Support Services and Service Level Schedule
Gryphon Support Services
Gryphon shall provide Customer the following Support Services beginning on the date Gryphon first provides Customer access to the Services and continuing throughout the Term and any Renewal Terms.
Upgrades
Customer shall receive upgrades to Services that provide correction of errors, additions in functionality, point releases, or substitutes that provide performance, structural or functional improvements, including redesign or replacement. Upgrades do not include new releases of the Services that:
- are not generally made available to other customers without the payment of an additional fee or fees, or
- contain substantially new, different, or enhanced functionality than that contained in or delivered by the Services pursuant to this Agreement.
Phone Support
Phone support is available from the Gryphon Help Desk from 8:00 am to 6:00 pm ET Monday through Friday. Calls may be recorded for quality assurance and training purposes.
Email Support
Email support is available from the Gryphon Help Desk from 8:00 am to 6:00 pm ET Monday through Friday with an average response time of less than 1 hour. Email support is available for Critical issues after hours and during weekends and holidays. In the event Customer opens a trouble ticket, the Help Desk will assign a level of severity in accordance with the schedule below.
| Severity | Description | Time to Resolution |
| Critical | Services are not available or loss of functionality with severe operational impact to Customer business operations |
4 Business Hours |
| High | Loss of functionality that impacts Customer business operations | 12 Business Hours |
| Low | Loss of functionality that does not materially impact Customer business operations | 24 Business Hours |
Customer Data Retention
Gryphon will retain records of applicable Service activity for the following time periods:
| Record Type | Definition | Retention Period |
| Calling Activity | Records of telephone calls made through Gryphon Connect. | 5 years |
| Certification Activity | Contact Certifications processed by the Gryphon Compliance Service. | 5 years |
| Call Recordings | 1 year | |
| Call Transcriptions | 3 years |
Gryphon Service Level Schedule
Gryphon shall make reasonable efforts to maintain the service levels below during System Hours of Operation, measured per calendar month, beginning on the first full calendar month of Customer’s use of the Services in a production environment.
System Hours of Operation: Services are available 24/7 excluding the Weekly Maintenance Window (1:00 am to 5:00 am ET each Sunday).
Contact Point: Each U.S. telephone number, postal mail address, or email address submitted for certification.
| Service | Availability | Response Time | Service Level Objective |
| Certify | 99.90% | ≤ 24 hours per file1 | 99.90% |
| Search™ | 99.90% | ≤ 10 seconds per Contact Point |
99.90% |
| Web Services API (Real Time) | 99.90% | ≤ 1 second
per Contact Point2 |
99.90% |
| Web Services API (Batch) | 99.90% | ≤ 1 second
per Contact Point3 |
99.90% |
| Salesforce CRM Integration | 99.90% | ≤ 4 seconds
per Contact Point |
99.90% |
| Gryphon Chrome Extension | 99.90% | ≤ 4 seconds per Contact Point |
99.90% |
| Automated Call Blocking | 99.90% | ≤ 1 second
per Contact Point |
99.90% |
| Gryphon Connect | 99.90% | ≤ 450 milliseconds per Contact Point |
99.90% |
1) Certify: response time is measured from file upload to processing completion. Files submitted are limited to 20 megabytes (MB) in size.
2) Web Services API (Real Time): response time is measured per qualifying API request. Qualifying API requests are limited to one (1) Contact Point per any single Web Services API request, and no more than one hundred (100) concurrent Web Services connections are allowed.
3) Web Services API (Batch): response time is measured per Contact Point using the average response times of qualifying API requests. Qualifying API requests are limited to no more than two hundred (200) total Contact Points per any single Web Services API request, and no more than fifty (50) concurrent Web Services API connections are allowed.
Service levels shall be measured based on the performance of Gryphon’s systems when Customer uses Services in accordance with usage guidelines as documented by Gryphon, excluding any third-party technology and telecommunications resources not controlled by Gryphon. Service levels for Gryphon services accessed via third-party technology and telecommunications resources shall be measured from and back to the applicable interface with Gryphon’s systems. Service levels set forth herein are subject to change based on Customer-directed configurations or customizations.
Exclusions
All Service Level objective measurements do not include Service issues resulting in whole, or in part, from one or more of the following causes:
- Gryphon scheduled maintenance,
- Customer scheduled maintenance,
- Conditions attributable to Customer’s use of Gryphon Services other than as set forth in Customer’s Order Form, or Gryphon-documented instructions, or
- Force majeure events beyond the reasonable control of Gryphon including, but not limited to, acts of God, government regulation, natural disaster, and national emergency.