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Service-Level and Support Terms

  • The Platform shall be available 99.5%, measured monthly, excluding holidays and weekends and scheduled maintenance. If Customer requests maintenance during normal business hours, any uptime or downtime calculation will exclude periods affected by such maintenance. Further, any downtime resulting from outages of third-party connections or utilities or other reasons beyond Rithm’s control will also be excluded from any such calculation.
  • Customer’s sole and exclusive remedy, and Rithm’s entire liability, in connection with the Platform availability shall be that for each period of downtime lasting longer than twenty-four hours, Rithm will credit Customer 1% of the Subscription Fees received during the month of failure to applied for the following month. Downtime shall begin to accrue as soon as Customer recognizes that downtime is taking place and has informed Rithm’s help desk via email, and shall continue until the availability of the Platform is restored.
  • Rithm’s blocking of data communications or other services in accordance with the Agreement or its policies shall not be deemed to be a failure of Rithm to provide adequate service levels under this Agreement.
  • Severity Identification and Triage Process As with any software platform, there will be bugs and defects, affecting the overall robustness, accuracy, performance, and user experience of the Platform. Rithm uses the following process to address and triage defects and will follow these steps to categorize them appropriately for the Customer:
  • Assess the type of defect and severity of impact:
    1. Is the Platform unavailable or are Authorized Users unable to access Customer Data with which they have permission? This is a Level One Performance Outage (L1 Performance Outage). If no, then…
    2. Is the Platform overly slow where certain features and capabilities require too much waiting time for Authorize Users to effectively use the Rithm system in accordance with the Platform’s documentation? If yes, then this is a Level Two Performance Outage (L2 Performance Outage). If no, then…
    3. Has an infrequent, but unexpected temporary outage occurred where the Platform returns information, but some data is lost in the process in a manner inconsistent with the Platform’s documentation? If yes, then this is a Level Three Performance Outage (L3 Performance Outage). If no, then…
    4. Does the defect prevent the completion of tasks, all security rules to be violated, or cause a corruption of Customer Data? If yes to any of these, this is considered a Level One Critical Defect (L1 Critical Defect). If no, then…
    5. Does the defect result in confusion or the inability for Authorized Users to perform flows and processes other than as designed? If yes, to any of these or similar types of challenges, then this is considered a Level Two Moderate Defect (L2 Moderate Defect). If no, then…
    6. Is the defect related to features being too hard to use, incomplete, or not optimal? These defects are design limitations that decrease the usability of the product. If yes, then this is considered a Level One Enhancement (L1 Enhancement). If no, then…
    7. All other identified defects are considered Level Two Enhancement (L2 Enhancement). These might include inadequate, inaccurate, or missing product help or training information.
    8. Assess how widely the users of the Platform are affected by the defect:
      1. System wide defect
      2. Isolated to narrowed functionality
      3. Limited to a single user experience
  • Assess the degree to which Authorized Users are unable to do their jobs:
    1. Complete shutdown of production
    2. Slowdown of production with negative impacts
    3. Inconvenience or longer-term degradation of productivity

Severity Guide

For Rithm to provide development support to deliver the prescribes solution, there will be dedicated resources to meet a scale of urgency identified by the following table (Figure 1: Severity Guide).

rithmXO - Services-Level and Support Terms

Support Services and these service levels do not apply to custom software development created by Rithm or using the Platform.

Support Terms

As part of the delivery of the Platform, Rithm will provide a Primary Point of Contact through rithmXO platform, and such point of contact will liaise with the Customer’s designated Account Administrator.

Rithm provides 2 components for communications between Customer and Rithm:

  1. In-app (Rithm Software) widget to initiate a support ticket, available 24×7 to submit questions and feedback. Responses will be within 3 hours (Sunday 10 PM through Saturday 8 PM MT).
  2. Dedicated Customer email address for reporting more urgent trouble tickets and addressing inquiries of any sort: rithmXO.support@rithmXO.com (response within 2 Hours, M-F excluding holidays).