SaaS Service Level Agreement
Last Updated: October 19, 2023
SaaS Service Level Agreement and Support Terms
1. DESCRIPTION OF SUPPORT SERVICES
1.1. Support Services
1.1.1. During the term of this Agreement, Licensor will provide the services described herein to maintain the Software in good working order, keeping it free from material defects so that the Software shall function properly and in accordance with the accepted level of performance as set forth in this Schedule.
1.1.2. Licensor will make available to Customer documentation for how to contact the Support, including a phone number for Customer to call requesting service. The Support Center operates during business hours, 8:00am to 6:00pm local time, Monday through Friday, excluding Holidays.
1.1.3. Not covered under Support Services are reported defects caused by customer computers, local environments, networks, or third-party software.
1.2. Customer First Line Support Responsibilities
Customers are required to establish and maintain an internal help desk to provide First Line Support. The Customer must use reasonable effort to document a Defect with sufficient information to recreate the defect, including, but not limited to, the operating environment, data set, and user, and the Customer must deliver such information to Licensor concurrently with its notification to Licensor of such defect. The Customer shall use all reasonable efforts to eliminate any non-application related issues prior to notification to Licensor of such defect, including, but not limited to, issues related to the network, user training and data problems not caused by the Software. Any internal documentation needed to maintain the internal help desk is the Customer’s responsibility. In all cases, First Line Support requires you to investigate and provide initial response to your users for the following:
- First call response respecting performance, functionality or operation of the system and Software;
- Attempt to recreate the reported problem;
- Document the reported problem, including, when possible, screenshots and/or detailed descriptions with reproduction steps;
- Document the steps taken by your First Line Support to troubleshoot the problem;
- Resolve, when possible, the problems your users have reported.
1.3. Remedial Services
1.3.1. Upon receipt by Licensor of notice from Customer through the Catalis Support (via phone, email or through the Customer Support Portal) of an error, defect, or nonconformity in the Software, Licensor shall respond as provided below:
Service Level Definition
Initial Response Time
Your production use of the Software is stopped or severely impacted such that you cannot continue to work. The operation is mission critical to the business and no Circumvention Procedures are available. *Support Level 1 issues must be reported via phone
2 business hours
2 business days
You experience a severe loss of service where essential functionality is unavailable, however, operations can continue in a restricted fashion or by use of a Circumvention Procedure. *Support Level 2 issues must be reported via phone
4 business hours
5 business days
You experience a loss of service where non-essential functionality is unavailable and a workaround is not available to restore functionality.
2 business days
25 business days
You experience a loss of service where non-essential functionality is unavailable. The impact is an inconvenience, or a Circumvention Procedure is available.
2 business days
Within next two version releases
A cosmetic or minor issue that does not impact the operation of a Software.
2 business days
Issue may be resolved at Licensors discretion at a future date
All Feature Requests, usage questions, or requests for training. Also reported problems that are caused by customer computers, local environments, networks, or third-party software.
4 business days
These requests are outside the scope of our support obligations
1.3.2. Any technical or other issue for which the Customer requests services, but which is not a Defect or Error, shall be treated as a Feature Request for additional services requiring a Professional Services Work Order. Any nonconformity resulting from Customer’s misuse, improper use, alteration, or damage of the Licensed Product shall not be considered a Defect or Error.
- Critical Defect: Error in the Services which renders the Services unable to perform a Functional Specification and for which a workaround is not available.
- Non-Critical Defect: Defect in the Services that materially impacts the operation of the Services and for which a workaround is not available.
- Documented Error: Error or defect resulting from an incorrect functioning of Software caused by the Software’s failure to meet a Functional Specification; or (ii) any error or defect resulting from an incorrect or incomplete statement in Documentation caused by the failure of the Software and/or the documentation to meet a Functional Specification.
1.3.3. Feature Request:
Definition: Functionality that does not currently exist in the Product. These requests are outside the scope of our support obligations. Licensor will include for consideration in future software releases or provide a billable Professional Services Work Order upon request.
Customers may request customizations by submitting a request through the Sales department (email@example.com).
1.4. Software Updates
During the term of this Agreement, Licensor will maintain the Software by providing software updates and enhancements to Customer as the same are offered by Licensor to its licensees of the Software (“Updates”). All software updates and enhancements provided to Customer by Licensor pursuant to the terms of this Agreement shall be subject to the terms and conditions of the Agreement between the parties. Updates will be provided on an as-available basis and include the items listed below:
1.4.1. Bug fixes;
1.4.2. Enhancements to market data service software provided by Licensor to keep current with changes in market data services or as Licensor makes enhancements;
1.4.3. Performance enhancements to Software.
1.4.4. Updates do not include:
- Platform extensions including product extensions to (i) different hardware platforms; (ii) different windowing system platforms; (iii) different operating system platforms; and
- New functions such as (i) new functionality in the market data delivery infrastructure; (ii) new market data feeds; (iii) new applications; and (iv) new presentation tools.
1.5. Services Not Included
Services do not include any of the following: (i) custom programming services; (ii) support of any software that is not Software; (iii) training; (iv) out-of-pocket and reasonable expenses, including hardware and related supplies. Services, as described in this section 1.4, if required by Customer, would be executed via approved Professional Services Work Order.
The Hosting provider will be specified in the Order Form. For U.S.-based customers, both AWS and Microsoft Azure Government’s primary and geo-redundant back-up hosting facilities are located within the Continental United States; Canadian customer hosting locations are based in Canada.
Each Service Level Requirement (SLR) set forth in this document identifies key performance measures that will be used to evaluate the Licensor’s delivery of the Software and/or service(s). The overriding goal in developing SLRs is to support the Customer’s desire to manage the Licensor’s Software and/or service(s) by monitoring and measuring performance against defined SLRs.
In the event of failure to meet an SLR, Licensor shall: (i) immediately take steps to mitigate any harmful effects of such failure within its control, (ii) upon Customer’s approval, correct the problem as soon as practicable, (iii) continuously, and when requested by Customer, advise Customer of the progress and status of remedial efforts being undertaken with respect to such problem, and (iv) demonstrate to Customer that all reasonable action has been taken to prevent a recurrence of the immediate failure.
If Licensor fails to achieve SLRs twelve (12) or more times in any rolling six (6) month period, Licensor shall be deemed to be in default of the Agreement.
E-mail and voicemail response rate
98% of e-mails and voicemails for Services Level 1 & 2 issues received by service desk responded to within 4 business hours
98% of web requests receive server responses within 500ms of the request arriving at the server
Uptime / Availability
≤8 hours scheduled down time per month (per component)
Recovery Time Objective (RTO) and Recovery Point Objective (RPO)
Recovery Time and Data Recovery
≤8 hours with ≤1 hour of data loss
Designated recovery period following a disaster
Semi-Annual Disaster Recovery (DR) Test
Semi-Annual DR Test
Semi-annual DR test completed