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STEAMe Service Level Agreement

Last updated: May 23, 2025

 

1. Availability of Services

STEAMe (or “Vendor”) will use commercially reasonable efforts to make the Services Available at least 99% of the time as measured over the course of each calendar month, where “Available” means the Services are available for access and use by Customer in accordance with the terms of the Master Services and Distribution Agreement, excluding any unavailability that results from: (i) any service interruption, security breach, or access to or manipulation of the Services that occurs on any premises other than those of Vendor and its authorized agents; (ii) unavailability during Scheduled Downtime (as defined below); (iii) unavailability due to Emergency Maintenance (as defined below) and required repairs; (iv) acts or omissions by the Customer, its Participants or Authorized Users, or any third party; (v) Customer’s or its Participants’ or Authorized Users’ Internet connectivity; (vi) failure, interruption, outage, or other problems with any software, hardware, system, network, facility, or other matter not supplied by STEAMe pursuant to the Master Services and Distribution Agreement; (vii) delays or failures to perform due to causes beyond STEAMe’s reasonable control, including acts of God, acts of a public enemy, terrorism, fires, floods, earthquakes, blizzards, other extraordinary weather events, and civil disorders; or (viii) suspension or termination of the Services in accordance with the terms of the Master Services and Distribution Agreement.

2. Scheduled Downtime

STEAMe will use commercially reasonable efforts to (i) schedule downtime for routine maintenance of the Services during (a) weekdays (i.e., Monday through Friday) between the hours of 7 PM and 7 AM, Central Time or (b) weekend hours, between 7 PM Central Time Friday and 7 AM Central Time Monday (“Scheduled Downtime”) and (ii) give Customer at least 24 hours prior notice of all scheduled outages of the Services. STEAMe generally updates the software platform every two weeks without downtime for customers; however, some updates may require Scheduled Downtime.

3. Emergency Maintenance

If STEAMe is required to perform unscheduled corrective maintenance to keep the Services operational or to correct any unexpected and serious fault or vulnerability (“Emergency Maintenance”), STEAMe will use commercially reasonable efforts to notify Customer before performing Emergency Maintenance.

4. Documentation

STEAMe will provide Customer with online access to user documentation for the Services, technical support bulletins, and other user support information to the extent STEAMe makes such items available to its other customers.

5. Technical Support

STEAMe “business hours” are defined as Monday through Friday, between the hours of 8 AM and 5 PM Central Time, excluding federal and Illinois state holidays.  At any time, support issues can be submitted by email at support@steame.com. During business hours, phone support is also available. Each request must contain, to the extent known and applicable: (i) a description of the error; (ii) the time and date when the error first came to Customer’s attention; (iii) the applicable Customer contact name, email address, and telephone number; and (iv) screenshots (without any data that can be used to identify an individual either directly or indirectly; i.e. personally identifiable information (PII)) if possible, including the browser console (each, a “Support Request”).