STAIRWELL Service Level Agreement
This Service Level Agreement ("SLA") is incorporated into the applicable Agreement or Order Form between Stairwell, Inc. ("Stairwell") and Customer. This SLA describes Stairwell's commitments regarding service availability and technical support.
1. Support Services
Stairwell provides technical support for the Stairwell Platform through designated support channels. Support includes:
- Technical issue investigation
- Platform availability incidents
- Product defect resolution
- Security-related operational issues
- Assistance with platform functionality
| [email protected] | |
| Emergency contact | 925-238-2444 (Critical incidents only) |
2. Support Availability
| Standard Support Hours | Monday to Friday, 8:00 AM to 6:00 PM Pacific Time, excluding U.S. company holidays |
|---|---|
| Critical Incident Support | Severity 1 (Critical) incidents receive 24x7 support |
3. Severity Levels
Critical
Complete loss of production service or security operations.
- Platform unavailable
- Customer unable to log in
- Search platform unavailable
- Detection pipeline unavailable
- Widespread API failure
- Security investigation blocked
- Major production outage
High
Major functionality impaired but production continues.
- Significant degradation in performance
- API failures affecting some workflows
- Indexing delays
- Connector failures
- Limited search capability
- User management issues
Medium
Non-critical issues with available workarounds.
- Reporting issues
- UI defects
- Individual integration problems
- Documentation errors
- Performance affecting a limited number of users
Low
General questions, feature requests, or cosmetic issues.
- Enhancement requests
- Minor UI improvements
- Documentation requests
- Product feedback
4. Customer Responsibilities
Customer agrees to:
- Report issues promptly
- Provide sufficient information to reproduce issues
- Designate authorized support contacts
- Provide requested logs, screenshots, and configuration information
- Cooperate with Stairwell during troubleshooting
Failure to provide requested information may delay resolution.
5. Escalation
Customers may request escalation through their assigned Customer Success Manager. Stairwell may reclassify ticket severity if the reported severity does not align with the definitions in this SLA.
6. Software Updates
Stairwell continually improves the Platform through security updates, bug fixes, performance improvements, and new functionality.
Maintenance will be scheduled whenever practical to minimize customer impact. Scheduled maintenance windows will be communicated in advance whenever reasonably possible.
7. Availability Commitment
Availability excludes:
- Scheduled maintenance
- Emergency maintenance
- Internet service provider failures
- Cloud provider regional outages
- Customer networking or infrastructure issues
- Third-party software or integrations
- Force majeure events
- Customer misuse or unauthorized modifications
8. Service Credits
If Stairwell fails to meet the monthly uptime commitment, Customer may request service credits.
| Monthly Availability | Days of Credit |
|---|---|
| 99.0% to < 99.9% | 3 |
| 95.0% to < 99.0% | 5 |
| < 95.0% | 10 |
Service credit requests must be submitted within thirty (30) days after the affected month, and service credits will be applied to the end of term. Service credits are the Customer's exclusive remedy for availability failures.
9. Product Errors
Stairwell will use commercially reasonable efforts to investigate and correct verified software defects. Where appropriate, Stairwell may provide:
- Temporary workarounds
- Configuration changes
- Hotfixes
- Product updates
- Permanent fixes in future releases
Not all reported issues will require immediate correction.
10. Third-Party Services
Stairwell is not responsible for failures caused by third-party products, integrations, cloud providers, identity providers, or customer-managed infrastructure.
11. Exclusions
This SLA does not apply to issues resulting from:
- Customer misuse
- Unauthorized modifications
- Customer-developed integrations
- Unsupported software versions
- Third-party software
- Force majeure events
- Internet connectivity issues
- Customer infrastructure failures
- Scheduled maintenance
12. Changes to this SLA
Stairwell may update this SLA from time to time. Material changes will become effective upon renewal of the applicable subscription unless otherwise required by law or agreed in writing.