Stockton10 Services Money-Back Guarantee

Thank you for choosing Stockton10. We are committed to delivering exceptional support for your Oracle NetSuite system. To provide you with added confidence in our services, we offer a Money-Back Guarantee for support tickets, subject to the following terms and conditions.

1. Eligibility for Money-Back Guarantee

This Money-Back Guarantee applies only to support tickets classified as S1 (Critical/Showstopper) and S2 (Severe Loss of Service), as per the Service Level Agreements (SLAs) described in our Support Procedures as discussed during our client onboarding. To qualify for this guarantee, the following criteria must be met:

• The ticket must fall under S1 or S2 severity levels, as determined by Stockton10 Managed Services Case Managers.
• The ticket must be raised through the designated channels (email: ns-managedsupport@atticus.ph or via the Teamwork Desk portal).
• The client must make a request for a refund within 7 days of ticket creation.

2. Service Level Agreement (SLA) Overview

The following are the standard SLAs for tickets classified as S1 and S2:

S1 Tickets (Critical/Showstopper)
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• Acknowledgment Time: Stockton10 will acknowledge an S1 ticket within 30 minutes of receipt.
• Initial Findings: Stockton10 will provide initial findings and an action plan within 4 hours of receipt.
• Support Window: On-call support may be required, including weekends, to resolve critical issues.
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S2 Tickets (Severe Loss of Service)
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• Acknowledgment Time: Stockton10 will acknowledge an S2 ticket within 30 minutes of receipt.
• Initial Findings: Stockton10 will provide initial findings and an action plan within 8 hours of receipt.
• Support Window: On-call support may be required, including weekends, to resolve severe issues.

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3. Money-Back Guarantee Conditions

• If Stockton10 fails to meet the SLA Acknowledgement Time or Initial Findings Time for S1 or S2 tickets as specified above, the client will be eligible for a full refund for the specific ticket.
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• Refund Process: To request a refund, the client must submit a request via email to ns-managedsupport@atticus.ph. The request must be made within 7 days of the ticket’s creation date and should include:
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  • Ticket ID
  • Description of the issue
  • The reason for the refund request
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Once the request is reviewed, Stockton10 will issue the refund within 5 business days.

4. Exclusions from the Money-Back Guarantee

The Money-Back Guarantee does not apply under the following circumstances:

• Client-Induced Delays: If the client fails to provide necessary information, approvals, or access to resolve the issue in a timely manner, this will not be covered by the Money-Back Guarantee.
• External Factors Beyond Stockton10's Control: This includes: Third-party vendor issues (e.g., NetSuite platform outages or external applications) and Force majeure events such as natural disasters, pandemics, government restrictions, or other uncontrollable circumstances
• Ticket Classification Disputes: If the ticket severity classification does not align with Stockton10’s case manager’s assessment, the Money-Back Guarantee will not apply.

5. Ticket Priority and Response Times

Stockton10 adheres to the following SLAs for all ticket priorities:

• S1 (Critical/Showstopper):
  
  • Acknowledgment within 30 minutes
  • Initial findings within 4 hours
• S2 (Severe Loss of Service):
  
  • Acknowledgment within 30 minutes
  • Initial findings within 8 hours
• S3 (Minor Loss of Service):
  
  • Acknowledgment within 24 hours
  • Initial findings within 24 business hours
• S4 (Informational/Enhancement Request):
  
  • Acknowledgment within 24 hours
  • Initial findings within 40 business hours

6. Scope of Support

The Money-Back Guarantee applies only to issues covered under the agreed scope of services as outlined in your Service Agreement and Support Procedures.

• Issues caused by third-party vendors or services (including but not limited to NetSuite performance or issues related to external integrations) are not covered under this guarantee.
• Requests for data alteration, data entry, or corrections must be processed in the Sandbox environment and are not covered under this guarantee in the Production environment.

7. Limitation of Liability

Stockton10 will not be liable for any direct, indirect, incidental, or consequential damages arising from the use of the services or any delays beyond the control of Stockton10, including but not limited to internet failures, third-party application failures, or force majeure events.

8. Changes to the Money-Back Guarantee Terms

Stockton10 reserves the right to modify or update the terms of this Money-Back Guarantee at any time. Clients will be notified of any changes via email or through an announcement on the Teamwork Desk portal. The updated terms will be made available on the Stockton10 website, and continued use of services will constitute acceptance of the new terms.

9. Acceptance of Terms

By utilizing Stockton10 for NetSuite support, the client agrees to the terms outlined in this Money-Back Guarantee policy.