Service Level Agreement

This Service Level Agreement (“SLA”) forms part of the Software as a Service agreement between Customer and CoreIntegrator (“Agreement”). In the event this document is translated into any other languages, the English version shall be authoritative.

This SLA describes the levels of Product availability and support that Customer can expect to receive from CoreIntegrator for the duration of the Agreement.

Scope

This SLA applies only to the Product and Professional Services described in the Agreement or applicable Statement of Work. This SLA does not apply to any software, equipment, services, or other parts of an information technology system that are not purchased from or managed by CoreIntegrator.

CoreIntegrator will rectify material issues with the Product , except where:

  • The issue has been caused by Customer’s use of the Product in a manner that is contrary to CoreIntegrator Training, Knowledge Base, or any other instruction issued by CoreIntegrator;
  • Customer has made unauthorized changes to the configuration or set-up of the affected Product;
  • Customer has prevented CoreIntegrator from performing maintenance on the Product;
  • The issue has been caused by Third Party Products; or
  • The issue has been caused by User(s), including by modifying part of the software or by adding, deleting, or assigning improper rights to Users.

SLA Effective Date and Term

This SLA will be effective from the Project Start Date and will terminate without further notice and without right to compensation or restitution upon the expiry or termination of the Agreement or applicable Statement of Work.

Responsibilities

CoreIntegrator responsibilities:

  • Ensure the relevant Product and Professional Services are available to Customer in accordance with the agreed upon uptime criteria (Refer to Appendix A);
  • Respond to support requests within the timescales listed below;
  • Take steps to escalate, diagnose, and resolve issues in an appropriate and timely manner, including the allocation of a sufficient number of skilled staff and the collection of necessary information; and
  • Maintain clear and timely communication with Customer at all times.

Customer responsibilities:

  • Use the Product as intended under the Agreement;
  • Notify CoreIntegrator of issues or problems in a timely manner and as thoroughly as is possible;
  • Cooperate with CoreIntegrator in its efforts to escalate, diagnose, and resolve issues by providing timely and accurate responses to requests for information;
  • In case of a Critical Alert, ensure the availability of a sufficient number of skilled Customer employees to cooperate with CoreIntegrator;
  • Provide CoreIntegrator with access to equipment, software, and services for the purposes of maintenance, updates, and fault prevention; and
  • Maintain staff with adequate information technology knowledge to fulfil these responsibilities.

Response Time

In the event of a request/ticket, CoreIntegrator is deemed to have responded when it has replied to Customer’s initial request. This may be in the form of an email or telephone call, to acknowledge receipt of Customer’s request, provide a solution, or request further information.

The Response Time will depend on the priority of the item(s) affected and the severity of the alert, as set out in the schedule below.

The schedule only applies to customers on a Comprehensive Support Plan.

Alert Type Issue Severity >Response Time
Critical - System Down Highly critical alert. Product is not available for use and customer cannot use system Within 2 Business hours
Normal Critical alert. One or more elements of the Product critical to the functioning of Customer’s business have ceased to respond completely or respond extremely slowly. Generally, Within 4-8 Business hours
Low Priority Notification of minor issue that does not prohibit Customer from utilizing Product in any material way. Generally, within 2-3 business days

Software Improvements

CoreIntegrator will make available to Customer new versions, releases, and updates to the Product to solve defects and/or errors, keep the Product up-to-date with market developments, or otherwise improve (the operation or functionality of) the Product. These improvements may include bug fixes. CoreIntegrator will only support the most recent version of the Product.

New versions, releases, or updates will contain at least the level of functionality as set out in this SLA and as contained in the version or release of the Product previously used by Customer, and will not otherwise negatively impact Customer’s use of the Product. CoreIntegrator shall make reasonable efforts to ensure that when performing such actions, the impact on Customer and its User(s) is limited.

Updates to the SLA

This SLA may be updated at CoreIntegrator’s discretion, but only after providing thirty (30) days’ notice, after which it shall be effective (“SLA Effective Date”). Such notice will be sufficient if provided to a User designated as an administrator of Customer’s Product account either: (a) as a note on the screen presented immediately after completion of the log-in authentication credentials at the log in screen, or (b) by email with read receipt to the email address provided for the administrator(s) for Customer’s account. If Customer objects to any such changes, Customer's sole recourse shall be to terminate the Agreement. Continued use of the Product following the SLA Effective Date of any update shall indicate Customer's acknowledgement of such update and agreement to be bound by the updated SLA. When CoreIntegrator changes this SLA, the "Updated" date below will be changed to reflect the publication date of the most recent version.

Appendix A

Appendix A summarizes the CoreIntegrator Azure Environment for CoreIntegrator Hosted Products.

Durability means protection of data and documents.
Availability means system uptime (available for processing).

SQL Databases (data storage)

Durability
All databases are configured for geo-redundant backups (across Data Centers) for maximum protection of data.
99.99999999999999% durability rating.

Back-up and recovery:

  • Point in time restore: available for (7) days
  • Differential backup frequency: every (24) hours
  • Weekly backups available for (4) weeks
  • Weekly backups available for (4) weeks
  • Monthly backups available for (6) months
  • Annual backups available for (1) year

Availability
99.99% available rating
All databases are configured with local redundancy within the data center.
No downtime in the event of a local outage

Virtual Machine (Application Server)

Durability
All VM disks are configured for weekly backups to a CoreIntegrator managed backup Vault in the cloud. The backup Vault is configured to be geo-redundant.
Note: VM Disks only contain static configuration files, no customer data or documents.

Availability
Virtual Machines are not configured for High Availability.

Azure Blob Storage (Documents)

Durability
99.999999999 durability rating
All Storage Accounts are configured with Read-Access geo-redundant storage. Geo-redundant storage (GRS) copies your documents synchronously three times within a single physical location in the primary region using Locally Redundant Storage (LRS).
Documents are copied asynchronously to a single physical location in a secondary region that is hundreds of miles away from the primary region.
Point in time restore is available for 1 year.

Availability
Storage Accounts are Locally redundant.