This Service Level and Support Policy (this "Support Policy") forms part of the Master Platform and Services Agreement between Customer and Efficiently, LLC (the “Agreement”). Capitalized terms used but not defined in this Support Policy have the meanings set forth in the Agreement.
1. Availability
efficiently targets 99.5% monthly uptime for the Platform (the “Availability Target”), measured as total minutes in the calendar month minus Downtime minutes, divided by total minutes in the calendar month (“Monthly Uptime Percentage”). “Downtime” means a period during which the Platform is materially unavailable to Customer, as measured by efficiently’s monitoring systems.
The following are excluded from the calculation of Downtime (“Excluded Downtime”):
(a) scheduled maintenance windows, provided efficiently gives at least 48 hours’ prior notice via the Platform dashboard or email;
(b) emergency maintenance required to address imminent security threats or critical vulnerabilities;
(c) events of force majeure as described in the Agreement;
(d) unavailability of beta, preview, or evaluation features;
(e) failures caused by Customer’s equipment, software, network connections, or third-party services not under efficiently’s control;
(f) suspension of access resulting from Customer’s violation of the Acceptable Use Policy or the Agreement; and
(g) use of the Platform under an evaluation, trial, or unpaid arrangement.
2. Service Credits
If Monthly Uptime Percentage falls below the Availability Target in a given calendar month, Customer may request service credits as a percentage of the monthly pro-rata portion of the Fees applicable to the affected Service for that month, calculated according to the table below. To receive a service credit, Customer must submit a written request to Efficiently within ten (10) days after the end of the affected calendar month, including the dates and times of the claimed Downtime and any supporting evidence. Service credits are applied to future invoices and are not redeemable for cash, refunds, or set off against other Fees. Service credits are Customer’s sole and exclusive remedy for failure to meet the Availability Target. In no event shall the aggregate service credits issued in any single calendar month exceed fifty percent (50%) of the monthly pro-rata Fees for the affected Service.
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.5% or higher | None |
| Under 99.5% but ≥ 99% | 10% of monthly enterprise cost |
| Under 99% but ≥ 95% | 25% of monthly enterprise cost |
| Under 95% | 50% of monthly enterprise cost |
3. Support Hours
efficiently provides customer support through the Help Center via email at success@efficiently.com. Support is available during business hours, and "business hours" and "business days" mean Monday through Friday, 9:00 a.m. to 6:00 p.m. Mountain Time, excluding efficiently's observed U.S. holidays. Support requests submitted outside business hours are treated as received at the start of the next business day.
4. Response Targets
Efficiently targets the following initial response times based on issue priority:
(a) P1 (Critical — Production Outage): Initial response within 1 business hour. A complete outage or critical failure rendering the Platform unusable for all users.
(b) P2 (High — Major Degradation): Initial response within 4 business hours. Significant impairment of core functionality affecting multiple users with no reasonable workaround.
(c) P3 (Normal — Minor Degradation): Initial response within 1 business day. Limited impairment of non-critical functionality where a workaround is available.
(d) P4 (Low — Informational): Initial response within 2 business days. General questions, feature requests, or cosmetic issues that do not affect functionality.
Response targets are objectives only and are not guarantees. Efficiently will use commercially reasonable efforts to meet these targets, but failure to do so does not constitute a breach of the Agreement.
5. Escalation
If a P1 or P2 issue is not resolved or materially mitigated within a reasonable period following the initial response, Efficiently will escalate the issue internally. During an active P1 or P2 incident, Efficiently will provide status updates to Customer’s designated support contact at reasonable intervals until resolution.
6. Chronic and Persistent Failure
For purposes of Section 15 of the Agreement, a failure to meet the Availability Target is “chronic and persistent” if: (a) the Monthly Uptime Percentage falls below 95% for four (4) or more consecutive calendar months; or (b) the Monthly Uptime Percentage falls below the Availability Target in six (6) or more calendar months within any rolling twelve (12) month period. In either case, Customer may treat the failure as a material breach of the Agreement and exercise termination rights under the Agreement, subject to any applicable cure period.
7. Customer Responsibilities
Customer will designate at least one support contact authorized to submit and manage support requests on Customer's behalf, and will keep contact information current. Customer will provide reasonable detail for support requests, including steps to reproduce the issue and any error messages or logs reasonably available. efficiently's response targets and service level obligations are contingent on Customer's compliance with this section; delays caused by Customer's failure to cooperate with troubleshooting, provide requested access or information, or apply recommended configurations are not counted toward efficiently's response or resolution times.
8. Policy Changes
Efficiently may update this Support Policy from time to time, effective upon notice to Customer or posting through the Platform, provided that such updates do not materially diminish the support or availability commitments set forth herein during an active Project Term. If an update materially and adversely affects Customer’s use of the Services, Customer’s remedies are as set forth in the Agreement.