Technical Support Service Level Agreement
At Akumina, every web project is mission-critical to your success. Our goal is to provide our Subscribers with consistent industry-leading support services by ensuring that the proper elements and commitments are in place. When you need assistance, our Support Technicians are prepared to work with you to perform the initial research, collecting diagnostic information, recreating the incident, and providing workarounds or existing fixes. They will also act as the focal point for communication through the life cycle of an incident.
Akumina offers both Standard and Premium technical support and a particular Subscriber’s support level is based on the license selected by Subscriber. Premium technical support is available by upgrading to the Global Package.
Standard Technical Support
Standard technical support is included for all Subscribers purchasing the Standard License level of the Akumina platform.
Standard technical support operates throughout the year during the hours of 8:30AM to 5:30PM EST, Monday through Friday except for the following stated holidays:
- New Year's Day (January 1st)
- Dr. Martin Luterh King, Jr. Day (observed the 3rd Monday of January)
- United States Presidents' Day (observed the 3rd Monday of February)
- United States Memorial Day (last Monday of May)
- United States Independence Day (July 4th or the observed holiday)
- United States Labor Day (first Monday of September)
- United States Columbus Day (observed the 2nd Monday in October)
- United States Thanksgiving (4th Thursday in November)
- Day after United States Thanksgiving
- Christmas Eve (December 24th)
- Christmas Day (December 25th)
- New Year's Eve (January 31st)
Target Response Times
The chart below shows the priorities that may be set for an Incident created by the Subscriber. It also shows the targeted response times based on the priority. Details on each section are provided below. Akumina has the right to reprioritize the Priority of a ticket based on the standard examples outlined in the Priority section.
| Priority | Target Response Time |
| P1 (Urgent/Critical) | 2 Hours within operating hours |
| P2 (High/Major) | 4 Hours within operating hours |
| P3 (Normal/Low/Minor) | 1 business day |
Premium Technical Support
Premium technical support is included for all Subscribers purchasing the Premium License level of the Akumina platform and operates 24 Hours per day, 7 days per week, 365 days per year.
Target Response Times
The chart below shows the different priorities that can be set for an Incident created by the Subscriber. It also shows the targeted response times based on the priority. Details on each section are provided below. Akumina has the right to reprioritize the Priority of a ticket based on the standard examples outlined in the Priority section.
| Priority | Target Response Time |
| P1 (Urgent/Critical) | 30 minutes |
| P2 (High/Major) | 8 hours |
| P3 (Normal/Low/Minor) | 1 business day |
Priority Definitions
P1 (Critical/Urgent): Subscriber’s business is adversely impacted because of Akumina’s software. Examples include:
- Site Down
- Security incident with critical impact
- Data Corruption or Loss
- Critical Akumina Software Component not functioning
- Deployment issues that prevent mission-critical content from being published
P2 (Major/High): Operational performance is affected because of Akumina’s software. Examples include:
- Non-critical Akumina Software Component not functioning
- Akumina Product Update/Upgrade Issues
- Degraded Site performance from normal operation
P3 (Normal/Low/Minor): Impaired operational performance or request for information or assistance with little to no business impact to Subscriber. Examples include:
- Loss of functionality that does not impact the production environment
- Akumina development questions
- General implementation and software usage questions
Response Time Definition
Response Time is the time from when the Subscriber makes the initial request for support to the time that an Akumina Support Technician responds to the Subscriber and begins working on the request. Response Times are dependent on the Priority of the issue.
Response Times are relevant for requests received during Standard Hours of Service. Any support requests made outside of Standard Hours of Service will be responded to per their Priority upon the start of the next business day.
Under the Premium Technical Support Model, the Target Response Time is the time from when the issue is reported to when a meaningful response is provided, with accompanying action items for anyone involved in assisting, be they Akumina employees, partners, or our Subscribers. Emphasis is placed on providing the Subscriber relief to the immediate issue and resumption of normal working operation.
Permanent solutions requiring software changes will be delivered as part of the next product release unless an extenuating circumstance exists where the resulting issue is a P1 (Critical/Urgent). Resolution times will always vary per the complexity or severity of the issue.
It is expected that the Subscriber will cooperate in the resolution of the issue and provide appropriate resources, access, diagnostic information and/or data needed to assist in the troubleshooting and resolution effort. Delays in providing such necessary information may adversely impact resolution. Akumina shall use best commercially reasonable efforts to resolve problems.
Support Process Flow
Customers may submit new Support tickets via the online portal, located at https://support.akumina.com, or via email at support@akumina.com. Submitting a ticket online is the preferred method, as your organization will be able to see and manage multiple issues concurrently on the same page. In addition, when submitting a critical ticket via email, customers must use keywords in the Subject to trigger a response (“critical” or “urgent”).
Upon receipt of a new support request, the request will be assigned a case number in Akumina’s incident ticket tracking system. This case number should be used as a reference with all correspondence with Support. All incoming support cases are reviewed and assigned to an appropriate available Tier 1 Support Technician per Priority. Initial response by the assigned Support Technician may involve clarifying questions, requests for more detail and/or diagnostic information or coordination for a call or online troubleshooting session.
In order to streamline this process, we ask all Subscribers submitting Support tickets to always provide explicitly defined steps to reproduce the current issue when submitting a ticket. If the incident cannot be resolved on the initial contact, Support will collaborate with internal resources to complete in-depth research to further define and troubleshoot the issue.
Product Defects: Should a support case be identified as a product defect, then it will be appropriately logged with the appropriate internal team with a formal request for a permanent software fix, appropriate to the Priority of the issue requested.
Ongoing Communications: While an issue is being researched, our goal is to provide Subscribers with a status update on the issue every business day. However, if we request additional information from the Subscriber, we will place the ticket in a "Pending" state, awaiting a response from the Subscriber. Incidents that are “Pending” will be monitored for up to three business days before we send a second request. After three requests for information from the Subscriber with no response, the incident will be “Solved” and communicated to the Subscriber, who can always open a new issue, referencing the prior ticket. If the Subscriber wishes to continue to engage the support team for the same incident, they can submit a new ticket to request that the associated ticket be reopened.
Escalation Process
If the Subscriber is not comfortable with the progress on an issue, if service is not satisfactory, or if the Subscriber needs further escalation in regard to a concern over how their case is being handled by Akumina Support, they can contact the individuals below by phone or email.
| Escalation Level | Contact |
| Level 1 | Customer Success Manager |
| Level 2 | Vice President of Client Services and Support |
| Level 3 | CEO |
Escalation for Product Defects
Product defects are escalated to the Product Development team based on the Priority of that defect for appropriate remediation. Support Management can also be called upon to assist in the coordination of permanent software fixes based on the Subscriber’s business impact.
Escalation for Hosting Commitments in Microsoft Azure
Unless otherwise specified in this agreement, Akumina is providing managed hosting services in an environment setup on Microsoft’s Azure IAAS (Infrastructure-as-a-Service) cloud using the Azure Web App Compute service. The SLA provided by Microsoft to Akumina will be passed through to our customers in full. Microsoft’s App Service SLA can be found here: https://azure.microsoft.com/en-us/support/legal/sla/. Microsoft’s SLA is the sole guarantor of infrastructure uptime and Microsoft’s service credits for lack of performance are the sole compensation available for failing to meet the uptime guarantees.
Akumina agrees to make the Azure Hosting Services available to Subscriber in accordance with the Microsoft Azure uptime commitments regarding the Microsoft Azure WebApp Service. The time will be measured monthly, excluding any planned downtime, communicated maintenance windows, or any unavailability caused by a force majeure event in accordance with the Agreement. Service Credits for outages passed to Akumina will be passed to Subscriber in full. At the time of signing this agreement, that uptime commitment is 99.95%, however, Microsoft can and may alter this at any time. Akumina will always honor Microsoft’s commitment to Akumina and pass through at the same commitment level to Subscriber.
At the time of signing this agreement, associated service credits are as listed below, however, Microsoft can and may alter this at any time. Akumina will always honor Microsoft’s commitment to Akumina and pass through at the same commitment level to Subscriber.
Uptime Percentage Service Credit
| Uptime | Credit |
| < 99.95% | 10% |
| < 99% | 25% |
| < 95% | 100% |
Support Coverage Limits
The following items are not covered by a Akumina Support contract. Subscriber must subscribe to the Retained Support Agreement for the term of their Subscription to ensure coverage for the following items:
Configuration/Customization of new features not currently available in the Akumina Platform
Customers can leverage this offering to configure, extend and customize their deployment of the platform through the subscription. Akumina’s team can create new widgets, launch additional sites, create new designs, build/extend new workflows and processes, optimize, and enhance the user experiences or build and launch new third-party integrations.
Troubleshooting, correction or remediation of any custom code written in your Akumina deployment that is no longer working as anticipated.
Akumina is a highly scalable and extensible platform that allows for customers, partners and Akumina services organization to create customizations around functionality, data, integrations, widgets and more. Remediation of a broken or non-functioning custom component is outside of the scope of the standard technical support coverage.
Upgrades for Subscriber’s Akumina experience to the Akumina SaaS Cloud
Customers can leverage this offering if they are current Akumina customers that are either 1) self-hosted in the customers Azure tenant or 2) they are single-tenant customers in Akumina’s Azure but are not getting the benefit of the SaaS capabilities of the Akumina cloud.
Conversion of Subscriber’s Akumina experience from a ‘headed’ deployment to a ‘headless’ deployment
Customers can leverage this offering to convert their headed Akumina experiences (where the Akumina experience is running inside of MS SharePoint Classic or Modern) to Akumina’s headless delivery model. This increases performance, unlocks new features and is the modern way that Akumina customers should be using the platform.
Upgrade support/execution for any Subscriber that self-hosts the Akumina experience
Customers can leverage this offering when they are self-hosting the Akumina platform their dedicated team execute the deployment of any minor or major upgrade, update, patch or service-pack.
Support for a selected Akumina Partner for an initial Subscriber deployment or ongoing partner engagement
Customers can leverage this offering to support an Akumina Partner or preferred system integrator in the initial and going deployment, maintenance and management of the platform providing the partner with support, best practices, code samples and execution support.
Support/Management/Administration of Subscriber’s Microsoft365 Tenant
Customers can leverage this offering to augment their own internal staff in helping with the maintenance and management of their own Microsoft 365 tenant as it relates to the management, administration and support of the use of M365 workloads and tools.
Support/Management/Administration of Subscriber’s Azure Active Directory or other IDP
Customers can leverage this offering to augment their own internal staff in helping with the maintenance and management of their own Identity and Access Management provider for the management, administration and support of the application to ensure seamless integration and interaction with the application.
Customized and/or Personalized Developer, Administrator or Content Manager Training
Customers can leverage this offering to schedule, plan and execute personalize training for both basic and advanced developer topics specific to their use of the application as well as personalized training for content authors and administrators that is based on the customers actual deployment of the application.