Service Level Agreement (SLA)

This Service Level Agreement (the "SLA") outlines the terms under which Smart Choice Enterprise LLC, along with its subsidiary, BinaryPlates LLC (collectively referred to as "BinaryPlates"), will provide maintenance and support for the BlazorPlate software (the "Software") to its Licensees (the "Licensee"). This SLA is an integral part of the End User License Agreement (EULA).

1. Annual Maintenance Plan Subscription

1.1 Overview

The Annual Maintenance Plan provides Licensees with access to the latest updates and releases of the Software on an annual subscription basis, ensuring that your framework remains current with the latest features and enhancements.

1.2 Scope of Updates

This plan includes updates to address:

  • Software performance improvements
  • Newly added features and capabilities
  • Security patches and stability enhancements

1.3 Accessing Updates

Licensees can access all updates and releases at any time by logging into our website and navigating to the Downloads section in their account. BinaryPlates will also notify Licensees by email regarding all updates and new releases.

1.4 Eligibility for New Releases

Licensees are eligible to download and use any new releases made available during the active maintenance plan period. After the maintenance plan expires, Licensees retain access to the last version available before expiration.

1.5 Renewals and Expiration

The Annual Maintenance Plan requires annual renewal to continue receiving updates and new releases. Licensees will be reminded of upcoming renewal dates, and timely renewal ensures uninterrupted access to the latest Software advancements.

2. Ongoing Technical Support Plan

2.1 Overview

The Ongoing Technical Support Plan provides technical support for any inquiries or issues related to the Software throughout its commercial life (i.e., for as long as BinaryPlates continues to actively maintain and offer the BlazorPlate product). This ensures assistance even after the Maintenance Plan expires. After the Licensee's Maintenance Plan subscription expires, the Licensee will retain access to the latest version released during the subscription period, but will no longer receive new updates or features. Technical support remains available for the version of the Software received at the time of purchase and all subsequent versions released during any active Annual Maintenance Plan period.

2.2 Support Coverage

Support will cover the following:

  • General inquiries regarding the Software
  • Technical issues related to installation, configuration, usage, or any problems arising from the version of the Software received at the time of purchase and all subsequent versions released during any active Annual Maintenance Plan period.
  • Assistance with troubleshooting and resolving errors

2.3 Support Channels

Support will be provided through the following channels:

2.4 Support Hours

Support will be available during the following hours:

  • Email Support: Available 24/7.
  • Live Chat Support: Available Monday to Friday, 9 AM to 5 PM EST.

2.5 Response Times

Response times for support requests will be categorized as follows:

  • Critical Issues: Issues causing complete loss of functionality or production impact, response within 1 hour.
  • High Priority Issues: Significant functionality is impaired, but there is a workaround, response within 4 hours.
  • Medium Priority Issues: Minor issues that do not significantly affect the use of the Software, response within 1 business day.
  • Low Priority Issues: General inquiries or non-urgent issues, response within 2 business days.

2.6 Limitations of Support

BinaryPlates will not be liable for:

  • Any issues arising from third-party software or services.
  • Debugging or troubleshooting modifications made to the Software by the Licensee. However, BinaryPlates will provide reasonable guidance to help the Licensee identify whether an issue originates from the base Software or from the Licensee's modifications.
  • Issues caused by the Licensee's failure to comply with the EULA.

2.7 Service Level Commitments

If BinaryPlates fails to respond within the stated response times on two (2) or more occasions within a thirty (30) day period, the Licensee may request elevated support priority, placing all subsequent requests at Critical priority level for a period of thirty (30) days. To request this remedy, the Licensee must provide documented evidence of the missed response times by emailing support@blazorplate.net. This remedy constitutes the Licensee's sole and exclusive remedy for missed response time targets.

2.8 Website and Download Availability

BinaryPlates will use commercially reasonable efforts to maintain the availability of the BlazorPlate website and download portal with a target uptime of 99.5%, measured on a monthly basis, excluding scheduled maintenance windows. Scheduled maintenance will be communicated to Licensees at least 48 hours in advance via email or website notice. In the event of unscheduled downtime exceeding 24 consecutive hours, BinaryPlates will provide affected Licensees with a status update and estimated resolution timeline.

3. Changes to the SLA

BinaryPlates reserves the right to modify this SLA at any time. Any changes will be communicated to the Licensee via email or through a prominent notice on the BinaryPlates website, and will take effect thirty (30) days after notification. Continued use of the Software after such thirty (30) day period shall constitute the Licensee's acceptance of the new terms. If the Licensee does not agree to the changes, they may contact BinaryPlates before the changes take effect.

4. Contact Information

For any questions regarding this SLA, please contact us at: info@blazorplate.net