Service Level Agreements (SLA)

Priority Levels

Prehos will provide the maintenance services to address issues impairing Customer’s ability to use the Services. These issues will be classified into Priority 4/3/2/1, as defined below

Priority types	Descripion
Priority 4	Defined as a major malfunction in Services operation severely affecting day-to-day business operations such that the application is completely inaccessible.
Priority 3	Defined as support related to abnormal behavior in Services operation affecting day-to-day business operations.
Priority 2	Defined as minor support issues related to day-to-day Services operations that do not affect regular business operations.
Priority 1	Defined as minor support issues related to day-to-day Services operations that do not affect regular business operations. Support is provided by Customer’s Super-User.

If a Priority Level 1 issue is not resolved, Customer’s Super-User or the User can escalate the issue to the next priority level.

Prehos support personnel may also escalate (but not de-escalate) issues from one priority level to another as may reasonably be required in the circumstances.

The Services will not be considered unavailable or non-functional if Customer’s inability to benefit from the Services is caused solely by one or more of: (a) problems with Customer’s hardware or software; (b) problems with third party power or telecommunications services or network connectivity; (c) negligence or misconduct of Customer employees or agents; (d) hacking or DDOS or similar attacks originating from a third party; (e) scheduled maintenance for which Customer was given at least 24 hours prior written notice; (f) emergency maintenance; (g) one minute of inaccessibility where the software is completely unavailable to all users, regardless of the page or data.

Customers are responsible for providing alternative equipment to their staff during a period of inaccessibility (e.g. paper reports).

Availability of Technical Support

Prehos offers technical support Level 1 to users 24 hours a day, 7 days a week, including weekends and holidays in the United States of America and Canada.

During our regular support hours from 8:30 am to 5:00 pm Eastern Time, Monday through Friday, Prehos ensures an appropriate level of staffing to handle technical support matters across all priority levels. Our dedicated team of support specialists is committed to providing prompt assistance and resolving technical issues. We are also authorized to communicate with the Customer's Employees whenever necessary.

For support level 1 and 2, our customer support specialists are available to assist customers with their queries. You can reach our support team from 8:30 am to 5:00 pm Eastern Time, including weekends and holidays, ensuring continuous assistance.

In addition, Prehos understands the urgency of Priority 3 issues, and we provide emergency technical support 24/7. Our dedicated engineers, equipped with extensive knowledge of our services, will be available for direct contact to address any critical concerns.

We provide multiple technical support access methods to ensure convenience for all users:

Telephone Support: Direct phone support for immediate assistance.
Web Conference: Video conferencing options for detailed troubleshooting.
Email Support: For non-urgent inquiries.
Online Help: Access to documentation and resources for self-service support.

Our customer service approach is supported by a robust ticketing system that enables real-time tracking and reporting of support requests. Clients can view and monitor:

Open Requests: Issues reported that are awaiting resolution.
In-Process Requests: Issues being addressed by our support team.
Closed Requests: Issues that have been resolved.

Clients can access these statuses through our customer success team, which can provide comprehensive reports on demand. Additionally, a online portal is available to enhance transparency and provide real-time updates to our customers.

Technical Support Coordinates

Basic and emergency technical support will be provided by phone and online at the following coordinates (for basic support, use of Customer Portal and Email is recommended, as in most cases, Customer will be directed to send data electronically through the Customer Portal or by Email):

Email: help @prehos.com
Phone: 1 833 977 3467

Note: All technical support requests should be made using these lines of communication. Product management, project management, customer support, business analyst or other relationship management roles may be introduced at a future date as the primary point of contact.

The foregoing contacts and coordinates may be updated by Prehos from time to time upon written notice to Customer provided at least five (5) days prior to the update based on a change to the basic and emergency technical support contacts.

Emergency technical support will be provided only by phone, with the special number 1 833 977 3467.

Onsite support may be provided to Customer on a time-and-materials basis pursuant to a separate written agreement between Prehos and Customer.

Technical assistance is offered in French and English.

Response and Resolution Times

Prehos will use its commercially reasonable best efforts to meet the response and resolution time targets set out below, and will devote at least the personnel listed in the “minimum Prehos Resource Commitment” to mitigating and resolving the issue.

An issue will be considered to have been “responded to” when a Customer employee has received a response to a technical support request from Prehos personnel who meet the “minimum Prehos resource commitment” for an issue of that priority level confirming that work has begun on addressing the issue.

An issue will be considered “resolved” when it no longer impairs Customer’ ability to use the Services.

While an issue is open, Customer shall make its best efforts to respond to any questions by Prehos within 30 minutes to help resolving the issue.

In the event multiples issues arise at the same time, Customer and Prehos will make reasonable efforts to agree on a priority list.

Target resolution times

Supplier will leverage the following severity levels for Customer’s support requests with the following resolution times:

Severity Level	Description	Response Time	Best effort Resolution Time
Priority 4	Customer’s ability to perform mission critical business functions is in jeopardy or unavailable.	Within 30 minutes of the first report or alert / alarm announced.	4 hours
Priority 3	A division or individual’s ability to perform a mission critical function is in jeopardy or unavailable, but a workaround can be established.	Within 60 minutes of the first report or alert/alarm announced.	3 business days
Priority 2 (Default ticket assignment)	A division or individual’s ability to perform a job function may be impacted or inconvenienced but can continue to provide normal business operations.	Within 2 hours of the first report or alert / alarm announced.	5 business days
Priority 1 (Request)	A request that includes “how to” questions including issues related to the use of the intranet, configuration inquiries, enhancement requests, etc.	Within 2 hours of the first report / request or alert / alarm announced	8 hours

Prehos support personnel may also escalate (but not de-escalate) issues from one priority level to another as may reasonably be required in the circumstances.

Standard Operating Procedures: We follow established procedures for incident management (logging and categorizing incidents), change management (controlling system changes), and a clear escalation process for timely resolution of complex issues.

Monitoring: Continuous monitoring of systems and end-user support allows for proactive detection and resolution of potential issues.