“ Documentation” means the operating instructions for the Services made available by Caseware, as may be updated from time to time.“ Distributor” means the authorized Caseware distributor or reseller for a specific region, as set out at.“ Defect” means any error, problem, or malfunction of Services such that the Services do not conform to the Documentation.“ Caseware” means the Caseware entity set out in the MPSA, and for the purposes of this SLA, shall include Affiliates and third-party service providers who act on behalf of Caseware." Business Day” means any weekday of the year (Monday through Friday) except for the following: New Year’s Day (January 1st), and Christmas Day (December 25th).In this SLA, the following terms shall have the following meanings: ![]() ![]() This Caseware cloud service level agreement (the “ SLA”) describes the levels and availability of the Support Services Customer will receive from Caseware when using the Services pursuant to an applicable product and/or services agreement entered into by Customer and Caseware (the “ MPSA”).Ĭapitalized terms used herein but not otherwise defined shall have the meanings assigned to them in the MPSA.
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