side
1. Availability Objective: Software AG will provide 100% Availability (as defined below) for Software within Software AG’s Immediate Control. For purposes hereof, "Availability” or “Available” means the Software is available for access and use through an Internet connection. Capitalized terms used in this Service Level Agreement (“SLA”) but not defined herein shall have the meanings given in the On Demand Services Agreement (the “Agreement”).


1.1 “Immediate Control” includes all components below:

(a) Software AG’s network services within the Software AG data center which extends to, includes and terminates at the Internet Service Provider (“ISP”) circuit termination point on the router in Software AG's data center (i.e., public Internet connectivity);

(b) Hardware provided by Software AG and managed at the Software AG data center.

Specifically excluded from the definition of “Immediate Control” are the following:

(a) Equipment, data, materials, software, hardware, services and/or facilities provided by or on behalf of Customer and Customer’s network services which allow the Customer to access the Software. These components are controlled by the Customer and their performance or failure to perform can impair or disrupt Customer’s connections to the Internet and the transmission of data.

(b) Equipment, data, materials, software, hardware, services and/or facilities provided third party vendors or service providers of Customer.

(c) Acts or omissions of Customers, its employees, contractors, agents or representatives, third party vendors or service providers of Customer or anyone gaining access to Software AG’s network at the request of Customer.

(d) Issues arising from bugs or other problems in the software, firmware or hardware of third parties.

(e) Delays or failures due to circumstances beyond Software AG’s reasonable control that could not be avoided by its exercise of due care including a Force Majeure Event.

(f) Any outage, network unavailability or downtime outside the Software AG data center.

1.2 Maintenance Window Scheduled Downtime: Software AG has an optional weekly “Maintenance Window" on Friday between 6 pm to 7 pm PST during which maintenance, upgrades and repair can occur. In addition to the standard scheduled Maintenance Window, Software AG may require additional scheduled downtime from time to time. These scheduled windows may take several hours to complete. Software AG will notify Customer 1 week in advance of any scheduled maintenance where possible. All planned downtime, including the standard Maintenance Window and the scheduled down time, are excluded from the SLA availability calculation.

1.3 Availability Calculation: Availability is based on a weekly 7 day x 24 hour calculation excluding scheduled downtime. The calculation will be as follows: ((a – b) / a) x 100 , where “a” is the total number of hours in a given calendar month, and “b” is the total number of hours that service is not Available in a given month. Specifically excluded from “b” in the calculation of the Availability measurement are (1) all planned down time including the standard Maintenance Window and the other scheduled down time; (2) a service interruption caused by a security threat until such time as the security threat has been eliminated; (3) reasons of a Force Majeure Event (as defined in the Agreement) or events which are outside Software AG’s Immediate Control as defined above; (4) use of unapproved or modified hardware by or on behalf of Customer software; and/or (5) issues arising from misuse of the Services by Customer or its agents, customers or third party contractors.

1.4 Remedies: The remedies stated in this section are the Customer’s sole and exclusive remedies and Software AG’s sole and exclusive obligations for service interruption. In the event that Software AG is unable to provide the Availability objective noted below in any given calendar month, Customer will receive a credit on their next monthly invoice equal to 5% of the monthly fee for each 30 minutes of downtime, up to 100% of Customer’s monthly fee.

Customer’s right to receive credit(s) will be Customer’s exclusive remedy for Software AG’s failure to satisfy the SLA. Remedies will not accrue (i.e., no credits will be issued and an outage will not be considered unavailability for purposes of this SLA) if Customer is not current in its payment obligations either when the outage occurs or when the credit would otherwise be issued. To receive service credits, Customers must contact customer support with the request within 15 days after the end of the month in which the Software was unavailable, or Customer’s right to receive service credits with respect to such unavailability will be waived.

Where a Force Majeure Event prevents full Availability for more than twenty (20) consecutive days in any six (6) month period, Customer’s sole remedy is to terminate the Agreement on thirty (30) day’s written notice to Software AG. In such case, neither party will be liable for penalties or damages arising out of a failure to perform due to the Force Majeure Event.

2. Customer Software Support: All Maintenance and Support Services will be provided via support portal, telephone helpline, and via email support@agileappslive.com, during the hours of 8 a.m. – 5 p.m. (PST), Monday-Friday (excluding holidays) (“Standard Maintenance and Support Times”).

Software AG has structured a response plan to address the most critical issues first. Cases will be opened upon receipt of request or identification of issue, and incidents will be routed and addressed according to the following:

Severity Level Error State Description Target
Response
Time
Target
Resolution
Time
1 – Critical Priority Renders Software inoperative, or causes to fail catastrophically 1 hour 4 Hours
2 – High Priority Affects the operation Software and materially degrades Customer’s use thereof 2 hours 12 hours
3 – Medium Priority Affects the operation of Software but does not materially degrade Customer’s use thereof 24 hours --
4 – Low Priority Causes only a minor impact on the operation of Software 48 hours --


2.1 Errors.

(a) Error Definition . Subject to the terms of the Agreement, Software AG will use commercially reasonable efforts to remedy any failure of the Software which causes the Software to be inoperable or to materially fail to conform to the functional specifications for the Software described in the applicable Documentation published by Software AG (each, an “Error”) reported to Software AG by Customer in accordance with this SLA, provided that Software AG is able to reproduce and demonstrate the Error in the environment for which the Software was designed to operate.

Any failure of the Software resulting from Customer’s negligence or use of the Software not in accordance with the applicable user documentation provided by Software AG, breach by Customer of the Agreement or in combination with any third party software other than the software recommended by Software AG will not be considered an Error for which Software AG will be responsible for any corrective efforts.

(b) Error Reporting . Customer will report any Errors using the integrated support tracking system or by sending an email to support@agileappslive.com. Software AG will have no obligation to respond to or remedy any Error not reported to Software AG in accordance with the terms herein.

(c) Error Response . Upon receipt of notification of an Error by Customer in accordance with this SLA, Software AG will confirm the classification of the Error or, when necessary, re-classify the Error appropriately. Software AG will exercise reasonable efforts to resolve the Error in accordance with the applicable Target Resolution Time set forth in the chart above. The Target Resolution Times will begin to run during Standard Maintenance and Support Times (as defined above) once an Error is reported to Software AG in accordance with Section 2.2.

2.2 Updates and Upgrades: Subject to the terms of the Agreement, including, without limitation, the payment of all Fees due thereunder, Software AG may from time to time make available certain minor releases of the Software, including, for example, bug fixes, error corrections and minor enhancements of and to the Software (collectively, “Updates”). Software AG may also from time to time release new versions of the Software having significant enhancements in features, performance or functionality (collectively, “Upgrades”) or entirely new software products (“New Products”). Software AG will determine, in its sole discretion, whether any subsequent version of the Software is an Upgrade, Update or New Product. Software AG will make available to Customer all Updates and Upgrades (but not New Products) that Software AG makes generally available to other customers. Customers can see the details of any Upgrades here: http://agileappslive.info/wiki/All_Release_Notes. New Products will be made available to Customer only under a separate license agreement for which a separate fee may be required. Software AG is under no obligation to release any Updates, Upgrades or New Products, or to modify the Software to operate on any updated versions of operating systems or platforms. However, along with the standard release-cycle of Software AG’s standard software, regular updates for operating system and platform support will be provided to keep up with state and advancement of technology.

2.3 Limitations: Software AG is not required to provide any Maintenance and Support Services relating to problems arising out of: use of the Software in a manner not specified in the Documentation and Terms of Service.

3. Customer’s Responsibilities: Customer is exclusively responsible for the supervision, management, backup, security, and control of all aspects of Customer’s information technology systems and storage of Customer Content beyond standard storage periods. Customer will provide Software AG with full, good faith cooperation and such information as may be required by Software AG in order to perform the support services.


ARIS Express Geschäftsprozess modellieren ARIS Express Prozesslandschaft modellieren ARIS Express modeling area

Pease select your area
Americas  
Europe