This Service Level Agreement (hereinafter referred to as the "Caseware SLA" or "SLA") defines the support levels that the Customer using Caseware Software will receive from CASEWARE under a valid Software License Agreement.
CASEWARE will provide support services ("Support Services") for Caseware Software as described below. These services will be available to the Customer who has the right to use the Caseware Software, as well as their employees or contractors. All support services will be delivered in accordance with the standard of care and diligence commonly applied by software development companies providing similar services.
The Support Services include the following:
This SLA defines the availability and support levels the Customer can expect and aims to ensure effective collaboration between the Customer and CASEWARE.
"CASEWARE" refers to the legal entity of Caseware as stated in the Software License Agreement and includes Affiliates and third-party service providers acting on behalf of Caseware under this SLA.
"Business Day" means any day of the week (Monday through Friday) that is not a public holiday in your region.
"Error" refers to any malfunction, issue, or failure in Caseware Software that prevents it from operating in accordance with its Documentation.
"Documentation" means the user manuals provided by Caseware for the Caseware Software, which may be updated from time to time.
"Local Distributor" means the authorized distributor organization in your region, listed at https://www.caseware.com/distributors/.
"Response" means the acknowledgment of receipt of a Notification and the assignment of a Support Service representative to investigate the relevant Error, as defined in Section 1.0 of the Service Level Agreement Terms.
CASEWARE classifies identified Errors into the following four service level categories to facilitate the resolution process:
Level 1 Error
These errors cause the software to become completely inaccessible. This includes:
Response time: Within 1 hour of receiving the error notification in the production environment.
Level 2 Error
In this case, the software remains accessible, but one or more functions do not work or cannot be accessed by the user. This includes:
Response time: Within 1 hour of receiving the error notification in the production environment.
Level 3 Error
These errors do not meet Level 1 or Level 2 criteria but may still affect specific functionalities. For example:
Response time: Within 3 business days of receiving the notification.
Level 4 Error
Requests submitted to the support team regarding:
Response time: Within 5 business days of receiving the notification.
Errors in Caseware Software ("Notification") and support requests under this SLA should be submitted to your local distributor – https://www.caseware.com/distributors/ – and any contact specified in the escalation matrix provided by CASEWARE. The request must contain a detailed description to allow assessment of the error's nature and its level of importance.
CASEWARE will make reasonable efforts to respond to support requests in accordance with the Notification received as specified in Section 2 of this SLA. The response should confirm receipt of the Notification but is not required to include resolution or verification of the error.
Errors
If the Customer believes there is an error in the Caseware Software, they must notify CASEWARE in writing (caseware@med-idea.com.tr). The notification must include a detailed description of the error, the expected correction, and the circumstances of its occurrence.
Upon receiving the notification, CASEWARE will make reasonable efforts to verify the existence of the error. If the error is confirmed, CASEWARE will, at its discretion, correct it, include it in a future major release or update, or suggest an alternative way for the User to achieve the documented functionality.
Requests from the Customer regarding error correction timelines may be evaluated individually by CASEWARE.
Each Party must take necessary steps to escalate the severity level of support requests only when no other solutions are available. In some cases, this procedure may be replaced with a support process document provided by CASEWARE during the transition to support services.
First-level support covers questions and issues related to the software. It is available from the Customer's local distributor during business hours. The Customer may schedule appointments to discuss issues, updates, and fixes within a specified timeframe.
CASEWARE provides second-level support when the issue persists and requires a more detailed review of the product by the CASEWARE team.
Steps to take:
Fixes for Caseware Software will be included in the Caseware Software release cycle at CASEWARE’s discretion but will be free of charge for the Customer.
This SLA does not obligate CASEWARE to release a new version or update. CASEWARE may, at its discretion, provide new versions of Caseware Software when it deems appropriate.
If the Customer requests assistance or support not covered by the services specified in this SLA, CASEWARE is not obligated to provide such services. However, CASEWARE may agree to provide support at its standard hourly rate and pricing schedule.
The following are outside the scope of services provided under this SLA:
The following are not covered under this SLA:
The following circumstances release CASEWARE from obligations under this SLA:
Support services may be suspended or withheld if the Customer’s account is overdue or if the Caseware Software is used in violation of any other applicable agreement made with CASEWARE.