The EON-XR Platform consists of the web-based portal and the three products listed below:
The following is the SLA Policy for the EON-XR Platform that is applicable only to Clients with active Support Agreements with EON Reality. This policy is subject to change from time to time, which will become effective upon EON Reality posting a new version on the EON Reality support site and notifying of Clients to the new version. This SLA does not cover customized or user-uploaded content and/or applications.
EON Reality shall use commercially reasonable efforts to ensure the Software Service is Available twenty-four (24) hours a day, seven (7) days a week with a targeted uptime of 95.5% per calendar month. The EON-XR Platform Service shall be considered “Available” when an Authorized End User request receives a response within thirty (30) seconds. Unavailable means an Authorized End User cannot access the Service within thirty (30) seconds due to hardware failure or sustained latency within the Amazon Web Services (AWS) facility EON Reality uses to deliver the Software Service. Not withstanding the foregoing, the Availability of the Service shall be determined without regard to any (i) network, AWS solution or the EON-XR Platform software scheduled maintenance, (ii) the inability of a user to connect with the Service due to Internet or telecommunications problems outside the control of EON Reality, or (iii) Force Majeure. For purposes of this section, “Force Majeure” means causes beyond EON Reality’s reasonable control, including without limitation, acts or omissions of government or military authority, acts of God, materials shortages, transportation delays, fires, floods, labour disturbances, riots, wars, terrorist acts or inability to obtain any export or import license or other approval or authorization of any government authority.
“Service Availability” will mean, with respect to any particular calendar month, the ratio obtained by subtracting Unscheduled Downtime during such month from the total time during such month, and there after dividing the difference so obtained by the total time during such month. Represented algebraically, System Availability for any particular calendar month is determined as follows:
The EON-XR Platform Service Availability (%) = 100 x (TMH-(TMD-SD)) / TMH
EON Reality will monitor Unscheduled Downtime. Customer may also notify EON Reality in the event Unscheduled Downtime occurs by opening a ticket via the the EON-XR Platform Support, via email ([email protected]) and/or designated Service Delivery Manager or Account Managers. Unscheduled Downtime will be deemed to begin when EON Reality receives accurate notification thereof from Customer, or when EON Reality first becomes aware of such Unscheduled Downtime, whichever first occurs.
EON Reality, in its sole discretion, may take the Service down for Unscheduled Maintenance and in that event will make all best attempt to notify customer in advance in accordance with the Notice section set forth in this document. Such unscheduled maintenance will be considered Unscheduled Downtime for calculating the EON-XR Platform Service Availability.
EON Reality updates the Service on a monthly cycle – Scheduled System Maintenance. These updates usually entail no disruption of Service Availability or “zero system downtime”. Regardless, EON Reality will exercise reasonable efforts to perform Scheduled System Maintenance between the hours of 0800hrs and to 1800hrs Singapore Standard Time (GMT+8). EON Reality has sole discretion to perform updates when there is no required disruption of Service Availability. These updates, enhancements and bug fixes will be documented in release notes found on the EON Reality website, EON-XR support site or on the EON-XR Platform itself.
If there is the need for Scheduled System Maintenance that requires a temporary disruption of the Service, EON Reality will provide Clients with five (5) business days advance notice. EON Reality will attempt to schedule these maintenance activities for evenings on the weekend not 17 to exceed 3 hours per month. EON Reality, in its sole discretion, may disrupt the Service for Unscheduled System Maintenance if it is the only way to address a persistent degradation of performance, and in that event ill make best attempt to notify Clients in advance if possible. Such Unscheduled Maintenance will be counted against the uptime guarantee.
If a service disruption impacting many Clients occurs, the EON XR Platform operations team will find out either through an automated alert or a customer report. The Operations team will immediately assess the issue to determine if it is system wide or region specific. EON Reality’s goal is to have a customer-facing status page update no later than four hours after EON Reality Engineers identifies or is notified of the incident. During a disruption, EON Reality Engineers will keep account managers updated at least once per hour until resolution. A final incident report with root cause analysis will be available within 5 days which the Account Manager may share with Clients.
The EON-XR Platform Support Program is designed to help Clients maintain and support all the EON-XR Platform – licensed solutions. All Clients with an active license/contract or maintenance agreement will receive the following:
Client’s issues can be reported via the EON-XR Platform, by designated email or designated account manager’s contact. For the fastest response time, issues should be reported via the EON XR Platform. Clients may also report support-related issues via email or telephone during normal business hours within your region, excluding Public or EON Reality’s company holidays. Upon reporting your issue, you will receive an email reply for future reference.
EON Reality global support hours are Monday to Friday, 24 hrs coverage, other than weekends and designated company holidays. For any closure due to public or company holidays, notice will be made available on the Support Portal or through the EON-XR Platform.
The Client’s designated Lead and supporting Administrator(s) will have access to the EON Reality Support Portal via the EON-XR Platform (https://www.eon-xr.com). Use of Support Portal is the most efficient means, and the preferred method of receiving communications from Client relating to support. The Support Portal may be accessed either during, or outside of, Standard Support Hours.
Depending on the Client and EON Reality’s relationship with the third-party provider, EON Reality may assist in troubleshooting, reporting, and deployment of error correction on a case by case basis but it would be beyond the norm of this document’s scope.
When an incident has occurred, the Client should report the error reflected in the application to EON Reality by filling out a Case Form through the Support Portal via The EON-XR Platform
(https://www.eon-xr.com) and/or via email ([email protected]). Clients are requested to be as detailed as possible for EON Reality Support to recreate the problem in a similar environment.
Client should follow these guidelines when preparing a Case Form:
All service requests logged with the EON-XR Platform support are assigned a severity level from Critical to Low. The Customer determines the initial severity level when placing a request for assistance. Severity levels may be changed by an EON Reality Support Engineer after initial contact and assessment of the issue providing the Customer is in agreement with the change. The following table defines the severity levels.
Any resolution time is based on a case-by-case basis due to the varying nature of each issue that might arise. Any resolution estimate given by a Support Engineer are based on commercially reasonable efforts and assumes the EON-XR Platform has the authority to resolve key issues. It is critical to clearly explain the business impact of your issue when contacting the EON-XR Platform Support team or when logging the issue.
| Severity 1 (Critical) | Severity 2 (High) | Severity 3 (Medium) | Severity 4 (Low) |
|---|---|---|---|
|
The EON-XR Platform failure causes the client to be unable to work or perform any task. |
The EON-XR Platform failure causes the client to be unable to work or perform some significant portion of their job. |
The EON-XR Platform failure causes the client to be unable to perform some small portion of their job, but they are still able to complete most other tasks. |
The EON-XR Platform failure causes the client to be unable to perform a minor portion of their job, but they are still able to complete most other tasks. |
|
When a Severity 1 issue is reported, EON Reality will assign resources to remedy the error. If access to the Product is required, Clients are to provide access to their system and other software for the duration of the error correction procedures. Severity 1 issues will take priority over all other issues raised. EON Reality will make all best efforts to resolve the issue in thequickest time possible. |
When a Severity 2 issue is reported, EON Reality will assign resources to remedy the issue. If access to the Product is required, Clients are to provide access to their system and other software for the duration of the error correction procedures. Severity 2 issues will take priority over other issues except Severity 1 issues. EON Reality will make all best efforts to resolve the issue in the quickest time possible. |
Severity 3 issues may be fixed in future software releases, including major releases, Application Packs, Services Packs or Hotfixes. Severity 1 and 2 issues will take priority over any Severity 3 issues. |
Severity 4 implies that the Software is operating normally but you may be in need of instructional assistance or you are requesting functionality that is not currently included in the Software. Severity 1, 2, and 3 Software errors will take priority over Severity 4 cases and product enhancement request or instructional assistance. |
EON Reality will acknowledge receipt of the incident within the time specified below after receipt of the Case Form. EON Reality acknowledgement will be via e mail and/or the Support Portal and will indicate the type of issue Client indicated. EON Reality may reclassify an incident; EON Reality will notify Client of such change in classification.
| Severity 1 (Critical) | Severity 2 (High) | Severity 3 (Medium) | Severity 4 (Low) |
|---|---|---|---|
|
Within 4 hours |
Within 8 hours |
By the next business
day |
Within the next 2
business days |
If necessary, EON Reality will attempt to replicate the problem at EON Reality facilities. If EON Reality is unable to replicate the Client’s issue, EON Reality will provide samples of the output from its attempts to replicate the problem, and EON Reality will make a reasonable attempt to determine the problem and furnish an explanation to the Client. This information will be sent to Client via e-mail and/or the Support Portal.
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