SCHEDULE B

Version: 1.0

Effective Date: 2024-09-06     

 

 

1. Policy Statement

 

 

1. 1. DEFINITIONS.

1.1. The terms not defined in this Section 1 are defined elsewhere in the Agreement.

1.2. “Business Day” is any day which is not a Saturday, Sunday or public holiday in the province of Quebec, Canada

1.3. “Business Hours” means 9AM to 5PM ET during Business Days.

1.4. “Availability Period” means the period during which the Assigned Resources, as defined in Attachment A, is available to provide the Services.

1.5. “Response Time” is the duration from the time a request is received by S&E to the time that S&E acknowledges the request and starts working on it.

1.6. “Resolution Time” is the duration from the time a request is received by S&E to the time the issue is resolved, and the ticket is closed.

 

2. 2. SUPPORT REQUESTS AND RESOLUTIONS

2.1. Tickets. Customer may submit support requests by sending an email to support@secloud.ca (each a “Ticket”). Each Ticket will be addressed during Business Hours, based on the Service Levels in this Schedule B.

2.2. Triage. When a Ticket is submitted, Customer will use best effort to select a Ticket Priority Rating in good faith. S&E reserves the right to adjust the Ticket Priority Rating based on the actual severity of the issue.

 

TICKET PRIORITY RATING	INDICATORS
CRITICAL	The issue prevents Customer from accessing or using major functionalities in the Google Console. There is a significant security risk to the Google Console or Customer Data. The issue requires the immediate attention of the assigned resource to prevent further potential impact. All Customer employees are impacted.
HIGH	The issue causes significant limitations in the use of the Google Console, but the system is still operable. Important features of the Google Console are inaccessible or unusable. There is a moderate security risk to the Google Console or Customer Data. A portion of Customer employees are impacted.
REGULAR TICKET	The issue results in a minor loss of functionality in the Google Console, and the majority of operations can still be performed. Minor features of the Google Console are inaccessible or unusable. There are minor or no security risks to the Google Console or Customer Data. One Customer’s employee is impacted.

 

2.3. Handling. All Tickets will be initially addressed by the first level support team at S&E. Customer will be kept informed about the status of their Ticket at each stage of the resolution process.

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2.4. Managed Services. For Managed Services, If the issue cannot be resolved by the first level support team, the Ticket will be escalated to the Assigned Resources. If the Ticket cannot be resolved by the Assigned Resources, the Ticket will be escalated to a team leader.

 

 

TYPE OF SERVICES	NORMAL SUPPORT	MANAGED SERVICES
SUPPORT HOURS	Business Hours	Business Hours
TARGET RESPONSE TIME	Critical: 4 hours High: 1 Business Day Regular Ticket: 4 Business Days	Critical: 4 hours High: 1 Business Day Regular Ticket: 3 Business Days
HELP DESK SUPPORT CHANNEL	Email	Email

 

 

 

2.5. Reporting. S&E will provide, on demand, Customer with monthly service reports, detailing the performance of the Managed Services, including the number and categories of support requests, and corresponding Response Times and Resolution Times.

 

3. EXCLUSIONS

 

1.1. Exclusions. Managed Services do not apply to the following circumstances, and S&E will have no obligation for responding to any related Tickets: (a) requests for new features or functionality not already existing or deployed within Customer Google Console or related Managed Services; (b) issues resulting from the use of software, hardware or services not provided or managed by S&E as part of the Managed Services; (c) issues resulting from Customer’s failure to follow documentation, guidance, or instructions provided by S&E; (d) issues by Customer’s modification or alteration of the google Console or related services without S&E’s guidance, approval, or instruction; (d) training of Customer’s users on the use of the Google Console, or any related services; (f) problems arising from Customer Systems, which are outside the control of S&E;  (g) any issues requiring onsite support or physical intervention, unless separately agreed upon in writing (h) support for third-party applications or services not directly related to the Google Console or Managed Services provided by S&E  (“Out of Scope Tickets”). S&E may agree in writing to address the Out-of-Scope Ticket subject to a SOW. Additional terms and conditions may apply.

Revision History

 

Version	Date	Author	Notes
1.0	2024-09-06	Privacy Officer	Creation of the policy