OnFrontiers Service Level Agreement
- Website Availability
1.1 OnFrontiers will use commercially reasonable efforts to ensure that the Website will be available at least 99.9% of the time subject to Maintenance and other Exclusions. Availability is measured monthly and calculated as follows: (total – downtime + excluded)/total * 100) ≥ 99.9. Where:
- total means the total number of minutes over the previous month;
- downtime means minutes during which the Subscription Service is not available; and
- excluded means any Maintenance and other Exclusions described in Section 2 below.
- Maintenance & Other Exclusions
2.1 The Website will not be considered to be unavailable for any outage that results from any maintenance performed by OnFrontiers (i) of which the Customer is notified at least 24 hours in advance; or (ii) during OnFrontiers’s then-current routine maintenance windows (collectively referred to herein as “Scheduled Maintenance”). In addition, the Website will not be considered unavailable for any outage due to (i) Customer network unavailability or bandwidth limitations; (ii) issues arising from bugs or other problems in the software, firmware or hardware of the Customer or any third parties; or (iii) factors outside of OnFrontiers’s reasonable control, including any Force Majeure events as listed in Section 16 of the General Customer Agreement.
- Inability to hear or be heard on Call Consultations
3.1 Audio quality of Call Consultations and Opportunity Calls depends on several factors, including Expert and Consumer bandwidth and internet connections, and the availability of telephony carriers in the specific countries in which call participants are based. If Customer is unable to hear even after using reasonable efforts to troubleshoot audio problems, OnFrontiers support team will endeavor to make alternative methods of communication available (e.g Skype, Zoom, or Whatsapp). In the event Consumer and Expert are unable to connect through these alternative methods, OnFrontiers will refund or waive any Charges for the Consultation which would have otherwise been applied.
- Inability to Reschedule Calls
4.1 If Website unavailability prevents the Consumer from rescheduling a Consultation at least 24 hrs prior to the scheduled start time, no Cancellation Charges will apply.
- Support Contact and Availability
5.1 OnFrontiers customer support will be available, as follows:
|Telephone support||+1(212) 203-9005||24hrs per day (M-F)|
|firstname.lastname@example.org||24hrs per day (M-F)|
|Online live chat support||onfrontiers.com||24hrs per day (M-F)|
|Online support library||support.onfrontiers.com||24hrs per day (M-F)|
5.2 Calls/emails received outside of regular business hours in New York will be attended within 8 hours of receipt by OnFrontiers. For Enterprise and Enterprise Plus Customers, a designated account manager will be accessible during the hours of 6am – 6pm EST (M-F) with a 24 hour response window.
5.3 All availability hours exclude public, bank and national holidays in New York.
- Service Requests
6.1 OnFrontiers will respond to service-related incidents and/or requests submitted by Customer within the following timeframes.
|Priority||Definition||Initial Response Time||Updates from Support|
|1||Critical issue that impacts progress of a Consultation or involves a compliance concern||30 minutes||Every 6 hours|
|2||Functional issue that relates to Consultation scheduling or management||1 hour||Every 24 hours|
|3||Documented functionality is unavailable for use, which is not Priority 1 or 2||3 hours||Every 72 hours|
|4||Queries regarding functions or use of the Subscription Service||24 hours||No updates provided|
- Expert Matching
7.1 OnFrontiers will respond to requests for Expert Matching 24 hrs per day (M-F), excluding public, bank or national holidays in New York.
7.2 OnFrontiers endeavors to match Consumers to the right Expert as quickly as possible from available Collections, with typical service times listed in the table below.
|Match Step||Service Time|
|Acknowledge request and contact Consumer for scoping call||Within 1 hour|
|Update Consumer on Matching status||Within12 hours from time of scoping and every 24 hours thereafter until a Match is confirmed|
|Expert Match confirmed||Varies based on Match difficulty and available Collections. Customer should allow at least 48 hours (Marketplace Experts). Additional guidance provided by Customer’s research manager at time of request.|
|Consultation occurs||Varies based on Expert availability. Marketplace Expert Consulting Guidelines require an Expert to confirm a Consultation request within 24 hours and that Consultations will occur within 5 days of confirmation.|
7.3 Service times are dependent on Consumer’s availability for scoping calls and prompt feedback to Research Manager on Expert candidates.