a. Severity Levels and Response Times. Client must subscribe to “updates” at status.namely.com to receive notifications and status updates regarding Platform and module performance issues. Once Client subscribes, Namely shall notify and update Client through status.namely.com pursuant to the following terms:
|Severity Level 1
|Total outage of the Platform, defined as complete unavailability of the Platform
|One (1) hour from Namely discovery of issue
|Updates provided via status.namely.com every hour until the issue is resolved
|Severity Level 2
|(i) Module outage, defined as complete unavailability of the HR, Payroll, Benefits or Time Module(s); or
(ii) Substantial degradation of Platform performance
|Two (2) hours from Namely discovery of issue
|Updates provided via status.namely.com every two (2) hours until the issue is resolved
|Severity Level 3
|Sub-module outage, defined as the complete unavailability of a Sub-Module (e.g., notifications or performance reviews).
|Four (4) hours from Namely discovery of issue
|Updates provided via status.namely.com every four (4) hours until the issue is resolved
b. Service Hours. Client’s support team shall be available by phone or email, Monday to Friday from 9:00 am to 9:00 pm Eastern Time (excluding Namely-observed holidays). At all other times (including weekends and US holidays), Client may contact Namely by submitting a case in our help community. Subject to Client’s approval, Client agrees that Namely will have the right to charge for any support service resulting from problems, errors or inquiries not related to the Subscription or Platform.