ChartIQ ⋅ S&P Service Level Agreement (“SLA”)

Charting Library

This SLA sets forth the Standard interface between S&P and Subscriber regarding Technical Software Support for the resolution of problems with the Charting Library software, as well as software integration support.

Annual fees entitle the Subscriber to the support services described in the Software License Agreement as well as quarterly upgrades and e-mail and Web ticketing-based technical support as defined in this Standard SLA. By way of example, the annual fees do not include on-site technical support, training, professional services or related travel expenses.

When and How S&P Will Respond to Charting Library Technical Support Inquiries

Support hours are 9:30 AM to 5:30 PM ET on days when the NYSE market is open for a full trading session.

Support services are limited to the last four Software version releases. Any Subscriber on prior releases will be required to upgrade to a supported version before the support request can be evaluated.

All requests must be submitted to support@chartiq.com. A ticket will automatically be opened and a response confirming the receipt of issue immediately sent. All requests will be addressed by a knowledgeable S&P technical support engineer.

Subscriber agrees to supply all information requested by S&P to complete the support request, including but not limited to error messages, access to the running code in a QA or production environment or Reproducible Test Case, code snippets, library version, a clear and detailed explanation of the issue, steps to reproduce the condition, screen shots depicting the issue, data loaded into the chart at the time the issue occurs, list of any recent changes done on the system leveraging the library, or any other information needed by S&P to address the inquiry as quickly as possible. Failure to supply adequate information may result in a slow response time and will nullify these Standard SLA terms for the support request in question.

Subscriber, prior to submitting a support request, is required to thoroughly read the supplied documentation to determine if an answer to the support question exists.

Please note S&P reserves the right to refuse technical support if S&P determines that the requests are consultative in nature or unrelated to actual technical support.

Technical Software Support Terms for Charting Library

Problem Resolution Support

Problem Resolution Support is defined as any inquiry where an underlying defect in the Charting Library software is identified. Resolution Support will consist of either a Workaround, an Interim Solution or a Permanent Solution. Problems that require an Interim Solution will be considered resolved when the test used to reproduce the problem (“Reproducible Test Case”) demonstrates the corrected behavior.

Note: S&P is not responsible for resolving problems arising from errors in equipment or software not provided by S&P or errors made by individuals who are not S&P employees or contractors.

Resolution Objectives

Case Severity	Workaround	Interim Solution	Permanent Solution
1	Provided within 2 Business Days.	Provided within 1 business week if no Workaround is possible.	Included in next release.
2	Provided within 5 Business Days.	Provided within 1 working month.	Included in next release.
3	Next release.	N/A	When deemed feasible by S&P.

Severity Definitions

Severity Level	Description
1	A Severity 1 problem exists if any S&P Product or major function as described on the API specifications and documentation is (i) inoperative, or (ii) is experiencing terminable/intermittent problems that is having a significant impact on the Subscriber’s ability to use the Software.
2	A Severity 2 problem exists if functionality of the Software as described on the API specifications and documentation is found to be defective or absent, rendering Software difficult—but not impossible—to use.
3	A Severity 3 problem exists if the Customer experiences a non-critical degradation of performance, or experiences minor problems that need correction in either Software or the relevant documentation.

Escalation within S&P

Once S&P Technical Product Support is notified as described above, the S&P support organization will start verifying the problem. Once the problem is verified by the S&P support organization, the request will be handed over to product development if no resolution or Workaround is immediately available.

The assigned support engineer follows up the issue internally within S&P and will according to the resolution objectives set forth above attempt to send out work-arounds and Interim or Permanent Solutions.

Definitions (other capitalized terms have the meanings assigned to them in the Agreement.)

Business Day means a day on which the NYSE market is open for a full trading session.
Interim Solution means a short-term code-fix delivered as a hotfix or a patch from S&P to the customer.
Permanent Solution means, an Update of the Software in which the problem has been resolved to conform to the Software specification contained in the Documentation.
Reproducible Test Case means a test case that demonstrates in a small code sample, or in a detailed text format, the specific syntax or case that causes the problem. The test case must demonstrate the inconsistencies with the S&P documentation.
Workaround means a temporary solution to a problem. A Workaround will be replaced with a Permanent Solution unless otherwise agreed to by Subscriber.
Onboarding Period means the period following the purchase of the license or any new add-on. Special consideration will be given to clients wanting to onboard a new modality (mobile for example), on an existing license.