Snorkel AI Standard Support and Maintenance Terms
Last Updated: October 8, 2021
These Standard Support and Maintenance Terms (these “Support and Maintenance Terms”) apply to any agreement between Snorkel AI and Customer that references these Support and Maintenance Terms (the “Agreement”). Any capitalized terms used but not defined herein will have the meanings prescribed to them in the Agreement.
- Snorkel AI shall (a) use commercially reasonable efforts to provide Customer with maintenance and support services via telephone, electronic mail, or other electronic means, at Snorkel AI’s discretion, from the hours of 9:00 a.m. to 6:00 p.m. PT Monday through Friday, and allow for 24x7 email reporting for Level 1 (as defined below) situations, to a designated, authorized, qualified, and trained user of Snorkel Flow, with responses within 2 business hours; and (b) use commercially reasonable efforts to correct reproducible errors or malfunctions pursuant to Section 2 herein to enable Snorkel Flow to perform substantially in accordance with and as specified in the accompanying Documentation.
- Snorkel AI shall use commercially reasonable efforts to deliver a fix or plan to correct reported errors that Snorkel AI categorizes as: (a) Level 1 Catastrophic within eight (8) business hours of receipt of the reported error. “Level 1 Catastrophic” is defined as a condition in which Snorkel Flow is partially or totally inoperative in the production environment, including but not limited to, total system failure, data loss, data corruption, or a processing of functions and processes so slow as to render the application unusable, or any Level 2 error where a reasonable alternative work process cannot be established; (b) Level 2 High Impact within approximately two (2) business days of receipt of the reported error. “Level 2 High Impact” is defined as any error that results in the usability of the product being restricted and for which a reasonable alternative work process can be established; and (c) Level 3 Non-Critical, within approximately five (5) business days of receipt of the reported error. “Level 3 Non- Critical” is defined as any error wherein one or more functions do not operate optimally, but where impact on functionality and/or usability is agreed by Customer and Snorkel AI to be minor and result in a mutually acceptable disruption to Customer’s workflow.
- Support and Maintenance services do not include any on-site services. At Customer’s request, Snorkel AI may provide technical, operational or other assistance or consulting in excess of the standard support services at Snorkel AI’s standard hourly rate then in effect.