Service Level Agreement

Get Connected Sustain

SERVICE HOURS

Galaxy Digital’s Customer Experience Team is active and available by email Monday-Friday, from 8:30 a.m. to 5:00 p.m. Eastern Time—except on national holidays. Holiday hours are announced as applicable in your site’s alerts area and on our social media accounts. 

GALAXY HELP CENTER

This Help Center library is accessible online at any time. If you have a question about your Galaxy software, always check the Help Center for a quick solution: http://sustain.galaxydigital.com/support/home.  

INITIATING A REQUEST FOR SUPPORT

Submit a support request by emailing our Customer Experience Team at support@galaxydigital.com. This creates a support ticket which you’ll receive updates for by email. Email is the fastest way to resolve a request since we run an outbound support model with no direct phone line. 

We host Open Zoom sessions twice a week. These sessions include a live agent and are open for other clients from across the country to attend. Clients can choose to include one year of attendance to these sessions for an additional $250 added to their Onboarding Fee. Clients who choose not to include Open Zoom as part of their initial onboarding can purchase admission to these sessions for $350 a year or you can purchase 5 sessions for $100.

INFORMATION TO INCLUDE WHEN SUBMITTING A SUPPORT TICKET

When submitting a support ticket, please include the following information to receive the fastest resolution:

• Your company/organization name
• A description of the problem or question
• The web address for any pertinent pages you are viewing
• The names and email addresses of any users involved
• The names of any agencies/programs/nonprofits involved

SERVICE DEFINITIONS

Launch/Onboarding: There are two Orientation sessions each week. In this session you will learn about the in-product training and how to get questions answered. After this session you will receive the URL and login credentials for your site. Guided walkthroughs in the product will teach you how to get your site ready for launch. 

Training: A tool called Pendo is used to provide in software training. When you log in, you will experience a series of walkthroughs that acclimate you to each area of the platform. Each area has training videos to guide you in setting this up and using each area to it’s fullest capabilities. These walkthroughs and videos can be accessed at any time. 

Customer Experience Team: This Galaxy Digital team is responsible for Customer Onboarding, Training, Support, Customer Communication, and Success. Each member is an expert in a different area of process or software. 

Ticket: A ticket is created when a question or support request is submitted to the Galaxy Customer Experience Team by email. We track and manage tickets through Freshdesk, our third-party ticketing software. If a ticket has not received a response/update from you, you may receive an automatic email prompting you for a response, or our system may automatically solve the ticket. 

First Reply Time: This is the amount of time it takes a Customer Experience Team member to respond to a newly submitted ticket. You will receive a first reply to your request within ten business hours of submission.

Outbound Support Model:  A customer-service model where email is always the first step to receiving assistance. There is no direct phone line. The way to get assistance is to email support@galaxydigital.com. This model has many benefits including fast, quality assistance by the agents who are most qualified to meet your needs. 

Server Uptime: Galaxy Digital will use reasonable efforts to make the site and data consistently available with a Monthly Uptime Percentage of at least 99.9%.

Tools: The Customer Experience Team may use any of the following tools to assist you:

• Written instructions
• Links to articles in the Help Center
• A quick, one-time custom video
• Production-quality instruction from our library of videos
• Links to available trainings

Vulnerability: A vulnerability is a weakness that could potentially offer exposure of the server operating system or application code to someone who might gain access to and exploit that user data. Our Customer Experience and Development Teams assess any vulnerabilities and categorize them as Critical, High, Medium, and Low based on our professional judgement. 

Resolution of vulnerabilities:

• Critical - we will patch these immediately.
• High - we will issue a patch within 24 hours.
• Medium - we will issue a patch within 48 hours.
• Low - we will issue a patch within one week.

Data Backups: To keep potential data loss to a minimum, all client data is backed up daily and kept for 6 months. Backup restores are tested every month.

Corporate Headquarters: We are located in Asheville, North Carolina. For questions regarding accounting or business development please call 828-575-5300. 

PAID SERVICES

Open Zoom Access: Open Zoom sessions are held weekly. These are hour long sessions that any client who has purchased sessions and has the Sustain product may attend. There can be anywhere from 1-20 clients present in a given session. Sessions are hosted by two Galaxy Digital agents who will be sharing their screen and using an example site to answer questions live. A 5-pack of sessions can be purchased for $100 or an annual access pass can be purchased for $350. 

Data Imports: We will provide you with the applicable import templates, which you will format your data into and email to support@galaxydigital.com. A Data Specialist will then complete the data import. 

Import service includes:

• User profile data
• Sum of historical volunteer hours 

This service can be purchased for a fee of $200.00. 

CONTRACT CANCELLATION

Once a cancellation request is submitted in writing and is deemed to be within the terms of your contract, a Galaxy Digital representative will notify you of your site-termination date by email. Your site will no longer be accessible after this date If you are canceling without fulfilling the terms of the contract, an early termination fee can be applied to break the contract.: 

• $400 fee for early termination 
• $75 fee for reactivation. Once we receive this payment, you will be able to access the site for five days. 
• $135 fee for reactivation plus one hour of data retrieval work by our team.
• $87/hour will be charged for each additional hour of data retrieval work required.