Glassbox Service Level Agreement
THIS SERVICE LEVEL AGREEMENT (“Agreement”) is entered into between the respective glassbox entity (“Glassbox”), and the party who has entered into an order form or other software licensing agreement (the “Customer”). Defined terms used herein shall have the meaning set forth in either the order form or software licensing agreement.
1. Glassbox Solution and Services
1.1. Subject to Maintenance (as defined below), Glassbox will provide Customer with uninterrupted, real-time electronic access to the Glassbox Solution and Services.
1.2. Minor Version upgrades will be scheduled by the Glassbox team. Major Version upgrades will be scheduled with Customers and the Glassbox Services team.
2. Availability and Maintenance
2.1. System Availability. The Glassbox Solution and Hosting Services shall have a Monthly Uptime Percentage of 99.5% (“System Availability Commitment”).
2.2. Maintenance and Scheduled Down Time. Glassbox shall use its best efforts to minimize Glassbox Availability Downtime resulting from Maintenance. To the extent feasible, general Maintenance will be performed outside of Business Hours.
3. Notification and Event Response
3.1. Event Response. Glassbox will be responsible for responding to any event that causes or may cause an interruption to the Glassbox Solution (an “Incident”).
3.1.1. The following will not be considered Incidents: any nonconformity resulting from Customer’s misuse (including usage volume in excess of 30% of the agreed-upon volume), improper use (which includes Customer configurating the Glassbox Solution outside of communicated best practices, documented use cases, or against Glassbox recommendations), alteration, misuse, unauthorized repair or damage to the Glassbox Solution, or in the event that the Glassbox Solution is altered, modified or adjusted in any manner by any third party other than Glassbox. In case of on-premise deployment, Customer’s combination or merging the Glassbox Solution with any hardware or software not supplied or identified as compatible by Glassbox will not be considered an Incident.
3.1.2. Glassbox shall not be responsible for correcting Incidents that are related to any Minor Version received from Glassbox and not installed by Customer, if such Minor Version would have corrected or prevented such Incident.
3.2. Customer Support Services. Support will be available during the Service Window. Glassbox’s technical support team will respond to an Incident reported by Customer in accordance with the terms of this Agreement.
3.3. Support Channels. Glassbox will maintain a Glassbox Support Portal and support email, with trained staff capable of rendering the Support Services.
3.4. Reporting. In order to receive the Support Services, Customer must notify Glassbox of any Incident and provide Glassbox sufficient details to diagnose and reproduce the Incident. The Support Services will be provided via remote access. Customer acknowledges that failure to provide Glassbox with remote access may result in delays in providing the Support Services, which will not count against Glassbox’s Response Time targets.
3.5. Severity Levels. Incidents are categorized as follows:
3.6. “Urgent” (Sev 1) means an issue resulting in a total loss of core functionality or a downtime or masking data. No workaround is available.
3.7. “High” (Sev 2) means an issue resulting in a total loss of core functionality or a downtime or masking data. No workaround is available.
3.8. “Medium” (Sev 3) means an issue affecting production but not causing severe interference to production-related operations, or an issue that can be solved by using a workaround.
3.9. “Low” (Sev 4) means the issue is of minor functionality or a cosmetic issue with minimal operational disruption. A workaround exists. The issue is inconvenient but does not significantly impact the overall system performance or user experience. Examples include minor UI bugs, incorrect display of non-critical information, etc.
3.10. Response Target. Upon discovering, or receiving notification of an Incident, Glassbox shall respond the Incident as follows:
| Severity Level | Response Time (via Glassbox Support Portal) | Examples | |
|---|---|---|---|
Urgent (Sev 1) | 4 hours | Glassbox Solution outage as results from Glassbox | |
High (Sev 2) | 1 Business Day | Customer’s site page error as results from Glassbox | |
| Medium/Low (Sev 3/4) | 2 Business Days | Application Bug/ clarification regarding functionality |
4. Exclusions; Limitations.
4.1. On-Prem Limitations. Solely for on-prem deployment, the following limitations apply:
i. Glassbox will not support any Major Version of the Glassbox Solution, which is older than the latest Major Version, provided that Glassbox shall continue to support one (1) prior Major Version for six (6) months to allow Customer to implement the newest Major Version.
ii. If the reported problem is not related to the Glassbox Solution and its operation and is determined to be due to hardware and/or third-party system or application software conflicts, Glassbox reserves the right to charge additional fees, plus travel and expenses to diagnose the problem.
iii. Customer must have either internal or third-party support of the hardware, operating system, firewalls, proxy servers, etc. to allow the Glassbox Solution to be used.
iv. Glassbox has no obligation to correct errors caused by the use of the Glassbox Solution in (a) combination with any other software not originally intended to be used together, or (b) installed in an operating environment other than those originally agreed by Glassbox.
4.2. Cloud Limitations. In addition to section 3.1.1., Glassbox will have no obligation to provide Maintenance and Support Services regarding:
i. the Glassbox Solution, or any part, portion or module thereof which has been modified, disassembled, decompiled, reverse compiled, reverse assembled, reverse engineered or otherwise altered or modified by any party whatsoever without Glassbox’s prior written consent.
ii. Incidents caused due to malfunction of the operating environment or causes external to the Glassbox Solution.
iii. The correction of errors and/or corrupted or lost data as a result of Customer’s negligence or inappropriate use of the Glassbox Solution or the use of the Glassbox Solution not in accordance with the Documentation, including configuration best practices.
5. Definitions
“Business Day” shall mean any day, other than Saturday, Sunday and national bank holidays in Customer’s local time zone..
“Customer Support Services” means the Glassbox Support Portal or help email.
“Glassbox Availability Downtime” means any downtime caused by Glassbox that had not been previously scheduled.
“Glassbox Support Portal” means Glassbox’s ticketing system for its customers, which can be found at: https://support.glassboxdigital.com/
“Maintenance” means the technical support and maintenance services provided by Glassbox throughout the term as necessary to ensure continued functionality of the Glassbox Solution in accordance with the Documentation and subject to the terms of the licensing agreement signed by the parties. The Maintenance services shall include but shall not be limited to all Updates and improvements to the Glassbox Solution.
“Monthly Uptime Percentage” will be calculated as follows:
For every month:
DSA = 24 – SDT – CPDT
DU = DSA – GAD
DA = DU/DSA
DA1 + DA2 +DA3….DAN/DPM
Where:
DA – Daily Average
DU – Daily uptime
DSA – Daily System Availability
SDT – Scheduled Down Time (Hours per day)
GAD – Glassbox Availability Downtime (Hours per day)
CPDT – Cloud Provider down time (Hours per day)
DPM – days per month
“Notification of an Incident” means the earlier of (i) Glassbox’s receipt of a system generated notification (i.e., from Glassbox’s monitoring systems) of an Incident; (ii) Glassbox’s support receipt of notice from Customer of an Incident, or (iii) Glassbox’s support actual knowledge that an Incident has occurred.
“Response Time” means the amount of time, from Notification of an Incident until the time Glassbox first responds via email/portal, acknowledging Notification of an Incident.
“Scheduled Down Time” means down time resulting from regular Maintenance improvements and Updates.
“Service Window” means every Business Day from 09:00 am-5:00 pm local time.
“System Downtime” means any time the Services, or any part thereof, are unavailable to Customer or do not perform in accordance with the Agreement, not including Scheduled Downtime.
“Updates” mean any files or new releases provided to Customer by Glassbox for no additional charge, that can be typically classified the following way:
“Minor Version” means a release of a software product that contains minor bug fixes or performance improvements, with limited changes to features, functionality, or underlying technology. Typically, such installation will take less than an hour, and can be performed by Customer alone.
“Major Version” means a release of a software product that contains significant changes to features, functionality or underlying technology and which is commonly identified by a unique numerical or name identifier. Major Versions may require a data upgrade and typically takes between one and two days to deploy.
“Workaround” means a temporary resolution for an Incident, which restores the Services to full functionality, but does not provide a long-term resolution.
Last updated May 2025.