This Service Level Agreement (“SLA”) for the SIGNORITY eSignature Platform (the “Services”) sets forth the support service levels for the applicable Subscription Tier of Services to which You have subscribed. This SLA for the Services shall not apply to any Services to which a separate service level agreement is explicitly set forth in an applicable Order Form or for which the applicability of this SLA is explicitly excluded in an applicable Order Form. Terms used but not defined herein shall have the respective meanings given to them in the Terms of Use.
Support Feature | Individual Plan | Starter Plan | Pro Plan | Custom |
✔ | ✔ | ✔ | ✔ | |
Online Knowledge Base Access | ✔ | ✔ | ✔ | ✔ |
Online Video Tutorials | ✔ | ✔ | ✔ | ✔ |
Online Chatbot | ✔ | ✔ | ✔ | |
Phone Support | ✔ | |||
Severity 1 Issue Support Hours (Log a Ticket) | 24/7 | 24/7 | 24/7 | 24/7 |
Support Hours – Not Severity 1 | Mon-Fri 9AM – 6PM EST | Mon-Fri 9AM – 6PM EST | Mon-Fri 9AM – 6PM EST | Negotiated SLA |
Production Data Backup Retention | 30 days | 30 days | 30 days | 30 days |
Issue Classification | ✔ | ✔ | ||
Dedicated Customer Experience Manager | ✔ | |||
Required Monthly Availability | 99.9% | 99.9% | 99.9% | 99.9% |
Product Update Advanced Notice | 48 hours | 48 hours | 1 week | 2 weeks |
| Time zone
(EST) |
1st line Support level | 1st line Response time |
| 9am -8pm EST (Mon-Fri) |
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Normal support issues personal response timelines:
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| 8pm – the next day 9am EST (Mon-Fri + weekends + holidays) |
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Our support help desk (“Help Desk”) is available eleven (11) hours a day, five (5) days a week, during the work week (Monday – Friday) on a global basis. Support is provided in the English language.
You may create a Support Ticket at https://www.signority.com/support-center or call Support Line, if available in a negotiated SLA. Support Tickets are not closed until Signority has resolved the issue to your reasonable satisfaction.
By submitting a support request to the Signority Customer Experience team, you are authorizing the Signority Customer Experience Support team to download or copy any data necessary for troubleshooting the reported issue. Should our team require direct access to your account and any affected documents, the Customer Experience representative will always request permission. If denied, we will explain the consequence of the restrictions, and respect your decision.
We will NOT proceed into your account to resolve the issue until we have received written permission specifying permission to access your account and/or documents. If you have any concerns about this authorization, please contact your Signority Customer Experience Manager.
We will provide emergency maintenance and support services for those failures or nonconformities which impair you from being able to process any documents at all. To ensure the quickest possible response you will notify Log a Support Ticket and, in your negotiated SLA, contact your Customer Experience Manager to notify them of the ticket.
As soon as possible after receiving the ticket we will contact you to confirm the issue, troubleshoot the issue with you, and if necessary escalate the issue. All Service Level Objectives (Response Time and Resolution Time) are expressed in our Severity Level Table below.
The Service Level Agreement (SLA) for Uptime shall be 99.9%, calculated monthly using the defined Uptime Percentage calculation. This Service commitment does not apply to any Unavailability that results from any Scheduled Maintenance.
In the case of data loss, the following objectives are expected from the Supplier:
- Recovery Point Objective (RPO): 1 hour
- Recovery Time Objective (RTO): 4 hours
Severity Level Table 1 defines what constitutes each severity level.
Severity Level Table 2 illustrates Signority’s Response Time Objectives and Resolution Time Objectives based on the issue Severity Level.
Severity Level Table 1
| Severity Level | Definition |
| Severity 1 | Services are unavailable for all Users |
| Severity 2 | Services prevent clients from executing one or more critical business processes for a substantial number of Users, or Services are usable with limited capabilities and/or intermittent interruptions which have serious business Impact. |
| Severity 3 | Services disrupt important business processes for less than a substantial number of Users. No reasonable workaround available. |
| Severity 4 | Disruption of important business processes where a workaround is available or functionality is not imperative to Your business operations. Disruption does not have a significant impact on Your business operations, but may impair nonessential functions of the Services or adversely affect the use of the Services. Reasonable workaround is available. |
| Severity 5 | User Error – An issue that can be resolved by sending the user an already available Knowledge Base article or online video tutorial. |
Severity Level Table 2
| Issue Severity | Response Time Objective | Resolution Time Objective |
| Severity 1 | 1 hour or less | 4 hours or less |
| Severity 2 | 1 hour or less | 24 hours |
| Severity 3 | 1 hour or less | 3 days |
| Severity 4 | 1 hour or less | 5 days |
| Severity 5 | 1 hour or less | N/A (resolution not guaranteed) |
| Issue Severity | Option | Timeline |
| Severity 1 | Rollback or Hotfix | Rollback = Immediate Hotfix = 1-3 days |
| Severity 2 | Hotfix or Patch | Hotfix = 1-3 days Patch = 3-5 days |
| Severity 3 | Patch (no workaround) or Current Sprint Release | Patch = 3-5 days Up to 6 weeks |
| Severity 4 | Next Sprint Release (workaround in place) | Up to 3 months |
| Severity 5 | N/A | N/A |
Here is a sample support ticket confirmation email:
