This Support Services Agreement(“Agreement”) sets forth the terms and conditions pursuant to which NextBillion.ai Pte. Ltd. will provide support for its Service(s). Terms not defined herein shall have the meaning ascribed to it in the Terms or the Order form entered into between You and Us, as applicable. This Support Services Agreement only applies if the Order Form between You and NextBillion.ai specifically references this Agreement.
|Critical Impact – Service Unusable in Production||Critical functions of your production application aren’t available with no workaround.|
|High Impact – Service Severely Impaired||This issue is critically impacting a single user or critically impacting collaboration among users. Service does not work as expected, with no feasible workaround.|
|Medium Impact – Service Partially Impaired||Service does not work as expected but a workaround is easily available.|
|Low Impact – Service Fully Usable||Service does not work as desired, but functions (a workaround is not necessary).|
This Support Services Agreement is Your sole and exclusive remedy (and Our sole liability) for Our Support Services.