Chronicle

Version:
v3.13.0 onwards
v3.12.x and prior

v3.13.0 onwards

Last Updated: November 1, 2023

THESE PRODUCT SPECIFIC TERMS – CHRONICLE (THESE “PRODUCT TERMS”) CONTAIN TERMS AND CONDITIONS THAT ARE IN ADDITION TO THOSE IN THE TERMS OF SERVICE FOR CLOUD PRODUCTS (“TERMS OF SERVICE FOR CLOUD PRODUCTS”), AND APPLY TO YOUR USE OF THE SERVICES. FOR THE AVOIDANCE OF DOUBT, THE TERMS OF SERVICE FOR CLOUD PRODUCTS ALSO APPLY TO YOUR USE OF THE SERVICES. IF THERE IS ANY CONFLICT BETWEEN THE TERMS OF SERVICE FOR CLOUD PRODUCTS AND THESE TERMS, THESE TERMS SHALL CONTROL.

Definitions
For purposes of these Product Terms, the following terms have the following meanings (and capitalised terms not defined herein shall have the meanings ascribed in the Terms of Service for Cloud Products):
1. “Application Request" means a HTTP request to the Chronicle Service.
2. “Authorized User" means an individual account holder authorized by you to access the Chronicle Service in accordance with Section 2.2.3.
3. “Available" means the Chronicle Service is available for access and use by you and your Authorized Users and is operating in material accordance with the Documentation.
4. “Chronicle Service" means the cloud-based application for a unified digital platform to monitor facility manufacturing operations and supply chain logistics, for which electronic batch manufacturing records trace every step of the manufacturing process, and which is delivered as the service branded as “Chronicle” and made available by Cytiva.
5. “Client error" means that the client returns a 400 range error indicating that it cannot operate with/reach the Chronicle application. Client errors are to be logged in the Chronicle application when the service is up.
6. “Customer Failure" means any delay or failure of performance caused in whole or in part by your delay in performing, or failure to perform, any of your obligations under these Product Terms or the Terms of Service for Cloud Products.
7. “Cytiva " means Global Life Sciences Solutions USA LLC.
  Excluded Events means:
  1. Customer’s failure to meet any of the Customer Requirements set forth in Section 8;
  2. use of the Chronicle Service which is not in accordance with the terms of the Agreement or other relevant documentation;
  3. modification of the Software or Chronicle Service by anyone other than Cytiva;
  4. Customer software or third party software; and
  5. Force Majeure Events.
8. “GMP" means Good Manufacturing Practices.
9. “Incident" means any problem or defect causing the Chronicle Service or the Software to be inoperable or causing the Chronicle Service or the Software to materially fail to meet the specifications published by Cytiva in respect of the same.
10. “Server Error" means any response to an Application Request which returns a HTTP status code in the 500 range (which indicates that the client/server encountered an unexpected condition that prevented it from fulfilling the request).
11. “Software" means the underlying application software providing the functionality accessed through the Chronicle Service.
12. “Update of Software" refers to a generally available release of the Software that includes error corrections and/or minor functional enhancements, and which is not an Upgrade.
13. “Upgrade of Software" refers to a generally available release of the Software that includes significant functional enhancements, however excluding any functional enhancements that are separately licensed as per Cytiva’s then current price-book.

Subscription Plans

Plans. Two subscription plans are available for the Chronicle Service, the Pre-GMP Plan and the GMP Plan.

Subscription Features	Pre-GMP Plan	GMP Plan
Data retention and access after subscription expiry/termination	Applied automatically when available	Applied upon customer request and at agreed time
Deployment type	Multi-tenant	Single-tenant
Validation support	Not available	Package included
Sandbox availability	No	Yes
SLA applicability	Not applicable	Yes (see Exhibit A)

Registration and Administrative Users. Two subscription plans are available for the Chronicle Service, the Pre-GMP Plan and the GMP Plan.
1. When placing a new order for the Chronicle Service you will identify the legal entity associated with your organization that will be accessing and using the Chronicle Service. You will also be asked to name a first user with an administrator user role who will be the owner of the subscription and have administrative control of the account ("Admin Owner User"). Cytiva will provide you with login credentials for the Admin Owner User.
2. Within the applicable limits of your subscription plan, Admin Owner Users may (a) add and lock Authorized User accounts, (b) specify and amend the roles of Authorized Users, (c) create user teams; (d) add your branding (i.e. logos and company name) to several functionalities of the account and update other account features accessible to Authorized Users, and (e) take any other permitted action to administer your use of the Chronicle Service. For clarity, this Section 2.2.2 is intended to and shall supersede Section 3.1.1 of the Terms of Service For Cloud Products.
3. You may authorize users within your organization to access the Chronicle Service. You may also authorize third parties to access the Chronicle Service on your behalf. Such third parties will be required to register for the Chronicle Service, and you will remain responsible for the compliance of such third parties under the Terms of Service For Cloud Products and these Product Terms, as you would for any other Authorized User.
Subscription. Whether you choose the Pre-GMP Plan or GMP Plan, access to the Chronicle Service is subject to payment of annual subscription fees made up of, in each case, (i) a fixed base sum (which includes access for the Admin Owner User and credentials to enable Application Programming Interface (API) connection to the Chronicle Service) and (ii) an additional sum calculated according to the number of additional concurrent users required. Subscription pricing shall be as specified in Cytiva’s relevant quotation or, if no quotation is issued, Cytiva’s list price at the time of ordering/renewal (as applicable).
One-Time Hosting Setup Fee For GMP Plan. In addition to the subscription fees described above, a one-time hosting setup fee applies for the GMP Plan, invoiced together with your first year’s subscription as part of account setup.
Service Term. Your subscription commences on completion of registration for a Chronicle account (or, if earlier and unless otherwise agreed, the expiry of three (3) months from Cytiva’s receipt of your purchase order relating to the Chronicle Service). Unless you renew your subscription and pay the relevant subscription fees due, your subscription (and access to the Chronicle Service) will cease at the end of the period for which you have paid the fees due.

Data Retention
1. Please review the Cytiva Privacy Policy located at www.cytivalifesciences.com/legal/privacy, as it describes Cytiva’s practices and policies for the data we collect from you, your Authorized Users and your systems. In respect of the Chronicle Service, your data will be retained by Cytiva for not less than one (1) year after your last active subscription has lapsed or terminated, Extended data retention services enabling customer data access for up to five (5) years, may be purchased – for customers having a GMP Plan only - under a separate agreement for an additional cost. This service can only be purchased during an active subscription period or the standard data retention period following subscription expiry or termination.
2. Access to data retained following subscription expiry will (subject to Section 3.1) be provided within thirty (30) days from Cytiva’s receipt of your written request.
Service Levels
1. Availability. Cytiva will use commercially reasonable efforts to make the Chronicle Service Available at least ninety-nine and one-half percent (99.5%) of the time as measured over the course of each calendar month during the Term, excluding unavailability resulting from any of the Excluded Events.
  Availability will be calculated as follows:
  
  (TOTAL APPLICATION REQUESTS – TOTAL SERVER ERRORS) x 100%
  TOTAL APPLICATION REQUESTS
2. Scheduled Downtime. As part of Cytiva’s continued improvement of the Chronicle Service, Cytiva will regularly perform maintenance on the Chronicle Service (“Planned Maintenance”).
  Cytiva will schedule Planned Maintenance during the below maintenance window as determined by Cytiva based upon regional impacts:
  
  6PM-10AM CET/CEST
  
  Cytiva may also, as required, perform additional maintenance activities outside this Planned Maintenance window (“Additional Maintenance").
3. Service Level Agreement for GMP Plan Customers. The Service Level Agreement set out in Exhibit A to these Product Terms will (subject to the terms set out in Exhibit A) apply to the Chronicle Service provided under GMP Plan subscriptions.
Technical Support
1. General Support. If you experience any technical issues in accessing the Chronicle Service, you should first investigate and diagnose the problem. If you are still unable to solve the issue, please contact Cytiva by accessing online support. For GMP customers who require additional technical support, enhanced maintenance and support services may be purchased under a separate agreement for an additional cost. Cytiva support does not cover Incidents caused by Excluded Events.
2. Updates. If you purchase the Pre-GMP Plan you will receive automatic Updates of the Chronicle Service, which will be implemented by Cytiva when they are available. Automatic Updates may not be appropriate for all customers. For example, automatic Updates may interrupt manufacturing in a GMP environment. It is recommended that customers in a GMP environment purchase the GMP Plan, which will allow the customer to choose when Updates are made. CYTIVA ASSUMES NO RESPONSIBILITY AND ACCEPTS NO LIABILITY FOR ANY LOSS OR DAMAGE SUFFERED BY A CUSTOMER OR AUTHORIZED USER ARISING FROM AUTOMATIC UPDATES TO THE CHRONICLE SERVICE.
3. Cytiva will provide Customer with reasonable notice and will assist Customer with adopting such Updates. For questions about GMP Plan Updates, email Cytiva at [email protected].
Data Access By Cytiva
Cytiva may view, review or otherwise analyze the data stored, inputted into or otherwise collected by the Service for maintenance, system administration, technical support, and for any other purpose necessary for Cytiva to perform the Services and/or to comply with laws and regulations. Such data access will be limited to designated members of the Chronicle technical support team and will comply at all times with the terms of the Cytiva Privacy Policy.
Customer point of contact
Customer shall, within ten (10) days of account registration, specify a single point of contact email address to which all communications regarding the Chronicle Service should be sent and ensure that Cytiva is informed of any changes to such point of contact during the subscription term and any applicable data retention period.
Customer requirements
Customer’s ability to access the Chronicle Service is contingent upon Customer continuously meeting the minimum system standards established by Cytiva as set out in the technical documentation of the Chronicle Service or otherwise in the Agreement. The minimum system standards are subject to change and available at: https://gateway.chronicle.bio. Except as otherwise agreed between the Parties in a separate written agreement, Customer is responsible for (i) maintenance and management of its computer network(s), servers, software, and end user support of any equipment employed to access or use the Chronicle Service or services related to maintenance and management of the same; (ii) correctly configuring Customer’s systems in accordance with the technical documentation of the Chronicle Service; (iii) the necessary internet connection to access the Chronicle Service; and (iv) promptly notifying Cytiva of Incidents or events impacting the Chronicle Service or the Availability of the Chronicle Service.

EXHIBIT A

CHRONICLE SERVICE SLA FOR GMP PLAN CUSTOMERS

This Service Level Agreement (the “SLA”) is hereby made an addendum to and incorporated in the contract (the “Agreement”) entered into by and between the relevant Cytiva legal entity and purchasing legal entity (“Customer") specified in an order accepted by Cytiva for the provision of GMP Plan subscription to the Chronicle Service. The SLA shall apply only to the Chronicle Service during an active GMP Plan subscription and may be amended by Cytiva on giving not less than 90 days’ written notice. Cytiva’s obligations and Customer’s rights as set out in this SLA shall only apply to the extent that Customer continues to operate a deployed instance of the Software which fulfilsat least one of the following criteria: (i) not more than two (2) years has elapsed since the commercial release of such Software version, or (ii) such Software version is the most current commercial release of the Software.

Service Levels

Cytiva shall use its commercially reasonable endeavours to provide the Chronicle Service in accordance with the service levels set out in this SLA. In order to provide these service levels and maintain the Chronicle Service for Customer, Cytiva requires ownership of the administrator accounts and privileges to manage the infrastructure and software configurations.

Availability
The target “Availability” for the Chronicle Service for GMP Plan subscriptions is, in each calendar month, greater than or equal to 99.9% during the relevant calendar month (the “Availability Target”).
Maintenance
Cytiva will, wherever reasonably possible, work with Customer to ensure that Planned Maintenance and Additional Maintenance is performed at mutually convenient times in order to minimise the impact of associated downtime.

In all cases, Cytiva will endeavour to provide Customer with sufficient notice to provide Customer with a reasonable period within which to prepare for the same and mitigate the impact to Customer’s business, but no less than 24 hours’ advance notice except for emergency cases.

Software Support

In relation to the Software provided as part of the Chronicle Service, Cytiva provides support services and will use its commercially reasonable efforts to correct reported Incidents (“Software Support”) following the below process:

Incident Management
Customer shall request Software Support as follows:
1. Customer will report Incidents and submit support requests at: https://sla.chronicle.bio (Cytiva’s “Support Portal”), through which Incidents will be logged and managed by Cytiva (“Support Incidents”); and
2. Emergency Support Incidents may be reported by email or phone as provided on the Support Portal.
In relation to each Support Incident, a unique Support Incident number is assigned allowing status updates in accordance with the severity levels specified below. Cytiva is only responsible for handling Support Incidents that are reported through the process identified above.
Support Hours
The global Cytiva Support team monitors the Availability of the Chronicle Service and provides Customer access to the Support Portal on a 24x7x365 basis. Cytiva provides Software Support services during the below Support Hours based on the Severity Level classification (each as defined in the table in paragraph 1.3.3 below).

Severity Levels

The Severity Level classification is as specified in the below table. After analysis and investigation of a Support Incident, Cytiva may change the Severity Level and determine the final classification as agreed with Customer.

Severity Levels and Response Times – Standard SLA

Classification	Description	Response Time	Status Updates	Support Hours
Severity 1 (Urgent/Down)	Chronicle Service is not Available, or is Available but unable to materially perform in accordance with its specifications. No alternative workaround exists.	1 hour	2x per 24 hours	8am – 4pm UK time Monday-Friday excluding UK public holidays
Severity 2 (High/Critical)	Chronicle Service is Available, but a critical feature or the performance of the Chronicle Service is significantly impaired. No alternative workaround exists.	2 hours	1x per 24 hours	8am – 4pm UK time Monday-Friday excluding UK public holidays
Severity 3 (Normal)	Chronicle Service is Available, but a non-critical feature of the Chronicle Service is impaired. An alternative workaround is available to Customer.	4 hours	1x per week	8am – 4pm UK time Monday-Friday excluding UK public holidays
Severity 4 (Low)	Chronicle Service is Available, non-critical features of the Chronicle Service are not working. An alternative workaround is not required.	24 hours	1x per month	8am – 4pm UK time Monday-Friday excluding UK public holidays

Response Times and Incident Correction
Cytiva will respond to Support Incidents in accordance with the Response Time set forth in the table above. In case the acknowledgment of a Support Incident requires analysis of Customer data to investigate the reported Support Incident and provide status updates, the Response Time does not include any time required by Cytiva to obtain Customer’s consent to access or copy the data for the purpose of providing support under this SLA.

Following the acknowledgement of the existence of a Support Incident, Cytiva will use its commercially reasonable efforts to correct the Support Incident and to provide Customer with status updates in accordance with the timeframes set forth in the table above. Support Incident correction may, at Cytiva’s discretion and based on Severity Level, be performed through one of the following Software fixes:
1. Software Update or Upgrade
2. Temporary workaround as agreed with Customer
3. Software patch or hotfix
The method of addressing Support Incidents through Software fixes is only available in view of the most recent commercial release of the Software and the two immediately preceding major versions of the Software (defined as a version of the Software indicated by a version number of x.y-1 or x.y-2, where x.y is the most current commercial release of the Software).
Excluded Events
Cytiva’s obligations to perform Software Support in accordance with this paragraph 1.3 do not apply to Support Incidents caused by Excluded Events.

For the avoidance of doubt, in relation to Support Incidents that are caused by Excluded Events, Cytiva’s obligation under this SLA will be solely limited to an acknowledgment in accordance with the above that the Support Incident is caused by an Excluded Event. Any further services requested by Customer in relation to such Support Incident are outside the scope of this SLA and may be charged for separately.

Software Updates and Upgrades
During the term of this SLA, Customer is entitled to receive any Updates and Upgrades that Cytiva makes commercially available. If Customer elects to receive an Update or Upgrade, Customer and Cytiva will agree on a suitable time for the Update/Upgrade. Cytiva will supply a detailed change log to Customer for assessment of the Upgrade. Following installation, such Updates and Upgrades will be considered delivered to Customer as part of the Chronicle Service originally procured, so that any entitlement to use of the Software as part of the Chronicle Service shall equally apply to any Update and Upgrade installed. Notwithstanding the foregoing, in case an Update or Upgrade removes any functionality from the Software, such removed functionality shall NOT be considered licensed and shall not be activated without an agreement on additional license fees due, if any.

Backup
As part of the Chronicle Service, backups of Chronicle data are stored within the cloud provider. Chronicle targets a 5minute recovery point objective for critical data and 24 hour backups for non-critical data such as cached data up to seven days.
Service Level Reporting
Cytiva will, on a monthly basis, provide Customer with a report (“Service Level Report”) providing summary information regarding Cytiva’s actual performance against the Service Levels as set forth in this SLA in the prior calendar month. The Service Level Report contains the following items:
1. Measurement of the Availability of the Chronicle Service; and
2. A summary of Support Incidents submitted to the Cytiva Support Portal by Customer

Software Services Remedies

Service Credits

If Availability of the Chronicle Service for Customer’s production environment fails to meet the Availability Target in any month during the Term, Customer shall, as a sole remedy, be entitled to the following service credits (“Service Credit(s)”).

Availability of Chronicle Service achieved	Service Credit (% of the monthly GMP Plan Chronicle Service subscription fee (as described in Section 2.3 of the Product Terms, calculated as 1/12 of the yearly subscription fee).
<99.5%	20.0% credit on monthly fee
<98.5%	50.0 % credit on monthly fee
<95.0%	100% credit on monthly fee

In relation to each calendar month of Chronicle Service provided, the total Service Credits available to Customer for all failures to maintain Availability during that month, shall in aggregate not exceed 100% of the monthly Chronicle Service subscription fee paid by Customer.

Receipt of Service Credits
In order to receive the Service Credits specified in paragraph 4.1 above, Customer must submit a request for Service Credits in email or other written form to Cytiva within ten (10) business days following the receipt of the Service Level Report pertaining to the period in relation to which Customer claims the Service Credit accrued.

Service Credits will be issued in the form of a credit note, which can only be redeemed against future fees that become due in relation to the Chronicle Service and cannot be applied to past due fees.

Disaster Recovery (DR)
In the unlikely event of a disaster resulting in the inability to provide the Chronicle Service from the primary data center, Cytiva will use all reasonable efforts to restore the Chronicle Service consistent with the Chronicle disaster recovery plan.

Cytiva will notify Customer without delay and keep Customer updated on progress according to Severity Level 1.

The Chronicle disaster recovery plan is executed according to the following:
1. Disaster is a significant disruption event to the Chronicle Service from which Cytiva is prepared to recover from and does not include a Force Majeure event.
2. Recovery Point Objective (“RPO”) is the maximum possible interval of time before a disaster to which Cytiva will restore the system. All data changes from the moment of the disaster backward until RPO time are assumed to be lost in the event of a disaster.
3. Recovery Time Objective (“RTO”) is the maximum possible interval of time between the moment of a disaster and the moment where the system is back up and fully functioning in the status defined by the RPO. The system is assumed to be down from the moment of the disaster until RTO time after the disaster.
Data Restoration and Objectives
1. In case of significant disruption to the primary datacenter, the RPO is 5 minutes and the RTO is 4 business hours (meaning 8am-4pm Monday to Friday (UK time) excluding UK public holidays)
2. Disaster Recovery is executed manually by Cytiva with Customer approval
3. Cytiva conducts an annual Disaster Recovery test of RPO and RTO in the secondary datacenter

v3.12.x and prior

Last Updated: June 25, 2021

Definitions
For purposes of these Terms, the following terms have the following meanings:
1. “Available" means the Services are available for access and use by you and your Authorized Users in the cloud and operating in material accordance with the Documentation.
2. “Cytiva" means Global Life Sciences Solutions USA LLC.
3. “Customer Failure” means any delay or failure of performance caused in whole or in part by your delay in performing, or failure to perform, any of your obligations under these Product Terms or the Terms of Service for Cloud Products.
4. “Exceptions” means the following exceptions to the Availability Requirement, and the Services will not be considered un-Available in connection with any failure to meet the Availability Requirement or impaired ability by you or your Authorized Users to access or use the Services that is due, in whole or in part, to any: (i) act or omission by you or your Authorized Users; (ii) Customer Failure; (iii) your or your Authorized User's internet connectivity; (iv) Force Majeure Event; (v) failure, interruption, outage, or other problem with any software, hardware, system, network, facility, or other matter not supplied by Cytiva; (vi) Scheduled Downtime; or (vii) disabling, suspension, or termination of the Services.
5. “Services” means the cloud-based application for a unified digital platform to monitor facility manufacturing operations and supply chain logistic, for which electronic batch manufacturing records trace every step of the manufacturing process, and which is delivered as the service currently branded as “Chronicle” and made available by Cytiva.

Capitalized terms used, but not defined in these Terms shall have the meanings given to them in the Terms of Service For Cloud Products.

Service Plans
1. Plans. Two service plans are available for the Services, the Pre-GMP Plan and the GMP Plan.
2. 1. Plan features for the Pre-GMP Plan include: (i) any data generated will be retained and made available for a period of at least three years, (ii) access to latest release functionality. Account registration is free-of-charge for the Pre-GMP Plan.
  2. Plan features for the GMP Plan include: (i) any data generated will be retained and made available for a period of at least five years, (ii) forced rational for changes to the master records, (iii) validation support package, (iv) sandbox for new release validation, (v) single tenant deployment. Account registration is subject to a one-time set-up fee and an annual fee for the GMP Plan.
  3. Service Term. Your access to the Services will expire at the end of the Service Term. In the case of Pre-GMP Plan, the Service Term begins upon your registration for a client account and ends upon account termination. In the case of GMP Plan, the Service Term begins upon your registration for a client account and ends when you cease to pay the annual fee associated with the account.
3. Registration and Administrative Users
  1. When placing a new order for the Services you will identify the legal entity associated with your organization that will be accessing and using the Services. You will also be asked to name a first administrative user ("Admin User") who will have administrative control of the account. Cytiva will provide you with login credentials for the Admin User.
  2. Admin Users may (a) add and lock Authorized User accounts, (b) specify and amend the roles of Authorized Users, (c) create user teams; (d) add your branding (i.e. logos and company name) to several functionalities of the account and update other account features accessible to Authorized Users, and (e) take any other permitted action to administer your use of the Services. For clarity, this Section 2.2.2 is intended to and shall supersede Section 3.1.1 of the Terms of Service For Cloud Products.
  3. You may authorize users within your organization to access the Services. You may also authorize third parties to access the Services. Such third parties will be required to register for the Services, and you will remain responsible for the compliance of such third parties under the Terms of Service For Cloud Products and these Product Terms, as you would for any other Authorized User.
Payment
1. For clarity, this Section 3 is intended to and shall supersede Section 15.1 of the Terms of Service For Cloud Products.
  1. Fees
    1. As was stated above, customers with the GMP Plan shall pay an annual fee, which shall be set forth in the Order Form. The annual fee is in addition to the Fees outlined in Section 3.1.1.2 below.
    2. For both Pre-GMP Plan and GMP Plan customers, the Services are paid for on a “pay-per-use” basis. You shall pay all Fees in advance, on or prior to the due date in your invoice for the Services. You shall make all payments to the address or account and in the currency set forth in the applicable invoice. The Fees paid by you shall be applied to your account and shall be used to purchase "credits" which enable you to access the Services.
  2. Credits
    1. The Services are accessed using credits. Credits are allocated and distributed to you based on the Fees paid by you for the Services.
    2. Credits are available for purchase in bundles of 100. You may purchase up to a maximum of 50,000 credits at one time.
    3. Credits are consumed as designated within the Services. For example, credits will be consumed by you when: (i) generating a batch record; (ii) undergoing an ESOP; (iii) upon shipment; (iv) when data is uploaded to the Services. The credits consumed for a given activity will be as designated within the Services.
    4. Credits expire three years after the date of issuance. Expired credits may not be used or redeemed for new credits, or any other service or product. The Chronicle system will track the number of credits you have used, and you can view your credit balance within Chronicle. You may also contact Cytiva to monitor your credit balance at [email protected]. Cytiva intends to notify the customer’s Admin User(s) when there are twenty-five credits remaining.
    5. If you are a registered for the Pre-GMP Plan and you wish to access the Service without active, valid credits, you will only be able to retrieve (i) data generated with previously consumed credits and (ii) equipment service records.
    6. If you are a registered for the GMP Plan and you wish to access the Service without active, valid credits, you will only be able to retrieve (i) data generated with previously consumed credits and (ii) equipment service records. This limited access to records will terminate one (1) year after your account has become dormant (unless you have purchased an enhanced data retention plan as outlined in Section 4.1), but you will have no other access to the Services.
Data Retention
Please review the Cytiva Privacy Policy, as it describes Cytiva’s retention practices and policies for the data we collect from you, your Authorized Users and the Customer Systems. In respect of the Services, your data will be retained by Cytiva for not less than one (1) year after your account becomes dormant, and you will have the ability to access this data. For customers who require additional access, enhanced data retention services enabling customers to retain and access data for up to five (5) years, may be purchased under a separate agreement for an additional cost.
Service Levels
1. Availability. Cytiva will use commercially reasonable efforts to make the Services Available at least ninety-nine and one-half percent (99.5%) of the time as measured over the course of each calendar month during the Term, excluding unavailability as a result of any of the Exceptions (the “Availability Requirement”).
2. Scheduled Downtime. Cytiva will use commercially reasonable efforts to notify you regarding scheduled downtime for routine maintenance of the Services at least twenty-four (24) hours prior notice of all scheduled outages of the Services ("Scheduled Downtime").
Technical Support
1. General Support. If you experience any technical issues in accessing the Services, you should first investigate and diagnose the problem. If you are still unable to solve the issue, please contact Cytiva by accessing online support. You may email Cytiva at [email protected] if the issue remains unresolved after accessing online support. For customers who require additional technical support, enhanced maintenance and support services may be purchased under a separate agreement for an additional cost.
2. Updates. If you purchase the Pre-GMP Plan you will receive automatic updates of the Services, and Cytiva shall implement updates as available and necessary. Automatic updates may not be appropriate for all customers. For example, automatic updates may interrupt manufacturing in a GMP environment. It is recommended that customers in a GMP environment purchase the GMP Plan, which will allow the customer to choose when updates are made. CYTIVA ASSUMES NO RESPONSIBILITY FOR ANY DAMAGES SUFFERED BY A CUSTOMER OR AUTHORIZED USER ARISING FROM AUTOMATIC UPDATES TO THE SERVICES.
3. Upon Cytiva’s request, customers who purchase the GMP Plan must adopt updates after a reasonable period of time. Cytiva will provide customers with reasonable notice and will assist customer with adopting such updates. For questions about GMP Plan updates, may email Cytiva at [email protected].
Data Access By Cytiva
Cytiva may view, review or otherwise analyze the data stored, inputted into or otherwise collected by the Service for maintenance, system administration, technical support, and for any other purpose necessary for Cytiva to perform the Services and/or to comply with laws and regulations. Such data access will be limited to designated members of the Chronicle technical support team and will comply at all times with the terms of the Cytiva Privacy Policy.