Service Levels

  1. Uptime. Developer will make the Developer Application available to Customers through Marketplace 24 hours a day, 7 days a week, 365 days a year, except for downtime attributable to: (i) scheduled downtime (provided that Developer provides to Metix notice of such downtime no later than 30 days prior to such scheduled downtime), and (ii) an act of God, act of government, flood, fire, earthquake, civil unrest, act of terror, Internet service provider failure or delay, or denial of service attack.

  2. Response Time. Developer will respond to an issue with respect to the Developer Application no later than 1 hour after Metix or a Customer notifies Developer of an issue with respect to the Developer Application. Developer’s response shall include either a resolution to the issue or an estimated time for resolving the issue.

  3. Resolution Time. Developer will use commercially reasonable efforts to resolve an issue with respect to the Developer Application no later than 24 hours after Metix or a Customer notifies Developer of an issue with respect to the Developer Application.

  4. Support Line. Developer will provide a valid, monitored, and operational email and/or telephone number for Metix and Customers to use in order to notify Developer of any issues with respect to the Developer Application.

If you have any issues while using Metix, please contact us at support@metix.app.