Service Level Agreement (SLA)
1.1. Developer will provide and maintain all hardware and network resources necessary for the operation of the Hosted Service. However, Subscriber shall provide
and maintain all of its own hardware, software and network systems for access to the Hosted Service.
1.2. Subscriber shall access the Hosted Service using a standard Web browser as follows:
• Internet Explorer 10 or later
• Firefox 4.0 or later
• Chrome 12 or later
• Safari 5.1.7 or later
1.3. The Hosted Service requires that the Subscriber has access to an Internet network. A high-speed Internet connection is recommended. This service is not included in the Developer’s performance and will be supplied by an Internet Services Provider (ISP) or other telecommunication operator, as selected by Subscriber and in accordance with the Subscriber’s separate agreement with such ISP. Developer is not responsible for the Subscriber’s Internet connection and any interruption thereof.
2. TECHNICAL SUPPORT
2.1. To provide 24/7 support, the Developer has established Regional Technical Support Centers with the shared e-mail address firstname.lastname@example.org
2.2. For US-based organizations, Developer’s support hours are 9:00 am to 5:00 pm US Central Standard Time (CST), Monday through Friday, excluding holidays.
3. SERVICE LEVEL COMMITMENT
3.1. Developer shall use reasonable commercial efforts to make the Hosted Service available to Subscriber twenty-four (24) hours per day, seven (7) days per week,
except for required interruptions as described below in Section 3.3. Developer is not responsible for any ‘downtimes’ or failures of service of Subscriber’s own network and computer systems or ISP’s Internet connection services.
3.2. Generally, average login time is three (3) seconds or less, excepting any Subscriber network, computer system or ISP downtimes or problems.
3.3. Scheduled maintenance and installation of upgrades will not apply to the 24/7 uptime commitment referenced in Section 3.1 above. Developer shall notify the Subscriber Support Contact, in writing, which can be sent via e-mail, of the scheduled maintenance at least forty-eight (48) hours in advance. Developer will coordinate all scheduled routine maintenance during weekends in accordance with the US CST. Such scheduled maintenance will take no longer than three (3) hours unless otherwise notified in writing by Developer to the Subscriber Support Contact.
4. RESPONSE TIME
4.1. Developer shall exercise commercially reasonable efforts to correct any error reported by Subscriber in accordance with the priority level and applicable response time referenced below.
4.2. “Priority 1 Error” means an error which (i) renders the Hosted Service inoperative or intermittently operative; or (ii) substantially degrades performance of the Hosted Service; or (iii) causes any feature Hosted Service to be unavailable or substantially impaired, (iv) a Subscriber user cannot access the Hosted Service through no fault of the end user. Developer will attempt to resolve the Priority 1 Error or develop a workaround within four (4) hours.
4.3. “Priority 2 Error” means an error which degrades the performance of the Hosted Service or restricts Subscriber’s use of the Hosted Service. Developer will attempt to resolve a Priority 2 Error or develop a work-around within eight (8) hours.
4.4. “Priority 3 Error” means an error which causes a minor impact of Subscriber’s use of the Hosted Service. Developer will attempt to resolve a Priority 3 Error within two (2) business days.
4.5. To facilitate Developer’s ability to identify and remedy faults, Subscriber shall supply documentation and other information, as precisely and with as much detail as possible of any disturbances that may have appeared or resulted from the defect(s), to Developer regarding any error or default. Subscriber acknowledges that unless Subscriber provides timely notice to Developer of any defect and is be able to reproduce such error or defect, Developer may not have sufficient information to determine or recreate the error or defect in order to correct such error or defect.
5. BACKUPS AND RECOVERY
Full backups are made daily via standard AWS backup functionality, with a 21 days retention period. The Recovery Point Objective is thus <24 hours. Recovery of a full backup and restoring of full functionality is performed within 4 hours.
6. DATA OWNERSHIP AND LOSSLESS TRANSFER
All data that are stored and managed in TermWeb by the Subscriber, are owned by the Subscriber. All data can be transferred from a hosted to an on-premise TermWeb installation without any loss.
7. EXCLUSIONS TO SUPPORT
7.1. Support shall cover only errors, defects or irregularities arising in the course of the utilisation of the Hosted Service which are not random, are reproducible and are attributable to the software or Hosted Service under normal conditions of use.
7.2. Support shall no longer be supplied where modifications have been attempted to be made or made to the Hosted Service by the Subscriber, including but not limited to attempting to exceed or exceeding the number of paid-for authorized users of the Hosted Service.
7.3. Support may include recuperation or transfer of data at Developer’s sole discretion. The Subscriber is advised and acknowledges that the Subscriber is responsible for its use of the Hosted Service and any of Subscriber’s data used in connection with the Hosted Service. Specifically, Subscriber will ensure proper procedures and instruction of its users of the Hosted Service to prevent inappropriate deletion or replacement of its data by such users. Subscriber acknowledges and accepts that Developer shall not be liable for loss of data, including but not limited to data deleted or replaced by Subscriber’s users.