Description of the Services

1. Specification of the Services

SESAM shall deliver the Services and complete the tasks related to the Services as set out in section 1 and that is set out in the service catalogue in the table below.

Service specification
SaaS-Service Specification of tasks and contents of Sesam SaaS-Service
  1. Description of the SaaS-Service

SESAM is a data-oriented integration platform delivered as a Service. Sesam consists of service instances that exposes an API (see http://docs.sesam.io for documentation). The Service instance can be configured through this API. The Service may be configured to fetch data from various systems and databases, and the data that is so collected and stored in SESAM. Such configuration may be performed by the Customer or by a separate consulting agreement between SESAM and Customer. API's are also used to transform and expose the stored data.

The SaaS-Service consists of two applications:

1. SESAM Integration Service that collects, connects and transforms data before it is routed to a receiving system or search engine. 2. SESAM Data Browser, which is a search interface against structured data that links with data in a search index populated from the SESAM Integration Service.

The SaaS-Service is secured with SSL-certificates that are unique for each Customer and through access controls that may be set for the stored data. Access to the SaaS-Service is through the currently supported interface published at sesam.io.

The Service Instance reports operations-oriented metadata back to SESAM. These metadata are used to monitor the system's conditions and provides the Customer with the opportunity to receive notifications on the data flow in the service.

  1. Requirements for scaleability

The SaaS-Service can be scaled both in terms of the number of Users, amounts of data and requirements for computing capacity.

Storage scales automatically, while increased computing power, monitoring or SLA-changes can be selected via the My Page in the SESAM-portal.

  1. Backup and securing data

SESAM shall keep the Customer's data logically separated from any third parties' data to limit the risk of data loss or unauthorized disclosure. By «logically separated» is meant that necessary technical measures securing the data against unwanted alteration and access are implemented.

Backup of data may be selected as an optional service on My Page in the SESAM-portal. The cloud service, as a basis, only contains copies of data from other sources that the Customer has chosen to integrate with, and transformations of such data. Therefore, all data may be re-imported and recreated when needed for such sources. Re-creating from back-up may, however, be faster for large quantities of data.

  1. Reconstruction of data

If data is lost or corrupted due to causes which SESAM is responsible for, SESAM shall re-establish the data from the latest backup within reasonable time and at SESAM's own cost, if not otherwise agreed below.

SESAM's responsibility for costs is limited to the costs for re-establishment of the data from the latest backup, and additional costs that may arise due to SESAM not having performed backups as set forth in the Agreement. Costs attributable to reconstruction of data after the latest backup may only be attributed to SESAM if the data loss is due to gross negligence by SESAM. If the cause of the data loss is such that the Customer shall carry the costs, the Customer shall approve the scope of the work before it commences.

  1. Notification of updates of the Services
Major updates and planned maintenance / downtime is notified through the SESAM Service Desk.
  1. System documentation for the Services
SESAM is documented here: https://docs.sesam.io/overview.html
  1. Third party cloud services included in the Services

    or

    Third party cloud services are included in the Services, but it is set forth in this agreement that the Customer will provide the operating environment

SESAM is delivered as a SaaS from virtual servers in Microsoft Azure Cloud. For Azure, separate terms of service apply from Microsoft: Online Subscription Agreement and Online Services Terms. These terms are binding on the Customer as they are amended and updated by Microsoft at any given time.

or

It is agreed between the parties that the Customer will acquire and use another operating environment with their own terms of service, when using SESAM's Services. The Customer is responsible for entering into contract with the supplier of the operating environment.

  1. The Customer's responsibility in connection with the Services
Configuring routers and firewalls for expanding the Customer's network to include the Services, included securing the network communication. Configuring access to applications to be integrated with the Service. SESAM will assist with specifications for network configuration.

2. Service level agreement and standardized refunds

Since SESAM is delivered as SaaS, the Customer may consecutively select capacity and service levels as required. The applicable selected capacity and SLA-level will be defined at the Customer's My Page on the SESAM-portal.

The Customer shall report errors to SESAM according to the following procedure: Through SESAM Service Desk.

2.1. 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 of downtime per month to points
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.

2.2. 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.

2.3. Requirements for processing and reaction times

Upon errors in the Services, SESAM shall fulfil the following requirements for processing and reaction:

Reaction time target and correction time
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

  • Next business day for Enterprise
  • 3 days for Standard
  • n/a for Basic

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:

Point accumulation
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.

2.4. 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.

Accumulated points to reduction of fee
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%