Tabular Technologies, Inc.
Service Level Agreement
This Service Level Agreement (“SLA”) forms a part of the Master Service Agreement or other separate written agreement (the “Agreement”) by and between Tabular Technologies, Inc. (“Tabular”) and the customer named in the Agreement (the “Customer”), to the extent such Agreement incorporates this SLA by reference. Capitalized terms not defined in this SLA are defined in the Agreement.
1. Minimum Service Level Commitment
Tabular commits to maintaining 99.5% monthly minimum Availability for the Service (the “Minimum Service Level Commitment”).
1.1 Availability
The Services shall be deemed to be “Available” at any given time if: (i) Customer is able to log into and access the Iceberg REST Catalog Service implemented by the Company; and (ii) the Customer is able to make successful calls to the REST Catalog Service API. The Availability of the Service for each month shall be calculated per the following formula:
(A – (B – C)) / A
where “A” means the total number of minutes in a month; “B” means the total number of minutes for which the Service was not Available in such month; and C means the total number of Excused Outage minutes in such month, with the result expressed as a percentage.
1.2 Excused Outages
An “Excused Outage” is any time period during which the Services are experiencing an outage, solely to the extent such outage is caused by: (a) Scheduled Maintenance; (b) communication disruptions in internal network or internet connectivity originating from Customer; (c) faults within third-party software or systems that are not directly controlled by the Company; (d) acts or omissions of Customer; (e) general internet outages affecting multiple third parties; (f) network or services availability issues related to denial of service attacks and other flooding techniques; or (g) force majeure events.
1.3 Scheduled Maintenance
Downtime periods are scheduled to perform service maintenance, upgrades, and testing of failover capabilities (“Scheduled Maintenance”). If reasonably possible, this period will be scheduled by region on low volume days of the week and times of the day. The Company will provide advanced notification of any Scheduled Maintenance via an alert on the Service or email.
2. Customer Support Severity Definitions and Escalation Procedures
The Company will be available for customer support between 6:00 am and 6:00 pm Pacific Time on weekdays. The Company will respond as promptly as reasonably possible to all support requests placed by Customer, and, following initial contact using the in-platform messaging, or email below, The Company will respond within a timeframe determined based on severity. The contact information for the Company customer support is as follows:
Email: support@tabular.io
| CaseSeverity | Definition | Initial Response Time Goal | Resolution Time Goal | Communication and Status Updates | Service Hours |
|---|---|---|---|---|---|
| Critical | Issue disrupting entire Service or single critical production function; Service is not Available; or data integrity at risk | 60 Minutes | 8 Hours | Will communicate action plan to Customer as soon as available. Action plan will include estimated delivery time of resolution and/or solution. | The Company will use continual 24×7 efforts to resolve. |
| High | Issue causes a disruption of the Service but does not disrupt critical production functions. No workaround is available. | 120 Minutes | 24 Hours | Will communicate action plan to Customer as soon as available. Action plan will include estimated delivery time of resolution and/or solution. | Error will be worked on during Support Hours. |
| Medium | Issue causes a disruption of the Service but does not disrupt critical production functions. A workaround is available until the problem is corrected. | 1 Business Day | Next Maintenance or Full Release | Will communicate action plan to Customer within 2 business days. Action plan will include estimated delivery time of resolution and/or solution. | Error will be worked on during Support Hours. |
| Low | Request for assistance, information, or services that are routine in nature. | 2 Business Days | 14 Business Days | The Company will notify Customer of resolution and/or solution when planned. | Error will be worked on during Support Hours. |
Valid as of March 2024