Citta Software Support and Service Levels
1. Overview
Thotnr Consulting, Inc. ("Thotnr") provides technical support for Citta during the applicable Subscription Term. Support is intended to assist Customer with use of the Service, diagnosis of product issues, and reasonable efforts to address verified defects attributable to Citta.
Response times described on this page are targets unless expressly identified as a contractual "Service Level" in an applicable Order Form. Response targets are not guaranteed resolution times and do not create a commitment to resolve an issue within the applicable response period.
To enable effective support, Customer will:
- provide sufficient information to reproduce, diagnose, and investigate reported issues;
- designate appropriate technical contacts to work with Thotnr support personnel;
- use supported versions, configurations, and documented operating practices;
- reasonably cooperate with troubleshooting, testing, and remediation activities; and
- for customer-managed deployments, maintain the underlying infrastructure, network, security configuration, capacity, and required third-party services.
2. Contacting support
Authorized Customer contacts may submit support requests using the support channel designated by Thotnr.
Support requests are raised by email to this address. It is the only channel for raising a support ticket.
Standard technical support is available during Thotnr business hours. Critical production incidents may be escalated outside standard business hours where such support is expressly provided by the applicable agreement or Order Form.
A support request should be submitted through the designated support channel by an authorized Customer contact and include sufficient information for Thotnr to commence reasonable triage. Thotnr may request additional information, logs, access, configuration details, or other reasonable assistance needed to investigate the issue.
An "Initial Response" means acknowledgement of a valid support request and the commencement of reasonable triage or investigation. It does not mean that the issue will be diagnosed, remediated, or resolved within the applicable response target.
Response-time measurement may be suspended while Thotnr is awaiting information, access, cooperation, approvals, logs, testing, or other assistance reasonably required from Customer to investigate or address the support request.
3. Severity levels and response targets
Severity is assessed based on the actual and demonstrated production impact of an issue, including affected functionality and users, business impact, and the availability of reasonable workarounds. Thotnr may adjust severity as additional information becomes available or the impact changes.
| Severity | Description | Target initial response | Type |
|---|---|---|---|
| P1 - Critical | A verified production incident resulting in the Citta Hosted Service being unavailable to substantially all Customer Users, or a core production function being unavailable to substantially all affected users, causing a material interruption to the Customer's core business operations, with no reasonable workaround available. | 8 hours | Target |
| P2 - High | A verified production incident materially impairing significant functionality or an important business process for multiple Customer Users, while the Service remains substantially operational or a reasonable workaround is available. | 12 hours | Target |
| P3 - Normal | A verified issue with limited operational impact, including non-critical defects, intermittent errors, limited performance degradation, or issues affecting a limited subset of users or functionality. Normal operations can generally continue, including through an available workaround. | 2 business days | Target |
| P4 - Low | General questions, how-to requests, cosmetic or usability issues, documentation requests, product suggestions, feature enhancement requests, or other matters with minimal or no material impact on production operations. | 5 business days | Target |
Thotnr will determine the severity of a support request in its reasonable discretion based on the information available at the time of assessment. Customer-requested severity classifications are considered in good faith but do not by themselves determine the applicable severity. Severity may be reclassified when additional information becomes available or the impact of the issue changes.
Customer may request escalation if the business impact of an issue materially changes or if additional management attention is reasonably required. Escalation does not modify an applicable response target or create a guaranteed resolution time.
Unless expressly stated otherwise in an applicable Order Form, Thotnr does not provide guaranteed resolution, remediation, workaround, restoration, recovery, or resolution-to-close times. Any estimated timelines communicated during troubleshooting are indicative only and may change as investigation progresses.
Individual user issues, non-production environment issues, isolated transaction or data issues, performance degradation that does not materially affect the Service as a whole, background job delays, reporting discrepancies, or defects for which a reasonable workaround exists generally will not qualify as P1.
4. Hosted Service availability
For the Citta Hosted Service, Thotnr targets a 99.5% Monthly Availability Percentage, excluding Planned Downtime and Excluded Events. Where an applicable Order Form expressly identifies this availability commitment as a contractual Service Level, that Order Form will govern the applicable service-level remedy.
"Monthly Availability Percentage" means the percentage of total minutes in a calendar month during which the production Hosted Service is Available, excluding Planned Downtime and Excluded Events.
"Available" means that the production Hosted Service is capable of receiving and processing substantially all valid Customer requests. Partial degradation, isolated feature failures, individual user issues, non-production environment issues, and isolated transaction or data issues do not constitute unavailability of the Hosted Service as a whole.
The Hosted Service Availability Service Level does not apply to Citta Software deployed in Customer-controlled infrastructure, including Customer AWS accounts. For such deployments, Thotnr will provide software support in accordance with the applicable support provisions and response targets.
Customer is responsible for the availability, capacity, security, configuration, monitoring, backup, networking, operating systems, databases, cloud resources, and other infrastructure required to operate a customer-managed deployment, except to the extent expressly included in Thotnr's applicable scope of services.
Downtime, degradation, or performance issues caused by or resulting from the following are excluded from the calculation of Monthly Availability Percentage:
- Planned Downtime and emergency maintenance;
- failures or outages of AWS or other third-party hosting, network, telecommunications, identity, infrastructure, API, or other services outside Thotnr's reasonable control;
- Customer systems, networks, devices, applications, cloud accounts, IAM configuration, quotas, security policies, capacity, or other Customer-controlled infrastructure;
- Customer Data, Customer configuration, Customer code, Customer-requested changes, or changes made by Customer or its contractors;
- third-party software, integrations, APIs, or services not controlled by Thotnr;
- Customer misuse, unsupported use, or material deviation from Documentation;
- Customer exceeding documented usage limits, quotas, capacity, or technical requirements;
- suspension of Service permitted under the applicable agreement, including for security, abuse, or non-payment reasons;
- denial-of-service attacks, malicious activity, or security events outside Thotnr's reasonable control;
- force majeure events or other events outside Thotnr's reasonable control;
- beta, preview, trial, evaluation, proof-of-concept, or other non-production features or environments; and
- issues attributable to Customer Data that is incomplete, corrupted, malformed, or otherwise unsuitable for the applicable Service functionality.
5. Maintenance
Thotnr may periodically perform maintenance, upgrades, releases, infrastructure changes, or other work that requires temporary interruption or degradation of the Hosted Service. Where commercially reasonable, Thotnr will schedule Planned Downtime outside standard business hours and use reasonable efforts to provide advance notice.
Thotnr may perform emergency maintenance without advance notice when reasonably necessary to address security, reliability, performance, capacity, data integrity, infrastructure, legal, or other material operational concerns.
Maintenance performed by AWS or other third-party infrastructure providers may occur outside Thotnr's preferred maintenance windows and is treated as an Excluded Event to the extent outside Thotnr's reasonable control.
6. Scope and limitations
These support terms apply only to currently supported Citta Software and Services purchased under an active Order Form. Unless expressly agreed in writing, these terms do not apply to:
- professional services, implementation services, or custom development milestones;
- third-party products, integrations, or services;
- beta, preview, proof-of-concept, evaluation, or trial functionality;
- unsupported versions, configurations, or environments;
- Customer-developed applications, code, queries, scripts, workflows, or data-processing logic;
- issues caused by Customer Data, Customer configuration, Customer workload, or Customer infrastructure; or
- performance characteristics that depend materially on Customer Data, workload volume, architecture, configuration, infrastructure, or third-party services.
Unless expressly stated in an applicable Order Form, Thotnr does not provide contractual guarantees regarding transaction latency, query performance, throughput, job completion time, pipeline duration, deployment completion time, recovery time, recovery point, data-processing duration, or other performance or recovery metrics.
Thotnr may reasonably request that Customer reproduce an issue in a supported configuration or environment where necessary to determine whether the issue is attributable to the Service. Support for third-party products or Customer-developed components is limited to reasonable assistance in identifying whether they are contributing to an issue; responsibility for those components remains with the applicable provider or Customer.
Support requests should contain sufficient and accurate technical information to enable Thotnr to diagnose issues related to the Citta Software and Services. Where an issue is determined to result from a Customer's infrastructure, cloud environment, network, configuration, custom code, data-processing logic, or broader technology-stack implementation rather than from a defect or failure in Citta, Thotnr may provide reasonable guidance to help identify the source of the issue as part of Professional Services instead of technical support.
7. Updates and contractual priority
Thotnr may update these Support and Service Levels from time to time in accordance with the applicable Master SaaS Agreement. The version applicable to Customer will be the version incorporated into or referenced by the applicable agreement or Order Form.
These Support and Service Levels are subject to the applicable Master SaaS Agreement and Order Form. In the event of a conflict, the Master SaaS Agreement will control, except to the extent an Order Form expressly and specifically modifies the particular support or service-level provision.
Where an availability Service Level and an associated service credit or other remedy are expressly provided in an applicable Order Form, that remedy will be governed exclusively by the terms of that Order Form and the applicable Master SaaS Agreement.
