ixlayer Support Offerings
1. Standard Support
ixlayer provides support directly to our Customers to address technical issues with the platform and site availability. Customers will designate one or more primary contacts (Liaison) to manage issues and tickets with the ixlayer support team.
ixlayer shall use commercially reasonable efforts to provide support to Customer’s Liaison during the hours as follows (“Coverage Window”) excluding observed holidays.
Problems may be reported at any time; however, ixlayer will not be obligated to assign work outside of the Coverage Window.
Coverage Window:
Weekdays 8 AM – 8 PM US Eastern Time
ixlayer’s support team works with the Liaison to resolve reported issues. The Liaison shall complete reasonable training with ixlayer in order to be able to train users and correct problems caused by user error, assist users with the resolution of known issues, and obtain sufficient information from users to report problems to ixlayer adequately. Customers may change the Liaison from time to time at reasonable intervals upon written notice to ixlayer and completion of applicable training by the successor Liaison. ixlayer will not be obligated to respond to or provide support to persons other than the designated Liaison.
2. Premium Support (for Patients)
ixlayer offers support to patients via either the ixlayer support portal (support.ixlayer.com) or through a customer-branded support portal.
The support portal provides 24x7x365 access to knowledge base, educational materials and self-help content as well as the ability to open a support ticket in our ticketing system.
Support for patient inquiries is limited to site functionality, how-to questions pertaining to the ixlayer software, status of products and test results, etc.
The ixlayer support team does not engage in clinical inquiries or questions about medical decisions or information related to the patient’s medical record or conditions. We may coordinate with our customers’ practitioners, one of our network partners or other clinical expertise to route such inquiries from our support team to the appropriate resources.
3. Standard Support SLA (for Customers)
Upon receiving a request, ixlayer will classify and prioritize the problem according to the following criteria (it being understood that in the event that ixlayer completes a workaround that relegates the applicable problem to a lower priority level, the service levels applicable to that lower priority level will apply going forward):
| Priority | Description | Response Time* | Target Resolution |
|---|---|---|---|
| Priority 1 | The issue renders the mission-critical real-time processing features and functionalities of the ixlayer platform completely unavailable, unresponsive, or inoperable, and there is no workaround. | 2 business hours | Work the issue with best efforts until service is restored to 100% performance. 24x7x365. |
| Priority 2 | The process cannot complete, and there is no workaround, but the condition does not interrupt all functions of the ixlayer platform. | 6 business hours | Work the issue with best efforts until service is restored to 100% performance during standard Coverage Window |
| Priority 3 | The process cannot complete, but a workaround allows Customers to use the ixlayer platform. | 2 business days | Work the issue with best efforts until service is restored to 100% performance during standard Coverage Window |
| Priority 4 | This priority addresses “cosmetic” type calls with no financial recompense or processing impact. | 5 business days | ixlayer will address Priority 4 issues on a case-by-case basis to evaluate if any corrective action should be taken. |
*Response time is the time taken to respond after initial Customer contact
4. Premium Support SLA (for Patients)
Upon receiving a request from a Patient, ixlayer will classify and prioritize the problem according to the following criteria (it being understood that in the event that ixlayer completes a workaround that relegates the applicable problem to a lower priority level, the service levels applicable to that lower priority level will apply going forward).
| Priority | Description | Response Time* | Target Resolution |
|---|---|---|---|
| Priority 1 | The issue renders the mission-critical real-time processing features and functionalities of the ixlayer platform completely unavailable, unresponsive, or inoperable, and there is no workaround. | 4 business hours | The issues will be escalated to Customer and follow Standard Support SLA |
| Priority 2 | The process cannot complete, and there is no workaround, but the condition does not interrupt all functions of the ixlayer platform. | 1 business day | The issues will be escalated to Customer and follow Standard Support SLA |
| Priority 3-4 | All Other Issues | 24 business hours | Work the issue with best efforts until service is restored to 100% performance or issue is otherwise resolved during standard Coverage Window |
5. Observed Holidays
ixlayer observes the following US Holidays which may change from time to time
- New Year’s Day
- Martin Luther King Day
- Presidents Day
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving Day
- Friday after Thanksgiving Day
- Christmas Eve
- Christmas Day
6. Service Availability
ixlayer will use commercially reasonable efforts to ensure that the Services are free from material defects and available to Customers at all times. ixlayer shall ensure that the ixlayer Platform is available (“Uptime”) to Customers with a Monthly Uptime Percentage of at least 99.9%. “Monthly Uptime Percentage” means the total number of minutes in the applicable calendar month minus the number of minutes of Downtime, divided by the total number of minutes in that calendar month. “Downtime” means the period of time when the ixlayer Service are not available to all Customers for reasons excluding (1) emergency or Scheduled Maintenance, or (2) causes outside of ixlayer’s reasonable control, including acts or omissions of third party providers (unless under ixlayer’s instruction).
“Scheduled Maintenance” shall mean scheduled network, hardware, or service maintenance or upgrades, provided that such maintenance is conducted between the hours of 10pm and 12am on Wednesday or Thursday (US Pacific Time), or on such other date and time after Customer receiving at least seven (7) days advance notice thereof, and provided that such scheduled downtime does not exceed 4 hours for any particular scheduled event. Any failure to notify Customer of Scheduled Maintenance or to conduct Scheduled Maintenance within the allowed times set forth herein, will result in the resulting downtime being considered “Downtime” for purposes of calculating the Monthly Uptime Percentage. Uptime shall not apply to, and ixlayer will not be responsible for, any downtime which: (1) lasts less than 15 minutes; (2) results from Scheduled Downtime; (3) results from the failure of communication or telephone access service or other outside service or equipment or software not the fault of ixlayer, including without limitation general network outages; (4) is caused by a third party, not under ixlayer’s control; or (5) is a result of causes beyond the reasonable control of ixlayer.