Last Updated: 07.11.2019
This agreement governs the processing of personal data that the Customer provides to Hala in connection with the Agreement.
Hosting services shall include hosting of the Solution and Services together with related components and Customer owned content as set out below.
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 this SLA and all Planned Maintenance shall be excluded from the calculation of availability of the Solution.
The Company’s data centers are located in Frankfurt with Amazon Web Services and IBM. The Company reserves the right to change the data centers during the Term, provided that any new data center provides at least the same level of services and security as the current data center. To learn more about the security and infrastructure services provided, please refer to Amazon Web Service and IBM documentation.
4. 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.
5. 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 authorized in writing by the Company; and/or (ii) technology or IPR that has not been provided by the Company pursuant to the Agreement.
6. PROBLEM NOTIFICATION
The Company provides support services from an Estonia office. Support services are provided in English.
Problems may be reported to the support center by email, telephone or via slack channel:
• Via email (firstname.lastname@example.org);
• Via telephone: +372 59823235, +372 58529042;
• Via slack
7. SUPPORT HOURS
The Company offers support for the Solution and Services during Business Hours on Business Days in English.
The following table defines severity levels and provides some examples: | Severity | Definition |Response Time Objectives|Response Time Coverage| |—|—|—|—| |1|Critical business impact/service down: Business-critical functionality is inoperable or critical interface has failed. This usually applies to a production environment and indicates an inability to access services resulting in a critical impact on operations. This condition requires an immediate solution.|Within 24 business hour|M-F business hours| |2|Significant business impact: A service business feature or function of the service is severely restricted in its use or you are in jeopardy of missing business deadlines.|2 business days|M-F business hours| |3|Minor business impact: Indicates the service or functionality is usable and it is not a critical impact on operations.|Next Release|M-F business hours| |4|Minimal business impact: An inquiry or non-technical request.|Next Release|M-F business hours|
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 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:
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.
The Company usually carries out planned maintenance in the maintenance windows set out below.
|Type||Deployment time||When Interruption of service||Upfront notice|
|Normal Patch||4 hours||Weekends or evenings||Usually none|
|Emergency Patch||Less 2 hours||As required||1 hour before|
|Release||1 to 96 hours||Weekends or evenings||1 day before|
|Platform Upgrades||1 to 148 hours||Weekends or evenings||1 week before|
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 to schedule emergency maintenance during non Business Hours.
11. CUSTOMER OBLIGATIONS
The Customer has the following obligations under this SLA:
12. 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: