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Cxense Service Level Agreement - Valid from May 18th, 2016

Cxense Service Level Agreement (SLA)

This service level agreement (SLA) describes the levels of service that customers of Cxense ASA will receive as subscribers to our software as a service offering.   This SLA should be read alongside the contract that customers have with Cxense ASA, as there may be conditions that amends or overrides this SLA in these contracts.

A word file containing the SLA is attached to this article.  Please, be aware that the date in the filename represents the versioning.  The current SLA has this filename: "2016.04.30 - SLA - Service Availability, Software Support and Problem Escalation.docx"

  

Table of Content 

1        Agreements. 1

1.1       Uptime and planned downtime. 1

1.1.1        Uptime and response time targets. 2

1.1.2        Planned Downtime. 2

1.1.3        How to Receive Notifications. 2

1.1.4        Notifications of Service Interruptions. 3

1.2       Software Support and Problem Escalation. 3

1.2.1        Problem Detection. 3

1.2.2        Outside scope. 3

1.2.3        Response, update and resolution targets. 3

1.2.4        Definitions. 5

1.2.5        Priority Level 1 and 2 incident reporting. 7

1.2.6        Escalation Procedure. 7

  

1         Agreements

In consideration of the mutual covenants set forth in this Agreement, Cxense and <<Customer Company>> hereby agree as follows:

As a service, the standard Service Level Agreement (SLA) with Cxense is provided below

1.1        Uptime and planned downtime

During the term of your Services Agreement, Cxense will make its very best effort to ensure that the Cxense products licensed (the Services) are available 24/7. In the following, all service level objectives are measured on the basis of a calendar month, and any reference to “percent downtime” is calculated based on the number of minutes the Services may be unavailable in a calendar month.

Upgrades or general maintenance may call for service downtime where the Services will be stopped for shorter periods of time. Cxense will keep the planned downtime to a minimum, and schedule it outside of peak hours for our customers. Planned downtime is communicated up front. Downtime due to pre-announced maintenance activities is excluded from the measurement of “percent downtime”.

1.1.1      Uptime and response time targets

Service

Uptime

Response time

Notes

Cxense Advertising

- ad serving

99.7%

95% ads requests processed in less than 300 milliseconds

See note on uptime and response time calculations below

Cxense Search

- query serving

99.7%

95% of search requests processed in less than 300 milliseconds

See note on uptime and response time calculations below

Cxense Content

- query serving

99.7%

95% of content recommendation requests processed in less than 300 milliseconds

See note on uptime and response time calculations below

Cxense Analytics

99.7%

 

See note on uptime calculation below

Cxense Display

- ad serving

99.8%

 

See note on uptime calculation below

Cxense Display

- booking server

99.5%

 

See note on uptime calculation below

Cxense Maxifier

 - recommendations complete

 

100% by 9 am each business day

 

Cxense Video

- recommendations returned

99.7%

95% of video recommendation requests processed in less than 300 milliseconds

 

For uptime calculations

Pre-announced scheduled downtime (“Planned Downtime”) or events outside of the control of Cxense1) is not included in the uptime calculation. Examples of events outside of the control of Cxense are: external connectivity losses, network transit failures, force majeure, etc.

For response time calculations

The response time is calculated from as the time the request spends within the Cxense servers and network. This does not include Customer’s network latency or other external network latency

1.1.2     Planned Downtime

  • Planned downtime will be kept at a minimum, but can be up to 90 minutes per month in total.
  • Cxense will aim to perform scheduled service upgrades during the weekend hours from 9:00 pm Pacific Standard Time (PST) Friday to 2 pm PST Sunday
  • Cxense will provide at least 2 days’ notice of planned Service downtime.
  • Only in very rare situations will the ad serving be affected by planned upgrades, and we will communicate this very clearly if that is the case. However, during an upgrade, the user interface may become unresponsive for a short period of time, which may affect anyone who is running reports or trying to make changes to the system. 

1.1.3     How to Receive Notifications

Scheduled downtime and notifications about upgrades will be announced on the support portal http://support.cxense.com under each of the products listed.  The support portal allow users to subscribe to updates on the system status pages.

1.1.4     Notifications of Service Interruptions

In the event of an unplanned service interruption, you will be notified as soon as possible about the exact time and duration of the interruption, which part of the service was affected, and the cause of the interruption, if this is known.

 

1.2       Software Support and Problem Escalation

1.2.1     Problem Detection

In the event a defect, bug, or other issue affecting the Subscription Services are detected by either Cxense or Customer, the issue will be categorized as an incident pursuant to the criteria in this Section 4.  Each incident will be communicated to the defined contacts and resolved as defined in the table below.

1.2.2    Outside scope

Outside scope for incident pursuant to the criteria in the tables describing Basic and Premium support offering, are the following requests:

  1. requests for new features,
  2. change in implementation/integration (professional services requests)
  3. operational task
  4. customer service
  5. account management

1.2.3    Response, update and resolution targets

The problem response, update and resolution times set forth in this SLA depends on the support level subscribed to.  The SLA targets for Premium and Basic support offering are summarized in the two tables below.

1.2.3.1   Premium support offering

Severity Level

Initial Response

Update Interval

Resolution

Critical (Level 1)

Within 30 minutes after Customer notifies Cxense of the problem or Cxense otherwise becomes aware of the problem

Every 30 minutes

· Reasonable Workaround within 1 hour

· Final Resolution within 8 hours

Urgent (Level 2)

Within 1 hour after Customer notifies Cxense of the problem or Cxense otherwise becomes aware of the problem

Every hour

· Reasonable Workaround within 3 hours

· Final Resolution within 16 hours

High (Level 3)

Within 4 business hours after Customer notifies Cxense of the problem or Cxense otherwise becomes aware of the problem

Every business day

· Reasonable Workaround within 1 business day

· Final Resolution within 3 business days

Standard (Level 4)

Within 8 hours after Customer notifies Cxense of the problem or Cxense otherwise becomes aware of the problem

N/A

· Proposed plan for Workaround within 5 business days

· Final Resolution when deemed feasible by Cxense

See section named “Priority Level 1 and 2 incident reporting” for conditions necessary to benefit from Level 1 and 2 SLA targets.

1.2.3.2  Basic support offering

Severity Level

Initial Response

Update Interval

Resolution

Critical (Level 1)

Within 60 minutes after Customer notifies Cxense of the problem or Cxense otherwise becomes aware of the problem

Every hour

  • Reasonable Workaround within 3 hour
  • Final Resolution within 24 hours

Urgent (Level 2)

Within 2 hours after Customer notifies Cxense of the problem or Cxense otherwise becomes aware of the problem

Every 2 hours

  • Reasonable Workaround within 8 hours
  • Final Resolution within 48 hours

High (Level 3)

Within 4 business hours after Customer notifies Cxense of the problem or Cxense otherwise becomes aware of the problem

Twice a week

  • Reasonable Workaround within 3 business day
  • Final Resolution within 5 business days

Standard (Level 4)

Within end of next business day after Customer notifies Cxense of the problem

N/A

  • Proposed plan for Workaround within 10 business days
  • Final Resolution when deemed feasible by Cxense

 

1.2.4    Definitions

For purposes of the table above, the following terms shall have the meanings set forth below:

 Final Resolution” means a permanent fix that resolves the issue.

 “Initial Response” means the first contact provided to Customer by Cxense. This response may be in the form of an email message or, if email is unavailable, a documented phone call, or documented personal acknowledgement, and will normally contain the service request number for tracking purposes.

 “Update Interval” means any communication from Cxense support or product team to Customer where the status and plan of action for the service request is communicated. The purpose of these updates is to keep Customer informed of the progress being made to resolve the problem reported through the incident resolution request, to gather additional details for support or troubleshooting purposes, or to communicate a resolution of the problem.

 “Workaround” means a temporary fix that resolves the issue in all material respects.

 

Priority Level Definitions and Assignments

Each incident will be assigned a priority level based on the severity of the issue outlined in the criteria listed below.

Priority Level 1 (“Critical”). 

A Priority Level 1 problem means any of the following:

  • A complete outage of a critical service
  • An outage that affects 25% or more of the users
  • A recurring temporary outage of a critical service
  • Inability to provision the Subscription Services
  • Loss of data
  • Inability to service user technical support requests
  • Very serious failure rendering the services, or any major function of the Subscription Services, inoperable or severely impaired

Priority Level 2 (“Urgent”)

A Priority Level 2 problem means any of the following:

  • A significant degradation of the Subscription Services
  • An outage that affects 10-25% of the users
  • Results are materially different from those described in the product definition.
  • Serious failure of the Subscription Services that causes material inconvenience to Customer and/or its users

Priority Level 3 (“High”)

A Priority Level 3 problem means any of the following:

  • A minor degradation of the service
  • An outage that affects 5-10% of the users
  • Recent modifications to the system cause the Subscription Services to operate in a way that is materially different from what is described in the Documentation for non-essential features.
  • A failure of the Subscription Services that causes material inconvenience to Customer and/or its users

Priority Level 4 (“Standard”)

A Priority Level 4 problem means any of the following:

  • A small system delay, but no loss of data was experienced or a minor application error occurred
  • The Subscription Services does not operate strictly according to the documentation and/or technical requirements
  • Any of the “Out of scope” requests mentioned above will be marked as Priority 4 for simplicity, but excluded from reports

1.2.5    Priority Level 1 and 2 incident reporting

In order to qualify as a Priority Level 1 or 2 incident, the following conditions must be met in reporting and follow up of the incident.

  • Priority 1 and Priority 2 incident initial report to Cxense, must happen through the designated IRC channel, not email or web interface to ticketing system. The IRC service is available at https://chat.cxense.com:1581. Please log in with your customer name and use the following current password: support@cxense.
  • For Cxense Display customers, there is an escalation mechanism that allows escalation to OnCall resources by emailing display-complete-outage@cxense.opsgenie.net after having created a Priority level 1 ticket in https://support.cxense.com
  • Customer technical contacts must remain available for Cxense engineers 24x7 for the duration of a Priority 1 or 2 incident.
  • Cxense is entitled to reduce Priority level to 4 if incident troubleshooting and resolution depends on customer feedback, and Customer no longer responds.
  • Cxense will publish additional means of escalating the highest Priority issues during 2016. 

1.2.6    Escalation Procedure

In the event that

  • Incidents are not being communicated within the timeframes in the table above, or
  • Incidents are not being resolved to Customer’s reasonable satisfaction, or
  • Cxense is not getting timely response from Customer in its provision of information required to resolve an incident,

then the affected party can escalate the incident in accordance with the following escalation ladder.

  • the escalating party will contact the other party pursuant to the contact table below, starting with the 1st
  • If no resolution is attained within 12 hours, then the incident or issue will be escalated to the 2nd escalation tier.
  • If no resolution is attained within 24 hours, then the incident or issue will be escalated to the 3rd escalation tier.

 

1.2.6.1   Escalation Table

 

Cxense

 

Customer

 

 

Name/Title

Phone/e-mail

Name/Title

Phone/e-mail

3rd  Escalation

Vigleik Takle

EVP

Vigleik.Takle@cxense.com

+47 488 40 870

 

 

2nd Escalation

Aleksander Øhrn, CTO

aleksander.ohrn@cxense.com

+47 47 93 72 22

 

 

1st Escalation

Joar Sæther, VP Global support

Joar.saether@cxense.com

+47 46 44 27 50

 

 

 When escalating an incident, the notifying party will provide the other party’s contact with the following information:

  1. The particular service(s) or incident(s) that is(are) experiencing a problem;
  2. An email notification address or alias to facilitate communication;
  3. All relevant information regarding the problem, including the steps that the notifying party has taken to investigate the cause of the problem prior to notification and, if necessary, the proper notifying party contact to assist in the resolution of the problem; and
  4. Other pertinent contact information, which will include but not be limited to, a mobile number for the authorized representative.
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