1. Purpose
This SLA defines the support services offered by LogicIQ (“Provider”) to customers who have subscribed to a paid support plan for the open-source software developed by Provider and listed on Provider`s website logiciq.ca (the “Software”). This SLA does not apply to free, community-based usage of the Software.
2. Scope of Support
Support services include:
- Assistance with installation, configuration, and upgrade guidance
- Troubleshooting of bugs and performance issues
- Workarounds or fixes for confirmed defects in the supported version(s)
- Access to documentation, knowledge base, and security advisories
Exclusions:
- Custom development, feature requests, or integration with third-party systems (unless part of a separate agreement)
- Issues arising from modifications to the Software’s source code by the Customer
- Use of unsupported or end-of-life versions of the Software
- Problems caused by third-party software, hardware, or network infrastructure
3. Support Tiers & Availability
Provider offers the following support tiers:
Basic plan
| Priority | Response Time | Severity Definition | Support Hours, PST timezone |
|---|---|---|---|
| Low | Within 5 business days | Non-critical issues (e.g., documentation questions, minor bugs) | 9 AM – 5 PM [Time Zone], Mon–Fri |
| Medium | Within 20 business hours | Significant functionality impacted, workaround available | 24/5 (Mon–Fri, 24 hrs) |
| High | Within 6 business hours | System down or major data loss, no workaround | 24/5 (Mon–Fri, 24 hrs) |
Business plan
| Priority | Response Time | Severity Definition | Support Hours, PST timezone |
|---|---|---|---|
| Low | Within 2 business days | Non-critical issues (e.g., documentation questions, minor bugs) | 9 AM – 5 PM, Mon–Fri |
| Medium | Within 8 business hours | Significant functionality impacted, workaround available | 24/5 (Mon–Fri, 24 hrs) |
| High | Within 3 business hours | System down or major data loss, no workaround | 24/5 (Mon–Fri, 24 hrs) |
Enterprise plan
| Priority | Response Time | Severity Definition | Support Hours, PST timezone |
|---|---|---|---|
| Low | Within 2 business days | Non-critical issues (e.g., documentation questions, minor bugs) | 9 AM – 5 PM, Mon–Fri |
| Medium | Within 4 business hours | Significant functionality impacted, workaround available | 24/5 (Mon–Fri, 24 hrs) |
| High | Within 2 business hours | System down or major data loss, no workaround | 24/7 |
Severity levels are determined at Provider’s reasonable discretion.
4. Service Availability
- The Software itself is provided “as-is” under its open-source license (e.g., Apache 2.0, GPL).
- This SLA covers only the support services, not uptime or performance of the Software when self-hosted.
- If Provider hosts the Software (e.g., SaaS offering), separate uptime commitments may apply.
5. Issue Resolution
- Provider will use commercially reasonable efforts to resolve reported issues.
- Resolution may include: guidance, patches, hotfixes, or escalation to engineering teams.
- No guarantee of resolution timelines beyond initial response time.
6. Customer Responsibilities
- Maintain supported Software version(s)
- Provide necessary logs, configurations, and environment details
- Designate authorized contacts for support communication
- Not publicly disclose unresolved security vulnerabilities without coordination
7. Limitations of Liability
- THE SOFTWARE IS PROVIDED UNDER AN OPEN-SOURCE LICENSE AND IS WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED.
- Provider’s liability under this SLA is limited to the fees paid by Customer for support services in the preceding 3 months.
- In no event shall Provider be liable for indirect, incidental, or consequential damages.
8. Changes to SLA
Provider may update this SLA with 30 days’ notice via email or public posting. Continued use of support services constitutes acceptance.
9. Governing Law
This SLA is governed by the laws of Canada.
Contact for Support:
Portal: helpdesk.logiciq.ca