Twproject Service Level Agreement

General

Twproject provides free support to customers, who are current on their payment obligations, as further indicated in this Service Level Agreement (“Service Level Agreement” or “SLA”).
All capitalized terms not otherwise defined in this SLA are as set forth in Twproject Terms of Service or such other agreement executed between the Parties,
as the case may be (each shall be referred to herein as the “Agreement”).

Access to customer service

All Plan includes access to customer services to assist with the Service deployment, adoption and utilization, consulting, sharing advice and guidance related to optimizing Customer’s use
of the Service.

Support channels

• Email support – Twproject support team can be contacted through the contact form available at twproject.com/support or via the support email: support@twproject.com.
  Please make sure to contact us via your email registered with your license account. Email support is available from Monday to Friday from 9:00 am to 6:00 pm.
• Support within the website – a dedicates support site is availbel from our webiste at twproject.com/support to look for answers in the knowledge base.
• Training materials – training materials are available in the Twproject.com website.

Error response time

Errors should be reported by Customer to Twproject.com through any of the support channels listed above.
An “Error” means any incorrect functioning of the Service that is reproducible, and which results in the failure of the Service to operate in full compliance with the functionalities set forth in the documentation.
Twproject shall define the severity classification of the reported Error and shall respond to the Error according to the response time set forth in the table below:

“Response Time” means the period between the time when the Error was reported in full, and the time when an initial acknowledgement is sent to the Customer by an email by any of Twproject personnel.
Twproject must be able to reproduce the reported Error in order to attempt to resolve it.
Customer shall cooperate and work closely with personnel to reproduce the Error, including conducting diagnostic or troubleshooting activities as requested and appropriate.
Also, subject to Customer’s approval on a case-by-case basis, Users may be asked to approve access to their user accounts or database.

Vulnerability Remediation Process (for critical error only)

A hotfix may be applied when the identified vulnerability is limited in scope and can be remediated without impacting broader system components.

The hotfix is deployed to affected customers if in cloud instance or a patch is provided to be installed with instruction if customer is on premise.

A new product build is required only when the remediation involves:

• Third-party or internal libraries
• Extended or core sections of the application codebase

In such cases, the remediation follows the organization’s standard build, testing, validation, and release management procedures.

Vulnerability Remediation Process (for high and medium error only)

If the identified issue is assessed as non-critical and does not require immediate remediation, it is formally recorded in the product backlog for planned resolution.

The issue is then prioritized according to the organization’s risk assessment and change management process and will be addressed in a subsequent scheduled product release following the standard development, testing, and release procedures.