Service Level Agreement for Info Novitas Products and Services

This Service Level Agreement applies to and is incorporated by reference into the ordering document or contract made by and between the Info Novitas (Service Provider) and the Customer (as identified on the order or contract). Service Provider may modify this Service Level Agreement from time to time by posting such amended Service Level Agreement to Service Provider’s site, but will provide sixty (60) days advance notice to Customer before materially reducing the benefits offered to Customer under this Service Level Agreement.

Service Provider SLA
During the term of the applicable contact, Service Provider will use reasonable efforts to achieve a Monthly Uptime Percentage of at least 99% for any calendar month. If Service Provider does not meet the Service Provider SLA, and so long as Customer’s account with us is current, Customer will be eligible to receive the credits described below. These credits are Customer’s exclusive remedy for any failure by Service Provider to meet the Service Provider SLA. Service Provider and Customer hereby agree as follows:

1. DEFINITIONS

The following definitions apply to this Addendum.

  • Application Administration
    Software installation and software updates (patches, upgrades, support, and maintenance)
  • Technical Support
    Online email support during coverage hours, 24x7access to support portal
  • Service Management
    Client activation, security monitoring, change control, problem management, and escalation procedures
  • System Administration
    System configuration, deployment, support, monitoring, response, repair, tuning and capacity planning
  • Network Administration
    Network provisioning, monitoring,  response,  repair,  security,  utilization  management  and  capacity planning
  • Data backup and retention
    Backups of Customer data
  • Software Availability
    The periods of time that the Software is available for use by Customer not including in scheduled downtime
  • User Response Time
    The time it takes for the Info Novitas to complete a user request and return a response
  • Restoration of services
    In the event of a major disaster event, such as flooding of the hosting facility or an earthquake that destroys the infrastructure
  • Maximum Restore Age
    It is the maximum age of the data should we need to restore production data from backup
  • Problem Response Time
    Provision of user support with primary coverage in Info Novitas local time excluding statutory holidays. Response time will be calculated by dividing the numbers of issues responded in its SLA level and we aim to be 90% or less during primary coverage.
  • Problem Correction
    Provision of any correction for a reproducible error in the application
  • Downtime
    means the time in which any service listed above is not capable of being accessed or used by the Customer, as monitored by Service Provider. “Monthly Uptime Percentage” means the total number of minutes in a calendar month minus the number of minutes of Downtime suffered in a calendar month, divided by the total number of minutes in a calendar month.
  • “Exclusion from Downtime”
    The following are not counted as Downtime for the purpose of calculating Monthly Uptime Percentage:

Service unavailability caused by scheduled maintenance of the platform used to provide the applicable service (Service Provider will endeavor to provide seven days’ advance notice of service-affecting scheduled maintenance); or

Service unavailability caused by events outside of the direct control of Service Provider or its subcontractor(s), including any force majeure event, the failure or unavailability of Customer’s systems, the Internet, and the failure of any other technology or equipment used to connect to or access the service.

 

On-Premise Security
Customer ensures that Customer data is protected with physical security, data encryption, user authentication, application security, and more. Specific measures include:
– All servers are located behind the firewall with only essential ports enabled.
– All firewalls have Intrusion Detection enabled.
– All Licensee data is stored in separate physical databases.
– 128-bit SSL encryption

Customer is responsible for purchase and maintenance of its own equipment, hardware and access, including but not limited to network and data connection, to establish a connection to the Internet.

2. SLA LEVELS

L0
Basic SLA
(Default)
Time Frame 1
Severity Response time Resolve time Claim procedure
1 – Catastrophic 8 hours 2 days No
2 – High 2 days 4 days No
3 – Low 4 days 20 days No
4 – Limited 8 days On Agreement No
L1
Bronce SLA
Time Frame 1
Severity Response time Resolve time Claim procedure
1 – Catastrophic 4 hours 1 day Yes
2 – High 1 day 2 days Yes
3 – Low 2 days 16 days No
4 – Limited 6 days On Agreement No
L2
Silver SLA
Time Frame 2
Severity Response time Resolve time Claim procedure
1 – Catastrophic 3 hours 6 hours Yes
2 – High 6 hours 12 hours Yes
3 – Low 12 hours 14 hours No
4 – Limited 4 days On Agreement No
L3
Gold SLA
Time Frame 3
Severity Response time Resolve time Claim procedure
1 – Catastrophic 2 hours 4 hours Yes
2 – High 4 hours 8 hours Yes
3 – Low 8 hours 10 days No
4 – Limited  3 days 20 days No

2.1 Time Frames
Time Frame 1 – Monday to Friday from 8:00 – 16:00 in Info Novitas local time excluding statutory holidays
Time Frame 2 – Monday to Saturday from 8:00 – 16:00 in Info Novitas local time excluding statutory holidays
Time Frame 3 – Monday to Saturday from 8:00 – 20:00 in Info Novitas local time excluding statutory holidays

 

2.2. Severity Level Definitions
Support tickets are categorized according to a severity or business impact scale. Technical support requests within a severity level are generally processed on a first-come, first-served basis. Catastrophic (severity 1) and High-impact (severity 2) problems that require an immediate response or direct help of technical support specialists may be processed out of turn. These situations require the Customer personnel to be at their work locations until a fix is developed or workaround is available.

When submitting a Support ticket, you are requested to supply detailed information (such as details about service and platforms, steps to reproduce, exact error messages, logs, changes made to the system or environment prior to the issue, etc) for the Info Novitas support team to properly identify and diagnose the issue and speed up response and resolution of the ticket. Failure to supply this information upon request may result in a delay of support assistance.

 

Severity 1 – Catastrophic
A catastrophic problem in production systems that is determined to be a Product Error. A complete loss of Cloud Service or On-Premise Service:

  • No user can interact with product or service

Severity 2 – High
A high-impact problem in production systems that is determined to be a Product Error. Essential operations are seriously disrupted:

  • A problem that affects essential operations of the product or the service in the management of the workload
  • Service is working but with a high outage, loading hangs indefinitely or crashing

Severity 3 – Low
Lower impact problem on a production system that is determined to be a Product Error. The system can continue essential operations:

  • Any problem in the interfaces
  • A problem that affects the functionality or features
  • Impaired operation of service
  • Performance degradation in any of the components
  • Severity 1 and 2 problem with a temporary workaround available.

Severity 4 – Limited
Any impact problem occurring on non-production system or question, comment, feature request, documentation issue or another non-impacting issue:

  • Any problem with platform infrastructure not related with Info Novitas Service
  • Any problem from mismanagement and unsupported processes
  • General usage, configuration question
  • Cosmetic issues, including errors in the documentation
  • Any problem due to configuration changes in production systems (Technical Assistance)
  • Questions about integration (Integration Assistance)
  • Problems on non-production systems, such as test and development systems
  • Feature requests (Feature Enhancement)

 

3. PROCEDURES AND METHODS OF MAINTENANCE

Maintenance procedure:
Maintenance implies solving problems by Info Novitas according to the Customer Service Request (CSR) application that relates to the delivered system.

Registration of CSRs is done by e-mail via Info Novitas Help Desk at support@info-novitas.com or via the Info Novitas Service Desk portal and telephone support is available at: 01 / 7707-700 (Information # 1, Support # 2, Technical Issues # 3).

Depending on the level of severity of the problem, the Severity category, priority is given to “1”, “2”, “3” or “4”. The client is responsible for classifying and allocating the appropriate priority level to a particular request in accordance with the above levels, and if the priority is not assigned or incorrectly defined, then it will be assigned to Info Novitas.

After receiving the request, within the agreed response time, Info Novitas begins to analyze the request. The answer will be sent to the Client in response to the registered CSR e-mail.

Performing Activities:
Upon receiving maintenance request by the Customer of the Service, the Authorized Person of the Customer and Info Novitas must agree orally or written (e-mail) on the seriousness of the problem.

When the Authorized Person of the Customer and Info Novitas, in writing or verbally agree on the level of severity of the problem, Novitas will initiate maintenance procedures in accordance with the terms and conditions, the type of maintenance applied.

Info Novitas will, upon the expiration of response time, perform a continuous action to remedy the problem encountered and to notify the Customer of the Service in a timely manner or on his request for repair status.

Info Novitas does not assume any responsibility for eliminating any problems with the Program in the event of non-existence or non-compliance with the security procedures by the Customer. The Customer must provide Info Novitas in writing all safety procedures related to the operation of Services, and Info Novitas is obliged to comply with the written security procedures when working in the Customers IT environment.

In the case of remote network maintenance, Info Novitas employees will inform in advance of their actions on the Target Client’s server and make an agreement with the Employer’s employees.

 

4. CLAIM PROCEDURE

To receive service credit for a particular calendar month, Customer must submit a claim by email to the support team within 30 days of the end of the month during which the Service did not meet the Service Provider SLA, and include the following information:

  • Customer name and account number;
  • the name of the service to which the claim relates;
  • the name, email address, and telephone number of the Customer’s designated contact;
  • information supporting each claim of Downtime, including date, time, and a description of the incident and affected service, all of which must fall within the calendar month for which you are submitting a claim.

 

Updated: 01.June.2019.