Service Level Agreement (SLA)

Subject

This service license contract is an agreement between you (natural or legal person who, where applicable, is representing, manifesting their power for said purpose) (the CLIENT) and Pixel Welding (hereinafter, the COMPANY).

The purpose of this contract is to define the level of service expected by a CLIENT from a service provided by the COMPANY.

Scope

By means of this contract, the COMPANY defines what are the services the CLIENT can request to the COMPANY and shall be addressed. The topics for which the COMPANY shall answer are:

• Questions about the functionality of our products
• Questions about the roadmap of our products
• Investigation and resolution of your tickets in our support system
• Issues while installing or using our products
• Sales or collaboration related requests
• User success stories

Communication channels

Communication between the COMPANY and the CLIENT will be done by the following means:

• E-Mail: support@pixelwelding.com
• Jira Service Desk: https://pixelwelding.atlassian.net/servicedesk/

Business hours

The business hours are defined from Monday to Friday, from 9:00 a.m to 18:00 p.m. Take into account that any bank holiday will be bound to the Spanish calendar.

Vulnerabilities

All vulnerabilities reported by the CLIENT will be addressed, verified and resolved in accordance with the following timelines:

• Critical (CVSS v3 >= 9.0): Must be fixed within 4 weeks of being reported and CVSS scored.
• High (CVSS v3 >= 7.0): Must be fixed within 6 weeks of being reported and CVSS scored.
• Medium (CVSS v3 < 4.0): Must be fixed within 8 weeks of being reported and CVSS scored.
• Low (CVSS v3 < 4.0): Must be fixed within 25 weeks of being reported and CVSS scored.