PDI Logistics Uptime and Support SLA – International

Part 1: Service Level Commitment for PDI Logistics Cloud Products (International)

Included Products

• PDI Logistics Cloud
• PDI Customer Services Online

Service Level Commitment

a. Definitions. The terms below have the following meanings when used in this Section (Service Levels).
(a) “Available” means that the Products defined in this document are accessible from the public Internet.
(b) “Downtime Minutes” means the total number of minutes for which the Cloud Services are not Available during the applicable Measurement Period.
(c) “Measurement Period” means a calendar month.
(d) “Permitted Downtime” means any period of time during which the Cloud Services are not Available to Customer due to
(a) a failure of the Internet or general Internet outage; (b) regularly-scheduled maintenance; (c) any acts or omissions of an internet service provider or other
third-party engaged by or on behalf of Customer; or (d) Customer’s acts or omissions other than as directed by PDI or as expressly permitted under this Order
Form. (e) “Total Minutes” means the total number of minutes in the applicable Measurement Period, minus any minutes of Permitted Downtime.

b. Server Availability. Beginning on the Cloud Go-Live Date, PDI will measure the server Availability of the Cloud Services. PDI targets that the Cloud Services shall be Available no less than 99.9% of the time. The “Availability” of the Cloud Services is calculated as follows:

Note: “Downtime Minutes” measure does not include scheduled downtime resulting from scheduled maintenance windows. Within these maintenance windows PDI is allowed to perform system-related maintenance, such as Windows-, SQL server patching, starting and stopping of servers and services, or executing hardware changes.

c. Calculation of Service Credits. Customer may be entitled to receive a credit against future Cloud Services Fees (a “Service Credit”) if the Availability falls below certain thresholds. Such Service Credit shall be Customer’s sole and exclusive remedy for the Availability falling below any threshold. Any such Service Credit shall be equal to the percentage of the Cloud Services Fee during the applicable Measurement Period corresponding to the Availability, as set forth in the table below:

Availability	Service Level Credit
≥ 99.5%	No Service Credit
< 99.5% and ≥ 99%	10%
< 99% and ≥ 97.00%	15%
< 96.00%	20%

d. Service Credit Claims. If Customer believes that it is entitled to receive a Service Credit in respect of a Measurement Period, then Customer will notify PDI by email at support@pditechnologies.com within 30 days after the last day of such Measurement Period with a notice that includes Customer’s username, a description of the activity that was interrupted, and documentation of the length of time that the Cloud Service was not Available (a “Credit Claim”).

e. Application of Service Credit. If PDI validates a Credit Claim submitted by Customer in accordance with Section (d), then PDI will apply the applicable Service Credit as a credit against any future Cloud Services Fees invoiced to Customer pursuant to this Order Form in respect of which such Service Credit accrued.

Part 2: Customer Support Agreement

Support Policy

Customers must consult with PDI before performing any upgrades on any third-party Software required to run the PDI Products. PDI shall not be required to provide support relating to problems or issues arising from third-party Software or under the following conditions:

Modified or abnormal operating conditions
• Customer’s use of PDI Products in a manner for which it was not designed
• Customer’s negligence, misuse or modification of the PDI Products or its configuration (including SQL)
• Customers must ensure PDI Product versions are kept updated as reasonably possible
• Systems that do not meet the specifications or configurations, if any, specified by PDI
• Effects of external systems (network, data feeds, shared/virtual hardware, other products),
• Customer failure to keep current with backups, virus protection, operating system/database patches, or other IT best practices, or
• Accessing the Software or data except through the official APIs, supported FTPs, or any other means specifically agreed between PDI and Customer.

Basic Support Process

Access to PDI Support is included in your fee, unless stated otherwise in your license agreement. Please refer to the PDI Services Policy for more information on what support requests are handled by PDI Support.

Standard PDI Support is available Monday through Friday, 7:00 AM to 6:00 PM AEDT, except on published holidays. Billable callback support is available outside these hours at 150% of the standard services hourly fee or with the afterhours support plan

Support requests received during business hours are logged and reviewed by the support dispatcher, who routes the case to the best possible support consultant based on knowledge
and availability. Support requests received after hours, on weekends, or during holidays other than those with an urgency of “P1 – System Down” are logged and dispatched on the following business day. Cases with a P1 urgency should be logged by calling the main support line at +49 69 823 7960 or directly on PDI Connections. Emails are not monitored after hours.

PDI recommends that designated, experienced users make support requests. PDI requires that store-level issues be processed through an internal support group or helpdesk before a PDI support request is made. All users need to be authorized for case logging prior to making a support request. To add authorized users to your account, send an email to support@pditechnologies.com or have an account administrator log a case on PDI Connections.

Before Initiating a Support Request

Looking for an answer? Consult PDI’s website, PDI Connections, before initiating a support request. This site includes PDI Search, online knowledge base, and online documentation such as user’s guides, reference guides, training material, and release notes. Using these resources can often resolve common questions and issues without a support request.

Remote Connection Options

PDI support consultants may need to access your system remotely while resolving a support request. The consultant will obtain your approval before connecting to the system. Multiple remote connection options are supported, but additional charges may be incurred if your company does not support remote connection options.

How to Make a PDI Support Request

Three methods are available for creating a support case. Using PDI Connections is the easiest and fastest way to make a support request.

• Submit a case on PDI Connections (preferred)
• Call PDI Customer Service at 6129739000
• Send an email with the information outlined below to support@pditechnologies.com

In Region Support Hours

PDI’s in region support hours based on priority level are as shown below, based on Customer’s region. Helpdesk Support requests received during business hours are logged, reviewed, and assigned to the best possible support analyst, based on knowledge and availability. Support requests received after hours, on weekends, or during holidays other than those with an urgency of “P1-System Down” are logged and assigned on the following business day. Cases with a P1 urgency must be logged directly by phone or on PDI Connections.

Priority	EMEA Region	APAC Region	Americas Region
P1 Support Hours	24 hours per day 365 days per year	24 hours per day 365 days per year	24 hours per day 365 days per year
P2 Support Hours	7:00am – 6:00pm CE(S)T; Monday to Friday (excluding public holidays)	8:00am – 5:30pm BKK time; Monday to Friday (Except Public BKK Holidays)	7:00am – 6:00pm Central Time; Monday to Friday (excluding public holidays)
P3-P4 Support Hours	7:00am – 6:00pm CE(S)T; Monday to Friday (excluding public holidays)	8:00am – 5:30pm BKK time; Monday to Friday (Except Public BKK Holidays)	7:00am – 6:00pm Central Time; Monday to Friday (excluding public holidays)

Case Priorities

All cases are assigned a case priority, based on the impact and urgency of the issue. Support professionals use case priorities to help determine the order of precedence for managing their workload. The case owner will discuss the case priority with the customer to ensure the impact and urgency of the issue are understood. The case priority may change during the lifecycle of the case.

Below are the definitions of case priorities in order from the highest to lowest priority.

Priority	Impact	Urgency
P1- (System Down)	• Total system outage • Service outage that causes severe disruption to business continuity • Essential product functionality is inoperable • Potential significant data loss • Communication between critical parts of the solution not working for multiple users/solution modules	Immediate attention is required to restore production, outside normal business hours if necessary. Note: P1 issues require the customer is available to assist in the diagnostic process and PDI has access to the customer hosted system (if applicable) to expedite resolution.
P2-(Urgent)	• Issue substantially impacts production • Functionality with no work around • Isolated critical parts of the system (including core functionality and interfaces) not functional • Critical issues limited to single users/solution modules	Needs attention and resolution as soon as possible. Cases are worked during normal business hours.
P3-(Important)	• Appropriate for single user issues • General product functionality issues with a known workaround • Development issues	Normal urgency; cases are worked during normal business hours.
P4-(Low)	• Informational request • Question • Documentation request • Minor problem • Product questions • No risk to other functionality or service	No urgency to the issue.

Initial Response Rates

The case owner will attempt to resolve the issue during the initial customer contact. If the case owner successfully resolves the case, information regarding the issue will be documented in the case and the case status will be set to ‘Closed’. See the Case Status section of this guide for more information on case statuses.

The initial response rate is determined based on the case priority, as outlined below.

P1-(System Down)	P2-(Urgent)	P3-(Important)	P4 – (Low)
1 Hour	2 Business Hours	4 Business Hours	8 Business Hours

*Case submissions through email have a 24-hour response time for all cases.

Case Resolution Rates

For cases, which require ongoing investigation, the case owner will discuss the next technical actions with the customer, agree on the case priority and next communication. As troubleshooting and case work continues, the case owner will communicate with the customer based upon the targeted communication rates or a mutually agreed upon frequency.

The case resolution rate is determined based on the case priority. If no code change or engineering troubleshooting is required, the targeted case resolution times are as follows:

P1 – (Critical)	P2-(High)	P3-(Medium)	P4 – (Low)
6 Hours	4 Business Days	7 Business Days	Best Effort

Case Status

Each technical support case is assigned a case status to identify the stage and awaiting actions of the case. The status of a case is maintained in the Case Management System and is updated as the case progresses to resolution. Below are the most common case statuses used.

Active Case Status	Case Status Definition
New	The case is received and waiting investigation by PDIs Support Team.
Open	The case has been assigned to a PDI case owner in the Support Team
Waiting on Customer	The customer has actions or tasks to complete before support investigation can continue.
In Review	The case is being investigated by the case owner and PDIs Support Team.
SWAT	The issue requires product code changes or code-level troubleshooting and is under investigation by engineering resources.
SWAT CR	The issue requires custom application code changes or code-level troubleshooting, investigation of platform hosted applications and is under investigation by services resources.

Closed Statuses

Cases are closed when there is no further communication to take place on an issue. If a case owner does not hear back from a customer, the case owner will try at least twice to contact the customer before closing the case. The case will remain open for a minimum of two weeks pending a reply from the customer.

When appropriate, closed cases can be re-opened to re-investigate an issue. Contact a local Representative or the PDIs Customer Support Center to request that a case be re-opened.