The support described below applies to Bottomline’s Payments & Cash Management (Enterprise & Premier) offering. Capitalized terms not defined below have the meaning given to them in the Terms.
Support.
Availability. Bottomline will use commercially reasonable efforts to make the Products and Services available to Customers 99.9% of the time measured on a monthly basis for each full calendar month, as a percentage of total hours of availability for such month, excluding periods that the Products and Services are unavailable due to Excluded Events. For the purposes of this section “availability” shall mean the ability to access and use the Products and Services. An “Excluded Event” means any time that the Products and Services are not available due to any of the following: (i) network, Internet or telecommunications, or third party service provider problems outside of Bottomline’s control; (ii) failure of Customer’s hardware and/or software; (iii) any scheduled or emergency maintenance period; (iv) problems with Customer’s networks, including LANS, WANS, or any failure of such networks to conform to any capacity requirements; (v) failure of the source of electricity or failure to provide a reasonable physical environment for the Products and Services; or (vi) network intrusions, denial of service attacks or any other force majeure events. If Bottomline fails to meet 99.9% availability in any month during the Term, Bottomline will, upon notification by Customer and verification by Bottomline, apply the percentage credits set forth below to Customer’s subsequent months invoice.
| System Availability | Credits |
|---|---|
| Uptime of 99.9% or higher | No Credit |
| Uptime of less than 99.9%, but greater than or equal to 98% | 5% of Monthly Recurring Fee |
| Uptime of less than 98% | 10% of Monthly Recurring Fee |
In the event Bottomline fails to achieve 99.9% availability in any three (3) months during any rolling six (6) month period during the Term, Customer may terminate these Terms without penalty by notifying Bottomline in writing within ninety (90) days of the third failure, provided such failure is not associated with an Excluded Event. Recovery Time Objective (RTO) shall not exceed 4 hours. Recovery Point Objective (RPO) shall not exceed 15 minutes.
In the event Bottomline fails to achieve such RPO or RTO, Bottomline will provide Customer a credit in the amount of ten percent (10%) of the monthly recurring fee set forth in the applicable Order Form.
Maintenance. Bottomline, at its sole discretion, regularly conducts scheduled maintenance to perform routine software and hardware upgrades and the systems supporting the Products and Services. Bottomline will use commercially reasonable efforts to notify Customer at least 72 hours in advance whenever Bottomline anticipates that scheduled maintenance will have a material impact on the Product and Services. Additionally, emergency maintenance may be necessary to fix deficiencies or to address unexpected risks to the Products and Services. Customer acknowledges and agrees that access to the Products and Services may be degraded during maintenance periods. Bottomline will use commercially reasonable efforts to schedule maintenance at non-peak hours when possible.
Support Hours & Requests. Telephone support is provided between 8:00 AM ET and 8:00 PM ET, Monday through Friday, excluding Bottomline holidays. Secure, password-protected access to Bottomline’s customer support website and Knowledge Centered Services is available 24 hours a day, 7 days a week, and 365 days a year, unless otherwise set forth here. Support requests may be made by Customer via telephone, email, or Internet to Bottomline’s Help Desk. The contact information for the Help Desk can be found here based on region and type of Products and Services. Customer may report issues to Bottomline via telephone after regular business hours. All critical issues (as determined by Bottomline) reported after hours are escalated immediately to on-call personnel for commencement of a resolution. All non-critical issues (as determined by Bottomline) reported after hours are addressed the next business day.
System Requirements. Customer acknowledges and agrees that use of the Products and Services requires (i) maintenance of an Internet connection and browser on each Authorized User’s workstation with adequate bandwidth and the minimum system requirements as set forth in the Documentation; (ii) configuration of browsers to access the Products and Services’ websites, dashboards and portals; and (iii) verification that firewalls and proxy servers allow access to the Products and Services.
Criteria & Response Times. For the purposes of this section, “Defect” means a material defect in the Products and Services that prevents material conformity with the applicable Documentation. Bottomline will determine, in its reasonable discretion, the applicable severity level of any reported Defect in accordance with the descriptions set forth below. All severity 1 and 2 issues must be reported to Bottomline’s Help Desk via telephone.
| Severity Level | Description | Response Time | Severity 1 | • Production application down. A fatal problem preventing production Customers from accessing the Products and Services or making payments or other financial transactions. A Defect that compromises financial data integrity or security. Product and Services terminate or freeze forcing users to start transaction over. • Critical product functionality not working; no reasonable workaround. |
Bottomline will extend best efforts to respond to calls within 1 business hour of receipt of the reported incident. Bottomline will validate the issue and will continue working until the case is resolved or until an agreed upon workaround is in place. Status updates will be provided every 4 business hours during the hours of operation. |
|---|---|---|
| Severity 2 | • Errors that cause failure within non-critical functionality, where there is no reasonable workaround. | Bottomline will extend best efforts to respond to calls within 4 business hours of receipt of the reported incident. Bottomline will validate the issue, and will continue working during standard hours of operation until the case is resolved or until an agreed upon workaround is in place. Status updates provided bi-weekly. |
| Severity 3 | • Functionality error where there is a workaround. • Internal requirements to improve service to customers. • Product Knowledge Questions • Errors that do not affect core functionality. |
Bottomline will respond to calls on a first come, first served basis. Initial calls will be responded to within one (1) business day. If applicable, updates will be provided monthly until a new product release. |
