SILVERILE SUPPORT & SERVICE LEVEL AGREEMENT (SLA) TERMS

1. INTRODUCTION & SCOPE

This Support & Service Level Agreement ("SLA") is incorporated into the Silverile Customer Agreement ("Master Agreement") available at silverile.com/legal/customer-agreement and specifies the level of support and service availability provided by Silverile Inc.

Support and SLAs vary by subscription tier:

• Starter Tier: Basic email support, business hours
• Professional Tier: Email, chat, and phone support, 24/7 availability
• Enterprise Tier: Dedicated support team, 24/7 availability, technical account manager

By subscribing to Silverile, you agree to these SLA terms and acknowledge the support level provided for your tier.

2. SUPPORT AVAILABILITY & HOURS

2.1 Starter Tier Support

Availability: Monday-Friday, 8:00 AM - 6:00 PM PT (Pacific Time)
Channels: Email only
Response Time: 24 business hours

Support included:

• Technical troubleshooting
• Bug reporting and escalation
• General usage questions
• Knowledge base access
• Community forum access

Not included:

• Phone support
• Chat support
• Priority queuing
• Dedicated support engineer

2.2 Professional Tier Support

Availability: 24 hours per day, 7 days per week
Channels: Email, chat, phone

Response Times:

• Critical (P1): 8 business hours
• High (P2): 8 business hours
• Medium (P3): 24 business hours
• Low (P4): 48 business hours

Support included:

• All Starter support features
• Live chat support (24/7)
• Phone support (24/7)
• Priority ticket queuing
• 2 hours of complimentary training/onboarding
• 95% SLA for response time compliance

Not included:

• Dedicated support engineer
• Technical account manager
• Custom development or consulting

2.3 Enterprise Tier Support

Availability: 24 hours per day, 7 days per week (dedicated to Enterprise customers)
Channels: Email, chat, phone, Slack (if configured)

Response Times:

• Critical (P1): 2 hours
• High (P2): 4 hours
• Medium (P3): 24 hours
• Low (P4): 48 hours

Support included:

• All Professional support features
• Dedicated Technical Account Manager (TAM)
• Direct phone line to support team
• Slack channel integration
• 40 hours of complimentary training/onboarding
• 98% SLA for response time compliance
• Quarterly business reviews (QBR) with Silverile leadership
• Priority bug fixes and feature requests
• Custom integration assistance

Not included:

• Custom development services (may be available as professional services engagement)
• Hosting or infrastructure management

3. SUPPORT CHANNELS & RESPONSE TIMES

3.1 Email Support

Email: support@silverile.com
Supports all tiers: Starter, Professional, Enterprise

Response times per tier:

• Starter: 24 business hours
• Professional: 8 business hours (High/Critical), 24 hours (Medium), 48 hours (Low)
• Enterprise: 2 hours (Critical), 4 hours (High), 24 hours (Medium), 48 hours (Low)

Include in email:

• Account name/email
• Severity level
• Detailed description of issue
• Steps to reproduce (for bugs)
• Screenshots or error logs (if applicable)

3.2 Chat Support

Portal: silverile.com (chat widget)
Supports: Professional and Enterprise tiers only

Availability:

• Professional: 24/7
• Enterprise: 24/7 with dedicated queue

Response times:

• Professional: 1 hour (peak), 30 minutes (off-peak)
• Enterprise: 30 minutes (peak), 15 minutes (off-peak)

Note: Chat is for quick questions and status updates. Complex issues are escalated to ticket system.

3.3 Phone Support

Phone: +1-480-[XXX-XXXX] (Enterprise & Professional tiers only)
Supports: Professional and Enterprise tiers

Hours:

• Professional: 24/7 (automated after-hours voicemail; callback within 24 hours)
• Enterprise: 24/7 live support

How to schedule:

• Enterprise: Direct line 24/7
• Professional: Call 24/7; after-hours voicemail; request callback within 24 business hours

3.4 Dedicated Support (Enterprise Only)

Technical Account Manager (TAM):

• Assigned at contract signature
• Proactive monitoring of your Account
• Quarterly business reviews (QBRs)
• Direct email and phone access
• Strategic guidance on feature adoption and best practices

Slack Integration (Enterprise):

• Dedicated Slack channel for communication
• Real-time notifications of system status changes
• Direct messaging with support team
• Integration with incident management

4. SEVERITY LEVELS & PRIORITIES

Support tickets are classified by severity to determine response time and priority:

4.1 Severity Level Definitions

4.2 Severity Assignment

You specify severity when submitting a ticket. Silverile reserves the right to adjust severity if the initial assessment appears incorrect:

• (a) Silverile will consult with you before downgrading severity;
• (b) Silverile may escalate severity if impact is greater than initially reported;
• (c) Severity is determined by the worst-case impact (e.g., if one user cannot access their data, but others can, it's still P2 or P3 depending on scope).

4.3 Severity Assessment Criteria

When assessing severity, consider:

• Users Affected: How many users are impacted?
• Scope: What portion of functionality is unavailable?
• Workaround: Is there a workaround available?
• Data Risk: Is there risk of data loss or corruption?
• Business Impact: Does this impact critical business operations?

5. SERVICE LEVEL COMMITMENTS (SLAs)

5.1 Uptime SLAs

Silverile commits to the following monthly uptime targets:

5.2 Uptime Definition & Measurement

"Uptime" means the percentage of time during a calendar month when Silverile Products are operational and available to you.

"Available" means:

• (a) You can authenticate to the Products;
• (b) Core features (project creation, task assignment, reporting) are operational;
• (c) API endpoints respond with HTTP 2xx or 3xx status codes;
• (d) Performance is within normal operating parameters (response time <5 seconds).

"Downtime" is measured from the moment Silverile confirms an Incident until the Products return to full availability.

Measurement: Silverile uses multiple uptime monitoring providers (Uptime Robot, Pingdom, CloudWatch) to measure availability independently.

5.3 Scheduled Maintenance Exclusion

Uptime SLAs do not include:

• (a) Scheduled Maintenance: Announced 14+ days in advance, typically outside business hours (6 PM - 8 AM PT, Sun-Thu)
• (b) Emergency Maintenance: Maintenance required for security, data integrity, or critical issues (communicated as soon as practicable)
• (c) Customer-Caused Issues: Downtime resulting from Customer's misuse, custom code, configuration errors, or inadequate infrastructure
• (d) Third-Party Service Failures: Failures of third-party services (AWS, payment processors, DNS providers) beyond Silverile's control
• (e) Force Majeure: Natural disasters, war, terrorism, government action, pandemics

5.4 Response Time SLAs

Silverile commits to the following response times by severity and tier:

Starter Tier:

Professional Tier:

Enterprise Tier:

"Response Time" means time from ticket submission to first substantive response from support team.

5.5 Resolution & MTTR Targets

Silverile targets the following Mean Time To Resolution (MTTR) but does not guarantee resolution within these windows:

6. UPTIME CREDITS & REMEDIES

6.1 Credit Eligibility

Uptime credits are the sole and exclusive remedy for Silverile's failure to meet uptime SLAs.

Credits are only issued if:

• (a) SLA Violation: Actual monthly uptime falls below the committed percentage;
• (b) Credit Request: Customer submits a credit request within 30 days of the month in which the violation occurred;
• (c) Documented Evidence: Silverile's monitoring records confirm the downtime.

6.2 Credit Calculation

Credits are calculated based on actual downtime vs. SLA commitment:

6.3 Credit Request Process

To request an uptime credit:

Email: legal@silverile.com with subject line "UPTIME CREDIT REQUEST"

Include:

• (a) Month and year of the incident;
• (b) Duration and timing of downtime;
• (c) Description of impact;
• (d) Screenshots or logs showing unavailability (if available).

Response Time: Silverile will review and respond within 15 business days.
SLA Compliance: If Silverile's monitoring confirms the SLA violation, credit is issued automatically.

6.4 Credit Application

Credits are applied as:

• (a) Account Credit: Credited against your account for future invoices (not cash refunds);
• (b) Automatic Application: Applied to your next billing cycle without additional request;
• (c) Expiration: Credits expire 12 months after issuance if not applied.

Maximum credits per month: 25% of monthly invoice amount.

6.5 Credit Limitations

Credits are not issued if downtime was caused by:

• (a) Scheduled Maintenance (announced 14+ days in advance);
• (b) Emergency Maintenance (security, data integrity, critical issues);
• (c) Customer Configuration: Custom code, integrations, or misconfiguration;
• (d) Customer Misuse: Violations of Terms of Service or Acceptable Use Policy;
• (e) Third-Party Failures: AWS, payment processors, or other sub-processors;
• (f) Force Majeure: Natural disasters, war, terrorism, government action;
• (g) Non-Payment: Customer's invoice is overdue or payment failed.

7. SUPPORT SCOPE & EXCLUSIONS

7.1 What Support Covers

Silverile support includes assistance with:

• (a) Technical Troubleshooting: Debugging issues with the Products; identifying root cause;
• (b) Product Features: How to use features; best practices; feature documentation;
• (c) Account Management: Password resets, user management, subscription changes;
• (d) Bug Reporting: Reporting suspected bugs; escalating to engineering;
• (e) Integration Support: Assistance integrating approved third-party tools (Slack, GitHub, etc.);
• (f) Performance Issues: Diagnosing performance problems; optimization recommendations;
• (g) Error Messages: Decoding and resolving error messages;
• (h) API Support: Basic API usage questions; troubleshooting API calls;
• (i) Data Export & Migration: Assisting with data exports and migrations (limited for Starter tier).

7.2 What Support Does Not Cover

Silverile does not provide support for:

• (a) Custom Development: Building custom features, scripts, or code (requires professional services engagement);
• (b) Third-Party Applications: Support for non-authorized integrations (Jira, Asana, Monday, etc.). Contact third-party vendor.
• (c) Infrastructure Issues: Hosting, networking, DNS, email server issues;
• (d) Customer Data Issues: Data recovery beyond documented backup procedures; data corruption caused by Customer misuse;
• (e) Competitive Products: Advice on integrating or using competing products;
• (f) General IT Support: Operating system issues, network troubleshooting, device issues;
• (g) Pre-Sales Questions: Product capabilities for customers not yet subscribed (contact sales team);
• (h) Billing Disputes: Billing inquiries (contact billing@silverile.com);
• (i) Feature Requests: Requesting new features or enhancements (submit feedback via in-product form);
• (j) Professional Services: Implementation, training, or consulting (separate engagement required).

7.3 Support Limits

• (a) Ticket Limit: Starter tier is limited to 20 open support tickets at any time. Additional tickets are queued.
• (b) Scope: Support is limited to issues within your Account and use of Products. Silverile does not debug customer-built integrations.
• (c) Time Limits: Phone calls are limited to 1 hour unless extended by mutual agreement.

8. SUPPORT TICKETS & CASE MANAGEMENT

8.1 Ticket Creation

To create a support ticket:

• Option 1: Email: support@silverile.com
• Option 2: Support Portal: silverile.com (create ticket)
• Option 3: In-Product: Help menu > Submit Support Request

Include:

• (a) Account name/email;
• (b) Severity level (Critical, High, Medium, Low);
• (c) Detailed description of issue;
• (d) Steps to reproduce (for bugs);
• (e) Expected behavior vs. actual behavior;
• (f) Screenshots or error logs;
• (g) Affected users/projects;
• (h) When the issue started.

8.2 Ticket Tracking & Updates

• (a) Ticket ID: You receive a ticket ID (e.g., #123456) upon creation;
• (b) Status: Check ticket status anytime at silverile.com;
• (c) Updates: Silverile sends email updates as the ticket progresses;
• (d) Closure: Ticket is marked resolved when issue is fixed or workaround provided;
• (e) Reopening: You may reopen a closed ticket within 30 days if issue persists.

8.3 Ticket Closure

Tickets may be closed if:

• (a) Issue is resolved;
• (b) Workaround is provided and accepted;
• (c) No activity for 7 days (Silverile sends notice before closure);
• (d) Customer requests closure.

Closed tickets may be reopened within 30 days.

9. MAINTENANCE WINDOWS

9.1 Scheduled Maintenance

Silverile performs scheduled maintenance to ensure security, stability, and performance.

Maintenance Window: Typically Sunday-Thursday, 6:00 PM - 8:00 AM PT (Pacific Time)
Frequency: 1-2 times per month (typically 1-4 hours per maintenance window)

Notice: Silverile provides 14 days' advance notice via:

• (a) Email to Account Administrators;
• (b) Status page (silverile.com);
• (c) In-product banner 7 days before maintenance.

9.2 Maintenance Impact

During scheduled maintenance, you may experience:

• (a) Brief service interruptions (seconds to a few minutes);
• (b) Reduced performance while updates are deployed;
• (c) API latency;
• (d) Feature unavailability during the maintenance window.

9.3 Emergency Maintenance

Silverile may perform emergency maintenance without advance notice if:

• (a) Security vulnerability is discovered;
• (b) Critical data integrity issue requires immediate fix;
• (c) System stability is at risk.

Notification: Silverile notifies you of emergency maintenance as soon as practicable (typically within 1 hour).

9.4 Maintenance Exclusion from SLA

Scheduled maintenance windows are excluded from uptime SLA calculations. Emergency maintenance is included but may not be credited if unavoidable for security/stability reasons.

10. SERVICE LIMITS & MONITORING

10.1 Fair Use Limits

• (a) API Rate Limits: Starter: 10,000 calls/month; Professional: 100,000/month; Enterprise: Unlimited
• (b) Storage: Starter: 5 GB; Professional: 100 GB; Enterprise: Unlimited
• (c) Concurrent Users: All tiers: Unlimited (users are counted monthly)
• (d) Concurrent Requests: Starter: 10; Professional: 50; Enterprise: Unlimited

Exceeding limits: Silverile may throttle requests or require tier upgrade.

10.2 Monitoring & Alerts

• (a) System Monitoring: Silverile monitors system health 24/7 for uptime, performance, and security.
• (b) Usage Alerts: You receive alerts when approaching tier limits (80%, 100%).
• (c) Performance Alerts: You are notified if your usage significantly impacts other customers.

10.3 Service Degradation

If your usage significantly degrades service for other customers, Silverile may:

• (a) Throttle your requests;
• (b) Require tier upgrade;
• (c) Restrict specific features;
• (d) Suspend access until issue is resolved.

11. ESCALATION & MANAGEMENT REVIEW

11.1 Escalation Path

If you are unsatisfied with support, you may escalate:

11.2 Escalation Criteria

Valid reasons for escalation:

• (a) Support team is unresponsive;
• (b) Support team misunderstands or mishandles issue;
• (c) Issue is not resolved within reasonable timeframe;
• (d) Support violates SLA terms;
• (e) You believe severity level is incorrect.

11.3 Management Review

For Enterprise customers, Silverile offers quarterly business reviews (QBRs) including:

• (a) Review of support tickets, trends, and issues;
• (b) Strategic discussion of feature adoption and optimization;
• (c) Discussion of roadmap and upcoming features;
• (d) Feedback and satisfaction survey.

12. CONTACT INFORMATION

By subscribing to Silverile, you agree to these Support & SLA Terms.

Last Updated: January 2, 2026