Administrator as noted in the Statement of Work. The System Administrator shall be responsible for facilitating regular reviews of this SLA. Contents of this SLA may be amended as required, provided mutual agreement is obtained from the Stakeholders and communicated and executed in writing. The System Administrator will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.

4. Service and Support

The following detailed service parameters are the responsibility of PIT in the ongoing support of this SLA.

4.1 Service Scope

The following Services are covered by this SLA:

• Provide clear reference to service ownership, accountability, roles and/or responsibilities.
• Present a clear, concise, and measurable description of service provisions to the customer.
• Match perceptions of expected service provisions with actual service support & delivery.

4.2 Client Requirements

Client responsibilities and/or requirements in support of this SLA include:

• Payment for all support costs at the agreed interval.
• Reasonable availability of customer representative(s) when resolving a Service related incident or request.
• Assignment of System Administrator.

4.3 PIT Requirements

PIT responsibilities and/or requirements in support of this SLA include:

• Meeting response times associated with Service related incidents.
• Appropriate notification to Client for all scheduled maintenance.

4.4 Service Assumptions

Assumptions related to in-scope Services and/or components include:

• Changes to Services will be communicated and documented to all Stakeholders.

5. Service Management

Effective support of in-scope Services is a result of maintaining consistent service levels. The following sections provide relevant details on Service availability, monitoring of in-scope Services and related components.

5.1 Service Availability

Coverage parameters specific to the Service(s) covered in this SLA are as follows:

• Technical support: 9:00 A.M. to 5:00 P.M. EST Monday – Friday (“Business Hours”)
• PIT will make every effort to answer requests received outside Business Hours.
• It is expected that any requests received on declared national holidays will be resolved in the same time frame as if they were outside Business Hours.

5.2 Service Requests

In support of Services outlined in this SLA, PIT will respond to Service related incidents and/or requests submitted by the Client within the following time frames:

• 0-8 hours during Business Hours for issues classified as high priority.
• 24-48 hours outside Business Hours for issues classified as high priority.
• Within 48 hours for issues classified as medium priority.
• Within 5 working days for issues classified as low priority.

Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.