Schedule B

SUPPORT SERVICES

Support Services

  • Watershed provides support only to Customer’s designated Watershed Administrators (users with the Global Administrator role in Watershed). No direct support to learners or other users is provided.
  • Support covers items related to Watershed only.
  • Watershed may help troubleshoot connections between Watershed and xAPI compliant Activity Providers.
    • Watershed reserves the right to refuse to support an Activity Provider that either fails its respective test suite or differs from the xAPI specification technically.
  • Support requests must be initiated via the support portal https://watershedlrs.zendesk.com/hc/en-us) or email to help@watershedlrs.com. Either will create a ticket that can be tracked by the Customer and Watershed staff members.

Support Standards

For Watershed Essentials accounts, support is provided on a best efforts basis. No guarantees of response, resolution time or uptime are provided.

For Analyst, CLO and Enterprise customers, Watershed targets the following support standards.

(a) Incident Severity Levels

The general definition of an incident is a single, reproducible issue, problem or symptom. Incidents are assigned a severity level. The severity level establishes the priority of the incident and is provided by the Watershed Administrator at time of logging. Priority attention is given to the incident based on its severity. There are four (4) levels of incident severity:

 

Severity Level

Description

Examples

1

Production Down

Watershed is inoperable. A major application failure has occurred or data integrity issues exist, and business processes are halted. There is no workaround available.

2

High

A critical business process is impaired, causing a serious disruption of a major business function. It is causing serious impact on daily functions or processing, and there is no acceptable workaround. The workaround is unacceptable if one or more of the following are true:

- Workaround is very labor intensive or time consuming.

- Workaround affects transactions that are repeated throughout the day.

- Watershed Administrator has to reallocate and/or add staff to accomplish the workaround.

3

Medium

Non-critical problems occur with Watershed, but the Watershed Administrator is able to run the system and/or application, and there is an acceptable workaround for the problem.

4

Low

An inquiry and/or low system impact issue which does not require immediate attention. This includes cosmetic issues on screens or a request for information regarding the use of the licensed software.

 

(b) Response and Resolution Targets

Incidents are responded to upon Customer’s initial logging and each time Customer makes an update to the incident. The response targets are calculated as the time difference between each update Customer makes to the incident and Watershed’s corresponding response. Resolution targets are calculated as the difference between the time the incident is logged by Customer and the time the response is provided and the incident is closed. The resolution to the incident can be an answer to a question, an acceptable workaround, an existing code correction, or a new code correction. The response and resolution targets are based on the severity level of the incident and are defined below. Customer will indicate the level of severity to Watershed, when initially notifying Licensor of the request for support.

 

Severity Level

Response Target (Business Hours are 8am – 5pm Central Time Mon-Fri, excluding major holidays)

Resolution Target

Severity 1 – Production Down

Within 1 business hour

Within 1 business day

Severity 2 - High

Within 4 business hours

Within 3 business days

Severity 3 – Medium

Within 8 business hours

Within 5 business days

Severity 4 - Low

Within 12 business hours

To be mutually agreed upon

 

(c) Responsiveness

If Watershed is the provider of support, Watershed shall: (i) achieve the response targets by severity of incident 90% of the time or above and (ii) implement satisfactory corrective action plans in writing within fifteen (15) days following notice from Customer that any support provided has fallen below such goal.

(d) Resolution

If Watershed is the provider of support, Watershed shall: (i) achieve the resolution targets by severity of incident 85% of the time or above and (ii) implement satisfactory corrective action plans within fifteen (15) days following notice from Customer that any support provided has fallen below such goal.

Customer, at its discretion, will monitor and collect statistics regarding Watershed’s responsiveness and resolution of the disposition of all end user incidents.

If the incident is determined to require debugging and correction of an error or defect in the Product, and Watershed is the provider of support, then Watershed is responsible for the following:

If the incident is a Severity 1 and a code correction is required, Watershed shall respond and address the problem immediately and devote necessary resource to its resolution. Resolution may be an acceptable workaround or a code fix.

If the incident is a Severity 2 and a code correction is required, Watershed shall respond within 24 hours of it having been reported. The resource and effort applied by Watershed should be such that the Severity 2 issue can be identified and workaround or resolution estimated within 5 business days of it being reported. Licensor shall endeavor to provide all Severity 2 code corrections according to the resolution targets defined above. If Severity 2 code corrections are not delivered according to the resolution targets defined above, Licensor is required to provide a corrective action plan within 10 business days in writing providing planned deliverable dates for all outstanding incidents not meeting the targets.

If the incident is a Severity 3 and a code correction is required, Watershed shall respond within 8 hours of it having been reported. The resource and effort applied by Watershed should be such that the Severity 3 issue can be identified and workaround or resolution estimated within 5 business days of it being reported. Licensor shall endeavor to provide all Severity 3 code corrections according to the resolution targets defined above. If Severity 3 code corrections are not delivered according to the resolution targets defined above, Licensor is required to provide a corrective action plan within 15 business days in writing providing planned deliverable dates for all outstanding incidents not meeting the targets.

If the incident is a Severity 4 and a code correction is required, the code correction will be mutually prioritized, evaluated and selected for inclusion by support in the next service pack or feature release. Prioritization is based on a number of factors, including impact to the end user's business, frequency of occurrence and/or number of end users affected.

(e) Service Uptime and Maintenance

Watershed shall endeavor to provide Customer 99.7% Uptime per month during Service Business Hours, not to include maintenance or upgrades on the system.  “Uptime” is defined as time when Customer has the ability to access and use the Services and Watershed measures Service Uptime by consecutive seconds over the period of a calendar month.  Watershed shall provide Customer with at least forty-eight (48) hours’ notice of any scheduled maintenance on the Service and Watershed will use commercially reasonable efforts to conduct maintenance during non-business hours.  In the event Watershed is unable to provide forty-eight (48) hours’ notice of any planned or unplanned outages or unavailability of Services, Watershed shall use good faith efforts to promptly notify Customer that it anticipates or has discovered such outages or downtime.  

(f) Failure To Maintain 99.7% Uptime Per Month

Should the Service not be accessible 99.7% of the month for three (3) months in a row or four (4) months in any given year, Customer shall have the right to terminate these Terms and the Subscription Orders and receive a prorated refund of Subscription Fees for the remaining unused months of paid Service.  

Downtime is defined as the inability of most users to access the servers and majority of applications of the Service.  Specifically excluded from the definition of Downtime are:

  • Downtime resulting from requests by Customer;
  • Network errors outside the control of Watershed or agents of Watershed;
  • Server errors and limitations set by third-party service providers;
  • Planned maintenance;
  • Maintenance that is performed between 10:00pm and 4:00am CT;
  • Outages resulting from the actions of Customer, its employees and agents, other than normal operation of the Services;
  • Any other unavailability caused by circumstances beyond Watershed’s reasonable control as specified in these Terms.

(g) Features and Additional Work

Client may request additional features, dashboards, reports, consulting, training, and other pertinent work or services at any time. Watershed will scope and create a separate Statement of Work in order to fulfill desired requests.