Service Level Agreement

Service levels and priority definitions relate to existing functionality within the Novata Platform.

Novata will use its best efforts to address any issues raised significantly within the advertised mitigation time.

Novata offers no guaranteed mitigation time where incidents are caused by third-party providers, such as cloud infrastructure, and where Novata has no control over any mitigation strategies. Novata will use its best efforts to mitigate these issues as quickly as possible.

Activity	P1	P2	P3
Support Hours	(8am EST to 6pm EST on each business day, meaning each day Monday-Friday other than federal and state holidays and other days on which banks are not open in New York, New York). All times are elapsed times within such support hours
Acknowledge	Within 8 Support hours	Within 12 Support hours	Within 24 Support hours
Mitigation	Within 24 Support hours	Within 72 Support hours	As soon as practicable

Priority Level 1: Interruption making primary functionality inaccessible or a complete network interruption causing a severe and widespread impact on service availability. No alternatives or workarounds are available.

Priority Level 2: Primary functionality or network access interrupted, degraded or unusable, having a severe impact on services availability for a moderate amount of users OR widespread degradation of non-critical functionality. Any available alternatives or workarounds do not materially resolve such issue.

Priority Level 3: Non-critical function or procedure, unusable or hard to use having an operational impact for some but not all users, but with no direct impact on services availability.