Last modified: July 1, 2020
MotionPoint Corporation (“MotionPoint”) deploys various computer programs and other technologies (the “Applications”) through its infrastructure and platform (collectively, the “Platform”) resulting in the online delivery of certain access and services (the “Subscription Service”). The terms below (the “Support Terms”) apply to MotionPoint’s Subscription Service, and apply to you if you are receiving the Subscription Service pursuant to a valid agreement between you and MotionPoint that refers to these Support Terms (the “Agreement”).
Category | Targeted Resolution* |
Severity 1: Emergency An issue or defect rendering Subscription Services unusable, including total system failure, data loss, and data corruption |
Within 2 hours of an ITN, during business hours Within 4 hours of an ITN, during non-business hours or holidays |
Severity 2: Limitation An issue or defect rendering partially restricting use of the Subscription Services. |
Within 12 hours of an ITN, during business hours Within 24 hours of an ITN, during non-business hours or holidays |
Severity 3: Minor Defect An issue or defect resulting in one or more functions not operating optimally, but where impact on functionality and/or usability is minor; or where the issue is cosmetic. |
As mutually agreed |
Availability | Credit |
Availability of 99.9% or higher (Less than 44 minutes of Downtime) | No Credit |
Availability of 99.0% – 99.8% (Between 45 and 432 minutes of Downtime) | 1% |
Availability of 98.0% – 98.9% (Between 433 and 864 minutes of Downtime) | 2% |
Availability of 95.0% – 97.9% (Between 865 and 2160 minutes of Downtime) | 10% |
Availability of 90.0% – 94.9% (Between 2161 and 4320 minutes of Downtime) | 25% |
Availability of 75.0% – 89.9% (Between 4321 and 10,800 minutes of Downtime) | 50% |
Availability of less than 75.0% (more than 10,800 minutes of Downtime) | 100% |