Service Level Agreements

This page details the operating hours for PeerNova's support of Cuneiform® for Salesforce® and the Service Level Agreement (SLA), which outlines the expected frequency and timing of communications from our support team once a customer case is initiated.

APPLIES TO | CUNEIFORM FOR CRM CUNEIFORM FOR DATA CLOUD

Table of Contents

1 Business Hours
2 Support Plan Service Level Agreements (SLAs)
- 2.1 Available Support Plans
- 2.2 Case Severity Descriptions
- 2.3 Service Level Agreements

Business Hours

PeerNova provides email and Slack-based support from 5 a.m. Eastern Time to 5 p.m. Pacific Time, except for recognized national holidays in the United States.

Email and Slack community support is available for all Cuneiform for Salesforce customers.

Please email sfsupport@peernova.com to open a case or join our Slack Community to meet with our support team members. These support channels are available to all Cuneiform® for Salesforce® customers.

Support Plan Service Level Agreements (SLAs)

PeerNova will respond to Service-Level Incidents and other types of support requests based on a customer's specific support plan. The following table outlines our Service-Level Agreements (SLAs) and details the response times for different levels of case severity for Cuneiform for Salesforce customers, depending on their selected support plan.

Available Support Plans

All Cuneiform for Salesforce products adhere to the specified support plans. Each plan honors a specific Service Level Agreement based on the severity of the case.

Basic Support
Basic support is included in free products, beta products, and free trials.

Standard Support
Standard support is included in all product purchases.

Premier Support
Premiere Support is available for purchase as part of a Success Plan.

Case Severity Descriptions

Service Level Agreements (SLAs) differ based on the chosen support plan and the severity level of the case in question. This table outlines what each case severity level means and provides an example case, including a scenario with a targeted release timeline.

Case Severity	Description	Example	Target Release
Level 1 CRITICAL	One or more key features of the Services are not working and there are no acceptable workarounds with imminent threat to near-term business milestones posing a financial risk.	The data profiling engine is not producing correct results, which would risk a project’s go-live date within one business week.	Next available release via patch, once issue is resolved and verified.
Level 2 HIGH	One or more key features of the Services are not working, where a workaround delivering the same outcomes is available.	A report does not display the correct information, but the underlying data can be retrieved from the data model. Data Governance attributes are not being captured in the data model but are accessible through setup tree reporting options.	Next release or a patch, determined by PeerNova based on number of customers impacted.
Level 3 medium	A Services feature is working but with inconsistent performance levels or raising usability concerns.	A data profiling job that historically took 10 minutes takes longer than an hour.	A future release, timing TBD, based on frequency of occurrence, root cause, and quantifiable impact.

Service Level Agreements

This table categorizes the response times and update frequencies for support cases according to three tiers of service plans: Basic, Standard, and Premier. It breaks down the support engagement into three severity levels, each defining the urgency and attention the case will receive.

Case Severity	Basic	Standard	Premier
Level 1 CRITICAL	Best Effort	1 business hour Daily updates	1 business hour Updates every 4 hours
Level 2 HIGH		1 business day Weekly updates	4 business hours Daily updates
Level 3 medium		3 business days No updates	1 business day Updates as information changes.

Please note that all binding SLA descriptions and related or dependent language are in our Master Subscription Agreement (MSA). Please review the MSA for additional binding details. The descriptions in this document are representations of the MSA language.