Support Policy

RealTheory Support is bundled with the RealTheory Cloud Products and outlined in the applicable Order. Unless expressly provided otherwise in an applicable Order, the Uptime Commitment described below is offered only under the Enterprise Support Plan. All other Support Plans receive support in accordance with this Support Policy and the plan details set out below, and do not include an Uptime Commitment. The Uptime Commitment is the only service level in this Support Policy; response times and other figures published for each Support Plan are operational targets and are not service level commitments.

RealTheory provides a 99% 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.

Support coverage by plan is set out under Support Plans below.

Support Plans

The table below sets out the support coverage included with each Support Plan. Your Support Plan is identified in the applicable Order, and pricing is as set forth in the applicable Order.

*Scheduled training must be approved two weeks prior to the training session and will not exceed 2 hours in any given day or 5 hours in any given week unless pre-approved in advance by RealTheory. All training is delivered over live video sessions with dedicated RealTheory team members.

Target Response Times

Target response times describe how quickly RealTheory aims to provide an initial response to a support request. They are operational targets, not service level commitments, and they are not subject to Service Credits. The Uptime Commitment described below is the only service level commitment under this Support Policy, and it applies only to the Enterprise Support Plan.

Enterprise Support Plan – Uptime Commitment & Service Credits

Customers on the Enterprise Support Plan receive our Uptime Commitment and Service Credits. Unless otherwise noted in an applicable Order, these terms apply only to the Enterprise Support Plan, and all other Support Plans do not include an Uptime Commitment or SLA. Although our other Support Plans do not include an Uptime Commitment, 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 during a calendar month in which the Services were available to Customer’s tenant, as measured by RealTheory’s monitoring records. Our commitment is to maintain at least 99% Uptime as calculated by:

([(total minutes in month - Service Unavailability) / total minutes in month] * 100)% ≥ 99%

Service Unavailability

Service Unavailability is the number of minutes during a calendar month in which the Services were unavailable to Customer’s tenant, as measured by RealTheory’s monitoring records.

Service Unavailability excludes the following:

• Slowness or other performance issues with individual features

• Issues that are related to external apps or third parties

• Unavailability, degradation, or errors affecting RealTheory’s APIs or programmatic interfaces

• Any Beta and Evaluation Products, including any products or features identified as pilot, alpha, beta, or pre-release

• 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 were 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 Services in violation of or in a manner not authorized under the Cloud Terms of Service; and/or (c) resulting from a Distributed Denial of Service (DDoS) attack and/or other unlawful activity.

Exclusions for Third-Party Services and Customer Environment

RealTheory is not liable for any interruptions, failures, or downtime of the RealTheory Services that result directly or indirectly from issues within the infrastructure of third-party cloud service providers or from configurations, malfunctions, or other issues arising within the customer's own computing environment. This includes, but is not limited to:

• Downtime caused by a failure, degradation, or outage of the third-party cloud infrastructure on which the Services are hosted, or by network failures or bandwidth limitations at a third-party provider. RealTheory hosts the Services on third-party cloud infrastructure and does not operate its own data centers. The availability of that infrastructure is outside RealTheory’s control, and the Uptime Commitment does not cover unavailability caused by its failure.

• Interruptions resulting from customer-side hardware failures, software bugs, improper setup, or misconfigurations that impact the connectivity or functional capabilities of RealTheory's services.

• Unavailability of telecommunications and internet services caused by the general unavailability of telecommunication or internet service provider's systems, which are critical to accessing RealTheory's services.

Customers are encouraged to maintain their equipment and software according to recommended standards and ensure that their data is adequately backed up. RealTheory shall not be responsible for any downtime affecting service availability that arises from these external dependencies, and such incidents do not qualify for SLA credits or other compensation.

Service Credits

Provided that Customer is not in material breach of the Cloud Terms of Service and has no undisputed fees more than thirty (30) days overdue, 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" means Uptime for the applicable calendar month, as defined above and measured on the same basis, calculated as: ((total minutes in the month − Service Unavailability) / total minutes in the month) × 100.

The Service Credit shall be calculated by multiplying the applicable Credit Percentage shown in the table above by the Consumption Fees invoiced to Customer for the affected service for the calendar month in which the Service Unavailability occurred. Service Credits do not apply to License Fees or to any other fees.

RealTheory will apply a Service Credit only against Customer’s future Consumption Fees otherwise due under the affected Order. 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, and expire upon expiration or termination of the affected Order.

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 after the end of the calendar month in which the Service Unavailability occurred ("Timeframe"). Customer's failure to provide the request within the Timeframe will disqualify Customer from receiving a Service Credit.

Service Credits do not accumulate. The Service Credit for a calendar month is the single applicable Credit Percentage for that month, applied as described above. 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

Service Credits are Customer’s sole and exclusive remedy, and RealTheory’s entire liability, for any failure to meet the Uptime Commitment or any other service level expressly stated in this Support Policy, as provided in Section 3.2 of the Cloud Terms of Service.

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 applicable SLAs at any time by visiting this page. Updates to this Support Policy are subject to Section 20.2 of the Cloud Terms of Service. No update will materially reduce the level of support or the service levels applicable to Customer during its then-current Subscription Term.