This Service Level Agreement describes ControlUp’s commitment to support and defines the specific levels of service ControlUp commits to deliver to its MSPs.
All capitalized terms not otherwise defined in this SLA shall have the meanings set forth in the Managed Service Provider Agreement (“MSP Agreement”), elsewhere in this SLA, or in Annex A at the end of this Agreement.
ControlUp’s support channels are available 24 hours per day, 365 days per year for Elite Partners and during Business Hours, defined as 06:00 – 00:00 UTC, Monday – Friday for Authorized and Advanced. All support requests (“Tickets”) must be submitted via the ControlUp service desk, which is accessible through the Customer Portal or via email.
Customer Portal (Preferred Method): The MSP may submit Tickets through the customer portal by signing in via the ControlUp Support Page, and submitting a Ticket.
Email Support: Tickets may also be submitted by email to support@controlup.com.
Video Conferencing: Video conferencing sessions may be requested after a Ticket has been submitted. Such sessions are subject to availability and are intended to support the investigation and Resolution of the reported Ticket.
Self-Service Knowledge Base: The MSP may access the Customer Portal repository for knowledge articles, technical guidance, and best practices to assist in diagnosing and resolving reported Tickets. Use of the knowledge base is intended to complement, but not replace, formal support provided by ControlUp.
The MSP shall be responsible for submitting Tickets to ControlUp and for designating the applicable Severity Level at the time of submission.
For Tickets submitted via the Customer Portal, the MSP shall select the appropriate Severity Level: Urgent (Severity 1), High (Severity 2), Normal (Severity 3), or Low (Severity 4). For Tickets submitted by email, the MSP shall indicate the corresponding Severity Level in the subject line (e.g., “Severity 1 – Urgent,” “Severity 2 – High,” etc.).
Upon receipt of a Ticket, ControlUp’s Support Services team shall log the Ticket and communicate with the MSP regarding its status. ControlUp may, using reasonable judgment and technical diligence, adjust the designated Severity Level based on an initial technical assessment, in accordance with ControlUp’s internal support procedures and the Response Time and Resolution commitments set forth in this SLA.
ControlUp’s Support Services team will work with the MSP throughout the lifecycle of a Ticket to ensure that appropriate resources and attention are applied toward a timely Resolution in accordance with the applicable Severity Level and Response Time commitments.
If a Resolution cannot be achieved to the MSP’s reasonable satisfaction through the Support Services team, ControlUp shall escalate the Ticket to the designated Customer Support Manager (or higher) for further review and Resolution. The escalation process enables the MSP to request escalation of a Ticket where: (i) the impact on the MSP’s business has increased and a higher priority is reasonably required; or (ii) the MSP is dissatisfied with the progress of the Resolution or the support services being provided.
If a Ticket qualifies as an Error, ControlUp will assign a Severity Level based on its technical assessment and respond in accordance with the Response Time commitments set forth in this SLA.
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Severity |
Description |
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A Severity 1 Ticket is an Error in the ControlUp Offering or Services that causes a material and widespread disruption, where the ControlUp Offering is down, there is an immediate and significant risk of loss, corruption, or unauthorized access to mission-critical data, or the issue introduces a significant operational risk to the MSP. |
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A Severity 2 Ticket is an Error in the ControlUp Offering or Services that causes a significant degradation, where core functionality is materially impacted but the ControlUp Offering remains operational, and a temporary workaround may be available. |
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A Severity 3 Ticket is an Error in the ControlUp Offering or Services that results in a limited or non-critical impact, where a partial, non-Urgent loss of functionality, or a material bug is affecting certain features or components. |
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A Severity 4 Ticket is an Error, question, or request with minimal impact on the ControlUp Offering or Services, which does not affect critical business operations, or other non-Urgent technical matters, or Tickets affecting only a limited number of users. |
Subject to the applicable Support Plan specified in the Agreement and the assigned Severity Level of a reported Error, ControlUp shall provide an initial Response Time to the MSP within the timeframes set forth in the table below.
Response Times reflect ControlUp’s acknowledgement of the Ticket and commencement of investigation, and do not constitute a guarantee of resolution within any specific timeframe. ControlUp shall use commercially reasonable efforts to resolve Tickets in accordance with the applicable Support Plan, Severity Level, and the nature and impact of the Error on the MSP and its End Customers, consistent with the Severity Level Definitions set forth in this SLA.
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MSP Partner Level |
The level of support provided is determined by the MSP Partner Level, as set forth in the applicable Schedule.
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Severity Level (as defined above) |
Initial Response Time |
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Authorized
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Standard ControlUp support services. |
1. Urgent |
30 minutes |
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2. High |
2 Business Hours |
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3. Normal |
8 Business Hours |
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4. Low |
8 Business Hours |
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Advanced
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Priority Level 1 support queue with MSP-aware routing and accelerated handling. |
Same as Authorized |
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Elite |
The Elite Support Tier includes all features of the Standard and Advanced tiers, together with assignment of a designated Technical Relationship Manager (“TRM”). The TRM shall provide proactive service reviews, case coordination and escalation management, periodic service reporting, and guidance on best practices related to use of the ControlUp Offering. For the avoidance of doubt, TRM Services are advisory and coordination-based in nature and do not include implementation, configuration, remediation scripting, dashboard creation, integrations, custom development, or other Professional Services activities unless expressly set forth in a mutually executed Statement of Work.. |
Same as Authorized, plus 24x7x365 response support |
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The MSP acknowledges and agrees to the following terms with respect to Support under this SLA:
First Line Triage. The MSP shall use commercially reasonable efforts to perform initial troubleshooting, log collection, and diagnostic review prior to submitting a Ticket to ControlUp. The MSP acknowledges that Support Services are intended to address reproducible Errors in the ControlUp Offering and are not a substitute for the MSP’s own first-level support obligations.
Scope of Support. ControlUp is responsible only for resolving Errors where the Software materially fails to conform to the functional specifications set forth in the applicable product Documentation. Resolution is contingent upon the MSP providing all necessary components, information, and cooperation required to reproduce the Ticket.
Reproduction of Tickets. ControlUp must be able to reproduce a reported Error in order to attempt resolution. The MSP shall cooperate and work closely with the ControlUp Support team to reproduce the Error, including performing diagnostic or troubleshooting activities as requested and appropriate.
Authorized Access. Subject to the MSP’s approval, Authorized Users may be asked to grant ControlUp Support team access to their Service User accounts for troubleshooting purposes.
IT Infrastructure Control. To allow ControlUp Support team to perform necessary maintenance and support, the MSP must provide appropriate access and control over its IT infrastructure.
Availability for Urgent/High Tickets. For Urgent (S1) or High (S2) Tickets, the MSP is expected to be reasonably available during business hours for the duration of the resolution process to assist with diagnostics, testing, or validation.
Information to be Provided. To facilitate resolution, the MSP shall provide the Support team with all relevant information, including but not limited to: (a) ControlUp product name and version number; (b) network configuration and relevant version, if applicable; (c) any program error messages (screen captures recommended); (d) a detailed description of the Ticket; (e) steps taken to attempt resolution and (f) supporting data or logs as requested.
Dependencies on MSP Activities. Resolution of a Ticket may be delayed if dependent upon the MSP rebuilding or modifying applications or configurations.
MSP Data Access. Data maintained by the MSP or its End Customers is accessible only in accordance with the Documentation and the MSP Agreement.
Professional Services. Implementation, onboarding, configuration, integration, migration, remediation scripting, dashboard design, customization, and similar activities constitute Professional Services and are not included within Support Services unless expressly set forth in a mutually executed Statement of Work. Support Services are limited to addressing reproducible Errors in the ControlUp Offering as defined herein.
ControlUp shall have no obligation to provide a Workaround or Resolution for any reported Error to the extent such Error arises from, relates to, or is caused by:
(a) improper, unauthorized, or non-compliant use of the ControlUp Offering by the MSP or its End Customers, including any use inconsistent with the Agreement or the applicable documentation; (b) any modifications, alterations, configurations, adaptations, combinations, or customizations made by or on behalf of the MSP or its End Customers that are not expressly authorized in writing by ControlUp; (c) applications, systems, or services that fall outside the scope of the ControlUp Offering; (d) failures, outages, or performance issues attributable to the MSP’s or its End Customers’ systems, hardware, networks, environments, or infrastructure that are not owned, operated, or controlled by ControlUp; (e) the MSP’s failure to provide required information, access, configurations, or a supported operating environment necessary to investigate or reproduce the Error; (f) the MSP’s or its End Customers’ failure to timely accept, install, or implement software components or patches made available by ControlUp; (g) willful or negligent acts or omissions of the MSP or its End Customers; (h) interruptions, failures, or degraded performance caused by third-party suppliers, service providers, connectivity providers, or external dependencies outside ControlUp’s reasonable control.
An Error shall not be deemed attributable to ControlUp, and no Resolution or support commitment shall apply, where ControlUp is unable to reproduce the reported Error due to any of the foregoing circumstances.
ControlUp shall provide first-level support to the MSP, and the MSP shall be solely responsible for providing support and maintenance services to its End Customers. The MSP shall use commercially reasonable efforts to respond to support inquiries from its End Customers without reliance on ControlUp.
ControlUp shall respond to commercially reasonable support requests from the MSP relating to its End Customers, provided such requests are submitted in accordance with this SLA. For the avoidance of doubt, ControlUp shall have no liability for any acts or omissions of the MSP in providing support or maintenance to its End Customers.
ControlUp maintains a public service status page providing information on the availability and operational status of ControlUp cloud-based backend services, available at https://status.controlup.com/.
The status page reflects the health of ControlUp’s cloud services only and does not display the status of ControlUp components installed within End-customer or MSP environments. MSPs may subscribe to receive notifications regarding service incidents, maintenance, and uptime events by selecting “Subscribe to Updates” on the status page.
Availability means the percentage of time during a given measurement period that the ControlUp Offering is accessible and usable by the MSP, excluding any Scheduled Maintenance, emergency maintenance, or service unavailability caused by factors outside ControlUp’s reasonable control.
ControlUp shall make the ControlUp Offering available in accordance with the following service levels (the “Availability Service Levels”):
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Metric |
Service Level |
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Availability during Prime Time |
99.95% |
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Availability during Non-Prime Time |
99.5% |
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Prime Time |
Business Hours |
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Non-Prime Time |
Non-Business Hours |
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Scheduled Maintenance Window |
Up to eight (8) hours per calendar month, conducted during Non-Prime Time. |
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Maximum Unscheduled Downtime |
One (1) hour per calendar month. |
Availability shall be calculated on a monthly basis using the following formula:
For purposes of this SLA:
“Uptime” means the total time during the applicable measurement period that the ControlUp Offering is fully operational in accordance with the functional specifications and the Availability Service Levels set forth in this SLA and the MSP Agreement.
“Downtime” means the total period during which the ControlUp Offering is unavailable or materially non-operational, excluding any unavailability occurring during a Scheduled Maintenance Window.
Scheduled Maintenance means any maintenance performed within the Scheduled Maintenance Window shall not be counted as Downtime for purposes of calculating Availability. MSPs will be notified in advance of scheduled maintenance via the ControlUp Status Page and through notifications accessible directly in the ControlUp Offering interface.
Emergency Maintenance means any maintenance performed outside the Scheduled Maintenance Window, including during Prime Time, to address imminent data loss, security, or critical operational risks. Downtime during Emergency Maintenance is excluded from Service Credit calculations.
Excluded Event means any event that adversely impacts the ControlUp Offering to the extent it is caused by: (a) acts or omissions of the MSP, its employees, or agents; (b) equipment, applications, or systems not owned or controlled by ControlUp; (c) Force Majeure events, including acts of God, riots, war, terrorism, governmental actions, public strikes, fires, floods, earthquakes, and other natural disasters; (d) scheduled Maintenance Windows; or (e) any permitted suspension of the ControlUp Offering due to nonpayment; or (f) any other cause beyond ControlUp’s reasonable control;
ControlUp warrants that it will provide uninterrupted access to the ControlUp Offering in accordance with the Availability Service Levels set forth in this SLA). These Service Levels and related Service Credits apply solely to MSPs enrolled in the Elite Tier.
In the event that the ControlUp Offering fails to meet the Availability Service Level due to an Error (“Service Availability Event”), the MSP shall be eligible to receive a Service Credit as described herein.
An Outage Event is defined as any period during which the MSP is unable to access or use the ControlUp Offering due to ControlUp’s failure to make the Service available, excluding Scheduled Maintenance, Emergency Maintenance, or any Excluded Events.
Service Credits will be calculated on a monthly basis as follows:
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Monthly Availability |
Service Credit Percentage |
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Less than 99.95% |
2% of the monthly fee (or 1/12 of annual fee under the Schedule) |
Service Credits for any given month shall not exceed 10% of the monthly fee. The calculation is based on the monthly fees for the ControlUp Offering under the applicable Schedule, excluding any supplemental fees.
Service Credits shall be the MSP’s sole and exclusive remedy for any failure to meet the Availability Service Levels under the MSP Agreement.
ANNEX A – DEFINITIONS
“Customer Portal” means the authenticated online page provided by ControlUp that allows access to product-related resources, Documentation, and other materials to assist with onboarding, troubleshooting, and use of the ControlUp Offering.
“Error” means any reproducible defect or failure in the ControlUp Offering or Facilities that prevents the Services from operating in accordance with the Documentation or the applicable Service Levels.
“Ticket” means a request for Support Services submitted by the MSP via the designated support channels, irrespective of whether the reported Ticket ultimately qualifies as an Error under this SLA.
“Resolution” means the action taken by ControlUp to correct a reported Error or to provide confirmation that the reported Ticket does not constitute an Error under the terms of this SLA.
“Response Time” means the period between the time the MSP submits a Ticket in full through the designated support channels and the time when ControlUp’s Support Services team acknowledges the Ticket, confirms the agreed Severity Level, and assigns the Ticket to the appropriate support team for investigation, analysis, and Resolution.
“Severity Level” means the classification assigned by ControlUp, acting reasonably and in good faith based on its technical assessment, to a reported support Ticket based on the nature, scope, and impact of the Ticket on the ControlUp Offering, the MSP, and/or its End Customers, including the extent of service disruption, functional impairment, data risk, and business impact. The applicable Severity Level determines ControlUp’s support obligations and applicable Response Times under this SLA.
“Workaround” means a temporary measure, procedure, or alternative process provided by ControlUp to mitigate the impact of an Error while a Resolution is being implemented.
“Service Credit” means the credit issued to the MSP for a Service Availability Event period during which the ControlUp Offering fails to meet the Availability Service Levels under this SLA.