Legal

These Service Levels and Support Services (the “SLA”) describe the service levels and support provided by Plivo, Inc. (“Plivo”) to Customer. Plivo may amend this SLA from time to time without notice to Customer in order to reflect enhancements or other modifications to its Support Packages. Any changes shall be effective as of the Effective Date listed above, provided that no change shall be effective if it would result in a material degradation of the services previously agreed to by Customer. Terms used and not defined in this SLA shall have the meanings given to them in the Agreement (including its exhibits, attachments or other URL-linked terms) or, if not provided therein, in any underlying agreement referenced in the Agreement.

A. Support Packages

Plivo Offers various support plans to meet your requirements. Details of various Support Plans are available at https://www.plivo.com/support-plans/. To identify the Support Plan covered under your subscription, please refer to your Order Form or Console. 

B. Support Operability and Communication Methodology

1. Identify

A problem or error within the Services (each, an “Issue”) can be identified in two ways:

1.1 The Plivo (“Plivo Support”) notices an issue at  https://status.plivo.com/ .

1.2 Customer informs the Plivo of an Issue.  Notification will be performed by online case submission only by creating a ticket at Ticket Portal Support (https://support.plivo.com/hc/en-us) 

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If Customer identifies an Issue, Customer will need to provide Plivo the following:

a) Name of individual reporting the Issue
b) The service that is affected
c) The time the Issue began
d) Is the Issue ongoing?
e) Description of the failure condition
f) Specific examples (transaction IDs) where possible

Upon identifying an Issue, the Plivo opens a ticket.

2. Communicate

Plivo Support will send an notification to Customer using Plivo’s notification system.   The notification will contain:

• The status (e.g., Initial, Update, Resolved, Informational, Action Required);
• The Plivo Support ticket number;
• The Plivo Support phone number; and
• Description of the Issue.

3. Priority Levels

Plivo shall process the following categories of Issues within the times set forth below:

4. Guaranteed Response Time

Plivo’s target times for notification and problem resolution are listed at https://www.plivo.com/support-plans/ 

5. Exceptions

Plivo shall have no support obligation or liability relating to issues with the Service to the extent arising from: (a) Customer’s devices, workstations, web browsers, password issues, equipment, software and applications, network connections, website or other infrastructure; (b) use of the Service by Customer in a manner not consistent with the Agreement and documentation provided by Plivo; (c) modifications to the Service by Customer or its personnel, without the knowledge or authorization of Plivo; (d) general internet problems or a failure to comply with any systems requirements published to Customer by Plivo; (e) force majeure, pandemic, natural disasters, emergencies, acts of terror or war, or other factors outside of Plivo’s reasonable control or (f) Telecommunication Carrier related issues or (g) Third Party Services such as Whatsapp.  Support services provided in this SLA are provided solely during and for the duration of the Service subscription term described in the Agreement.  Plivo WILL HAVE NO OBLIGATION TO CUSTOMER FOR (I) CUSTOMER’S FAILURE TO MAINTAIN ITS EQUIPMENT, SOFTWARE AND APPLICATIONS, NETWORK CONNECTIONS, WEBSITE OR OTHER INFRASTRUCTURE USED IN SUPPORT OF THE SERVICES PROVIDED HEREUNDER, OR (II) PERFORMANCE ISSUES RESULTING OR RELATED TO CUSTOMER’S FAILURE TO ALLOW THE INSTALLATION OF PLIVO-PROVIDED UPDATES TO THE SERVICE.

6. Documentation: Please refer to our Support Documentation for further guidance at https://support.plivo.com/hc/en-us/