B File SaaS Support and Service Level Agreement (SLAs)

Effective Date: January 16, 2025

General

This SaaS Support and Service Level Agreement (SLA) will be provided to all Customers at no additional charge for B File application and features. Support is available on weekdays, excluding US holidays, during business hours of 9am to 5pm Eastern.

Uptime

B File application will have guaranteed uptime of 97.95%. Uptime is measured each calendar year. It is calculated based on the number of minutes in the given year. Uptime measurements exclude periods of planned outages and routine maintenance.

Submitting a Support Case

Customer will submit a support case in the following manner:

For B File application, email support@bfilesystem.com or call 586.580.0033 with the following information:

• Customer name and contact information
• A detailed explanation of the issue
• Reproducible steps, if possible
• Please note: support for B File cases includes additional coverage between 09:00 and 17:00 EST on weekdays, excluding US holidays.

For B File application, email support@bfilesystem.com or call 586.580.0033 with the following information:

• Customer name and contact information
• A detailed explanation of the issue
• Reproducible steps, if possible

Support Case Classification and Actions

Support cases will be classified into the following 3 levels:

Level 1: Simple configuration changes or tasks within the product. Typically resolved by a one-time update or by performing a minor task that is not available to end users.

Actions taken:

• Customer submits support case per instructions above
• B File support representative responds via email for more information or notifying Customer of case resolution

Level 2: More complex issues within the product that may involve verifying behavior, troubleshooting data, or performing a complex task. May involve multiple correspondences.

Actions taken:

• Customer submits support case per instructions above
• B File support representative responds via email for more information or notifying Customer of case resolution.
• B File support representative to provide regular updates via original support case ticket until notifying Customer of case resolution.

Level 3: Business critical issues which are impacting critical operations. May involve data quality, accuracy, integration, network connectivity and/or production level outages. May involve multiple parties and several correspondences.

Actions taken:

• Customer submits support case per instructions above
• B File support representative responds via email and/or phone for more information or notifying Customer of case resolution
• If a call is necessary, B File support representative will suggest times and ask that Customer include all necessary stakeholders
• B File support representative to provide regular updates via original support case ticket until notifying Customer of case resolution

Support Response Times

B File understands the importance of providing timely Support to each Customer. When a Support case is created, a Support Representative will use commercially reasonable efforts to call or email the User within one (1) business day and will use commercially reasonable efforts to rectify every issue in a timely fashion. Actual resolution time will depend on the severity of the case and the work required to resolve the case. A resolution may consist of providing additional documentation, customer training on use cases, product fix, product workaround or other solution determined by B File. In all cases, B File will provide status updates if the Support case cannot be resolved on the first response.

B File is deemed to have responded when it has replied to the Customer’s initial request. This may be in the form of an email or telephone call, to either provide a solution, an estimated resolution time, or request further information.

Exclusions This SLA does not apply to:

• Any equipment, software, services, third party or otherwise, or any other parts of the System not listed above.
• Software, equipment or services not purchased via and managed by B File.
• Additionally, this SLA does not apply when the problem results from:
  • Using equipment, software or service(s) in a way that is not specified in the Product documentation.
  • Making changes to the configuration that is not approved by B File.
  • Making changes to Customer operated equipment, network or non-B File supplied software.
  • Not performing, or has prevented B File from performing where obligated, required maintenance and update tasks. This SLA also does not apply if the client is in breach of its contract with B File for any reason (e.g. late payment of fees, improper use, violation of terms, etc.).