Service Level Agreement

Service Level Agreement (SLA)

Updated: June 18th, 2018

Uptime and Data Commitment

Strala’s Data Foundation Technology is hosted on AWS (Amazon’s) world-class infrastructure. Therefore, the Service Commitment for uptime and redundancy are based on the same deliverability of AWS technology, with a MONTHLY UPTIME guarantee for data availability of at least 99.99%.

The uptime commitment for the STRALA Data Foundation application and UI (User Interface) is 99.50%.

The data durability for STRALA’s Data Foundation technology is 99.99999999999%.

The customer data connection to the Strala Data Foundation and UI does not fall under the provisions of this SLA.

Target response times: (Normal business hours by region - definition of priorities below)

Technical Support Commitment

Hours of availability*

Support Priority Definitions

Accurate prioritization of your technical issues is critical to our mutual success. The following guidelines will assist you in determining the appropriate priority level.

CRITICAL (Priority 1: 4 Business Hours) — the problem results in extremely serious interruptions to a production system. It has impacted, or could impact, the entire Strala user community. Tasks that should be executed immediately cannot be executed because of a complete crash of the system or interruptions in main functions of the production system. Data integrity is compromised and the service request requires immediate processing as the issue can result in financial losses. In a desktop application, whether part of, or independent of a solution, the issue is at risk of creating imminent financial losses due to missing critical project deadlines or deliverables. The customer will call Strala Customer Support.

URGENT (Priority 2: 12 Business Hours)the problem results in serious interruptions to normal operations, will negatively impact an enterprise-wide installation, urgent deadlines or at risk. In a production system, important tasks cannot be performed, but the error does not impair essential operations. Processing can still continue in a restricted manner, and data integrity may be at risk. In a pre-production environment, the problem hinders deployment of an enterprise installation. In a desktop application, meeting urgent project deadlines that have a financial impact are at risk. The service request requires timely processing, because the malfunction could cause serious interruptions to critical processes or negatively impact business.

IMPORTANT (Priority 3: 2 Business Days)the problem causes interruptions in normal operations. It does not prevent operation of a production system, or there could be minor degradation in performance. The error is attributed to malfunctioning or incorrect behavior of the software. The issue will affect a pilot or proof-of-concept deadline in a development environment. In a desktop application, meeting important project deadlines may be at risk.

MINOR (Priority 4: 3 Business Days)the problem results in minimal or no interruptions to normal operations(no business impact). The issue consists of “how to” questions including issues related to APIs and integration, installation and configuration inquiries, enhancement requests, or documentation questions.