This General Support Service Level Agreement (“SLA”) defines the supportable Customer support requests, hours, response times, fees, contact information, and resolution timelines of The Exchange Global Server Centre Inc.’s (“GSC”) support departments for any reported Customer support requests. The terms of this SLA covers all of GSC’s support services not expressly covered in an existing specific Customer Support Agreement or Customer Service Level Agreement.
Supportable Customer Support Requests
A Customer support request is “Supportable” at GSC’s discretion if it is regarding services, equipment or applications that are hosted by, provided by or developed by GSC.
Any Customer support requests that are not Supportable will either be referred to a third party for support or dealt with on a best effort basis by GSC and are not subject to the Response and Resolutions timelines (Sections 4 and 5) of this SLA.
Hours of Support
GSC’s hours of support are defined below:
“Regular Hours” are between 09:00 and 17:00 Central Daylight Time (Winnipeg, Manitoba, Canada) Monday through Friday excluding statutory holidays as observed in Manitoba, Canada.
All hours outside of those defined in Regular Hours above are to be considered “After Hours” by this SLA.
The "Business Day" is considered to be Monday through Friday excluding statutory holidays as observed in Manitoba, Canada
Support Response Timelines
GSC will respond to any reported issue within one (1) business day
A Customer may request an escalated Emergency Response to any issue which will be responded to within one (1) hour. Emergency Response requests may cause the Customer to incur additional fees as per Section 7 of this SLA.
The resolution timelines and support request priority definitions that are effective once Customer has received a response from GSC are defined in Section 5 of this SLA.
Emergency Customer Support Requests:
An Emergency Customer support request is defined as Supportable business critical services or equipment are not functioning stopping regular operation for some or all Customer users or Customer services.
For Emergency Customer support requests, GSC will begin working on a resolution as soon as a response has been sent to the Customer regarding the Customer support request.
Emergency support requests as defined by GSC are not subject to Emergency Response request fees indicated in Section 7 of this SLA.
Urgent Customer Support Requests:
An Urgent Customer support request is defined as Supportable business critical services or equipment are malfunctioning affecting, but not stopping, regular operation for some or all Customer users or Customer services.
For Urgent Customer support requests, GSC will begin working on a resolution immediately during Regular Hours.
Non-Urgent Customer Support Requests:
A Non-Emergency Customer support request is defined as Supportable services or equipment are not functioning or are malfunctioning, but not affecting regular operation for some or all Customer users or Customer services.
For Non-Emergency Customer support requests, GSC will add the Customer support request to the GSC support work schedule to begin resolution within two (2) business days. All such work will be done during Regular Hours.
Planned Customer Support Requests:
A Planned Customer support request is defined as a change to Supportable services or equipment that will affect regular function for some or all Customer users or Customer services either in the process of making the change or by not making the change within certain time constraints.
For Planned Customer support requests, resolution work will be scheduled based upon Customer’s time requirements. These Customer support requests must be reported to support at least two (2) business days before the work is required to be done to ensure that the work will be scheduled during the required time.
All Customer support request priority definitions are determined at GSC’s discretion
Support Ticket System:
All GSC support requests must be referenced to a ticket in the GSC Support Ticket System. Customers may access the Support Ticket System at:
When replying to any already created ticket or in the event that a Customer is not able to access the Support Ticket System, Customers may update or create tickets by sending requests to the GSC Support Email:
Emergency Support Phone:
To request Emergency Response for any already created ticket or in the event that a Customer is not able to access the Support Ticket System or Support Email, Customers may contact the GSC support team via the Emergency Support Phone:
If none of GSC’s support representatives are immediately able to take a Customer call, Customer’s should leave a voice mail in the GSC support voice mail box as the voice message will get sent and paged to all of the GSC Support team.
Any Customer support requests not reported using the above means of contact are not subject to the Support Response Times or Resolution Timelines defined in this SLA.
GSC’s fees for Technical Support are defined below:
For Technical Support during Regular Hours the fee is $100 per hour; any travel time spent while responding to a Customer support request is billable.
For Technical Support during After Hours the fee is $150 per hour; any travel time spent while responding to a Customer support request is billable.
GSC’s fees for Development Support are defined below:
For Development Support during Regular Hours the fee is $125 per hour; any travel time spent while responding to a Customer support request is billable.
For Development Support during After Hours the fee is $175 per hour; any travel time spent while responding to a Customer support request is billable.
GSC’s fees for Emergency Response requests are $250 per Emergency Response request.
Emergency Response request fees are waived in the event that the issue is a GSC recognized Emergency Customer support request as defined in Section 5 of this SLA
All expenses incurred by GSC as a result of support services or travel done for any reported Customer support request is billable.
All fees incurred during a service month as a result of any rendered support services will be presented on Customer’s next monthly invoice and will be subject to all GSC payment terms.
Right to Access
Customer agrees to provide all necessary electronic and physical access required by GSC in the fulfillment of this SLA. This includes, without limitation, passwords, remote access, workstation use and/or access to secure areas at Customer premises. Customer refusal to provide GSC the access necessary for fulfillment of this SLA will result in the invalidation of the terms of this SLA.
The terms of this SLA will not be held valid if GSC is prevented from fulfilling any of the terms of this SLA due to:
Customer behavior or performance or failure of Customer equipment.
Circumstances beyond GSC’s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of interruption or delay in telecommunications or third party services (including DNS propagation), failure of third party software or hardware.
This SLA is subject to change without notice. Please check support.globalservercenter.ca for the most current version of this SLA (https://support.globalservercenter.ca/agreement.html ).