Scope
This SLA applies to the hosted VantagePoint SaaS platform, standard cloud-hosted VantagePoint services, and customer support for the hosted platform.
This SLA does not apply to customer-owned hardware, customer networks or Internet connectivity, cellular providers, third-party data providers, or force majeure events.
Support
Standard support is available Monday through Friday, 8:00 AM to 5:00 PM Mountain Time, excluding U.S. holidays. Support is available by email and telephone.
Blue Water Design makes commercially reasonable efforts to respond promptly based on issue severity and business impact.
Issue Prioritization
| Severity | Description |
|---|---|
| Critical | Complete loss of hosted VantagePoint service, significant impact to production operations, and no reasonable workaround. |
| High | Major functionality unavailable. A workaround may exist. |
| Normal | General support questions, minor defects, configuration assistance, and feature questions. |
Measurement Method
Support issues are classified by severity after Blue Water Design receives enough information to identify the affected customer, affected service, and reported condition. Maintenance activity and support events are tracked using Blue Water Design operational records.
Planned Maintenance
Maintenance is performed periodically to improve reliability, security, and functionality. Whenever practical, maintenance is scheduled during periods of low customer impact and advance notice is normally provided for planned maintenance.
Emergency maintenance may occur without prior notice when necessary to maintain system security or integrity.
Security and Incident Response
Blue Water Design maintains operational procedures for responding to security incidents. Customers will be notified of confirmed security incidents affecting Customer Data in accordance with applicable contractual and legal requirements. Additional updates will be provided as the investigation progresses.
Backup and Recovery
VantagePoint data is regularly backed up using automated processes. Recovery procedures are maintained to support restoration following operational failures or other service-impacting events.
Customer Responsibilities
- Maintaining Internet connectivity.
- Maintaining field hardware.
- Protecting account credentials.
- Promptly reporting suspected service issues.
- Maintaining current contact information.
Service Changes
Blue Water Design continually improves the VantagePoint platform. Updates may be deployed periodically to improve security, reliability, performance, and functionality. Most updates require no customer action.
Public Safety Notice
VantagePoint is designed to improve situational awareness, monitoring, and operational decision support. Customers remain responsible for operational decisions, emergency response procedures, and maintaining appropriate redundancy for critical public safety functions.