Savanta Subscription Products SLAs and Support Terms
Version 1.0 – 2026-02-16
SUPPORT TERMS
1 INTRODUCTION
1.1 These Savanta Subscription Products SLAs and Support Terms (“Terms”) are agreed between the Savanta entity listed in the Sales Order (“Savanta”) and the purchasing entity listed in the Sales Order or other commercial document (“Client”). The Terms govern the use of the Savanta Subscription Products including, but not limited to, BrandVue, AllVue and Virtual Personas. Capitalised terms have the meanings assigned to them in the Sales Order or master services agreement between the parties (however named) (the “Agreement”).
1.2 Savanta’s obligation to provide the Support detailed in the Agreement is dependent on the validity of the Agreement between the Parties. Should the Agreement be terminated for any reason, Savanta’s obligation to provide any form of Support will cease automatically on the occurrence of such event.
2 CLIENT SUPPORT ADMINISTRATION
2.1 Client shall designate one primary Support contact (the “Designated Support Contact” or “DSC”) who will act as the conduit for all requests from Client to Savanta relating to matters of use and troubleshooting with respect to the Service. Additional DSCs may be agreed to in Sales Order(s) subject to payment of an annual fee.
2.2 Before assuming responsibilities, the DSC(s) must complete training in the use of the Service and the Software as prescribed by Savanta or must possess skills at least at the same level as those having undertaken such training. Client agrees and understands that the Support service shall not serve for educational purposes, and Savanta retains the right to communicate to Client where DSCs appear to necessitate training.
2.3 Requests for Support shall only be submitted by the DSC by e-mail to [email protected] or an alternative e-mail address as informed by Savanta. Client shall ensure that individuals other than DSCs do not send requests for Support directly to Savanta. Savanta may however at its own discretion offer Support directly to Designated Users who are not DSCs under the terms for Additional Services. Support requests sent to Savanta from individuals other than DSCs will normally not be handled, and such circumstance shall not constitute a breach of the Agreement between the Parties by Savanta.
2.4 Requests for Support relating to errors or malfunctions will be addressed by Savanta upon Client making reasonable commercial efforts to provide documentary evidence of the errors or malfunctions including copies where applicable of all relevant error messages so that to the extent possible the error in question may be recreated.
2.5 Clients are responsible for providing Savanta with up-to-date contact details for DSCs effective from the first day of the Initial Term and updating such contact details whenever applicable throughout the Term. Such contact details should be sent by e-mail to [email protected] or an alternative e-mail address as informed by Savanta and should comprise the following information: name, address, phone, and e-mail. Failure by Client to provide this information in an accurate manner to Savanta and to update it when appropriate will result in important information not reaching Client, and Savanta shall not be held responsible for such failure of communication.
3 TYPES OF SUPPORT
3.1 During the Term of the Agreement between the Parties, Savanta will offer Client support services, Service
Enhancements, and Additional Services (jointly “Support”) as detailed in these Terms.
3.2 STANDARD SUPPORT
3.2.1 Subject to the payment of the Access and Use Fees by Client Savanta will during the Term provide Standard Support to Client in response to requests from one Designated Support Contact for no additional charge.
3.2.2 For purposes of the Agreement between the Parties, the term “Standard Support” means explanation and guidance solely in relation to Client’s use of the Software such as producing cross-tabs and analyses, Virtual Personas, questionnaires including basic questionnaire layouts and respondent handling, error code interpretations, and other related topics. Standard Support is available during Standard Support Hours (as defined in Article 4 below) by e-mail to [email protected] or an alternative e-mail address as informed by Savanta.
3.2.3 Assistance outside of Standard Support, including persistent questioning about subjects which should have been known to Client if Client had completed a training course, or where such a request is more by way of consultancy services (e.g. programming (in whole or in part) of questionnaires or reports), such assistance may at Savanta’s sole discretion be considered an Additional Service and will then, after Client has been informed by Savanta thereof, be subject to Savanta’s standard rates for the Additional Services or as specified in a Sales Order. More information regarding Additional Services can be found in Sub-Section 3.4.3 of these Terms.
3.2.4 Certain Support activities are not included in Standard Support but may be provided as Additional Services upon request at rates established by Savanta or as specified in a Sales Order, such as correction of errors or malfunctions caused in whole or in significant part by:
3.2.4.1 Client’s or itsPersonnel’s negligence;
3.2.4.2 Use of the Software outside what is described in the Documentation, as long as such use is not in contravention of the Agreement; and
3.2.4.3 Accidents and other events occasioned by Client and for which Savantais notresponsible.
3.3 SERVICE ENHANCEMENTS
3.3.1 During the Term of the Agreement between the Parties and to the extent Savanta deems it necessary Savanta will enhance the Service by upgrading the Software or the equipment supporting the Service. Software upgrades will ensure backwards compatibility unless Client’s Designated Users have been notified otherwise via e-mail no less than ninety (90) days in advance.
3.4 ADDITIONAL SERVICES
3.4.1 Subject to availability of Savanta’s resources and subject to the Parties’ agreement concerning pricing and other terms Savanta will upon Client’s request provide Client with Additional Services.
3.4.2 Rates for Additional Services will be set forth in the applicable Sales Order. Savanta shall bill Client for Additional Services in thirty (30) minute increments.
3.4.3 Additional Services are offered in the four following categories:
3.4.3.1.Professional Services/Project and Authoring Assistance:
3.4.3.2.Technical Consultancy/Systems Development: Tasks such as recovery from backups after deletion caused by client or development of custom-tailored functions.
3.4.3.3.On Site Support or User Support outside Standard Support Hours: Where Client’s Designated Support Contact requests support assistance either at its location or outside Standard Support Hours then this shall be classified as an Additional Service and payable as a consultancy service.
3.4.3.4.If a problem Savanta has tried to resolve on the assumption that it falls within the Limited Warranty does not in fact do so, Client shall subject to Client’s prior written approval pay for the Support and other services Savanta has provided to investigate the problem at the rates Savanta ordinarily charges for Additional Services.
4 STANDARD SUPPORT HOURS AND TARGET RESPONSE TIME
4.1 Savanta’s standard support hours (“Standard Support Hours”) are:
4.1.1 For agreements under the laws of a European country: 08.00-17.00 Central European Time (CET), from Monday to Friday, with the exclusion of New Year’s Day; Good Friday; Easter Monday; Christmas Day; and Boxing Day.
4.1.2 For agreements under New York or California law: 09.00-20.00 Eastern Standard Time (EST), from Monday to Friday, with the exclusion of New Year’s Day; Martin Luther King, Jr. Day; Presidents’ Day; Memorial Day; Independence Day; Labor Day; Columbus Day; Veterans Day; Thanksgiving Day; Friday following Thanksgiving Day; and Christmas Day.
4.1.3 For agreements under the laws of Australia: 09.00-17.00 Australian Eastern Standard Time (AEST), from Monday to Friday, with the exclusion of New Year’s Day; Australia Day; Good Friday; Easter Monday; Anzac Day; Queen’s Birthday; Labour Day; Christmas Day; and Boxing Day.
4.2 The Client may order support service in multiple time-zones at an additional fee upon execution of a Sales Order.
4.3 Savanta will aim at responding to Support requests according to the urgency of the request as specified below:
|
Category |
Target Response Time |
Category guidance |
|
Emergency |
2 business hours |
A Software error that renders the whole system or a substantial part of it inoperative and which is not clearly due to user errors or issues on the user end. |
|
High priority |
8 business hours |
Errors that do not affect critical parts of the Software. |
|
Medium priority |
1 business day |
Other inquiries and minor errors or error messages. Questions about functions that are not critical for start-up or finalization of a project. |
|
Other inquiries |
2 business days |
Requests about new functionality, system architecture, or similar. |
4.3.1 “Business hours” is defined as time within the Standard Support Hours.
4.3.2 “Category” can be selected by the Designated Support Contact when reporting the issue to [email protected]. Category may be changed by Savanta’s Personnel if request is not in accordance with specifications in the above table.
4.3.3 “Target Response Time” is defined as the time elapsing from receipt of the request to Savanta initiating action to resolve the issue. The time to arrive at a solution may be longer. Client will normally be informed of the status of Client’s request within the response times listed above.
4.4 Where a non-critical fault (a fault that does not substantially hinder or prevent Client from using a material part of the functionality of the software in question) is to be corrected in a forthcoming Service Enhancement, then for a period of up to ninety (90) days prior to the Service Enhancement Savanta shall be entitled to decline to provide assistance in respect of that non-critical fault.
5 TRAVEL EXPENSES
5.1 Client shall reimburse Savanta for pre-approved (in writing, including e-mail) travel expenses and living expenses (coach airfare, standard hotel, food, and rental vehicle).
SERVICE LEVEL AGREEMENT (SLA)
6 BACKUP RETENTION AND RECOVERY OF DATA HOSTED ON THE SAVANTA SAAS PLATFORM
6.1 Savanta may perform system backups, including program files, configuration files, and data files, but excluding certain types of data capable of being regenerated (see Section 6.5 below).
6.2 The backup media will be stored in a different data centre in a different region to the main data source. For example for UK South hosted applications, the backup data would be stored in UK West datacentre.
6.3 In the event of Service data loss caused by any party other than Client, Savanta shall aim to commence the data restoration process during Business hours within two (2) hours after it has become necessary and shall proceed with restoration without undue delay. If Client has caused the data loss, data recovery will be initiated within two (2) business days after receipt of a Client request and will be subject to standard charges for the recovery.
6.4 Data deposited by Client on Savanta’s Egnyte cloud instance may be permanently deleted after thirty (30) days. The SaaS Service data which is used as the source for transfer of data to the Egnyte cloud instance, will not be affected by such SFTP deletions.
6.5 Savanta may at its own reasonable discretion choose not to backup certain types of data, provided however that Savanta shall provide Client with the ability to regenerate such data via the Service based on the data that is being backed up.
6.6 Client releases Savanta and its Affiliates from liability in relation to Transient Data. Client can at any time export data from Savanta at its own discretion and at its own expense. This will not affect Savanta’s responsibilities set forth in this Section 6.
7 MAINTENANCE CATEGORIES; OUTAGE NOTIFICATIONS
7.1 Savanta may carry out the following four categories of maintenance on the SaaS platform:
7.1.1.“Maintenance Window” shall mean Monday to Friday: 01.00-02.30 Eastern Standard Time (EST) / 07.00-08.30 Central European Time (CET); and Saturday and Sunday: 01.00-04.00 EST / 07.00-10.00 CET. Daylight Savings Time observation may affect local times. Maintenance Windows may or may not be utilized by Savanta.
7.1.1.1.Designated Users, attempting to login or work in the Software during a utilized Maintenance Window may get error messages or be shown a page informing that maintenance is taking place, preventing normal access to the Service during the Maintenance Window. During such utilized Maintenance Windows, pre-scheduled tasks (such as exports, report publication, etc.) will normally be paused and resumed for execution once the maintenance is completed.
7.1.2 “Scheduled Maintenance” shall mean maintenance outside of the Maintenance Window that has been publicized by Savanta in the news area of the Software at least five (5) business days in advance. Scheduled Maintenance expected to impact (i) Designated Users outside the Maintenance Window; or (ii) Respondents for more than five (5) minutes at any time will be communicated via e-mail to Client’s Designated Users.
7.1.3 “Urgent Maintenance” shall mean the implementation of a critical patch relating to security or performance and deemed to be too urgent to wait until the next Scheduled Maintenance period or the next Maintenance Window. Savanta shall inform Client about planned Urgent Maintenance as soon as reasonably possible and with the same channels of communication as defined under Sub-Section 7.1 above.
7.1.4 “Emergency Maintenance” shall mean activities performed in connection with severe issues with the Service such as Service being unavailable and that did not allow for pre-notification of users. Emergency Maintenance shall count as Service Unavailability as defined below.
7.2 Notifications of Outages: In the event of (i) substantial deterioration of service performance or (ii) Service Unavailability; Savanta will follow this notification process:
7.2.1 If the authoring section of the Service is operational, information will be posted in the Savanta news area of the Software as soon as practically possible.
7.2.2 If access to the SaaS Hosting Environment is prevented, to the extent technically feasible, Savanta will post an unbranded, neutral maintenance page explaining that the servers are not available and requesting visitors (either Designated Users or Respondents) to return later.
7.2.3 For any Service Unavailability impacting Respondents and approaching the duration of sixty (60) minutes, Savanta will endeavor to send e-mails to all Designated Users informing about the situation. A follow-up e-mail, including preliminary cause analysis will be sent when the Service is up and running again.
7.2.4 The news section in the Software is the key repository of performance related information, and Designated Users are strongly advised to regularly check such news.
7.2.5 Savanta is not responsible for the non-delivery of e-mails due to issues outside its control, including
(i) firewall or anti-spam rules at the recipient’s end; and (ii) Designated Users who have in the
Software opted out from receipt of notifications.
8 SERVICE AVAILABILITY & UNAVAILABILITY
8.1 “Quarter” is defined according to Savanta’s financial year so that Q1 is February through April, Q2 is May through July, etc.
8.2 “Service Unavailability” shall mean the number of minutes outside of Maintenance Windows, Scheduled Maintenance, and Urgent Maintenance with complete and sustained unavailability of the parts of the Savanta Edge SaaS Hosting Environment relating to either one or more of (i) Respondents’ ability to complete web-based surveys, (ii) the ability to log in to AllVue, (iii) the ability to log in to Virtual Personas.
8.3 “Service Availability” shall be calculated as follows:
((Total number of minutes in the Quarter – Service Unavailability) / Total number of minutes in the Quarter) x 100%
9 SERVICE LEVEL AGREEMENT
9.1 Although the Service may not be uninterrupted or error-free, Savanta shall make commercially reasonable efforts to provide a ninety-nine point seven- percent (99.7%) Service Availability on a Quarterly basis (the “Service Level Agreement”).
9.2 In the event of a breach of the Service Level Agreement, Client’s sole remedy is the issuance of performance compensation days specified herein.
9.3 If Service Unavailability is sustained for more than an average of one hundred thirty-two (132) minutes per month over a Quarter, equivalent to six and a half (6 ½) hours per Quarter and to zero point three percent (0.3%) downtime, then Client shall have the right at its option, subject to Client’s retained responsibilities, to claim compensation in terms of day(s) of contractual SaaS access at no charge, or to request credit of the equivalent monetary value of the applicable compensation set forth herein, as follows:
|
Unavailability per Quarter in minutes |
Performance Compensation Days (“Compensation”) |
|
Up to 396 minutes |
None |
|
397 to 1620 minutes |
Two extra days of service at no cost |
|
1621 or more minutes |
Three extra days of service at no cost |
10 SPECIFICATIONS
10.1 Client may not claim Compensation for any Service Unavailability experienced by Client and Client’s clientsorRespondentsduetorestorationofdataordisasterrecoveryatanytimewhensuchrestoration of data or disaster recovery is due to loss of data which is not the direct or indirect fault of Savanta or Savanta's third-party suppliers.
10.2 Savanta will use reasonable efforts to minimize any impact of Maintenance Windows, Scheduled Maintenance, and Urgent Maintenance on Client, Client’s clients and respondent’s use of the Service.
10.3 Client may claim Compensation for any Service Unavailability experienced by Client, Client’s clients, or Respondents due to extensions to the Maintenance Window specified above and which have not been caused by a Force Majeure situation.
10.4 Any Service Unavailability caused by Client’s failure to comply with the System Requirements, failure to comply with the AUP, or any event otherwise classified as Force Majeure shall not be covered by this Service Level Agreement.
10.5 In addition to the notification process set forth in Section 7.2 of these Terms, Savanta shall within a reasonable time notify Client through the Savanta news area of the Software when Savanta’s monitoring system has detected a breach of this Service Level Agreement.
10.6 A quarterly report on the Service Availability will be posted on the Savanta news area or the Savanta homepage.
10.7 Service unavailability caused by failure, degradation, rate limiting, or unavailability of third-party services, including but not limited to cloud infrastructure providers, authentication services, data storage providers, and third-party AI or large language model providers, shall be excluded from the Service Availability calculation and shall not constitute a breach of the Service Level Agreement. Features relying on third-party AI services are provided on a best-effort basis and are not subject to uptime guarantees beyond Savanta’s control.
10.8 Claims for days of Compensation as described in these Terms must be presented by Client bye-mailto [contact added at time of agreement] by the fifteenth (15th) day of the month following the Quarter in which the incident occurred.
11 HOUSEKEEPING: ROUTINES AND PROCEDURES
11.1 Batch tasks. To avoid sudden activity peaks which may compromise the authoring environment, Savanta manages the execution of tasks that can run at the same time. As a result, Client may from time-to-time experience that tasks are queued and not executed exactly on the scheduled time.