Service Level Agreement
Office Hours European Customers: from 9 a.m. to 6 p.m. (Central European Time) on Monday, Tuesday, Wednesday, Thursday and Friday, with the exception of officially recognized Dutch holidays.
Office Hours US Customers: 9 a.m. to 6 p.m. (Eastern Standard Time) on Monday, Tuesday, Wednesday, Thursday and Friday, with the exception of officially recognized American holidays.
Target Response Time: the time measured from the time of notification by the Customer to the moment inSided reports back.
Target Resolution Time: the time measured from the time of notification by the Customer to the moment the incident is resolved.
Resolution Procedure: Refers to the actions undertaken to resolve, repair, or prevent in the future an incident in regard to the service provided to the Customer.
Incident Support Hours: the number of hours that inSided spends on compliance with the SLA agreed upon, including dealing with and managing of incidents in conformity with Target Response Times and Target Resolution Times.
Uptime: the time measured where the SaaS Platform is available to the Customer, excluding planned maintenance windows. This is the Uptime of the SaaS platform itself. Other services that could render the site inaccessible, including telecom or internet services that inSided cannot influence, are not measured or counted under Uptime.
Backup: making a copy of the SaaS Platform data and moving this copy to an external location, outside of the server on which the Customer runs.
Incident: refers to any event which is not regarded as a standard operation of the SaaS service provided to the Customer by inSided, which could, or has the potential to, detrimentally affect the functioning and quality of the Service.
Escalation: refers to the situation in which an incident cannot be resolved within the given time frame.
Essential Parts: In regard to situations of force majeure, and resulting incidents regarding the SaaS platform, essential parts refers to the basic functions required for the functioning of the platform.
2.1 inSided issues to the Customer a Service Level Agreement (‘SLA’) on the supplied SaaS services as described in this document.
3. DEALING WITH INCIDENTS
3.1 The following classifications of incidents are defined:
1 -> Critical: the SaaS Platform cannot be accessed or used at all. Example situations:
- Entering the SaaS Platform’s home page in a web browser results in an error message or using the SaaS Platform consistently results in error messages
- Users cannot login or register
2 -> Major: the SaaS Platform is difficult to access or use. Example situations:
- Severely degraded performance
- Platform is inaccessible for a small group of users
3 -> Minor: the SaaS Platform functions and responds properly, but there is a small issue which does not affect the normal use of the platform. Example situations:
- Export or analytics dashboard shows incorrect information
- A button is out of alignment
3.2 Dealing with an incident during Office Hours:
|Classification||Target Response Time||Target Resolution Time|
|1 -> Critical||immediately||2 hours|
|2 -> Major||1 hour||4 hours|
|3 -> Minor||8 hours|
3.3 Dealing with an incident outside of Office Hours:
|Classification||Target Response Time||Target Resolution Time|
|1 -> Critical||1 hour||4 hours|
|2 -> Major||2 hours||8 hours|
|3 -> Minor||N/A||N/A|
3.4 The specified Target Response and Target Resolution Times are not applicable in cases of force majeure (including disasters, riots, fire, theft, general network failures, etc.). In cases of force majeure, the aim is to have the service (or its most essential parts) back online as soon as possible.
3.5 InSided shall not be held responsible or liable for a breach of terms set out in the Service Level Agreement which are not attributable to the conduct of inSided.
4. SERVICE LEVELS
4.1 The Uptime guarantee of the SaaS Platform is 99.9%.
4.2 Uptime is measured per calendar month. The status of inSided Platform can be found on status.insided.com, including the uptime data of the inSided Platform.
5. NOTIFICATION PROCEDURE
5.1 In case of a “Critical” or “Major” incident, check our status page at status.insided.com as this is our primary communication channel for these incidents. If the issue is listed there we are aware of the incident and will already be working on a solution. No action from the Customer in needed. Regular updates will be provided via the Status page.
5.2 If a ‘Critical’ or ‘Major’ incident is not on the Status page it should be reported by the Customer by telephone or by email in accordance with the details in the Customer Agreement. Emails should include “incident” in the subject line, and the email message should include a complete description of the incident.
5.3 An emergency phone number is available 24/7 365 days a year in case of ‘Critical’ and ‘Major’ incidents as described in this Agreement. For ‘Minor’ incidents as described in this Agreement no phone support is available, and incidents can solely be reported via email.
5.4 Notifications can only be made by staff designated by the Customer, as listed in the customer Agreement.
6. ESCALATION PROCEDURE
6.1 If an incident cannot be resolved within the specified deadline, there will be an escalation. This entails the following:
- inSided applies all reasonably available means to expedite the resolution of the incident and provides a plan of action.
- During office hours, inSided reports the status of the incident every two hours to the Customer.
6.2 No liability for financial loss or any other form of loss or damage is incurred upon inSided for failure to resolve the incident within the time frames mentioned in this Service Level Agreement.
7. FEEDBACK PROCEDURE
7.1 Upon request inSided will provide a Root Cause Analysis following a ‘Critical’ or ‘Major’ incident to explain in more detail:
- What caused the incident.
- What aspect of the platform was affected and for how long.
- What was the severity.
- What steps will be taken to prevent a similar incident from happening in future.
8. INCIDENT SUPPORT HOURS
8.1 inSided will ensure sufficient qualified staff to ensure compliance with the agreed SLA.
- Activities that are included in Incident Support Hours are:
- Realization of uptime guarantees
- Maintaining SaaS Platform availability
- Creating backups
- Incident management
- Notification of and feedback on incidents
8.2 In case incidents are caused by modifications or changes made by the Customer to the software without such alterations having been agreed upon between inSided and the Customer, or any other actions undertaken by the Customer, the hours spent on resolving those incidents will be charged in accordance with the rates for the Support Hours.
9.1 inSided will ensure sufficient Backup facilities for the data of the SaaS platform.
9.2 inSided will ensure adequate security infrastructure to protect the Backup at all time.
9.3 inSided does not hold any responsibility or liability for damage to the back-up, including but not limited to loss of the back-up, if such loss or damage is not attributable to the conduct of inSided. In case of loss of back-up inSided will take all reasonable efforts to restore the lost data.
9.4 Upon becoming aware of any form of damage to the back-up inSided will inform the Customer immediately about such incident and will convey to the Customer the subsequently intended steps to resolve the incident.
9.5 The backup schedule of the SaaS platform consists of one full backup per week of all data and incremental backups of the data per day.
9.6 Backups will remain available on the backup server for at least 30 days.