Service-level Agreement

Availability: Refers to when the CUSTOMER has unrestricted access to the Services, subject to exclusions defined under Downtime.

• Business days: Monday to Friday excluding French National Holidays.

• Business hours: 9 a.m. - 6 p.m. CET/CEST on the defined business days.

• Critical Anomaly: A bug/malfunction that makes it impossible to use the Services.

• Downtime: means the total number of minutes outside Scheduled and Regular Maintenance periods that the CUSTOMER cannot access the Services. The calculation of Downtime excludes the time that the CUSTOMER is unable to access the Services due to any of the following:

  • Scheduled downtime

  • CUSTOMER’s internet service provider

  • Force majeure event

  • Systemic internet failures

  • Failure in CUSTOMER’s hardware, software or network connection

  • CUSTOMER’s bandwidth restrictions 

  • CUSTOMER’s acts or omissions

  • Anything outside of reasonable control of the COMPANY

  • Failure caused by third-party external APIs or connected applications of the CUSTOMER

• Emergency Maintenance:  It refers to any maintenance conducted by the COMPANY for which the CUSTOMER has less than 3 (three) days' notice. The COMPANY may schedule such Emergency Maintenance if it deems that it is necessary to prevent critical failures in the service and to avoid any immediate threat to the CUSTOMER or its own environment. Notifications for such maintenance would be sent to the CUSTOMER’s support contact, as defined by the CUSTOMER, at a priority. 

• Major Anomaly: A bug/malfunction that reduces the use of the Services by preventing the use of certain essential functionalities.

• Minor Defect: A bug/malfunction that makes it impossible for the CUSTOMER to use one or more non-essential functions of the Services.

• Regular Maintenance: It refers to the regular maintenance performed by the COMPANY to ensure the highest level of availability for all CUSTOMERS. To do so, the COMPANY usually performs non-disruptive upgrades but sometimes might require taking the systems offline for a brief period to implement new updates, releases, or fixes. The COMPANY reserves the right to perform regular maintenance 1 time per month outside of business hours.

• Response: It refers to the first communication confirming the reported defect by the COMPANY’s Customer Support after the CUSTOMER has reported the incident.

• Scheduled Maintenance:  It refers to the maintenance that the COMPANY must conduct to address an issue in our Service, which requires action to prevent unavailability and unscheduled maintenance in the future.  The COMPANY reserves the right to conduct the maintenance of the Services with 7 days of prior notice to the CUSTOMER unless certain circumstances prevent the COMPANY from doing so, such as external vendor-related issues. 

• Service Level Credit: It refers to the compensation provided to the CUSTOMER in case the Service falls short of the promised standards after successful confirmation by the COMPANY of the affected service metrics.

• Severity 1 (Critical): Any error reported by the CUSTOMER where the majority of the Users for a particular part of the Services are affected, the error has high visibility, there is no workaround, and it affects the CUSTOMER’s ability to perform its business.

• Severity 2 (High): Any error reported by the CUSTOMER where the majority of the Users for a particular part of the Services are affected, the error has high visibility, and a workaround is available; however, performance may be degraded or functions limited, and it is affecting revenue.

• Severity 3 (Normal): Any error reported by the CUSTOMER where the majority of the users for a particular part of the Services are affected, the error has high visibility, and a workaround is available; however, performance may be degraded or functions limited, and it is NOT affecting revenue.

• Severity 4 (Low): Any error reported by the CUSTOMER where a single user is severely affected or completely inoperable or a small percentage of users are moderately affected or partially inoperable, and the error has limited business impact.