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Cornerstone OnDemand Growth Edition Service Level Agreement


SERVICE LEVEL AGREEMENT - Cornerstone OnDemand Growth Edition
 
This Service Level Agreement is subject to the terms and conditions of Client's agreement with Sonar Limited, trading as Cornerstone OnDemand Growth Edition ("GE") (the "Agreement"), and does not become operative until either the Client has:
  1. Successfully completed all the training requirements for a fully configured version of the GE application; or
  2. Fully paid its account for a Client self-initiated version of the GE application.

DEFINITIONS

A "Defect" is a technical defect with the GE application and/or those portions of software integrations within GE’s control. Defects fall into two general categories: major (Severity 1 and Severity 2) and minor (Severity 3). The "Severity" of a Defect is determined by GE, subject to the following definitions and parameters.

A “Business Day” refers to the hours of 8am to 6pm Monday through Friday either in Santa Monica, California, USA, or Auckland, New Zealand.

“GE Client Hub” refers to the self-service portal available to authorized Client personnel for access to product, support and other information relevant to the Client’s agreement with GE.

“GE Support Portal” is the system available to all authorized Client personnel, for registering, monitoring or providing feedback on all requests for support from GE.

Major Defects
  • Severity 1 (S1): A Defect that results in the GE URL producing no results. "Severity 1" does not include downtime for maintenance.
  • Severity 2 (S2): A Defect that results in any of the following: (i) an entire application module (e.g., GE Performance, GE Learning, etc.) is inaccessible; or (ii) all of Client's authorized users cannot log in to GE's application after repeated attempts.
 
S1 S2
Initial Notification Two (2) hours via GE Client Hub. One (1) Business Day (on incident report).
Status Updates Available via GE Client Hub. Available 24/7 via GE Support Portal.
Resolution Within 1 Business Day. Within 2 Business Days.
Remedy In the event that GE has not complied with its "Resolution" obligations set forth above, then, for each calendar day (or portion thereof) that GE has not so complied, Client shall be entitled, as its sole and exclusive remedy therefor, to a credit** against Client's next invoice equal to 1/365th of the annual fees for Software set forth in the Agreement.
Minor Defects
  • Severity 3 (S3): A Defect in one or more application features.
For "Severity 3" Defects, Client determines its priority in having the Defect resolved (i.e., Priority 1 (P1), Priority 2 (P2), or Priority 3 (P3)). Any issue not clearly labeled "Priority 1" or "Priority 2" by Client at the time of initial submission will be deemed a "Priority 3" issue.

As a guideline, below are some examples of the three priority levels:
  • Priority 1 = A prominent feature that is routinely used that is important to the Client’s business, where multiple
    users are prevented from progressing with important tasks. There is no work-around advised.
  • Priority 2 = An existing feature that does not work as per product design, but multiple users are not prevented
    from progressing with important tasks. A work-around exists.
  • Priority 3 = A defect that is neither Priority 1 nor Priority 2, including without limitation, cosmetic issues with the
    application.

    Note: The Priority level for a particular incident may be adjusted by GE after initial review.
S3/P1 S3/P2 S3/P3
Case Generation Upon submission
Diagnosis/ Validation Within 2 business days in Auckland, New Zealand. Four (4) Business Days Eight(8) Business Days
Status Updates Available 24/7 via Client Support Portal
Resolution Within 3 business days in Auckland, New Zealand. Ninety (90)
calendar
days
Within a
reasonable
time period.
Escalation The Client primary contact (as advised to GE periodically) i.e., not a Client administrator,may escalate an S3/P1 defect to the Head of Retention by way of a written statement of business impact relating to the Defect. GE may agree to shorten the resolution time for the Defect following an assessment of risk and business impact. N/A N/A
Remedy In the event that GE has not complied with its "Resolution" obligations for S3/P1 and S3/P2 set forth above, then Client shall give GE prompt, written notice of such noncompliance. If, after five (5) Business Days from receipt of such notice of non-compliance, GE still has not resolved the problem, then Client shall be entitled, as its sole and exclusive remedy therefor, to a one-time credit** against Client's next invoice equal to 1/365th of the annual fees for Software set forth in the Agreement. N/A

GENERAL QUERIES

GE endeavors to respond to all general queries about the application within one (1) Business Day.


SOFTWARE AVAILABILITY

GE will provide at least ninety-nine percent (99%) of Software availability per calendar month as recorded by GE’s internal processes, excluding reasonable and scheduled maintenance periods. Should monthly Software availability fall below 99%, the Client will be entitled, as its sole and exclusive remedy therefor, to a credit against Client’s next invoice equal to two percent (2%) of its Subscription fees for that month for each one percent (1%) (or portion thereof) of unavailability. Credits must be claimed within ten (10) days of the end of the relevant month.

**To claim a credit under Defects above, the Client must submit a credit request within thirty (30) days of the event giving rise to a credit. Upon receiving the request, GE shall have five (5) business days to respond.