Service Level Agreement (SLA)
– Platform as a Service
Version: 2020-10-02
Savecore AB (”Savecore”), 556670-0489
1. Definitions
1.1.Downtime
The period of downtime within the Agreed Hours of Service that Availability has not been met with a deduction for the time of Permitted Downtime. Downtime is calculated from the moment in time the failure in Availability is reported in accordance with point 5 until the Service becomes Available. When determining Availability in accordance with the formula in point 1.5 below, Downtime shall not include downtime that is not the responsibility of the supplier in accordance with point 4.
1.2.Agreed Hours of Service
The hours when the Agreed service levels are measured. In the absence of any stated time elsewhere in the agreement, the Agreed Hours of Service are 24 hours per day 7 days per week.
1.3.Service
Service as referred to in this SLA Appendix refers to the Service under the ”Terms of Service for Platform as a Service” that is affected by downtime.
1.4.Permitted downtime
a) planned service and maintenance about which the
customer has been informed in advance, or
b) other downtime at the request of Savecore AB or
with the customer’s approval.
The number of occasions of Permitted downtime as referred to in a) above shall not exceed two per month, except otherwise agreed.
1.5.Not available
Non-availability of a Service means that the Service has all instances not available for use and/or all storage volumes are performing 0 (”Zero”) iops with io in queue.
Availability is calculated using the following formula:
Actual Hours of operation
————————————————————————————————— x 100 = Availability%
(Agreed Hours of Service – Permitted Downtime – Non Supplier Downtime)
- Agreed Hours of Service according to section 1.2.
- Permitted Downtime according to section 1.4.
- Non Supplier Downtime according to section 4.
1.6.Other definitions
This section intentionally left blank..
2. Agreed Availability
Agreed Availability for the Service measured per calendar month is: 99,5%.
3. Agreed levels of service for Support
We provide Customer Support during weekdays 8 am to 5 pm except from Swedish holidays.
All core services are monitored 24/7 with engineers on duty.
Support Case Severity Levels:
Level 1 – Critical Business Impact
15 minutes response time.
Production use of PaaS on primary production servers is stopped or so severely impacted that the customer or his commercial end users cannot reasonably continue work.
And, customer can not resolve the issue on his own.
For Severity Level 1 problems, Savecore will begin work on the problem within 15 minutes of notification and handle as its highest priority until the customer is given a fix or workaround, or level of the problem is lowered. Customer resources must be made available in Severity Level 1 situations and reasonably cooperate with Savecore to resolve the issue.
Severity Level 1 problems could have the following characteristics:
- System hang or crash situations
- Data loss or data corruption
- Critical functionality not available
Level 2 – Significant Business Impact
2 hour response time.
Important product features are unavailable with no acceptable workaround. Customer’s or customer end users production use of PaaS in a primary production service are functioning with limited capabilities or are unstable with periodic interruptions. The Service may be operating but is severely restricted.
Severity Level 2 problems could have the following characteristics:
- Product error or failure forcing a restart or recovery
- Severely degraded performance
- Functionality unavailable but the system is able to operate in a restricted fashion.
Level 3 – Minimal Business Impact
8 hour response time
Product features unavailable but a workaround exists and the majority of software functions are still usable. Minor function/feature failure that the customer or customers end user can easily circumvent or avoid. Customer’s or customer end users work has minor loss of operational functionality.
Severity Level 3 problems could have the following characteristics:
- Error message with workaround
- Minimal performance degradation
- Incorrect product behavior with minor impact
- Questions on product functionality or configuration during implementation
Level 4 – Nominal Business Impact
24 hour response time.
Minor problem or question that does not affect the Service function such as How To’s, documentation, general questions, or enhancement requests. There is no impact to product usage or customer’s or customer end users operations.
Severity Level 4 problems could have the following characteristics:
- Error message with workaround
- General requests for advice on product usage
- Clarification on product documentation or release notes
- Product enhancement request
4. Downtime for which the supplier is not responsible
The supplier is not responsible for downtime or any other failure to satisfy the agreed service level unless the customer can show that it was not caused by any of the following circumstances and provided that the said circumstance was not directly attributable to the supplier.
a) faults in the Customer’s Software,
b) circumstances outside the supplier’s area of responsibility for the Service, such as a failure of communications or other products or services from third parties.
c) any other circumstances for which the customer has responsibility under the terms of the Service,
d) virus or other security interference, provided that the supplier has implemented security measures in accordance with any agreed requirements or, in the absence of such requirements, in accordance with professional standards.
5. Reporting of downtime
5.1. Downtime is only reported after it has been registered in the fault processing system used by the supplier. Downtime may be registered by means of an automatic alarm, a report by the customer in accordance with point 5.2 or upon discovery by the supplier.
5.2. The customer has responsibility for ensuring that the fault is reported using the agreed channels. The report shall include a relevant description of the fault and contact details for the users affected.
6. Measurement
6.1. Except where otherwise agreed the supplier has responsibility for defraying the cost of and implementing tools capable of measuring the agreed service levels.
6.1. The measuring point for service level Availability is the Connection Point.
7. Price reductions in event of failure to reach agreed level of service
7.1. If Availability is below the agreed level of Availability for the Service, the customer is entitled to a price reduction of the used credits during this outage period.
7.2. The maximum price reduction in the event of failure to meet Availability that can be credited to the customer is 200% of the charge for the Service during the outage period.
7.3. If a fault means that the customer may become entitled to a price reduction for failure to satisfy various levels of service as a result of one and the same event, only one price reduction may be made as a result of this event.
7.4. If several agreed levels of service entitle the customer to claim a price reduction, the maximum price reduction per that can be credited to the customer is the highest SLA of the aggregated services.
7.5. The customer loses its right to claim a price reduction, if such claim is not made by no later than the end of the calendar month following the month in which the report is sent in as referred to in section 7.1.
7.6. The supplier has responsibility for failure to satisfy agreed levels of service only in accordance with the conditions of this appendix. Other than as just stated, the customer is not entitled to any damages or other compensation due to non-compliance of agreed service levels, other than if stated in the Terms of Service.
7.7. Price reductions are payed only as credits towards future use of Service to the customer account.