Service Level Agreement (SLA) Hosted Products. Netop Business Solutions A/S

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1 Service Level Agreement (SLA) Hsted Prducts Netp Business Slutins A/S

2 Cntents 1 Service Level Agreement Supprt Services Incident Management Requesting service r submitting incidents Glbal supprt business hurs Errr reprting prcedure Respnse and reslutin times n sftware incidents Respnse and reslutin times n hsting incidents Severity definitins Exclusins Systems Management Availability f sftware and services hsted by Netp Business Slutins A/S Backup and Restre plan Service Windws Cmmunicatin abut emergency maintenance Cmmunicatin abut disturbance r dwntime Prfessinal Services... 8 Dcument title: Service Level Agreement (SLA) Apprved date: Octber 2014 Dcument wner: Eduard Faerstein Effective Date: Octber 2015 Versin: 4 Last review: Octber 2014

3 1 Service Level Agreement This Service Level Agreement defines terms and cnditins fr maintenance and supprt services perfrmed by Netp Business Slutins A/S fr the custmer, in the fllwing referred t as the Custmer. The Service Level Agreement cvers the fllwing prducts: Netp Live Guide Netp MyVisin Netp WebCnnect (hsted by Netp) Netp OnDemand (hsted by Netp) Netp Learning Center The Service Level Agreement is valid when the Custmer has a valid subscriptin fr prducts cvered by the Service Level Agreement. Netp Business Slutins A/S reserves the right t change, amend, r revise the Service Level Agreement at any time. Changes r revisins t the Service Level Agreement are effective when psted t 2 Supprt Services Netp Business Slutins A/S prvides these maintenance and supprt services fr the Custmer: Errr reprt handling and incident management Wrk-arund slutins as and when needed While this Service Level Agreement is valid and the Custmer has a valid subscriptin fr prducts cvered by this Service Level Agreement, the Custmer is als cvered by the Netp Advantage Prgram: 3 Incident Management 3.1 Requesting service r submitting incidents Service requests and incident reprting must be submitted in English thrugh the Netp glbal supprt services at 3.2 Glbal supprt business hurs Netp Business Slutins A/S prvides access t glbal supprt services t the Custmer. Netp glbal supprt handles requests abut Netp Business Slutins A/S prducts and peratins. Netp glbal supprt is available fr persnal service n business days: EMEA: Mnday thrugh Friday frm t CET (supprt is in English) Mnday thrugh Friday frm t CET (Supprt is als in German) Americas: Mnday thrugh Friday frm 2.00 AM t 6.00 PM EDT (supprt is in English) Page 3 f 8

4 3.3 Errr reprting prcedure Requests by web frm Incidents can be reprted in English t Netp glbal supprt using the supprt frm at All incidents are autmatically assciated with a case number and are visible t Netp supprt staff. The Custmer autmatically receives the case number f the reprted incident. Request by phne r web chat Phne service r web chat is available during glbal supprt pening hurs. Incidents reprted by phne r web chat will be registered by Netp glbal supprt. The Custmer autmatically receives the case number f the reprted incident. Requests by An service, is available fr submissin f requests. reply is prvided during Netp glbal supprt pening hurs. Incidents reprted by e- mail will be registered by Netp glbal supprt. The Custmer autmatically receives the case number f the reprted incident. 3.4 Respnse and reslutin times n sftware incidents Severity Respnse time Reslutin time Critical 4 hurs Up t 3 business days High 8 hurs Up t 5 business days Medium 24 hurs Sftware release cycle Lw 24 hurs Sftware release cycle 3.5 Respnse and reslutin times n hsting incidents Severity Respnse time Reslutin time Critical 2 hurs 6 hurs High 8 hurs 2 business days Medium 1 business day 5 business days Lw 2 business days 10 business days Respnse and Reslutin definitins Respnse time is defined as the time it takes fr Netp Business Slutins A/S t cnfirm that the reprted incident has been registered. Reslutin time is defined as the time it takes fr Netp Business Slutins A/S t investigate and implement a reslutin, r t investigate and cnfirm a reasnable time estimate fr implementatin f a reslutin. The definitin f respnse is cnfirmatin t the Custmer that the incident was received and registered by Netp Business Slutins A/S help desk. Page 4 f 8

5 The definitin f reslutin is the sum f the invlved phases it takes t reslve the reprted incident by Netp Business Slutins A/S. Respnse times and reslutin times are effective within the standard glbal supprt pening hurs defined in sectin 3.2 f this Service Level Agreement. 3.6 Severity definitins Severity Descriptin Critical Highly critical impact n a prduct r live envirnment. Catastrphic prductin prblem which may severely impact the Client's prductin r live envirnment systems, causing lss f prductin data r service. N prcedural wrk-arund exists. Cntinued lack f availability. N wrk-arund exists. High High impact n a prductin r live envirnment. Prblem where the Client's system is functining but at severely reduced capacity. The situatin is causing significant impact t parts f the Client's business peratins and prductivity. The system is expsed t ptential data lss r interruptin f service. Irregular service interruptins. N reliable wrk-arund exists. Medium Minr impact n a prductin r live envirnment. A medium-t-lw impact prblem that invlves partial nn-critical functinality lss and may interrupt sme peratins but allws the Client t cntinue t functin. This may be a minr issue with limited lss r n lss f functinality r impact t the Client's peratin. This includes dcumentatin errrs. Minimal reductin r interruptin f the business prcesses. Wrk-arund exists. Lw N direct impact n the prductin r live envirnment. A general usage questin r recmmendatin fr a future prduct enhancement r mdificatin. There is n impact n the quality, perfrmance r functinality f the prduct. N reductin f the business prcesses. Wrk-arund may exist. A wrk-arund slutin is a temprary remedy required t eliminate an errr. Wrk-arund slutins may cause minr restrictins in system perfrmance r available system functinality. A permanent fix is the actins required t prevent the reccurrence f an errr and any underlying causes f a prblem. When a permanent fix is implemented, the system is restred t full functinality and perfrmance. Page 5 f 8

6 4 Exclusins Netp Business Slutins A/S will make every effrt t slve critical and high severity errrs reprted by the Custmer within a reasnable time frame and t the satisfactin f the Custmer. Netp Business Slutins A/S is nt bliged t priritize r implement sftware feature requests frm the Custmer. Netp Business Slutins A/S is nt respnsible fr crrecting any errrs nt attributable t Netp Business Slutins A/S. Errrs attributable t Netp Business Slutins A/S are thse that can be reprduced by Netp Business Slutins A/S n sftware which is either unmdified r mdified by Netp Business Slutins A/S. Netp Business Slutins A/S is nt required t prvide any maintenance r supprt services relating t prblems caused by: Changes t the perating system r use f the sftware n equipment ther than the equipment fr which the sftware was designed and licensed, unless such changes are apprved in writing by Netp Business Slutins A/S. Any alteratins f r additins t the sftware by parties ther than Netp Business Slutins A/S, unless such alteratins r additins are made at the directin f r with the written apprval f Netp Business Slutins A/S. Use f the sftware r service in a manner fr which it was nt designed, cntrary t the prper use which is described in the dcumentatin. Accident, negligence, r misuse f the sftware. Intercnnectin f the Sftware with ther sftware prducts nt supplied r apprved in writing by Netp Business Slutins A/S. Netp will prvide prduct supprt in accrdance with prduct lifecycle plicy, which as a minimum prvides 36 mnths supprt after versin release. Once a versin is terminated, supprt will be given at a best effrt basis. If Netp Business Slutins A/S des nt agree with the severity classificatin f an errr reprted by the Custmer, Netp Business Slutins A/S is entitled t escalate the classificatin within the rganizatin f the Custmer and Netp Business Slutins A/S. 5 Systems Management T ensure an uninterrupted and predictable Service Level Netp Business Slutins A/S practively cllects statistics fr the services cvered by this Service Level Agreement. Based n these statistics, Netp Business Slutins A/S perfrms maintenance and scales the services cvered by the current Service Level Agreement. 5.1 Availability f sftware and services hsted by Netp Business Slutins A/S Netp will ensure that slutins r services hsted by Netp Business Slutins A/S are available fr at least % in average per mnth measured ver a perid f three calendar mnths. Availability is measured fr the system as whle, excluding unavailability caused by public Internet unavailability beynd the cntrl f Netp Business Slutins A/S. The availability percent figure is calculated as shwn here: Available peratin hurs Agreed upn peratin hurs x 100% Page 6 f 8

7 The term Available peratin hurs means the agreed upn peratin hurs with subtractin f hurs where the system r a part f it cannt be used fr errr free peratin due t errrs in the delivery, r where the respnse times d nt fulfill the requirements. Operatinal hindrances, which the Custmer can be held respnsible fr, r disturbances frm external surces - like pwer failure, errrs in public data transmissin netwrk, etc. - are nt subtracted frm the available peratin hurs. The agreed upn peratin hurs is defined as 24 hurs per day, 365 days per year minus planned hurs where the hsted slutin r service is taken dwn fr maintenance. Netp Business Slutins A/S is nt liable fr errrs made wrse as a result f a failure by the Custmer t timely ntify Netp Business Slutins A/S f alarms r errrs in the system, r if the Custmer fails t take apprpriate crrective actin in accrdance with the standard maintenance instructins, resulting in an errr r utage. 5.2 Backup and Restre plan All services cvered by this Service Level Agreement are backed up every day. The backup data is placed at a secure external lcatin t ensure data separatin. Netp Business Slutins A/S will stre backup data fr n mre and n less than 7 days. If it is deemed necessary t restre service data frm a backup, the restre prcess can impact the service availability fr up t 2 wrking days. The bjective f the backup and restre plan is t ensure that Netp Business Slutins A/S is able t respnd t a disaster r ther emergency that affects infrmatin systems and minimize the effect n the peratin f the business. 5.3 Service Windws Maintenance windw Standard server maintenance windw is scheduled fr the last Sunday in each mnth. EU-Envirnment: 10.00pm 04.00am CET US-Envirnment: 10.00pm 04.00am PST T ensure stability and minimum impact n prductin envirnment the timing and planning f mdificatins in the prductin envirnments are crdinated internally in Netp accrding t ITIL Change Management prcedure. Upgrade windw This windw is planned accrding t the radmap fr the prduct r service in questin and is cmmunicated via fficial release ntes r service ntificatins t the Custmer. T ensure minimum impact n ther prcessing activities the timing and planning f mdificatins in the prductin envirnments are crdinated internally in Netp accrding t ITIL Change Management prcedure. 5.4 Cmmunicatin abut emergency maintenance In case f emergency maintenance due t fatal errrs in the prductin system r fatal errrs in the sftware, an emergency service windw will be cmmunicated t the Custmer. 5.5 Cmmunicatin abut disturbance r dwntime In case f unscheduled dwntime r instability f the services cvered by the current Service Level Agreement, infrmatin will be cmmunicated t the Custmer. Page 7 f 8

8 The cmmunicatin will cntain the fllwing infrmatin: A timestamp f the dwntime r instability. A descriptin f the impact n the Custmer s services r cnfiguratin. An estimated reslutin time. 6 Prfessinal Services Netp s Training and Implementatin services help custmers imprve efficiencies, reduce risk, save time and ffer a quicker return n investment frm yur Netp slutins. Based n ur experience f prving secure remte supprt slutins we have develped varius Prfessinal Services Packs, which meet the needs f mst cmmn custmer envirnments. Packs can be purchased in multiples and cmbinatins t suit yur requirements. Additinal services can als be prvided fr maximum flexibility. Our list f prfessinal services pack cnsist f: Enterprise Designed fr larger enterprise envirnments that have invested in a cmbinatin f ur Netp Remte Cntrl slutins. These envirnments are typically mre cmplex with dispersed supprt teams and require a number f Netp server mdules. This ffering includes a single training pack and is subject t a maximum f 5 delivery wrking days. Standard Designed fr small-t-mid sized rganizatins wh have typically invested in a cmbinatin f ur Netp remte Cntrl slutins. This ffering includes a single Training pack and is subject t a maximum f 3 delivery wrking days. Cmmunicatin Designed fr new and existing custmers wh have invested in ur Live Guide slutin fr nline chat, audi and vide cllabratin. This ffering includes a single Training pack and is subject t a maximum f 3 delivery wrking days. Upgrade Designed fr existing custmers wh need t transitin t an updated versin f any ur Netp Remte Cntrl slutins. This ffering includes a single Training Pack and is subject t a maximum f 2 delivery wrking days. Health Check - Fr Custmers wh need sme guidance, best practices and regulatry cmpliance advice fr ur Remte Cntrl slutins running in their envirnment. The pack is subject t a maximum f 1 delivery wrking day. Training - Designed fr new and existing custmers wh need t prvide training services fr users and administratrs f ur Netp Custmer Service slutins. The pack is subject t a maximum f 1 delivery wrking day. Extra - Additinal services available fr custmers that can be custmized and can include fcus n specific mdules such as Security Server, WebCnnect, Gateway, On Demand and Mbile & Embedded. The pack is subject t a maximum f 1 delivery wrking day. The Pack can be delivered bth remte and n the custmer site. If the custmer chses ne f ur representatives t visit n-site t deliver any f the packs he/she is subject t the cverage f travel expenses assciated with it. At the acquisitin f any f the abve packs the custmer will receive a list f prerequisites he/she needs t cmplete befre delivery. Once cmpleted Netp reserves a time limit f maximum 20 wrking days t schedule the delivery f prfessinal service t the custmer. Page 8 f 8

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