PrecisionOS Service Level

PrecisionOS SLA Overview: Support Channels, Severity Levels, and Resolution Processes

1.1 Support Channels: PrecisionOS will provide customer support for the Licensed Software and Service via online resources including, but not limited to, Web based Knowledge base (https://support.precisionostech.com/knowledge), web based support request at the support page (https://support.precisionostech.com/knowledge/kb-tickets/new), where a support chat bot is available and via email at support@precisionostech.com. These resources are designed to assist the customer in using the Licensed Software, identifying, reproducing, and verifying problems ("Errors"), and providing workarounds or other available solutions.

1.2 Support Requests: Customers will communicate support requests ("Support Requests") to the PrecisionOS support desk via one of the above channels.

1.3 Logging Support Requests: PrecisionOS will log each Support Request, creating a ticket with a reference number and the time the request was logged.

1.4 Acknowledgment of Support Requests: PrecisionOS will confirm receipt of each Support Request by providing the customer with the ticket reference number.

2. DEFINITION OF SEVERITY LEVELS
Severity levels are critical for prioritizing support requests. These levels are defined by PrecisionOS, at its sole discretion.

2.1 Severity 1 (Critical): The issue causes a complete halt in business operations or severely limits capability. No workarounds exist, and the issue demands immediate attention. PrecisionOS will make commercially reasonable efforts to resolve or temporarily circumvent the issue within four (4) working hours during Support Hours.

2.2 Severity 2 (High): The issue limits capability significantly, causing noticeable disruption but not halting operations entirely. PrecisionOS will make commercially reasonable efforts to circumvent the issue within one working day after receiving the support request.

2.3 Severity 3 (Medium): Day-to-day operational issues not classified as Severity 1 or Severity 2. PrecisionOS will address the issue promptly and make effort to provide a solution as soon as reasonably possible. A response will be provided within one (1) business day, and resolution will occur based on PrecisionOS business priority.

2.4 Severity 4 (Low): Minor issues or general inquiries that do not significantly impact operations. PrecisionOS will respond within one (1) business day and provide a work-around or an acknowledgement of the issue.

3. RESPONSE AND RESOLUTION SERVICE LEVELS

Support is available by the above channels during Support Hours.

• Support Hours are Monday to Friday, excluding holidays observed by PrecisionOS, between 8:00 AM to 5:00 PM EST.
• It may be necessary for PrecisionOS to talk live to the customer, and we will call out at a time mutually agreed between the customer and PrecisionOS.
• Note: that access to the Knowledge base and Chat Bot are available 24/7.

The customer acknowledges that certain issues may require them to assist in tasks such as reconfiguring the Licensed Software or VR Headset that cannot be managed remotely. In such cases, PrecisionOS will provide guidance via phone and/or email during Support Hours.

If the customer feels that an issue is not being resolved promptly or is dissatisfied with the progress made by the agent or support specialist, they may request to escalate the issue directly to the Support Manager.

The Support Manager will review the case, assess the situation, and provide the necessary support to ensure the issue is addressed appropriately.

If the customer is already dealing with the Support Manager and remains dissatisfied, they may request further escalation to the Chief Operating Officer.

Escalation requests can be made via the assigned support ticket or by contacting the Support Manager through the contact details provided.

• Planned Maintenance: Any scheduled maintenance that may affect service availability will be posted on the Support Page of our website 24 hours ahead of scheduled downtime.

This SLA does not cover the following:

• Customer-caused issues: Problems resulting from misuse, improper configuration, or external factors beyond PrecisionOS's control (e.g., network issues, third-party software conflicts).
• Hardware Related Issues: PrecisionOS will provide support on the Licensed Software. If the issue is identified to be a hardware related issue of the VR Headset and Controllers then the Customer should follow the Meta support process, which can be found here. https://www.meta.com/en-gb/help/quest/