# Support Policy - Service Level Agreement {% hint style="success" %} To review current and historical Uptime, visit [Dispel Status](https://status.dispel.com). {% endhint %} ## Definitions 1. “**Access Request Forms**” means the form user of VDI Health and VDI Management fill out to request access to an environment. This includes notifications to and approval by administrators. 2. "**Business Hours"** means 9 AM to 5 PM EST, Monday - Friday, excluding U.S. Federal holidays. 3. “**Continuous Monitoring**” means notifications will be received by Dispel twenty-four (24) hours per day, seven (7) days per week, three hundred sixty-five (365) days per year for the purpose of Incident reporting by Customer. 4. “**Device Operations**” means the ability for authorized users to create, read, update, and delete devices. 5. “**Downtime**” means a period of time (as determined by a combination of Dispel's internal and external monitoring systems) during which a large number of Users are unable to log into the service, view their dashboard, and reach any asset they have permission to reach and valid current access to. 6. “**Incident**” means any error, defect, failure, or abnormality in the Software or Services. 7. “**Region Health**” means the remote access network is performing according to the then-current Documentation. 8. “**Resource Operations**” means the ability for authorized Administrators to create, read, update, and delete Region resources including hubs, and entry and exit points. 9. “**Support**” means the support services described in Section 2 of this Schedule A. 10. "**Support Plan Tier**" means the tier of support service the customer has purchased. 11. “**Uptime**” means the percentage of total possible minutes the applicable Service Feature was available in a given calendar quarter during the applicable Order Term. 12. “**VDI Health**” means the functionality of a VDI is performing according to the then-current Documentation. 13. "**VDI Management**" means the ability to create, read, update, and delete VDI stack sizes. This also includes showing VDI usage for authorized users. 14. “**Wicket Health**” means the Wicket is performing according to the then-current Documentation. ### Operating Hours | Tier | Basic | Premium | Mission Critical | | --------------- | ----------------------------------------------------------------- | ------- | ---------------- | | Operating Hours | 9 AM – 5 PM EST, Monday - Friday, excluding U.S. federal holidays | 24 x 7 | 24 x 7 | ## Incidents 1. Customer may report Incidents to Dispel through either the Service via the Dispel messenger system (the “Support Channel”) or by email at . This Support Channel and email inbox are Continuously Monitored. Dispel actively responds to Incident submissions at the customer's Support Plan Tier. 2. Customer will provide information and cooperation to Dispel as reasonably required for Dispel to provide Support. This includes, without limitation, providing the following information to Dispel regarding any reported Incidents: (i) aspects of the Services that are unavailable or not functioning correctly; (ii) the Incident’s impact on Users; (iii) start time of the Incident; (iv) list of steps to reproduce the Incident; (v) relevant log files or data; and (vi) wording of any error message. 3. Dispel's support personnel will assign a severity level (“**Severity Level**”) to each Incident in accordance with the table below and respond within the timeframe set forth: ### Response Times
Severity LevelDescriptionResponse Time
Severity 1
(Urgent)		The Service is completely unaccessible for a large number of users, or numerous major functions are unresponsive or inoperable.Basic Plan
Initial Response: 4 Business Hours
Update Frequency: 8 Business Hours

Premium Plan
Initial Response: 2 hours
Update Frequency: 4 hours

Mission Critical Plan
Initial Response: 1 hour
Update Frequency: 2 hours
Severity 2
(High)		Operation of the Software or Service is critically affected (not responding to requests, serving content, or permitting remote access) for a large number of users; no workaround available.Basic Plan
Initial Response: 6 Business Hours
Update Frequency: 12 Business Hours

Premium Plan
Initial Response: 4 hours
Update Frequency: 8 hours

Mission Critical Plan
Initial Response: 2 hours
Update Frequency: 4 hours
Severity 3
(Normal)		Software or Service is responding and functional but performance is degraded, and/or Incident has potentially severe impact on operation of the Software or Service for multiple users.Basic Plan
Initial Response: 12 Business Hours
Update Frequency: 24 Business Hours

Premium Plan
Initial Response: 6 Business Hours
Update Frequency: 12 Business Hours

Mission Critical Plan
Initial Response: 3 hours
Update Frequency: 6 hours
Severity 4
(Low)		Non-critical issue; low significant impact on performance of the Software or Service but user experience may be affected.Basic Plan
Initial Response: 24 Business Hours
Update Frequency: Reasonable best effort

Premium Plan
Initial Response: 24 Business Hours
Update Frequency: Reasonable best effort

Mission Critical Plan
Initial Response: 6 hours
Update Frequency: 24 hours
4. Dispel will have no obligation to provide Support to the extent a reported Incident arises from: (a) use of the Software or Service by Customer in a manner not authorized in this Agreement or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of Dispel’s reasonable control; (c) Customer's equipment, software, network connections or other infrastructure; or (d) third party systems, acts or omissions. If Customer purchased the subscription to the Software or Service through a reseller, Dispel may have no obligation to provide Support depending on Customer’s agreement with the reseller and Dispel. ## Uptime 1. **Service Level.** The Uptime calculation for each Service Feature that may be included with the applicable Services is described below (“Uptime Calculation”). If Dispel does not meet a Service Level in any calendar quarter during the applicable Order Term, Customer will be entitled to receive service credit on Customer’s next Dispel invoice (“Service Credits”) based on the calculation below (“Service Credits Calculation”). 1. **Basic Plan:** Dispel will maintain at least 99.9% Uptime for Online Service hosted by Dispel and at least 99% Uptime for Network Service hosted by Dispel (“Service Levels”). 2. **Premium Plan:** Dispel will maintain at least 99.9% Uptime for Online Service hosted by Dispel and at least 99% Uptime for Network Service hosted by Dispel (“Service Levels”). 3. **Mission Critical Plan:** Dispel will maintain at least 99.99% Uptime for Online Service hosted by Dispel and at least 99.9% Uptime for Network Service hosted by Dispel (“Service Levels”). | Service Feature | Uptime Calculation | Service Credits Calculation | | ----------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | |

Online Services

|

​(T - D)/T

Where ​T equals the total minutes in a calendar quarter, and ​D is Downtime.

|

A Service Credits claim shall be based on either (not both) of the following calculations:

| |

Network Services

| Same as above. |

A Service Credits claim may be based on either (not both) of the following calculations:

| 2. **Exclusions**. Downtime resulting from the following is excluded from the Uptime Calculation: 1. Weekly scheduled upgrades; 2. Emergency maintenance to patch a critical vulnerability or resolve a bug; 3. Any Amazon Web Service or Microsoft Azure downtime or scheduled maintenance; 4. Failure of internet connectivity, power, or other infrastructure between Customer environment and Dispel; 5. Factors outside Dispel's reasonable control, including force majeure events; 6. Customer's equipment, services, or other technology; 7. Customer's acts, omissions, or misuse of the applicable Services, including any violation of this Agreement; or, 8. Customer suspension due to customer’s breach of their agreement. 9. In addition, Dispel shall not be responsible for any Downtime if Customer has specified the location of Region or dashboard deployments, uses their own cloud or on-premises environments, or deploys virtual wickets onto non-Dispel approved hardware. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://legal.dispel.com/support/support-policy.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.