Service level agreement and standardized refunds¶
Availability for the Services¶
Availability target SESAM, as a SaaS, is provided with the target of 99.5% uptime per installation (cf. production environment, test or development, which corresponds to approximately 1 hour maximum unplanned downtime per month for the individual installation.
Planned downtime SESAM, as a SaaS, is maintained and updated almost continually. Planned maintenance is therefore nightly from 00:00 to 03:00 hours Central European Time.
Other planned maintenance shall be notified at least 48 hours in advance.
Definition of downtime If a service’s API or User interface is not responding within a time period of ten minutes, this shall be considered downtime. This is monitored and logged by the SESAM-service. It is not considered downtime if the error is in the Customer’s applications, databases or other systems, or is due to downtime on the operating environment.
Points accumulated on unplanned downtime (to be calculated per installation):
On unplanned downtime, points are accumulated as set out below:
Hours from |
Hours to |
Number of points |
|---|---|---|
1 |
2 |
4 |
2 |
4 |
8 |
4 |
6 |
12 |
6 |
10 |
15 |
10 |
25 |
Upon non-conformity with these requirements, any standardized penalties set out under section 2.4 is to be calculated.
SESAM shall maintain a log of all events concerning downtime, with the date and time of when downtime was reported, cause/symptom, solution and duration of the downtime.
Capacity requirements¶
SESAM shall deliver on the following capacity requirements for the Services:
For SESAM Search the capacity levels Basic, Standard and Enterprise can be selected, which respectively guarantees 1, 5 and 10 RPS (Requests per second).
The selected level upon start of the Service period is set out in the price matrix in Appendix 2. If the Customer desires to change the level, this can be done on the Customer’s My Page on the SESAM-portal.
For other SESAM SaaS-Services, no quantified capacity requirements apply.
Requirements for processing and reaction times¶
Upon errors in the Services, SESAM shall fulfill the following requirements for processing and reaction:
Level |
Category |
Enterprise |
Standard |
Basic |
Correction target |
|---|---|---|---|---|---|
A |
Critical error that is so serious that the entirety or significant parts of the Services are not available or not functioning |
1 hour |
8 hour |
n/a |
A workaround of the error shall be delivered without undue delay, and at the latest within
If this is not possible, a fix will be delivered within 10 days. |
B |
Serious error that may be fixed with a work around, but which delay the usage of the Services |
4 hours |
2 days |
n/a |
A workaround of the error shall be delivered within 10 business days. If this is not possible, a fix will be delivered in the next release. |
C |
Less serious error, which does not entail delays in the usage of the Services |
None |
None |
None |
The error is evaluated with the goal of a fix in the next release in line with the normal release schedule. |
All requirements in the table shall be calculated within SESAM’s standard business hours, 0800 - 1600 hours Central European time, excluding public holidays and other holidays in Norway, and excluding Christmas Eve and New Year’s Eve. The vendor assigns the priority for reported errors.
With “reaction time” is meant the time from the Customer has reported the error until SESAM has started the work on identifying the cause for an error. The “correction time” is the time from the error has been reported to SESAM until a temporary or permanent fix is implemented and a normal situation for the Service has been re-established. The correction time therefore includes the reaction time.
The above mentioned requirements do not apply for errors that are caused by errors in the Customer’s applications, databases or other systems. Neither do the requirements apply for errors in the operating environment, but SESAM shall in such cases report relevant errors to supplier of the operating environment without undue delay.
The selected SLA-level upon start of the service period is set out in the price matrix in Appendix 2. If the Customer desires to change the level, this can be done on the Customer’s My Page on the SESAM-portal.
To ensure the compliance with these requirements, SESAM shall be able to demonstrate that continuous monitoring of the Services is implemented, and that measures are taken to optimize the performance.
For each case of a non-adherence to the processing and reaction times set out above, points are accumulated within a month as set out below:
Description |
Twice as long time |
4 times as long time |
8 times as long time |
More than 8 times as long time |
|---|---|---|---|---|
Reaction time, Critical error (A) |
4 points |
6 points |
8 points |
10 points |
Reaction time, Serious error (B) |
2 points |
4 points |
6 points |
8 points |
Correction time, Critical error (A) |
4 points |
6 points |
8 points |
10 points |
Correction time, Serious error (B) |
2 points |
4 points |
6 points |
8 points |
On this basis, standardized penalties are calculated as set out in section 2.4 below.
Standardized penalties¶
Standardized penalties are calculated per installation (cf. production environment, test or development) when actual measured availability (see section 2.1.) or processing and reaction times (see section 2.3) in a SLA measurement period deviates from the agreed level, with the exception of errors due to the Customer or the Customer’s other vendors. If the deviation within an installation impacts on several SLA-requirements, points are calculated only for the part of the service (see either section 2.1 or 2.3) that results in the highest number of points.
The invoicing period for services delivered and any standardized penalties is in arrears every month.
The calculation basis for standardized penalties is the last monthly subscription fee for the application installation in question. The penalty is calculated as the given percentage of the calculation basis. The maximum total standardized penalty is 40% of the subscription fee for the Service for the installation in question in the same billing period.
The deviation from the agreed service quality (SLA) is measured in the number of points incurred by SESAM during a one-month period. Points are calculated for reaction time, correction time and non-planned downtime within the installation in question.
Points from |
Points to |
Reduction of monthly subscription fee for the relevant installation |
|---|---|---|
1 |
10 |
0% |
11 |
20 |
-5% |
21 |
30 |
-10% |
31 |
40 |
-15% |
41 |
50 |
-20% |
51 |
60 |
-25% |
61 |
-40% |