Service Level Agreement (SLA)

1. HOSTING

Hosting services shall include hosting of the Solution and Services together with related components and Customer owned content as set out below.

1.1 Services Availability

The Company will take all appropriate measures in terms of redundancy, monitoring and platform management to make the Solution available via the Internet 99% during Business Hours measured annually from the Subscription Date. The events set out in clause 7 of this SLA and all Planned Maintenance shall be excluded from the calculation of availability of the Solution.

SECURITY

The Company’s data centres are located in Ireland with Amazon Web Services. The Company reserves the right to change the data centres during the Term, provided that any new data centre provides at least the same level of services and security as the current data centre. To learn more about the security and infrastructure services provided, please refer to Amazon Web Service’s documentation.

SUPPORT SERVICES

Support services shall include maintenance of the Service and Customer platform including corrective maintenance and enhancements and a customer support service for the Solution and Customer platform as set out below.
Scope of Support Services
Maintenance and support services shall not be provided for issues arising from: (i) modifications, alteration or configuration of any of the Services by the Customer or a third party that has not been authorised in writing by the Company; and/or (ii) technology or IPR that has not been provided by the Company pursuant to the Agreement.
Problem Notification
The Company provides support services from a UK office which is available to named support users. Support services are provided in English.
Problems may be reported to the support centre by email, telephone or via the Internet, using the help desk tool.
Problem Acknowledgement
Upon receipt of a problem notification the Company shall respond to the Customer, within the time frame set out in clause 4.2 of this SLA as applicable, based on the severity and type of problem. Such response shall specify the severity level and type of problem.
Support Hours
The Company offers support for the Solution and Services during Business Hours on Business Days in English.

PROBLEM RESOLUTION

Problems with the Service will be dealt with in accordance with their level of severity. The time frame in which problems will be resolved will depend upon whether they are classified as a Bug or Incident as set out below.

4.1 Problem Severity Classification

4.2 Response and Target Resolution Times

MAINTENANCE SERVICES
Releases
Releases will contain new or amended features. There may be some need for configuration and additional user training in order to obtain the maximum benefit of the new features. Releases do not significantly impact the existing technical setup of the Customer or training materials. Releases are numbered as follows: 3.1, 3.2, 3.3, etc.
The Company reserves the right to vary the frequency of Releases and is not obliged to give the Customer notice of new releases.

Patches
Patches provide Bug fixes, performance and SLA improvement. Such features and functionality do not impact the current configuration of the Customer, nor require additional training.
There are 2 categories of patches:
Normal Patches which include fixes on medium or low severity bugs, as well as a combination of change requests and small features. These patches are deployed weekly during the maintenance window.
Emergency Patches include fixes on issues that are qualified as urgent by the Company, or relate to high severity bugs, security threats, performance, or availability. Emergency patches are deployed as and when necessary.
Patches are deployed as required for all Customers of a given release. Deployment usually takes place during low system traffic time. The deployment is usually 100% automatic. All existing setup and data will remain unchanged. No user or administrator intervention is required. No manual intervention of the Customer administrator is required.
Planned Maintenance
The Company usually carries out planned maintenance in the maintenance windows set out below.

Normal Patch
Deployment window
1 hours
Deployment schedule
Weekends or evenings
Interruption of service
Usually none
Maximum interruption of service
24 hours
Upfront Notice Period
Usually none

Release
Deployment window
1 to 72 hours
Deployment schedule
Weekends or evenings
Interruption of service
Usually
Maximum interruption of service
72 hours
Upfront Notice Period
1 Days

Platform Upgrades
Deployment window
1 to 148 hours
Deployment schedule
Weekends or evenings
Interruption of service
Yes
Maximum interruption of service
148 hours
Upfront Notice Period
1 week
Emergency Maintenance
The Company shall where possible, provide the Customer with prior notice of Emergency Maintenance. However, work may commence at any time and shall continue until completed. The Company shall attempt, but cannot guarantee scheduling emergency maintenance during non Business Hours.

Emergency Patch
Deployment window
Usually less than 1 hour
Deployment schedule
As required
Interruption of service
Usually none
Maximum interruption of service
72 hours
Upfront Notice Period
1 hour

CUSTOMER’S OBLIGATIONS
The Customer has the following obligations under this SLA:
to provide access to a computer system capable of running the TCP/IP network protocol and an Internet web browser and uses a web browser that supports JavaScript;
to provide all suitable hardware and software and telecommunications equipment required for accessing the Solution;
responsibility for the network connection between the Company’s hosting centres and the Customer’s premises (backend) connection to a telecommunications network;
to inform the Company without delay of any problems with the Solution;
to purchase upgrades for its own software, if necessary, for the error free operation of its own software with the Solution;
to check its systems for the most commonly known worms and viruses;
to have a current virus scanner installed for each Customer system accessing the Solution.

LIMITATION OF LIABILITY
The Company shall not be liable for, and shall have no obligation to fix, any errors, Incidents, problems or bugs or any lack of availability of the Solution caused by the following:
any breach of the Customer’s obligations set out in clause 6 above;
use of the Solution on a system not supported by the Company or specifically agreed in writing in the Agreement;
unavailability of telecommunications;
faults or omission of ISPs;
any lack of connectivity caused by a third party;
any bugs or defects in any third party software that interacts with the Customer’s data once it leaves the Company’s data centres;
any denial of service attacks, network floods and hacking;
interconnection of the Solution with other software products not supplied by the Company except as expressly agreed in writing in the Agreement;
any DNS issues not within the direct control of the Company i.e. a fault on the Customer’s network or own equipment configuration;
problems or errors that occur while the Company is waiting for the Customer to provide information to enable it to rectify a fault or restore services;
faults caused by the Customer’s management or connection to the Services;
the Customer failing to take part in training offered by the Company, necessary for use of the Solution;
Force Majeure.