Service Levels
SERVICE LEVELS (“SLA”)
For Software as a service
This Service Level Agreement forms an integrated part of the End User Agreement by and between Cention and the End User. This Service Level Agreement is only applicable if the type of agreement has been indicated, or is implied, to be “Software as a service” on the cover sheet of the End User Agreement.
Specific Do’s and Dont’s
For the purposes of this SLA, the following terms shall be construed as defined below:
“Agreed Service Level”
shall be construed as defined in Section 2.2 below;
“Availability”
Means that the Service is available to End User at the Access Point without Critical Defects during the Customer Support Hours;
“Customer Support Hours”
the time during which customer support is provided according to the Agreed Service Level as stated below;
“Downtime”
means a commenced minute during Customer Support Hours where the Service is not Available to the End User due to a Critical Defect.
“Downtime Period”
means, for a domain, a period of ten consecutive minutes of Downtime. Intermittent Downtime for a period of less than ten minutes will not be counted towards any Downtime Period;
“Defect”
shall be construed as Critical, Serious and Minor as defined below;
“Guarenteed Uptime”
means the total number of minutes during Customer Support Hours in a calendar month multiplied with the Guaranteed Uptime Percentage;
“Monthly Uptime”
Means the total number of minutes during Customer Support Hours in a calendar month minus the total number of minutes of Downtime comprised by any and all Downtime Periods in the same calendar month.
“Monthly Uptime Percentage”
means the Monthly Uptime for a calendar month divided by the total number of minutes during Customer Support Hours in the calendar month;
“Reaction Time”
means the period of time from the moment a Defect is reported until the time when Cention starts the troubleshooting process (not to be confused with the time required to solve a problem, which requires a continuous dialogue between the parties);
“Service Level”
shall be construed as the agreed level of service, which can be Foundation, Professional or Enterprise;
“Scheduled Downtime”
means periods of Downtime that have been notified to End User in advance;
Service Levels
The Service Levels are defined as follows:
Service Level
Customer Support Hours
Reaction Time
Foundation
Monday through Friday, 9 a.m. – 5 p.m. CET
Critical; 2 hours
Serious; 6 hours
Minor; 12 hours
Professional
Monday through Friday; 8 a.m. – 10 p.m. CET
Critical; 2 hours
Serious; 6 hours
Minor; 12 hours
Enterprise
24/7
Critical; 2 hours
Serious; 6 hours
Minor; 12 hours
The Service Level to be applied by and between the parties as indicated, or implied, on the cover sheet of the Agreement constitutes the “Agreed Service Level”.
Support includes application support but not any development of functionality or work required in the restoration of data from any peripheral system(s).
Cention shall notify End User about Scheduled Downtime at lease five days in advance before the commencement of the Scheduled Downtime.
Cention is not responsible for periods where the Service is not Available (“Excluded Downtime”) that is due to (a) faults or errors in the End User’s software, (b) faults and/or errors in the communication between the End User and the Access Point, (c) force majeure according to Section 19 of Appendix 1 to the Agreement, (d) failures to fulfil the Agreed Service Level that are due to circumstances which are beyond Cention’s control or which falls outside of Cention’s responsibilities according to the Agreement and/or (e) periods of time where the Service is not Available before the point in time when End User has filed a report pursuant to Section 3.4 below. Excluded Downtime shall not be part of any Downtime Period.
For the avoidance of doubt, Excluded Downtime and Scheduled Downtime shall not form part of any Downtime Period when calculating the Monthly Uptime Percentage. However, Scheduled Downtime that is in excess of twenty four (24) hours per calendar year shall be counted towards Downtime Periods.
If the Agreed Service Level is “Platinum” this Appendix 4 comes into force and effect ones the parties have agreed on a Service Level Specification stating the specific service levels, how the service levels are to be measured and any specific reporting channels that may be required. The Service Level Specification shall be construed as an integrated part of this Service Level agreement.
In the absence of any agreement to the contrary, Cention is responsible for providing and implementing a system to measure the Monthly Uptime Percentage.
Cention reserves the right to schedule Scheduled Downtime to a quarterly service window between 4 p.m. and 10 p.m. on the last Sunday of every quarter. This service window may be used to perform extensive system maintenance (for example hardware and software upgrades).
Defect classifications and reports
Defects are to be classified as per the table below:
Critical Defects
Serious defects
Minor Defects
Defects impeding production within the Service
Defects that do not impede production within the Service, but which affect the efficiency and usage of the Service
Irregularities with minimal or no impact. For example errors in headings, documentation or auxillary texts.
For the avoidance of doubt, Serious Defects and Minor Defects do not give rise to Downtime.
The End User is responsible for ensuring that the defect report is filed in Cention’s reporting system by sending an email to support. The defect report shall, as a minimum, contain a relevant description of the Defect, contact details for the person filing the report and what impact the Defect has on the Service. When reporting a Defect into the reporting system a receipt will be generated, this receipt will hold a timestamp and serve as a record of when an issues has been reported.
Cention shall for each individual Defect, and within the limitations of the service agreement, provide information about the troubleshooting progress.
The parties shall co-operate to the extent necessary to solve a reported Defect as soon as possible.
Customer Support
Cention shall provide Customer support during the Customer Support Hours that are applicable for the Agreed Service Level . All support cases shall be categorised in accordance with the following scale for each individual support case: Category 1: Emergency failure of service (EF) Category 2: Failure of service (FS) Category 3: General user support question (US) Category 4: Change Request (CR)
For cases within category 3, the End User will be charged on a running account in accordance with the prices applied by Cention from time to time. Each such case will incur a minimum debit of 15 minutes work. No work under this section will be done without a written acknowledgement from the customer.
For cases within category 4, the End User will be provided with a tender which shall be signed and returned to Cention after which a project plan will be created in consultation with the customer. For the avoidance of doubt, any and all requests for restoration of data from any peripheral systems or development of modified and/or new functions within the Service shall be handled as Change Requests.
Any exchange of information under this service level agreement shall be made between Cention’s designated key account manager and End User’s designated contact person.
End User shall provide, and continually update, a list of its designated contact persons including current contact details of all such persons.
Cention’s Contact
All contact with Cention in regards to support issues is done to support@cention.com
Expected Uptime
Cention promises a 99.9% uptime or more.