1.1. “Business Day” means every day of the week, other than Friday, Saturday, or recognized public or religious holiday in Israel when banks are open for business.
1.2. “Business Support Hours” means 9:00AM to 5:00PM Israel Standard Time, during a Business Day.
1.3. “Fault” means an error or failure in the Services to operate in all material respects with the then-applicable Services’ documentation.
1.4. “Scheduled Downtime” means any period of scheduled maintenance used to perform any changes in the Services from time to time. Scheduled Downtime comprises: (a) planned and scheduled maintenance periods, as notified by Perimeters from time to time with reasonable notice; and (b) where necessary, scheduled additional maintenance windows, as agreed with Customer, to implement Customer-approved changes or patches.
2.1. Faults can be reported by Customer using one of the following communication channels:
Email: support@perimeters.io
2.2. The support services shall be provided only in the English language.
2.3. When a new Fault is a properly reported, Perimeters shall use reasonable commercial efforts to try to identify the origins of the Fault and to respond to the Customer within the time periods specified in the table below, according to the Fault’s severity level. A Fault’s severity level may be re-evaluated upon submission of a workaround.
2.4. For the purposes of the table above:
Resolution time: duration between the time from the Fault being reported by Customer to deployment of a fix or workaround (or availability of the Services to Customer). A Fault is considered as “resolved” once the Services substantially perform in conformity with the then-current Services documentation.
Perimeters’ obligations hereunder are based on and subject to the Customer: (i) complying with Perimeters’ instructions, if any, for performing any corrective action; and (ii) maintaining the connectivity (with acceptable bandwidth) of the Customer’s workstations to the main internet, as well as creating and maintaining firewall definitions and opening required ports that permit access to the Services. The following shall not be considered within the definition or calculation of downtime: (i) Scheduled Downtime; (ii) Services unavailability that is attributable to: (a) causes beyond Perimeters’ reasonable control or the performance of any third-party hosting provider or communications or internet service provider; (b) any actions or omissions of the Customer or any third party acting on its behalf; (c) Customer’s or any third party’s equipment or software; and/or (d) Services unavailability caused by the suspension and termination of Customer’s right to use the Services in accordance with the principle agreement to which these terms are made part of; and (iii) separate instances of Services unavailability of less than five (5) minutes duration each.
Perimeters’ obligations under these terms do not include on-site services or training. On-Site services and/or training services shall be provided to Customer by Perimeters subject to an additional payment.
