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Service Level Agreement

The Support and SLA Policy, including any attachments or additional terms referenced herein
(together, the “Policy”), is part of and subject to the licensing agreement applicable to Software (the
“Agreement”). The Policy may be regularly updated by References to websites hereunder
include references to successor websites.


  1. Defined Terms: Capitalized terms have the meaning prescribed in the Agreement unless
    otherwise defined hereunder
  2. 24/7: means twenty-four hours a day, seven days a week, excluding January 1 in the relevant
    time zone where the support centre is located
  3. Business Day: Means a daily 9-hour timeframe, from Monday to Friday and excluding public

(a) For US East Coast: Between 12:30 PM – 9:30 PM GMT

(b) For US West Coast: Between 4:00 PM – 1:00 AM GMT

(c) For other Customers: Between 9:00 AM – 6:00 PM, in the time zone where the relevant support centre is located

4. Customer: means an entity executing an agreement with 

5. Documentation: means the official documentation for Software published by on its  website 

6. Hosted Software: This Means Software hosted by (whether on its infrastructure or  by using third-party cloud providers) and provided as a service to the Customer 

7. Incident: This means the failure of the Software function as outlined in the applicable  Documentation 

8. Scheduled Maintenance: This means the period reserved by to apply fixes and  updates to its hosted services on a regular schedule 

9. Service Requests: This means a request from the Customer that does not meet the criteria  for an Incident, and that is limited to information or advice on Software use instructions, activation, and licensing 

10. Change Request: This means a request to make a change in the business logic of existing  deployment (code or configuration) which may or may not cause the service disruption 

11. Software: This Means software products developed and released by for general  availability and licensed to the Customer against payment of licensing fees under an  Agreement, as identified on the purchasing orders accepted by  

12. Case: This means the formal vehicle used by to receive Incident claims and Service  Requests, through the Online Case Portal 

13. Uptime: This means the level of availability of a Hosted Software consisting of the number of  minutes in a calendar month, when the hosted service is both reachable and actively serving  requests, minus any Scheduled Downtime, divided by the total minutes in that calendar month

Support Overview


First Line Support. Before submitting a Case, a customer will perform first-line support by  themselves, investigating any connectivity, access permission, database provisioning or security  issues related to its systems, networks or applications interacting with the Software.  

YM Support terms and conditions support team responds to Incidents under the Support plans described in Section 9 (Support  Plans) below.  

Standard Support: provides Standard Support to all Customers purchasing licenses to Software components under an Agreement.  

Support Schedule and Centers:

Except as otherwise provided in this Policy, will provide support solely on Business Days specified  under the Support plan and through its support centres located in Bangalore, India, which may be changed  at’s reasonable discretion.

Supported Software: will provide support for Software during the applicable License Term and is subject to receiving  the corresponding Fees, as applicable. Software features released under “production preview” or “limited  availability” (or similar designation) will only receive Standard Support and only until a generally available  version is released. 

Fixes and Updates:

If in relation to an Incident, a permanent fix is not feasible, may provide a workaround as a  temporary solution to restore the use of the Software.  

Software updates that require substantial development or quality assurance work will be applied or  delivered by at its discretion.

Priority Definition

Priority Level Incidents

Support first response times will depend on the priority level of the Incident, as assessed by the  Customer, and confirmed by Priority levels (“Priority Levels”) are defined as follows: 

Priority TypeDefinitionQualifierCustomer Requirement
Priority Level 1 (Urgent)Service Failure or Severe  Degradation 

A major production error  within the YM platform that  severely impacts the YM  platform usage for  
production purposes
Any documented functionality  is not working for more than  50% of users 

Bot/Agent is not able to 
respond for more than 50% of  users for any of the journeys 

Any loss of key functions with  no workaround, causing a high  impact on business/financial  loss
Urgent Priority issues require the Customer  to have dedicated resources available to  work on the issue on an ongoing basis with YM. If the Customer’s resources are unavailable for any reason, or if support is  able to provide a temporary solution, the  priority of the case will be re-evaluated
Priority Level 2 (High)Partial service failure or  mild degradation which  leads to unavailability of  some business function 
Bug creating a significant  impact on existing service  or application integration 
Includes intermittent issues  and reduced quality of  service
Any documented functionality  is not working for less than  10% of users 
Bot/Agent is not able to  
respond for less than 50% of  users for a few Journeys 
Any loss of key functions  causing no impact on  
High priority issues require the Customer to have dedicated resources available to work on the issue on an ongoing basis with YM Support. If the Customer’s resources are unavailable for any reason, or if support is able to provide a temporary solution, the priority of the case will be re-evaluated
Priority Level 3 (Medium)Non-critical bug A medium to low-impact issue that  involves partial and/or non critical loss of functionality  for production purposesCosmetic problems but no loss  of functionality, e.g. Incorrect  punctuation marks, Incorrect  spelling 

New WhatsApp template  
Approvals and scheduling  push notifications basis logic  to a particular set of stores
Medium priority issues require moderate  support effort from YM and the Customer,  until a fix is developed, or workaround is  available and does not require around-the clock effort. If the issue escalates the  priority level will be re-evaluated
Priority Level 4 (Low)Includes product questions,  feature requests, and  
development issues.  
Customers are able to  access almost all business  resources 
● How Tos, 
● General Queries  
on Product usage
Low priority issues require  minimal support effort and do  not require around-the-clock effort

Case Management

Case Submission

Customers will submit Incidents and Service Requests to via email and Support  Portal. will be under no obligation to reply to claims or requests received in any other manner. may, at its discretion, choose the most optimal method of response to a Case, including by  email, video conference or, with Customer’s prior consent, by remote connection. 

Customers will assess the impact, urgency and the perceived Priority Level of an Incident and add  these details in the relevant Case. will evaluate the Priority Level and confirm or recategorize it. will make  commercially reasonable efforts to respond but is not bound by the response times prescribed in this  Policy. 

A Case is considered closed when a final solution to the relevant Incident is communicated by 


The registered users can raise requests via the following channels for all Service Request and Incident type of issues

  1. Email: [[email protected]]
  2. Support Portal

For all Change Request and Feature Request types, please reach out to your respective Account Manager

The customer agrees to:  

1. Perform first-line support and ensure a problem exists before opening a Case 

2. Cooperate and communicate in a timely manner with 

3. Provide with sufficient and accurate information related to the Incident  

4. Assigns a contact person with the necessary technical and communication skills to collaborate  with 

5. Make reasonable attempts to replicate, or assist in replicating the Incident under the  circumstances in place, at the time of case submission, by conducting diagnostic or  troubleshooting activities 

6. Resolve the Incident as indicated by 

Support Exclusions has no obligation to provide support for, and the Uptime does not apply for, Incidents caused  by: 

1. Software made available, as designated by 

a. For free,  

b. For trial,  

c. As part of the Community offering, or  

d. As “early access”, “private preview“, “public preview“, “beta“, “experimental” or  under a similar designation 

2. Software configured or modified by anyone other than and without prior  written and binding consent 

3. Software accessed or used in breach of the Agreement, this Policy, the Documentation, or the  Licensing Models 

4. Software that has not been updated in accordance with instructions or best practices. 5. Software used with other products or software that is not officially supported is out of support  or has been deprecated

6. Negligence, willful misconduct, or failure to cooperate for a case resolution 

7. Use of Software with hardware or software not developed by 

8. Failure to adhere to any required configurations, or to follow any security or acceptable use  policies or practices 

9. Scheduled Downtime 

10. Any customized deliverables created by outside yellow’s platform(,  its partners or third parties at the Customer’s request 

11. Factors outside’s reasonable control (e.g., natural disaster, war, acts of terrorism,  riots, government action, network, or device failure external to the data centres under’s control) 

12. Features excluded from Uptime, as designated in the applicable documentation 

13. Faulty input, instructions, or arguments (for example, requests to access files that do not exist)  or Customer’s attempts to perform operations that exceed the Software’s prescribed  functionalities 

Personal Data Processing

Only to the extent necessary for providing support, and its sub-processors listed  below under point (4) may process certain Customer PII (personally identifiable information)  such as employee name, surname, job title, company name, e-mail address, country,  telephone number, voice, and image recordings). Unless otherwise agreed with the Customer, does not require, and the Customer agrees not to send, other types of PII or any type  of Protected Health Information (PHI), as defined by the Health Insurance Portability and  Accountability Act for purposes of Software support. Customers must provide only  technical information and must anonymize or obfuscate any PII or PHI. Customers must  promptly notify any disclosure which conflicts with this section 

2. will retain data, including PII, necessary for auditing purposes, such as data  confirming that a Case has been submitted by the Customer, relevant timestamps, and the  nature of the Incident. Aggregated and anonymized data will be further processed and used  by to improve its Software and Services 

3. During live remote support sessions, will not copy, record, or otherwise collect any  PII or PHI, without the Customer’s consent. The Customer must minimize or close any desktop  application containing PII or PHI to the extent possible. Live remote support will be guided by  the Customer 

4. For managing your support Case, uses the services of Salesforce and Atlassian,  which are’s sub-processors, and processes data on behalf of Technical  data sent by Customers for support purposes are processed using Atlassian 

Hosted Software SLA. will make commercially reasonable efforts to provide Customer with an Uptime of 99.5% for  Hosted Software. Uptime is measured per Hosted Software per region.  

The availability of the Hosted Service will be communicated to the Customer through channels, as  appropriate. may adjust the measure of availability to account for any exclusions applicable  to such period, as listed in the Support Exclusions section.

Support Plan

Standard Support SLA

Self-Service (Guides and Tutorials)
Support availability
P1: 24X7
P2: Business days only
P3: Business days only
P4: Business days only
First Response TimeP1 (Urgent): 1 Hour
P2 (High): 2 hours
P3 (Medium): 12 hours
P4 (Low): 24 Hours

Response Email will be sent by the investigator after an initial analysis of the issue. It will contain  either the solution or some queries on additional details on the issue. 

Compliance to SLA

Response SLA: 80% – 100 %

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