Bearworks Support Terms
Last Revised: December 3, 2024
The table below outlines each service level agreement (“SLA”) and the specific services that are covered by the corresponding SLA (“Covered Services”). Any capitalized term used but not defined below will have the meaning provided in the corresponding SLA.
Bearworks will use a ticketing application to measure response and Resolution times from Datadog’s receipt of a Support request for an Incident. As used in this Section:
- “Business Hours” means 9:00 AM Monday - 8:00 PM Friday (EDT/EST), excluding holidays. Current holidays observed by Bearworks are US national bank holidays.
- “Incident” means a failure of the Service to perform in material conformance with the MSA, applicable Order, and Documentation.
- “Resolution” means either Bearworks has: (a) corrected the Incident that prompted a particular Support request so that the Services perform in material conformance with the MSA, applicable Order, and Documentation, or (b) determined the reported Incident was actually the result of an Exception
- "Response Time" refers to the interval between Bearworks' receipt of any Support Request, including the initial submission, and Bearworks' subsequent response by one of its personnel.
- “Workaround” means a configuration change, manual procedure, or other workaround designed to regain intended or previously functioning features and functionality, but that does not provide a complete Resolution.
In the event of an Incident, Bearworks will respond to associated Support requests as follows:
Incident Type
Target Response Time
Covered Services
Business Critical Incidents
Issues involving (a) total failure or severe degradation of a Service, or (b) Customer is unable to access the Service.
Issues involving (a) total failure or severe degradation of a Service, or (b) Customer is unable to access the Service.
Every response within 3 business hours
The following three (3) Bearworks functionalities necessary to perform critical real-time interactions between Customer and its customer(s):
1. Agent Logging into Agent UI
2. Incoming Customer Voice Call
3. Outgoing Agent’s Voice Call
1. Agent Logging into Agent UI
2. Incoming Customer Voice Call
3. Outgoing Agent’s Voice Call
Degraded Service Incident
Initial response within 12 Business Hours
Issues involving partial failure or mild degradation of a Service. Customer is able to access some but not all Service features.
General Issue
Initial response within 72 Business Hours
All other issues not amounting to Business Critical or Degraded Service. These include, but are not limited to non-critical technical issues, product “how-to” questions, implementation questions, and feature requests.
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