This Service Level Agreement ("SLA") describes the support services provided by Onyx Technologies ("Onyx," "we," "us," or "our") to customers who have purchased a support contract. This SLA defines service levels, response times, support channels, and customer responsibilities.
1.1 Scope
This SLA applies to all customers with an active support contract for Onyx Technologies products and services. Custom or enterprise support contracts may include specific terms negotiated at the time of signing. In the event of any conflict between this SLA and your signed support contract, the terms of your signed contract will prevail.
1.2 SLA Applicability
This SLA applies to:
Standard support requests submitted through our Customer Portal
Issues related to the functionality and performance of Onyx Technologies products
Technical assistance within the scope of your support contract
This SLA does not apply to:
Professional services or custom development projects with defined timelines/schedules
Training services
Requests submitted outside of designated support channels
Issues caused by third-party applications, hardware failures, or network connectivity problems beyond our control
Modifications or customizations made by parties other than Onyx Technologies
Support requests submitted through the following channels will be processed but do not fall under standard SLA response times and will be categorized as Lowest Priority:
Direct email to Onyx Technologies employees
Phone calls (unless specified in your contract)
Social media platforms
Informal communication channels
Important: To ensure timely resolution and SLA compliance, always use the Customer Portal.
3. Support Hours
3.1 Standard Business Hours
Monday to Friday: 9:00 AM – 5:00 PM Eastern Time (ET) Excluding Canadian statutory holidays
3.2 Operating Hours
Operating Hours refer to calendar hours (24/7) and apply only to Critical (P0) priority tickets.
Business Hours refer to standard business hours (Monday-Friday, 9 AM - 5 PM ET) and apply to all other priority levels.
3.3 Holidays
Onyx Technologies observes the following Canadian statutory holidays:
New Year's Day
Good Friday
Easter Monday
Victoria Day
Canada Day
Civic Holiday
Labour Day
Thanksgiving Day
Christmas Day
Boxing Day
4. Priority Levels and Response Times
Support requests are categorized into priority levels based on business impact and urgency. Response and resolution times are defined below.
5. Response and Resolution Definitions
5.1 Response Time
The time it takes for an Onyx Technologies support representative to acknowledge receipt of your ticket and provide an initial assessment or update.
5.2 Resolution Time
The time it takes to fully resolve the issue or provide a permanent fix. Resolution times are targets based on typical scenarios and may vary depending on issue complexity.
5.3 Workaround
A temporary solution that allows you to continue business operations while a permanent fix is being developed.
6. Support Request Submission Guidelines
To ensure efficient processing and resolution of your support requests, please follow these guidelines:
6.1 Required Information
When submitting a support request, please provide:
Customers should assign an appropriate priority based on the definitions above
Onyx Technologies reserves the right to adjust priority levels based on actual business impact
Priority reclassification will be communicated to the customer with justification
6.3 Ticket Updates
Customers should respond to Onyx Technologies requests for additional information within 2 business days
Failure to respond may result in the ticket being placed in "Awaiting Customer Response" status, pausing SLA timers
Tickets in "Awaiting Customer Response" status for more than 10 business days will be automatically closed
7. Customer Responsibilities
To ensure effective support delivery, customers are responsible for:
Submitting requests through the Customer Portal for SLA compliance
Providing accurate and complete information when submitting tickets
Assigning appropriate priority levels based on actual business impact
Responding promptly to requests for additional information
Maintaining current contact information in the Customer Portal
Granting necessary access for troubleshooting (when required and approved)
Keeping software and integrations up to date as recommended by Onyx Technologies
8. Onyx Technologies Commitments
Onyx Technologies commits to:
Meeting or exceeding SLA response times for properly submitted tickets
Providing regular updates on ticket progress
Maintaining qualified support staff with expertise in our products
Continuously improving our products and support processes
Transparent communication about service interruptions or incidents
Respecting customer data privacy and security at all times
9. Maintenance and Planned Downtime
9.1 Scheduled Maintenance
Onyx Technologies performs routine maintenance to ensure optimal performance and security. Scheduled maintenance is conducted during off-peak hours whenever possible.
Notice Period: Minimum 5 business days advance notice Communication: Email notification to primary contacts
9.2 Emergency Maintenance
In rare cases, emergency maintenance may be required to address critical security vulnerabilities or system failures. We will provide as much advance notice as possible and minimize disruption to services.
10. Limitations and Exclusions
This SLA does not cover:
Third-party applications or services not provided by Onyx Technologies
Network connectivity or infrastructure issues beyond our control
Hardware failures (customer equipment)
Issues caused by unauthorized modifications or customizations
Beta or pre-release features (unless specified in your contract)
Training or onboarding services (covered under separate agreements)
Force majeure events (natural disasters, pandemics, wars, etc.)
11. Modifications to This SLA
Onyx Technologies reserves the right to modify this SLA at any time. Changes will be communicated to customers with at least 30 days' notice via:
Email notification to primary contacts
Updates posted on our website
Notifications in the Customer Portal
Material changes that reduce service levels will not apply to existing contracts until renewal.
12. Contract Review and Modifications
If you would like to:
Review your current support contract terms
Upgrade to a higher support tier
Negotiate custom SLA terms
Discuss service level improvements
Please contact:
Your Account Representative, or
Submit a request via the Customer Portal (Question request type), or
Business Hours: Monday to Friday, 9:00 AM – 5:00 PM ET, excluding Canadian statutory holidays Calendar Hours: 24 hours per day, 7 days per week (applies to Critical P0 tickets only) Business Day: Any weekday that is not a Canadian statutory holiday Customer Portal: The web-based support ticketing system at http://onyx-technologies.com/support Resolution: A permanent fix or acceptable workaround that allows normal business operations Response: Initial acknowledgment and assessment of a support request Workaround: A temporary solution that mitigates business impact while a permanent fix is developed
