Omnivore.io

Deployment, Support, and
Service Level Agreement (“SLA”)

Last Modified: July 13, 2019

Customer Support Service Level

  1. Definitions
    1. Support Business Hours: Monday-Friday, 8am to 8pm US/Eastern, excluding Holidays
    2. Production Store: A physical location serving and transacting with real consumers.
    3. Active Production Store: A Production Store which has been validated by Omnivore to be completely configured and functional with Omnivore Services. Production Stores in the process of being installed and configured are not Active until installation, configuration, and validation are complete.
  2. Severity Levels
    1. Severity 1 - Full Outage
      1. Description. Severity 1 covers significant loss or disruption of service or critical functionality provided by Omnivore to Customer for a large number of Active Production Stores. This includes global or regional service outages, complete downtime for critical services, and loss, corruption, or breach of Customer data.
      2. Request Response Time: 30 minutes.
      3. Target Resolution Time: Within 2 hours
    2. Severity 2 - Partial or Localized Outage
      1. Description. Severity 2 covers significant loss or disruption of service or critical functionality provided by Omnivore to Customer for a small number of Active Production Stores. This includes feature- or store-specific outages impacting one or more stores, partial or intermittent downtime for critical services, and other breaking issues with no workaround.
      2. Request Response Time: 1 hour
      3. Target Resolution Time: Within 4 hours
    3. Severity 3 - Degraded Services
      1. Description. Severity 3 covers minor loss or disruption of service or functionality provided by Omnivore to Customer for individual Active Production Stores. This includes store-specific issues, limited or temporary interruption of non-critical services, and other issues not covered under higher Severity Levels.
      2. Request Response Time: 4 business hours
      3. Target Resolution Time: Within 12 business hours
    4. Severity 4 - General Inquiries or Technical Assistance
      1. Description. Severity 4 covers general questions or comments and cases for non-Active Production Stores and/or non-Production Stores. This includes requests for information, scheduling of resources, new store installations, and other issues not covered under higher Severity Levels.
      2. Request Response Time: 12 business hours
      3. Target Resolution Time: Within 24 business hours
  3. Bug Reports
    1. Regressions
      1. Features and functionality in Omnivore Software that were previously working correctly, and then stopped working as the result of newly released Omnivore Software, will be considered Severity 2 or 3 issues, depending on the impact and scope of the bug.
    2. Non-Regressions
      1. Support cases may result in the identification of a new bug within Omnivore Software that cannot be classified as a regression of previously correctly functioning features or functionality. These cases, by default, will not be classified as one of the previously defined Severity Levels, and will be resolved on a timeline based on prioritization of the defect against other development efforts, and development resources becoming available to work on the issue.
      2. Omnivore will make all practicable efforts to provide Customer with accurate timelines for delivery of resolution to non-regression bugs.
  4. Email Support
    1. Customer support is available for all Severity Levels via email during Support Business Hours.
    2. A case number will be generated for any inquiry to the support email address within thirty (30) minutes of submittal.
  5. Phone Outage Line
    1. For Severity 1 and Severity 2 cases, a telephone Outage Line is available 24 hours a day, 7 days a week.
    2. If Omnivore Staff are not immediately available to respond to your call, you may leave a voicemail, and a representative will call you back within the Request Response Time for the Severity Level of the issue described in the voicemail.
    3. Omnivore may, at its own discretion, bill Customers up to $100 per violation for calls to the Outage Line for issues that do not meet Severity 1 or Severity 2 classifications.
  6. Phone Support
    1. Customers may request phone support for Severity 3 and Severity 4 cases during Support Business Hours by email.
    2. Omnivore Support will schedule a time with appropriate Omnivore Staff for support to be provided via phone.
  7. Description of Support Services
    1. Standard Services

      The following services are included in standard Omnivore Support services, and will be performed by Omnivore Staff:

      1. Scheduled remote installation of Omnivore Software at Production Stores and development environments.
      2. Configuration changes to POS setup required for Omnivore Services to function.
      3. Diagnosis and resolution of issues or bugs within Omnivore Services.
      4. Diagnosis and resolution of POS configuration issues preventing Omnivore services from functioning correctly.
      5. Diagnosis of bugs or issues with POS software preventing Omnivore Services from functioning.
      6. Technical support in developing, testing, and launching POS integrations using Omnivore Services.
      7. Assistance escalating POS service problems unrelated to Omnivore Services to Merchant's Vendor or Dealer.
    2. Non-Standard Services

      The following services are not included in standard Omnivore Support services. Omnivore may, on occasion, at the request of the Customer and at its own discretion, perform activities related to these services. These services may incur additional fees to Customer. Omnivore takes no responsibility for any issues or downtime related to activities performed in relation to these services. Omnivore will never perform activities related to these services without the explicit permission of the Customer, Merchant, and other relevant parties.

      1. Diagnosis or repair of POS service problems unrelated to Omnivore Services.
      2. Resolution of bugs or issues with POS software outside the scope of Omnivore Software, or outside of the scope of Omnivore's ability to resolve.
      3. Major reconfiguration of POS software outside the scope of changes required for Omnivore Services to function.
      4. Other services and activities not explicitly listed under Standard Services.
    3. Limitation of Responsibility

      Functionality of Omnivore services often depends on the stability, latency, uptime, and performance of third party software and services. Omnivore cannot take responsibility for resolution of issues with these third party software and services, as they are outside of Omnivore's control. Omnivore will make all best efforts to provide clear guidance and recommendations to relevant parties to assist in resolution of issues related to these third party software and services. This includes, but is not limited to:

      1. Merchant network connections, firewalls, antivirus, and security software
      2. Vendor APIs, data sources, and services
      3. Developer software, infrastructure, and services
  8. Response and Resolution Times
    1. Severity 1 and Severity 2 Issues

      If Severity 1 and Severity 2 requests cannot be corrected to the reasonable satisfaction of the requestor within the applicable Target Resolution Time after the requestor makes the initial request, Omnivore will:

      1. Immediately escalate the request to Omnivore's management.
      2. Take and continue to take the actions which will most expeditiously resolve the request.
      3. Provide an hourly report to the requestor of the steps taken and to be taken to resolve the request, the progress toward correction, and the estimated time of correction until the request is resolved.
      4. Every four hours, provide increasing levels of technical expertise and Omnivore management involvement in finding a solution to the request until it has been resolved.
    2. Severity 3 and Severity 4 Issues

      If Severity 3 and Severity 4 requests cannot be corrected to the reasonable satisfaction of the requestor within the applicable Target Resolution Time after the requestor makes the initial request, Omnivore may, at its own discretion, either:

      1. Work continuously during Support Business Hours to resolve the request.
      2. or

      3. Devise with the requester a mutually agreeable schedule within which to resolve the request.
    3. Limitation of Responsibility

      Omnivore is often subject to scheduling, access, and/or timing requirements of other parties involved in a support case (Customers, Merchants, Dealers, etc). In cases where other participating parties cannot facilitate these requirements for Omnivore to continue or complete its efforts, Omnivore will consider the timelines for response and resolution as paused until these requirements can be resolved.

  9. Service Level Standard
    1. Definitions
      1. Total Problems: The total number of problems reported by Customer in the reporting month.
      2. Percentage Problem Response: ((Total Problems – Total Problems failing Standard) / Total Problems) * 100 = (as calculated by rounding to the second decimal point).

        Note: This Calculation must be completed for each problem Severity Level.

      3. Support Fees: The fees paid by Customer to Omnivore specifically for support. Does not include Service Fees.
    2. Service Level Targets

      Problems shall be confirmed as received by Omnivore 99% of the time each reporting month, in accordance with the Request Response Time associated with the problem Severity Level.

    3. Performance Credit
      1. Severity 1 and Severity 2 Issues
        1. Where Percentage Problem Response is greater than 99.00%, no Performance Credit will be due.
        2. Where Percentage Problem Response is equal to or less than 99.00%, Customer shall be eligible for a Performance Credit in the amount of 1% of the Support Fees (as calculated on a monthly basis for the reporting month) for each full 1% reduction in Percentage Problem Response.
      2. Severity 3 and Severity 4 Issues
        1. Where Percentage Problem Response is greater than 90.00%, no Performance Credit will be due.
        2. Where Percentage Problem Response is equal to or less than 90.00%, Customer shall be eligible for a Performance Credit in the amount of .5% of the Support Fees (as calculated on a monthly basis for the reporting month) for each full 1% reduction in Percentage Problem Response.
      3. Example Calculation (Using Severity 1 and 2)
        1. Total Problems during the reporting month equal 68.
        2. Total Problems failing the Standard of 99% equal 3.
        3. Percentage Problem Response is calculated as follows: ((68 – 3) / 68) * 100 = 95.59%
        4. The threshold of 99.00% less the Percentage Problem Response of 95.59% = 3.41%. The difference is greater than a 3% reduction but is less than a 4% reduction; therefore, Customer is eligible for 3% of the Support Fees as a Performance Credit.
      4. Customers must request Performance Credits in writing to billing@omnivore.io within 30 days of the reporting month for which the Customer is eligible for a Performance Credit.

System Availability Service Level

  1. Definitions.
    1. Incident: Any event causing degradation or unavailability of an Omnivore Service.
      1. Minor Incident: Any Incident impacting a single Omnivore Service lasting 1 hour or less.
      2. Major Incident: Any Incident impacting multiple Omnivore Services, or any single Omnivore Service lasting longer than 1 hour.
    2. Maintenance Window: A period of time, scheduled in advance, where Omnivore Services are expected to be partially or completely unavailable.
  2. System Status Page
    1. Omnivore will publish and regularly update a System Status Page at https://status.omnivore.io/.
    2. In the event of an Incident, Omnivore will post a case on the Status Page within 15 minutes of identification of an ongoing Incident.
    3. Omnivore will continuously update open Incident cases as new information becomes available, and no less than every 30 minutes while an Incident continues to impact Customers.
    4. Omnivore will publish post-mortems for Major Incidents within 5 business days of resolution of the Incident.
    5. It is the Customer's responsibility to monitor the System Status Page. Omnivore offers multiple mechanisms by which Customers can receive real-time notifications for updates to Incidents.
  3. Maintenance Windows
    1. Omnivore may have Regular or Scheduled Maintenance Windows.
    2. Regular Maintenance Windows are recurring times when Omnivore may perform maintenance on Omnivore Services. The times for these windows are posted on the System Status Page. Customers are not notified of Regular Maintenance Windows.
    3. Scheduled Maintenance Windows are scheduled by Omnivore as needed to perform maintenance on Omnivore Services.
      1. Non-emergency maintenances will be posted to the Status Page at least 7 calendar days in advance of the scheduled time.
      2. Emergency maintenances will be posted to the Status Page with as much notice as is practicable, usually at least 12 hours in advance of the window.
  4. Service Level Standard
    1. Definitions
      1. Actual Uptime: The total minutes in the reporting month that the Services were actually available to Authorized Users for normal use.
      2. Scheduled Downtime: The total minutes in the reporting month within Maintenance Windows.
      3. Scheduled Uptime: The total minutes in the reporting month less the total minutes represented by the Scheduled Downtime.
      4. Percentage Uptime: Calculated as (Actual Uptime / Scheduled Uptime) * 100 = (as calculated by rounding to the second decimal point)
      5. Service Fees: The fees paid by Customer to Omnivore for a specific service. Does not include Support Fees.
    2. Service Level Targets
      1. Services will be available for normal use 99.99% of the Scheduled Uptime.
    3. Performance Credit
      1. Where Percentage Uptime is greater than 99.99%, no Performance Credit will be due.
      2. Where Percentage Uptime is equal to or less than 99.99%, Customer is eligible for a Performance Credit in the amount of 10% of the Services Fees (as calculated on a monthly basis for the reporting month) for each full 1% reduction in Percentage Uptime.
      3. Example Calculation
        1. Assuming the reporting month is January 2019 (44,640 minutes).
        2. Assuming 3 total maintenance windows each 2 hours long, (equals Scheduled Downtime of 360 minutes).
        3. Scheduled Uptime equals 44,280 minutes (total minutes of 44,640 minutes less 360 minutes of Scheduled Downtime).
        4. Assuming Actual Uptime of 43,700 minutes. A Percentage Uptime is calculated as follows: (43,700 / 44,280) *100 = 98.69%.
        5. The threshold of 99.99% less the Percentage Uptime of 98.69% = 1.30%.
        6. The difference is greater than a 1% reduction but is less than a 2% reduction; therefore, Customer is eligible for 10% of the Services Fees as a Performance Credit.
    4. Customers must request Performance Credits in writing to billing@omnivore.io within 30 days of the reporting month for which the Customer is eligible for a Performance Credit.