Service Agreement Scope

Hercules support coverage and SLA responsibilities are strictly confined within the software produced and integrations provided by Hercules and do NOT include Any 3rd party software, Operating System, or other related system support. Those functions remain within the responsibilities of the Firm IT department. The following Services are provided to facilitate support of Hercules products:

• Monitored email support

• Remote assistance using Remote Desktop and a Virtual Private Network where available

• Planned or Emergency Onsite assistance (extra costs apply)

• Support Escalation Services

All support activities are performed strictly within the agreed service scope and based on customer authorization, where applicable. Any access to customer environments is limited to what is necessary to provide support services.

Customer Requirements

Customer responsibilities and/or requirements include:

• Reasonable availability of customer representative(s) when resolving a service-related incident or request.

Hercules may need to work with end users directly to resolve issues however Hercules support is not intended to be end user support, therefore please list the people from your IT department authorized to contact Hercules support. The list should include the follow columns: Name, role, email, and phone number.

The Customer is responsible for ensuring that any data, including sensitive information such as PHI or ePHI (if applicable within the scope of services), is shared or made accessible to Hercules only when necessary for support purposes and in accordance with applicable policies, contracts, and legal requirements.

Server Provider Requirements

Service Provider responsibilities and/or requirements in support of this Agreement include:

• Appropriate notification to Customer for all scheduled maintenance.

• As part of project implementation transition to Support, Hercules will provide specific support credentials and resources for requesting support via email, phone, and support escalation channel information to the Client IT Team.

Any access to Customer environments during support — including the Customer's dedicated cloud tenant within the Hercules Cloud Platform — is performed under appropriate access controls, authentication mechanisms, and logging practices, and is strictly limited to authorized Hercules support personnel only. No cross-tenant access is permitted; all support actions are scoped exclusively to the Customer's own tenant.

Server Management

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.

Service Request Availability

Coverage parameters specific to the service(s) covered in this Agreement are as follows:

• Telephone support: 24/7 support

• Email support: Monitored 24/7

Service requests:

• Severity 0: First reponse in 1 hour, escalation time in 4 hours

  • Service outage impacting majority of users.

  • Inability to open the Hercules’ application or upload, process, or export documents.

• Severity 1: First reponse in 2 hours, escalation time in 8 hours

  • Significantly reduced functionality or performance for users and their ability to work. 

  • Increased time taken to upload, process, or export documents. 

• Severity 2: First reponse in 1 business day, escalation time in 5 business days

  • Minor usability and non-blocking issues 

• Severity 3: First reponse in 2 business day

  • Non-urgent issues 

  • Feature requests 

All incident handling and support activities are performed in accordance with applicable security and confidentiality requirements, including appropriate handling of customer data within the defined service scope.

Support Contacts

Support Email: support@hercules.ai
Hercules (ZERO) Support: Support Portal

Escalation contact numbers will be provided during project kickoff.