LEGAL THINGS

Service Level Agreement

Effective date: April 25, 2025

‍This Service Level Agreement (“SLA”) is an exhibit to the Motivity Terms of Service (the “Agreement”) and governs the ongoing support and service levels for the Motivity Services.

1. Support Services Overview

Motivity will provide ongoing support services to Customer in accordance with the response times and service commitments detailed below. Support is available through the Centralized Support Portal, where Customer may submit tickets and track issue resolution status.

Direct Help Desk support is provided to designated administrators (“Motivity Gurus”). Motivity Gurus are employees of Customer’s organization responsible for initial and standard end-user questions. If a Motivity Guru is unable to resolve an issue, the Motivity Guru will contact Motivity’s customer care team directly to generate a support ticket. Motivity will use commercially reasonable efforts to respond to all support tickets within 1 business day.

2. Support Availability

  • Support Hours: Monday – Friday, 9:00 AM – 5:00 PM (Pacific Time), excluding public holidays.‍
  • Emergency Support: 24/7 support available for Critical Issues only.‍
  • Support Channels: To be provided during implementation process

3. Issue Classification & Target Response Times

Support tickets will be classified based on severity level. These response times assume that any discovered problem can be reproduced by Motivity. If Motivity cannot reproduce the problem, a fix may not be provided according to these response times.

Motivity shall have no liability with regards to any time delay in Motivity’s response to the Customer due to the Customer’s failure to provide all requested information promptly to help Motivity reproduce an issue.

Priority Level Definition Initial Response Time Target Resolution Target
Critical System outage or major service disruption preventing operations. 2 hours 4 hours
High Major functionality is significantly impacted; workaround available but not ideal. 1 business day 3 business days
Medium Non-critical issue affecting some users or minor service degradation. 3 business days 10 business days
Low General inquiries, cosmetic issues, or minor performance concerns. 5 business days 90 business days

Motivity may classify some Medium or Low issues as enhancements or change requests, in which case resolution would not apply and may instead be considered for future planned releases as mutually agreed.

4. Uptime Commitment

  • Motivity guarantees 99.9% uptime per calendar month, excluding scheduled maintenance.
  • Scheduled maintenance will be communicated with at least 5 business days’ notice.

The Services shall be available 99.9%, measured monthly, excluding holidays and weekends and scheduled maintenance. Any downtime resulting from outages of third-party connections or utilities or other reasons beyond Motivity’s control will be excluded from downtime calculation. 

5. Customer Responsibilities

  • Report issues promptly through the Centralized Support Portal.
  • Provide necessary access and information for troubleshooting.
  • Designate a primary contact for support escalations.

6.  Exclusions

Motivity shall have no obligation to provide technical support services if a problem is caused by: (a) misuse of Motivity Services, (b) any fault of Customer’s agents or employees, (d) any attempts at modifications to the Motivity product performed by other than personnel of Motivity, (e) casualty, act of God, strikes, riot, war, the unauthorized acts of third parties, (f) failure or interruption of any electrical power, telephone, or communication line or like cause, (g) any other cause external to the Motivity product except ordinary use.