Services, Service Levels and Support
Capitalized terms used but not defined in this Exhibit A have the meaning given to those terms in the Integrity Advocate Master Services Agreement.
Capitalized terms used but not defined in this Exhibit A have the meaning given to those terms in the Integrity Advocate Master Services Agreement.
1. Description of Services
The Service shall include, but not be limited to, the following:
a. Identity verification, participation monitoring, and proctoring services, which includes, but is not limited to validating User’s identity, monitoring the presence or absence of a User during a Session, tagging potential unacceptable behavior and providing a human invigilator to determine whether unacceptable behavior actually occurred.
b. Tracking and reporting of potential unacceptable behavior by Users during a Session. A description of the events of potential unethical behavior identified will be made available to the Customer through the Customer’s learning management system.
c. Providing pre-launch training to the Users regarding the ID verification and monitoring process. Training may be video instruction, conducted via web meetings and/or in person at the discretion of Integrity Advocate at no additional cost to the Customer.
d. Providing user-support services relating to the Service that includes:
- Maintenance of a website landing page that includes responses to frequently asked questions (FAQs);
- Provision of support in English unless otherwise mutually agreed upon.
- Provision of a telephone out-reach service for the Users, available 24 hours per day;
- Maintenance of an online chat support service for the Users, available 24 hours per day;
- Electronic tracking system for the Services provided and action item reporting; and
- Appropriate accommodation of the Users with recognized disabilities.
e. User-support services will include assisting the Customer and the Users with diagnosing and addressing any issues with the Services provided. User-support services will not require the provision of technical or informational support for queries relating to the Customer’s Session content or processes, or the software, operating systems, or computer hardware of the Customer or a User.
2. Description of Sevice Levels
a. All timelines for resolution of technical issues shall commence from the time Provider becomes aware of the technical issues (“ReportTime”). Provider will respond or escalate its support in accordance with the following Severity Levels and response times:
| Severity Level | Severity Level Description |
|---|---|
| A | The Customer’s operations are significantly adversely impacted because of the reported technical issue. The Customer’s services are not available to the Customer’s Users, or functions or features are unavailable, or the Provider application is down or significantly impaired and requires immediate attention. |
| B | The Provider application is functioning, but with impairment. Example: Not all features load, or reports do not generate. |
| C | The Customer’s operations that use the Provider application are not significantly impacted by the technical issue, but there continues to be a problem that is a nuisance. Example: download ability is missing. |
| D | Any technical issue that is not a severity level of A, B or C (as defined above) shall be classified as aseverity level D. |
3. Description of Support Offered
a. In the event the Customer reports a technical issue with low severity that becomes more critical, the Customer may contact Provider technical support and request that the severity level for the error be upgraded. Technical issues address usability or functionality of the system and are treated separately from requests for additional functionality and/or opportunities for improvement.
b. Technical Support Action Timelines:
| Severity Level | First Response | Subsequent Update | Resolution Time |
|---|---|---|---|
| A | 2 hours | 2 hours | 1 business day |
| B | 8 hours | 8 hours | 2 business days |
| C | 12 hours | 12 hours | 5 business days |
| D | 24 hours | 4 hours | 15 business days |
c. With the exception of technical issues with a Severity Level A, which will be dealt with in the time frames indicated, regardless of whether the technical issue is reported during the primary business hours of operation, the amount of time for response shall be calculated as hours during the primary hours of operation (Monday to Friday excluding national holidays, being 9:00 am – 5:00 pm MST).
d. Resolution time expectations relate to technical issues under the control of Provider.
e. For technical issues that are not under the control of Provider the resolution time is not a contractual obligation of Provider.
f. The Customer will be notified seven (7) calendar days in advance of minor service degradation (a change that can be classified under Severity Level B), or thirty (30) calendar days in advance for significant service interruption or degradation (a change that can be classified under Severity Level A).
g.Provider guarantees Service availability 99.9% of the time in a calendar month, excluding scheduled maintenance during Customer business hours.
