Service Level Agreement

Version Summer 2019

1. General

1.1 The purpose of this Service Level Agreement (SLA) is to establish the levels of performance and availability of the hosting services by Viadesk for Customer.

1.2 This SLA will go into effect on the date of delivery of the Products and Services and has a duration equal to that of the relevant agreement(s).

1.3 The General Conditions Viadesk are applicable to the Products and Services next to this SLA. Applicability of purchase conditions or other conditions of Customer or of a third party is expressly rejected by Viadesk. You expressly declare to have received and taken note of the General Conditions Viadesk, and to accept the General Conditions Viadesk.

2. Definitions

Account Manager: Fixed contact person of Viadesk who manages the services to Customer.

Equipment: The Equipment used to provide the hosting service, such as servers, PCs, network infrastructure and peripherals.

Application Software: The web (application) hosted by Viadesk that is provided to Users by Customer. The Application Software is a Product.

Back-up: The preserving of Process-data by means of loading this Process-data on a Back-up medium.

Availability: The time during which the System Environment is connected to the Internet. Availability is measured over a calendar year, excluding planned and announced Dropout.

Security: Ensuring the confidentiality (against unauthorized access and use), integrity (correctness and completeness of the information) and availability (within the agreed upon period; requires continuity) within the information provision.

Change: A change, performed on (parts of) the System Environment, with a (potential) impact that is of such nature that careful consideration is needed prior to implementing this change.

Contact Person: To be designated person who functions as a contact for all relevant issues regarding the daily operations surrounding the use of the hosting services.

Database: Collection of interchangeable data provided by Customer and available through the Application Software.

Third Party Products and Services: All products and services provided by Viadesk, the resulting provisions and related activities, which originate from third parties.

Domain: Virtual environment where Users can co-operate, publish and/or learn. A Domain has, among others, the following properties: a) linked to a host name; b) has its own design and contents (optional); c) webmaster has access for administration and help desk; d) will be installed and configured by a systems administrator.

Public Holiday: Generally recognized holidays: New Years Day, Good Friday, Easter Monday, Liberation Day (every 5 years, starting from 1945), King's Day, Ascension Day, Pentecost Monday, First and Second Day of Christmas.

User: A User is a single named user, who is connected to the Domain.

Office Hours: The time between 09:00 and 18:00 CET on Business Days.

Report: The reporting of an Interference or the request for a Change submitted to and recorded by Viadesk.

Emergency Number: The number reachable outside Office Hours for the purpose of reporting Interferences.

Maintenance Planned: activities performed with the purpose of preventing Interferences, resolving discovered flaws and improving or ensuring the quality of the System Environment.

Customer: Anyone who requests and orders the delivery of Products and Services.

Solution: Action The action initiated in order to solve a Report, answering a Question, granting a Request or solving an Interference.

Solution Time: The time period (including Reaction Time) within which a detected or reported Interference (whether or not by means of a Workaround) is solved or repaired.

Priority: order in which Interferences are solved and Changes are introduced.

Process-data: The data entered within the Application Software by Customer and/or data entered by third parties.

Products and Services: All Viadesk Products and Services and/or Third Party Products and Services provided by Viadesk, the resulting provisions and related activities.

Reaction Time: The time period between a correct Report of an Interference by Customer and the start of activities relating to the solving of this Interference.

Request For Change (RFC): A request to carry through a Change.

Recovery Point Objective (RPO): The time between two consecutive backups or replications. This is leading for the maximum amount of data loss.

Recovery Time Objective (RTO): The time between a Interference and the availability of the System Environment or a specific functionality.

Service Window: The period of time within which a certain service is offered. The following Service Windows are defined in this SLA:

Name Description
Service Window 1 Business Day: 09:00 - 18:00
Service Window 2 Business Day: 21:00 - 07:00
Service Window 3 Weekend and Holidays: 00:00 - 24:00

SLA: Service Level Agreement.

Interference: The unforeseen not (correctly) functioning of a business critical part of the System Environment.

Support Desk: Viadesk's Support Desk, that functions as the primary contact for the functional administrator/webmaster of Customer with respect tot the Application Software and related services.

System Environment: The combined hosting services by which Customer is enabled to use the Application Software.

Dropout: The occurence when the System Environment is unavailable to all users. Unavailability caused by Maintenance is not considered as Dropout.

Viadesk: Products and Services All products and services provided by Viadesk and the resulting provisions and related activities, which do not originate from third parties and whose intellectual property rights, industrial property rights and other rights are held by Viadesk.

Question: A support question from the functional administrator/web master of Customer to Viadesk regarding the arrangement and usage of Application Software.

Weekend: Saturday and Sunday.

Business Day: Normal Dutch working hours (8.30-17.30 CET) and days (Monday through Friday) with the exception of public holidays.

Workaround: The solving of an interference or Request for Change in such a way that the primary process can continue without significant loss of time.

3. System Environment

3.1 General

This chapter provides a description of the System Environment as provided by Viadesk to Customer.

3.2 Network

Viadesk will see to it that all necessary infrastructure for safe and reliable Internet connectivity will be present. This consist, among others, of the following:

3.3 Software

The following software, among others, is installed on the server arranged for Customer:

The responsibilies of Viadesk include keeping the software up to date proactively. This will take place within the described Maintenance periods.

3.4 Capacity

3.5 Back-up

Process-data and system settings are safeguarded by means of a back-up or replication system, such that the RPO and RTO time agreed in paragraph 4 can be realized. The Back-up is exclusively intended to restore the service in the event of an Interference.

4. Availability

4.1 General

Viadesk strives to keep the System Environment available at all times. If an Interference reduces Availability, Viadesk is obliged to resolve the Interference within the periods agreed upon in this SLA. Viadesk commits to regular control and thorough Maintenance of the System Environment it uses, and will see to it that enough capacity is available so that this doesn't cause Interferences during more than normal use.

4.2 Availability

Viadesk delivers an Availability of 99,9% a month. This implies an RTO time of 43 minutes.

The Availability is calculated as follows:

Availability = (the amount of minutes of Dropout / total minutes per month) * 100%

Dropout occurs when the Application Software is unusable for all Users as a consequence of an unplanned event. If the Application Software is only unusable for a few Users, or does not function correctly, this is considered an Interference whereby the service itself is still considered Available. The responsibility of Viadesk with respect to Solution Time does not apply when:

Viadesk does not warrant ("guarantee") that communication through the Internet or that a connection with the System Environment from a different server of workstation, is possible at all times.

In the event of a system environment Dropout associated with data loss, an RPO time of 24 hours applies.

4.3 Monitoring and logging

During all Service Windows, the Service Window is automatically monitored by Viadesk and/or its suppliers. In case of an Interference, the administrators will intervene proactively. During Interferences, engineers will be stand-by 24 hours a day, 7 days a week.

4.4 Planned Maintenance

During preventive maintenance activities, Viadesk aims to keep any observable influence on the service for the user to the minimum. Nevertheless, it is possible that the Application Software will be unavailable to Users in whole or in part. To prevent this as much as possible, the following measures are employed:

Viadesk will announce Planned maintenance outside of Service Window 2 at least 5 days in advance via email and Twitter: @ViadeskSupport (https://twitter.com/ViadeskSupport).

Viadesk will announce major releases of the Application Software at least 5 days in advance via email to Customer's Contact Person.

4.5 Emergency Maintenance

Emergency Maintenance may be necessary when circumstances require immediate intervention. Emergency Maintenance is included in calculating the Availability.

5. Communication

5.1 Contact persons

Customer and Viadesk will both appoint employees for the following rolls:

If Customer appoints more than one Contact person, these will use the same (sender) email adress for Reporting interferences and RFC's.

5.2 Contact

Viadesk's Account manager and the Support Desk are available during Service Window 1.

An Interference can be registered outside of Service Window 1 via:

5.3 Reports

Customer's Contact person shall report an Interference or RFC via email. This Report has to contain the following:

Viadesk will handle the Reports according to the Incident and Change Management process (see below).

6. Incident Management

6.1 General

The purpose of Incident Management is to solve (imminent) Interferences in the System Environment as soon as possible. The aim is that Customer experiences as little hindrance as possible from Interferences and is enabled to continue normal activities as soon as possible. This is achieved by taking on, assessing, solving and closing Reports of Customer.

6.2 Priority and reaction time

After receiving a Report, Viadesk will determine whether it qualifies as an Interference or as a Request for Change. In case of an Interference, a Priority is allotted in accordance to the table below. If a Workaround is available, the Priority may deviate pending a structural solution. In case of a RFC, the Report will be handled according to the Change Management process.

In Service Window 1, the following Priorities, Reaction Times and Solution Times apply:

Priority Description Reaction Time Solution Time
High An interference causing the Application Software to be entirely unusable. 1 hour 4 hours
Normal An interference causing the Application Software to have reduced performance and/or to be partly unusable. 4 hour 2 Business Days
None interferences outside of Viadesk's responsibility (no SLA). n/a n/a

Reports submitted outside of Service Window 1 are handled the next Business Day.

6.3 Process

Process Description Result Performing party
Reporting Customer sends Report to Support Desk Report submitted Customer
Registration & Classification Customer is heard, his Report is interpreted Interpreted Report Viadesk
Research & Initiating Customer is informed about the intended Solution Action Solution Action is determined and set out Viadesk, third parties
Solving & Restoring The action is performed in accordance with the procedure as customary at Viadesk Solved interference Viadesk, third parties
Concluding If the interference is solved, Customer will be informed, and the Report will be concluded Solved interference Viadesk

7. Change Management

7.1 General

The purpose of Change Management is the systematic implementation of Changes in the System Environment or more specifically in the Application Software. The risks of disturbance and related quality reduction of the services will be as limited as possible.

In the interest of maintaining quality of the services, Viadesk will assess and classify the RFCs. Viadesk is not obliged to implement Changes in the Application Software. Performing Changes in the Applications Software may bring about extra costs. These activities will be delivered on the basis of either Subsequent Calculation or a separate invoice.

7.2 Priority and reaction time

When taking on a Request For Change, Viadesk will allot a Priority in accordance with the table below.

In Service Window 1, the following Priorities and Reaction Times apply:

Priority Description Reaction Time
High A Change for the purpose of solving an interference that is causing considerable hindrance to Customer in the use of the Application Software, or an urgently desired adjustment to prevent an interference. 4 Business Hours
Normal No great urgency or high impact present, but implementation of the Change may not be postponed. 8 Business Hours
Low A Change is desired, but can wait till an appropriate opportunity arrives. n/a
None Changes outside the responsibility of Viadesk (no SLA). n/a

Requests submitted outside of Service Window 1 are handled the next Business Day.

7.3 Process

Process Registration Result Performing party
Reporting Customer sends a Report to Support Desk. Even though the report may initially concern an interference, it can be qualified as RFC in the Incident Management process. RFC submitted Customer
Registration The RFC is registered in the system. Registered RFC Viadesk
Assessment, Classification & Planning Viadesk will assess whether RFCs fit with the product. If necessary, RFCs will be planned. Implementation plan for the Change Viadesk, third parties
Execution If possible, Changes with high Priority will be carried out and tested directly. Changes with normal and low priority will be carried out and tested on appointment. Implemented Change Viadesk, third parties
Concluding The Change is evaluated and concluded. Concluded Change Viadesk, Customer

8. Miscellaneous

8.1 Reporting

Viadesk can make Reports available to Customer monthly, within a month at the end of the calendar month. These Reports contain the following:

8.2 Evaluations and changes

Customer can communicate desired changes in this SLA by means of a Request for Change in writing. Should a desired change have financial consequences, Viadesk will make an offer for this purpose.

Viadesk is entitled to amend and/or complement this SLA. The new SLA will apply after publication on the Viadesk website. By using the Products and Services after publication of the new SLA, you will be agreeing to this new SLA.

Viadesk is entitled to change and/or add features to Application Software, Equipment, software, supplier, location and other facilities relevant for the provision of the System Environment.

8.3 Reservation

The Service Levels agreed upon in this SLA can only be performed if the agreements and procedures between Customer and Viadesk are lived up to. If Products and Services are received from third parties, support will be delivered by these third parties, for which Customer and Viadesk have to form a separate agreement.

Changes in IT Infrastructure of Customer, must be reported to Viadesk's Support Desk 10 days prior to these changes by means of a RFC.