What is Highwire’s Service Level Agreement?

Introduction

Highwire’s Service Level Agreement (SLA) outlines the service and support provided by Highwire to users of the Highwire application. The purpose of this SLA is to:

Clearly represent the capabilities of Highwire’s support and services related to the Highwire application.
Establish a shared set of expectations regarding the operation and support of the Highwire application.
Provide a framework for communication with users regarding overall satisfaction.

Service Availability

Highwire will make commercially reasonable efforts to ensure that the software is available and operational 24 hours a day, 7 days a week, and 365 days per year. Notwithstanding that generality, Highwire’s “Service Level” means availability of no less than 99.9% calculated on a calendar month basis, subject to Permitted Downtime, and based on a maximum score of 100%.

“Permitted Downtime” means planned or scheduled unavailability of the software that is necessary for the purpose of maintenance and/or upgrade. Permitted Downtime will not exceed 1 hour per month and will take place on non-business days during hours when use is expected to be the lowest. Users will be notified of any scheduled downtime at least 5 days prior to the work.

Note that Highwire contracts with Amazon Web Services (AWS) for cloud storage; consequently, downtime may be contingent upon the nature of any AWS’ outage and response time. While Highwire fully leverages AWS’ real-time monitoring and alert systems to identify warning signs and availability incidents as soon as practicable, Highwire has no liability or responsibility for Licensed Software inaccessibility or restrictions or limitations on its use caused by AWS.

Incident Response and Resolution

Highwire’s application provides a straightforward, easily understandable user interface that allows users of our system to quickly engage with us by various means depending on the level of service that is needed. Generally, this user support can be broken down into Self-Help and Help Desk Support.

Self Help

The Highwire Help Center is easily accessible from the Highwire website via the “Online Support” in the footer of each page and also directly within the application via the “Help” button in the upper right corner. Users can access help articles and videos to answer frequently asked questions. These self-help features empowers users to easily access information and immediately resolve common questions and issues on their own.

Help Desk Support

Highwire provides live technical Help Desk support Monday through Friday, from 8am to 5pm EST. After hours, users can submit a request to generate a ticket for our support team. A support team member will respond promptly. You can get a quick video overview of how to access the Highwire Help Center here.

The Highwire Help Center is powered by ZenDesk©, an automated ticketing system that immediately assigns a unique ticket to every inquiry, whether it was received by phone, email, or online chat, and tracks an issue from initial reporting through resolution. This automated tracking system provides metrics on response time and customer satisfaction to ensure that Highwire’s SLA is being met. The Highwire Help Desk is able to resolve 80-90% of tickets through a combination of troubleshooting and user education around issues like username and password problems, assistance with navigating application menus, uploading documents, etc. For more complex issues, the Highwire Help Desk representative will escalate the issue to Highwire’s Engineering Department for resolution in accordance with the table below:

	LOW	MEDIUM	HIGH	CRITICAL
Definition	Request for assistance, information or services that are routine in nature. No disruption to the work of individual users and/or an acceptable work around is available.	Temporary disruption to the work of individual users that can be addressed with a work around.	Material component failure that materially impairs the performance of the software and.or data entry or access is materially impaired on a limited basis.	Interruption affecting entire system or single critical production function, widespread access interruption, data integrity at risk.
Urgency	Immediate resolution is not needed by the customer.	Immediate resolution is not needed by the customer.	Immediate resolution is needed by the customer.	Immediate resolution is needed by customers.
Initial Response Time	24 hours	24 hours	4 hour	< 1 hour (Immediate)
Resolution Time	14 days	14 days	72 hours	4 hours

If Highwire fails to resolve an internal Critical issue in accordance with the above-specified response deadlines, Hiring Partner will be entitled to a service credit in an amount equal to 5% of the applicable monthly fees for each additional twenty-four (24) hour period that Highwire fails to remedy the issue, up to a maximum of one month’s fees.

As noted earlier, Highwire contracts with Amazon Web Services (AWS) for cloud storage and resolution time may be contingent upon the nature of any AWS’ outage and response time. While Highwire fully leverages AWS’ real-time monitoring and alert systems to identify warning signs and availability incidents as soon as practicable, Highwire has no liability or responsibility for Licensed Software inaccessibility or restrictions or limitations on its use caused by AWS.

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