Customer operations
SLA / 01
Support & Service Levels
Support & Service Level Exhibit
Exhibit to the Cascade SaaS Services Agreement
Rainier Works LLC d/b/a Cascade Technology Company
Support Channels & Hours
Support is provided via email at info@cascadetechnology.ai. Support hours are 7:00 AM to 6:00 PM Pacific Time, Monday through Friday, excluding U.S. federal holidays (“Business Hours”). Severity 1 issues may additionally be reported by phone to the designated support line for expedited handling: (206) 403-8723.
Severity Definitions
| Level | Name | Definition |
|---|---|---|
| Sev 1 | Critical | The Service is unavailable or a core function (field data capture, daily report generation) is non-functional for substantially all users, and no workaround exists. |
| Sev 2 | High | A major feature is materially impaired or degraded for multiple users or projects; a workaround exists but is burdensome, or functionality is partially operable. |
| Sev 3 | Medium | A non-core feature is impaired with minor operational impact; a reasonable workaround exists. Includes isolated errors affecting a single user or project. |
| Sev 4 | Low | Cosmetic issues, general questions, configuration assistance, documentation requests, and feature or enhancement requests. |
Cascade assigns initial severity in good faith based on the information reported and will re-classify promptly upon reasonable request by Customer.
Response & Resolution Targets
| Level | First response | Status updates | Resolution target |
|---|---|---|---|
| Sev 1 | 1 business hour | Every 4 business hours | Continuous effort until resolved or workaround provided; target 1 business day |
| Sev 2 | 4 business hours | Each business day | Target 3 business days |
| Sev 3 | 1 business day | Upon material change | Target 10 business days or next scheduled release |
| Sev 4 | 2 business days | N/A | Commercially reasonable efforts; may be addressed via product roadmap |
“First Response”means acknowledgement by a qualified Cascade team member, measured in Business Hours from Customer’s report.
“Resolution” means a fix, workaround, or action plan that restores materially normal operation. Response times are commitments; resolution targets are good-faith objectives and not guarantees.
Exclusions
Support obligations and targets do not apply to issues arising from:
- Customer or subcontractor misuse, or use contrary to the Documentation;
- Third-party services outside Cascade’s control, including SMS carriers, telecommunications networks, and hosting or AI infrastructure providers (provided Cascade will use commercially reasonable efforts to coordinate resolution);
- Beta, pilot, or pre-release features identified as such;
- Customer hardware, devices, or network environments; and
- Force majeure events.
Escalation
If Customer reasonably believes a Severity 1 or Severity 2 issue is not receiving appropriate attention, Customer may escalate to the Cascade executive contact identified in the Order Form.