{"id":57164,"date":"2026-03-19T09:39:33","date_gmt":"2026-03-19T09:39:33","guid":{"rendered":"https:\/\/savanta.com\/us\/savanta-subscription-products-slas-and-support-terms\/"},"modified":"2026-05-22T16:44:23","modified_gmt":"2026-05-22T16:44:23","slug":"savanta-subscription-products-slas-and-support-terms","status":"publish","type":"page","link":"https:\/\/savanta.com\/us\/savanta-subscription-products-slas-and-support-terms\/","title":{"rendered":"Savanta Subscription Products SLAs and Support Terms"},"content":{"rendered":"
\r\n
\r\n
\r\n
\n
\n

1. INTRODUCTION<\/strong><\/p>\n

1.1.<\/strong> These Savanta Subscription Products SLAs and Support Terms (\u201cTerms\u201d) are agreed between the Savanta entity listed in the Sales Order (\u201cSavanta\u201d) and the purchasing entity listed in the Sales Order or other commercial document (\u201cClient\u201d). 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 \u201cAgreement\u201d).<\/p>\n

1.2.<\/strong> Savanta\u2019s 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\u2019s obligation to provide any form of Support will cease automatically on the occurrence of such event.<\/p>\n

2. CLIENT SUPPORT ADMINISTRATION<\/strong><\/p>\n

2.1.<\/strong> Client shall designate one primary Support contact (the \u201cDesignated Support Contact\u201d or \u201cDSC\u201d) 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.<\/p>\n

2.2.<\/strong> 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.<\/p>\n

2.3.<\/strong> Requests for Support shall only be submitted by the DSC by e-mail to tech.support@savanta.com 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.<\/p>\n

2.4.<\/strong> 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.<\/p>\n

2.5.<\/strong> 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 tech.support@savanta.com 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.<\/p>\n

3. TYPES OF SUPPORT<\/strong><\/p>\n

3.1.<\/strong> During the Term of the Agreement between the Parties, Savanta will offer Client support services, Service<\/p>\n

Enhancements, and Additional Services (jointly \u201cSupport\u201d) as detailed in these Terms.<\/p>\n

3.2. STANDARD SUPPORT<\/strong><\/p>\n

3.2.1.<\/strong> 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.<\/p>\n

3.2.2.<\/strong> For purposes of the Agreement between the Parties, the term \u201cStandard Support\u201d means explanation and guidance solely in relation to Client\u2019s 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 tech.support@savanta.com or an alternative e-mail address as informed by Savanta.<\/p>\n

3.2.3.<\/strong> 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\u2019s sole discretion be considered an Additional Service and will then, after Client has been informed by Savanta thereof, be subject to Savanta\u2019s 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.<\/p>\n

3.2.4.<\/strong> 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:<\/p>\n

3.2.4.1.<\/strong> Client\u2019s or its Personnel\u2019s negligence;<\/p>\n

3.2.4.2.<\/strong> Use of the Software outside what is described in the Documentation, as long as such use is not in contravention of the Agreement; and<\/p>\n

3.2.4.3.<\/strong> Accidents and other events occasioned by Client and for which Savanta is not responsible.<\/p>\n

3.3. SERVICE ENHANCEMENTS<\/strong><\/p>\n

3.3.1.<\/strong> 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. We will let you know when we make a change, if it affects the service.<\/p>\n

3.4. ADDITIONAL SERVICES<\/strong><\/p>\n

3.4.1.<\/strong> Subject to availability of Savanta\u2019s resources and subject to the Parties\u2019 agreement concerning pricing and other terms Savanta will upon Client\u2019s request provide Client with Additional Services.<\/p>\n

3.4.2.<\/strong> 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.<\/p>\n

3.4.3.<\/strong> Additional Services are offered in the four following categories:<\/p>\n

3.4.3.1.<\/strong> Professional Services\/Project and Authoring Assistance:<\/p>\n

3.4.3.2.<\/strong> Technical Consultancy\/Systems Development: Tasks such as recovery from backups after deletion caused by client or development of custom-tailored functions.<\/p>\n

3.4.3.3.<\/strong> On Site Support or User Support outside Standard Support Hours: Where Client\u2019s 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.<\/p>\n

3.4.3.4.<\/strong> 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\u2019s 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.<\/p>\n

4. STANDARD SUPPORT HOURS AND TARGET RESPONSE TIME<\/strong><\/p>\n

4.1.<\/strong> Savanta\u2019s standard support hours (\u201cStandard Support Hours\u201d) are 08.00-17.00 Central European Time (CET), from Monday to Friday, with the exclusion of UK public holidays.<\/p>\n

4.2.<\/strong> Savanta will aim at responding to Support requests according to the urgency of the request as specified below:<\/p>\n<\/div>\n

\n
\n

 <\/p>\n\n\n\n\n\n\n\n\n
Category<\/th>\nTarget Response Time<\/th>\nCategory Guidance<\/th>\n<\/tr>\n<\/thead>\n
Emergency<\/td>\n2 business hours<\/td>\nA 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.<\/td>\n<\/tr>\n
High Priority<\/td>\n8 business hours<\/td>\nErrors that do not affect critical parts of the Software. Questions about the Software's functions that are critical for immediate start-up or finalisation of a project.<\/td>\n<\/tr>\n
Medium Priority<\/td>\n1 business day<\/td>\nOther inquiries and minor errors or error messages. Questions about functions that are not critical for start-up or finalisation of a project.<\/td>\n<\/tr>\n
Other Inquiries<\/td>\n2 business days<\/td>\nRequests about new functionality, system architecture, or similar.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<\/div>\n
<\/div>\n
\n

4.2.1.<\/strong> \u201cBusiness hours\u201d is defined as time within the Standard Support Hours.<\/p>\n

4.2.2.<\/strong> \u201cCategory\u201d can be selected by the Designated Support Contact when reporting the issue to tech.support@savanta.com. Category may be changed by Savanta\u2019s Personnel if request is not in accordance with specifications in the above table.<\/p>\n

4.2.3.<\/strong> \u201cTarget Response Time\u201d 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\u2019s request within the response times listed above.<\/p>\n

4.3.<\/strong> 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.<\/p>\n

5. TRAVEL EXPENSES<\/strong><\/p>\n

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).<\/p>\n<\/div>\n

SERVICE LEVEL AGREEMENT (SLA)<\/strong><\/p>\n<\/section>\n

\n
\n

6. MAINTENANCE CATEGORIES; OUTAGE NOTIFICATIONS<\/strong><\/p>\n

6.1.<\/strong> Savanta may carry out the following three categories of maintenance on the Subscription Products:<\/p>\n

6.1.1.<\/strong> \u201cMaintenance Window\u201d shall mean Monday to Friday: 07.00-08.30 Central European Time (CET); and Saturday and Sunday: 07.00-10.00 CET. Daylight Savings Time observation may affect local times. Maintenance Windows may or may not be utilized by Savanta.<\/p>\n

6.1.1.1.<\/strong> 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.<\/p>\n

6.1.2.<\/strong> \u201cUrgent Maintenance\u201d shall mean the implementation of a critical patch relating to security or performance and deemed to be too urgent to wait until 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 6.1 above.<\/p>\n

6.1.3.<\/strong> \u201cEmergency Maintenance\u201d 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.<\/p>\n

6.2.<\/strong> Notifications of Outages: In the event of (i) substantial deterioration of service performance or (ii) Service Unavailability; Savanta will follow this notification process:<\/p>\n

6.2.1.<\/strong> 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.<\/p>\n

6.2.2.<\/strong> 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 them about the situation. A follow-up e-mail, including preliminary cause analysis will be sent when the Service is up and running again.<\/p>\n

6.2.3.<\/strong> 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\u2019s end; and (ii) Designated Users who have in the Software opted out from receipt of notifications.<\/p>\n<\/div>\n

\n
\n

7. SERVICE AVAILABILITY & UNAVAILABILITY<\/strong><\/p>\n

7.1.<\/strong> \u201cQuarter\u201d is defined according to Savanta\u2019s financial year so that Q1 is February through April, Q2 is May through July, etc.<\/p>\n

7.2.<\/strong> \u201cService Unavailability\u201d shall mean the number of minutes outside of Maintenance Windows and Urgent Maintenance with complete and sustained unavailability of the relevant Savanta Subscription Product, involving either (i) Respondents\u2019 ability to complete web-based surveys, (ii) the ability to log in to AllVue, or (iii) the ability to log in to Virtual Personas.<\/p>\n

7.3.<\/strong> \u201cService Availability\u201d shall be calculated as follows:<\/p>\n

((Total number of minutes in the Quarter \u2013 Service Unavailability) \/ Total number of minutes in the Quarter) x 100%<\/p>\n

8. SERVICE LEVEL AGREEMENT<\/strong><\/p>\n

8.1.<\/strong> 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 \u201cService Level Agreement\u201d).<\/p>\n

8.2.<\/strong> In the event of a breach of the Service Level Agreement, Client\u2019s sole remedy is the issuance of performance compensation days specified herein.<\/p>\n

8.3.<\/strong> 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 \u00bd) hours per Quarter and to zero point three percent (0.3%) downtime, then Client shall have the right at its option, subject to Client\u2019s 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:<\/p>\n<\/div>\n<\/div>\n

\n
<\/div>\n
\n
\n\n\n\n\n\n\n\n
Unavailability per Quarter (minutes)<\/th>\nPerformance Compensation<\/th>\n<\/tr>\n<\/thead>\n
Up to 396 minutes<\/td>\nNone<\/td>\n<\/tr>\n
397 to 1,620 minutes<\/td>\nTwo extra days of service at no cost<\/td>\n<\/tr>\n
1,621 or more minutes<\/td>\nThree extra days of service at no cost<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<\/div>\n<\/div>\n

<\/p>\n

\n
\n

9. SPECIFICATIONS<\/strong><\/p>\n

9.1.<\/strong> Client may not claim Compensation for any Service Unavailability experienced by Client and Client\u2019s clients or Respondents due to restoration of data or disaster recovery at any time when such restoration 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.<\/p>\n

9.2.<\/strong> Savanta will use reasonable efforts to minimize any impact of Maintenance Windows and Urgent Maintenance on Client, Client\u2019s clients and respondent\u2019s use of the Service.<\/p>\n

9.3.<\/strong> Client may claim Compensation for any Service Unavailability experienced by Client, Client\u2019s clients, or Respondents due to extensions to the Maintenance Window specified above and which have not been caused by a Force Majeure situation.<\/p>\n

9.4.<\/strong> Any Service Unavailability caused by Client\u2019s 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.<\/p>\n

9.5.<\/strong> 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\u2019s control.<\/p>\n

9.6.<\/strong> Claims for days of Compensation as described in these Terms must be presented by Client by e-mail to tech.support@savanta.com by the fifteenth (15th) day of the month following the Quarter in which the incident occurred.<\/p>\n

10. HOUSEKEEPING: ROUTINES AND PROCEDURES<\/strong><\/p>\n

10.1<\/strong> 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.<\/p>\n<\/div>\n<\/div>\n

<\/p>\n