Service Agreement Scope

HerculesAI support coverage and SLA responsibilities are strictly confined within the software produced and integrations provided by HerculesAI and do NOT include Any 3rd party software, Operating System, or other related system support.  Those functions remain within the responsibilities of the Firm IT department. The following Services are provided to facilitate support of HerculesAI products:

• Monitored email support

• Remote assistance using Remote Desktop and a Virtual Private Network where available

• Planned or Emergency Onsite assistance (extra costs apply)

• Support Escalation Services

Customer Requirements

Customer responsibilities and/or requirements include:

• Reasonable availability of customer representative(s) when resolving a service-related incident or request.

HerculesAI may need to work with end users directly to resolve issues however HerculesAI support is not intended to be end user support, therefore please list the people from your IT department authorized to contact HerculesAI support. The list should include the follow columns: Name, role, email, and phone number.

Server Provider Requirements

Service Provider responsibilities and/or requirements in support of this Agreement include:

• Appropriate notification to Customer for all scheduled maintenance.

• As part of project implementation transition to Support, HerculesAI will provide specific support credentials and resources for requesting support via email, phone, and support escalation channel information to the Client IT Team.

Sever Management

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.

Service Request Availability

Coverage parameters specific to the service(s) covered in this Agreement are as follows:

• Telephone support: 24/7 support

• Email support: Monitored 24/7

Service requests:

• [Tier 1] Service outage impacing a signficant population of users

  • Response time: 2 hours

  • Escalation time: 4 hours

• [Tier 1] Inability to open the HerculesAI application

  • Response time: 2 hours

  • Escalation time: 4 hours

• [Tier 1] Inability to send and recieve emails to HerculesAI

  • Response time: 2 hours

  • Escalation time: 4 hours

• [Tier 2] Reduced functionality or performance for users and their ability to work due to HerculesAI add-in or iOS app

  • Response time: 12 hours

  • Escalation time: 24 hours

• [Tier 2] Inability to file to document management system or attach file to email from document management system

  • Response time: 12 hours

  • Escalation time: 24 hours

• [Tier 2] Inability to collect time on device

  • Response time: 12 hours

  • Escalation time: 24 hours

• [Tier 3] HerculesAI add-in or iOS app training, software, functionality (how-to) enquires or bugs

  • Response time: 3 business days

• [Tier 3] Functionality requests

  • Response time: 5 days

Support Contacts

Support Email: support@hercules.ai
HerculesAI (ZERO) Support: Support Portal

Escalation contact numbers will be provided during project kickoff.