Ease Enterprise Standard Support Level SLAs
Ease Enterprise standard support level SLAs are as follows:
| Phone Support: | 6:00 a.m. – 6:00 p.m. PST |
| E-Mail Support: | 24-hours Monday through Friday |
| Initial Response Time: | 1 hour to 24 hours, depending on severity |
| Issue Resolution Time: | 2 hours to 72 hours, depending on severity |
| Uptime: | 99.95% |
| Planned downtime: | Notification of planned downtime will be broadcasted to users in the form of a pop-up when users log into EASE and entries will be posted on https://status.ease.io. |
Severity Level Matrix
| Severity Level | Description | Response Time | Resolution Time |
| S1 Critical | Platform is unavailable. No interim workaround is available. Issue must be resolved immediately. e.g. Web server down, no account can login, etc. |
1 hour | 2 hours |
| S2 High | Platform operation materially degraded. No workaround or manual process available. e.g. Cannot generate any reports, cannot conduct any audits, etc. |
2 hours | 4 hours |
| S3 Medium | Non-essential features are impaired or subject to interruption. Workaround or manual process available. e.g. Import or PDF generation temporarily unavailable, etc. |
8 hours | 24 hours |
| S4 Low | Issues with little to no impact on the normal operation of the services. Workaround or manual process available. e.g. Minor performance degradation, maintenance task, etc. |
24 hours | 72 hours |
Service Level Credits
If Ease fails to meet or exceed the Uptime service level detailed above, during any applicable calendar month during the Customer’s contractual service term, Customer will be entitled to request a Service Level Credit. Within fifteen (15) days of receiving a request for a Service Level Credit, Ease will calculate the actual service level delivered during the month in question. If this service level is below the Uptime service level detailed above, Ease will then calculate the value of the credit owed to Customer by multiplying the appropriate service level credit percentage (as detailed in the matrix below, associated with the actual service level delivered), with the Customer’s then-current annual license subscription fee. This approved credit will be applied to the Customer’s account within thirty (30) days. In addition to the Service Level Credit, Customer may terminate this Agreement if Ease fails to achieve its stated Uptime service level in two (2) consecutive months or in any three (3) months during a consecutive twelve (12) month period during the term of this Agreement.
| Service Level | Service Level Credit |
| Availability 99.4% – 99.0% | 1% |
| Availability 98.9% – 98.0% | 3% |
| Availability 97.9% – 95.0% | 6% |
| Availability 94.9% – 50.0% | 15% |
| Availability < 50.0% | 30% |
| Availability < 30.0% | 75% |
Security and Compliance
Ease maintains SOC 2 Type II compliance, with annual third-party audits and regular penetration testing to ensure the security and availability of the SaaS services.
Incident Response and Communication
Ease has a formalized incident response process in place. In the event of a security incident, Ease will notify the Customer within 48 hours, providing updates on the status of the incident and any measures taken to mitigate it.
Data Protection and Privacy
Ease offers its services in compliance with applicable data protection laws, including GDPR and CCPA, ensuring that all customer data is handled securely, with strict access controls, encryption, and regular audits to maintain the highest standards of privacy and security.
Data Deletion and Portability
Ease Inc. complies with CCPA and GDPR regulations concerning data deletion and portability. Upon request or contract termination, Ease will securely delete customer data in accordance with NIST 800-88 guidelines for media sanitization.
Customers may also request the export of their data before deletion, and Ease will provide a machine-readable copy of the data in a commonly used format within 30 days of the request.
All requests for data deletion or portability will be handled promptly and documented to ensure compliance with legal obligations and to provide customers with the necessary transparency.
Please note that any backups containing customer data will not age out until 31 days after the deletion request has been actioned. During this period, the data remains secure and inaccessible, in compliance with our data protection policies.