DESTWIN® Service Level Agreement (SLA)

The DESTWIN® Service Level Agreement (SLA) defines the service commitments, technical support procedures, incident priorities, and responsibilities associated with support and maintenance of DESTWIN Software. It establishes what customers can expect when requesting assistance from DESTWIN, including support availability, response targets, escalation procedures, and system uptime commitments.

Contacting DESTWIN Support

Customers experiencing an issue or requiring assistance should submit a support request through one of the following methods:

Email: support@destwin.com
Phone: 877-337-8946 (877-DESTWIN)

All support requests are logged in DESTWIN's ticketing system for tracking and documentation.

Support Hours

Standard Support Services are available:

• Monday–Friday: 8:00 AM–6:00 PM ET
• Saturday: 9:00 AM–1:00 PM ET
• Outside Standard Hours: On-call support is available, excluding U.S. federal holidays.

System Uptime Commitment

DESTWIN commits to 99.5% system uptime, excluding scheduled maintenance.

DESTWIN routinely monitors system performance, throughput, and latency to help maintain the availability and performance of its software.

Incident Priority Levels and Response Targets

Support requests are classified according to their severity and impact. DESTWIN determines the appropriate priority based on the circumstances of the reported issue.

A response is considered provided when DESTWIN contacts the customer by phone or email to confirm receipt, classification, and handling of the support request.

Resolution targets exclude time required to obtain system information, test cases, documentation, or other supporting information necessary to investigate the issue.

Submitting an Effective Support Request

To help DESTWIN investigate and resolve requests efficiently:

1. Submit all requests through the designated support email address or phone number so the issue can be properly logged and tracked.
2. Include relevant information and supporting documentation, such as screenshots or logs, when available.
3. Submit a separate support request for each individual issue. Each ticket should address a single issue.

Providing complete and accurate information can help the support team diagnose the issue and determine the appropriate course of action.

Training

Initial setup and training are provided according to the customer's applicable Sales Proposal or Order.

Additional or repeated training sessions may be available for an additional fee.

Scheduled Maintenance

Scheduled maintenance is excluded from the system uptime commitment.

Planned downtime will:

• Not exceed two hours per month.
• Generally be scheduled during off-peak hours.
• Typically be communicated at least seven days in advance, with no less than six hours' notice.

Support Limitations and SLA Exclusions

DESTWIN's support obligations depend on the customer's proper use of the Software and compliance with the applicable agreements.

Certain circumstances are outside the scope of the SLA, including issues resulting from:

• Failure to comply with applicable system requirements.
• Modifications made by the customer or a third party.
• Failure to implement recommended changes, updates, or upgrades.
• Third-party APIs, infrastructure, or services outside DESTWIN's control.
• Customer actions, negligence, or improper use of the Software.
• Hardware, software, or infrastructure that is not provided or managed by DESTWIN.
• Events beyond DESTWIN's reasonable control, such as natural disasters, war, terrorism, or strikes.

If an issue is determined to have been caused by a third party, DESTWIN may notify the customer and treat work related to the issue as an additional service.

Relationship to Customer Agreements

The SLA is incorporated into and subject to the customer's applicable Mutual Non-Disclosure Agreement (MNDA), Software License Agreement, and Terms and Conditions.

These agreements collectively establish the contractual terms governing the customer's relationship with DESTWIN, while the SLA specifically addresses technical support, maintenance, service commitments, incident response, and related procedures.

Note: This article provides a general overview of the DESTWIN Service Level Agreement for informational purposes. The customer's executed agreements govern in the event of any discrepancy between this article and the applicable contractual documents.