Bizzkit Service Level Agreement
1. Definitions
- Bizzkit Support -- The support-team of technicians within Bizzkit.
- Customer -- The customer of Bizzkit Commerce Cloud, as defined in the CSA.
- Downtime-- The time where the Product is unplanned, i.e., not announced by Bizzkit, unavailable.
- Help Desk -- Bizzkit ITSM-system, a self-service page for creating tickets for Service.
- Operating Hours -- Hours in which the Customer Solution is planned to be available, i.e., Total Time Available minus Planned Maintenance time.
- Uptime-- Hours in which the Solution is available, i.e., Operating Hours minus Downtime.
- Planned Maintenance-- Maintenance planned for by Bizzkit either within or outside of the Planned Maintenance window.
- Service(s) -- Support, bug correction, incident correction or any other service rendered in line with this Bizzkit SLA and the Service Handbook.
- Service Credit-- Credits for Downtime of Availability which Bizzkit is responsible for, which is paid out as a percentual reduction of the Customer's invoice, see section 9.
- Service Hours -- Hours in which Bizzkit Support and technical staff is available for communication.
- Customer Solution -- The instance of the Bizzkit Commerce Cloud which is designated to the Customer.
- Total Time Available -- The total amount of hours available in the given period of time, i.e., a year being 365 days times 24 hrs. = 8760 hrs., a month being 28/29/30/31 days times 24 hrs. = 672/696/720/744 hrs.
2. Introduction
2.1. This document presents the Bizzkit SLA, where a detailed description of the service level that Bizzkit offers are found.
3. Service hours & operating hours
3.1. Service hours
3.1.1. Service Hours are working days from 8:00 AM to 4:00 PM CEST.
3.1.2. Period for monitoring service objective: All working days from 8:00 AM to 4:00 PM CEST.
3.2. Operating hours
3.2.1. Bizzkit Commerce Cloud is available during the following periods: 24/7/365.
4. Contact channels & SPOC
4.1. Help Desk is the function, that trough the SPOC ensures correct processing of inquiries concerning incidents, Bizzkit Support, or changes.
4.2. Incidents are registered and processed after the Bizzkit Incident Correction Process (see paragraph Incident Correction in Service Handbook).
4.3. Help Desk provides assistance within Service Hours.
4.4. Customer can contact Bizzkit either by email, via Help Desk or telephone.
4.5. Email
4.5.1. Customer can report incident, ask for Service, or request a change by writing to the Support email address:
4.6. Phone
4.6.1. For incident that are registered with priority 1 inside and outside normal Service Hours, in addition to submitting the incident to the Help Desk, Customer must call the Support telephone number:
+45 30 90 23 22
4.6.2. If a call outside normal Service Hours results in Bizzkit having to call employees to work, the time consumption for support outside of the normal Service Hours is invoiced at double the hourly rate (see CSA), in case the reported issue can be traced back to Customer's actions or lack thereof.
4.7. SPOC
4.8. Customer appoints a named resource from their Solution Partner as their SPOC. The SPOC to communicate with Bizzkit should optimally be a person with a high level of technical knowledge and access privileges at superuser level. The SPOC is in charge of sending inquiries via phone in order to avoid basic misunderstandings when submitting service cases.
4.9. If the Customer does not have the option to appoint a named resource from the Solution Partner or prefers appointing a named resource from the Customer, this can be agreed upon with Bizzkit.
5. Availability
5.1. Operating interruptions are counted from the time within the Service Hours when Bizzkit itself has detected an incident/lack of availability or received an adequate incident description from Customer and lasts until availability is restored.
5.2. The service level regarding the hosting of the Customer Solution at Microsoft Azure is subject to Microsoft Azure's service level agreement and other terms of service.
5.3. Bizzkit seeks to attain the highest operational stability for the Customer Solution. Bizzkit guarantees an Availability for the Solution of 99,95 % per month within the Operating Hours, unless downtime is caused by matters beyond Bizzkit's control, including but not limited to matters relating to Bizzkit's infrastructure and subcontractors, and for which Bizzkit could not or should not have taken measures into account.
5.4. Uptime is calculated as Operating Hours (i.e., Total Time Available minus Planned Maintenance time) minus Downtime, or written out as:
Uptime = ( Total Time Available - Planned Maintenance time) - Downtime
5.5. Availability is calculated by Uptime divided by Operating Hours (i.e., Total Time Available minus Planned Maintenance time), multiplied by 100, or written out as:
Availability (in %) = ( Uptime / ( Total Time Available - Planned Maintenance time) ) x 100
5.6. Availability is measured on Solutions Partner or Customer access point on the Bizzkit Solutions.
5.7. If operations cannot be maintained because of an operational obstacle for which the Customer is responsible, or external disturbances such as a Microsoft Azure incident or incidents by other technically critical third-party suppliers to Bizzkit, the time covered is not deducted from the Uptime when calculating Availability.
5.8. For time spent on Planned Maintenance windows for extraordinary maintenance and critical patches, the covered time is not deducted from Uptime when calculating Availability.
6. Planned maintenance window
6.1. Window for Planned Maintenance tasks will be Mondays at 4:00 -- 6:00 AM CEST (adjusted for summertime). Bizzkit shall perform maintenance on the Solution as necessary during the aforementioned window and shall not exceed 60 minutes in duration. Bizzkit shall use reasonable efforts to minimize any disruption to the Customer Solution during this maintenance window. Bizzkit shall provide notice to the Customer and Solution Partner at least 48 hours prior to any scheduled maintenance activities that will require the Services to be unavailable for more than 60 minutes during the maintenance window.
6.2. Maintenance window for unplanned or irregular maintenance tasks outside of the maintenance window will be coordinated internally and announced as soon as a service window has been chosen.
6.3. Downtime due to Planned Maintenance services are excluded from section 9 of this Bizzkit SLA and will not be counted as affecting the Availability regarding Service Credits.
7. Incident processes
7.1. Bizzkit incident correction process
When Customer reports an incident via the Help Desk and then through dialogue with Bizzkit Support has identified and possibly attempted a first remedy of the incident, a priority is agreed and Bizzkit begins the remedy according to the agreements for each category.
If Bizzkit specialists during the remedy find that the categorization is not correct, they will propose a changed categorization to Customer. Customer is immediately informed of this so that Customer can give written consent. Depending on the category, the remedy will be planned to be included in a future version or release of the solution, or a hot fix.
Process:
-
Incident is reported by Customer.
-
Receival, categorization.
-
Remedy is executed.
-
Closure and forwarding closure note.
-
In the case of an incident, Bizzkit must carry out remedial action in accordance with the table below, taking into account the categorization of the incident.
7.2. Categorizing of incidents
Customer and Bizzkit will use the following categorization:
| Priority | Category | Description |
|---|---|---|
| 1 | Critical incident | Incident that leads to irreparable conditions or result in incorrect data being supplied to a significant extent. Incident that significantly hinder the users' further work process. Incident that imposes significant financial loss on the customer. Incident corrections that cannot be postponed. |
| 2 | Severe incident | Incident which means that several important work processes at the customer cannot be carried out or can only be carried out with a significant change in the work process. |
| 3 | Significant incident | Incident that results in several work processes not being able to be carried out or can only be carried out by changes in the workflow. Workaround is implemented. |
| 4 | Normal incident | Incident that does not prevent the work process from being carried out normally, possibly with minor changes in the work process to circumvent the error. Workaround is implemented. |
| 5 | Less significant incident | Insignificant or cosmetic incident, but where there is a degradation in relation to the basis of the agreement. |
When the SPOC reports an incident via the Support channels and then through dialogue with Bizzkit Support has identified and possibly attempted a first remedy of the incident, a priority is agreed, and Bizzkit Support begins the remedy according to the agreements for each category.
If Bizzkit Support/Specialists during the remedy find that the categorization is not correct, Bizzkit Support will propose a changed categorization to the reporter. Reporter is immediately informed of this so that Reporter can give written consent. Depending on the category, the remedy will be planned to be included in a future version or release of the solution, or a hot fix.
Process:
-
Issue is reported by Customer to Solution Partner
-
Solution Partner SPOC report the issue to Bizzkit Support
-
Receival, categorization.
-
Remedy is executed either by Bizzkit support directly or product team if needed.
-
Closure and forwarding closure note.
In the case of an incident, Bizzkit must carry out remedial action in accordance with the table below, taking into account the categorization of the incident.
7.3. Requirements to the remedy process
Bizzkit will initiate the Incident Correction Process according to table below:
| Priority | Category | Bizzkit Incident Correction Process according to priority | Max. nr. of unsolved incidents per category |
|---|---|---|---|
| 1 | Critical incident | Bizzkit will always initiate remedy. Remedy is performed uninterrupted until the incident has been resolved. Bizzkit must report status to Customer at least once a day. Customer must in addition establish a task force that can receive the daily status and work with Bizzkit in the remedy process. | 7 |
| 2 | Severe incident | The correction is initiated as soon as possible during “Service Hours” (as defined in Bizzkit Service Level Agreement). Remedy is performed uninterrupted until incident has been resolved. If reported outside Service Hours, the correction of incidents will begin at the beginning of the next working day. Bizzkit must report status to Customer at least once a day. Customer must in addition establish a task force that can receive the daily status and work with Bizzkit in the remedy process. | 10 |
| 3 | Significant incident | The correction is initiated as soon as possible during Service Hours. If reported outside Service Hours, the correction will begin at the beginning of the next working day. Work is continued within Service Hours until a workaround, i.e., an intermediate solution to the problem, has been implemented. Bizzkit must report status on unresolved inquiries to Customer at least once a day. The implementation of the incident correction must be carried out at the latest in connection with the release of a new version of the Product, however, so that the maximum number of simultaneous unresolved inquiries in the reporting period is respected. | 15 |
| 4 | Normal incident | Bizzkit will within Service Hours work on the remedy. The implementation of the incident correction must be carried out at the latest in connection with the release of a new version of the Product, however, so that the maximum number of simultaneous unresolved inquiries in the reporting period is respected. | 30 |
| 5 | Less significant incident | The implementation of the incident correction must be carried out at the latest in connection with the release of a new version of the Product, however, so that the maximum number of simultaneous unresolved inquiries in the reporting period is respected. | 60 |
7.4. Response time
For new inquiries, the time from submitting to receiving a digital receipt is monitored.
When an inquiry is registered, the ITSM system adds a timestamp to each case.
Minimum 3 performance indicators are monitored per product, i.e., CMS, DAM, PIM, Ecommerce Search (hereinafter referred to as "Products").
Service objective for response time is below 100ms and defined as the time it takes for a product or component to perform a task.
First Response Time (FRT) is defined as the time from submission of inquiry to receival of first response by Bizzkit.
7.5. Response and resolution time service requests
| Priority | Response time | Resolution Time |
|---|---|---|
| 1 | Within 4 hours | 4 hours |
| 2 | Within 4 hours | 72 hours |
| 3 | Within 4 hours | As soon as possible |
| 4 | Within 4 hours | As soon as possible |
| 5 | Within 4 hours | As soon as possible |
7.6. Response time change requests
Response Time on Change Requests is 4 hours.
6.7. Response and resolution time incidents
| Priority | Response time | Resolution Time |
|---|---|---|
| 1 | Within 0,5 hour | 4 hours |
| 2 | Within 2 hours | 8 hours |
| 3 | Within 8 hours | Next available release |
| 4 | Within 16 business hours | Next available release |
| 5 | Within 40 business hours | Next available release |
8. Service credits
8.1. Deduction for individual months
If the availability is not met by Bizzkit, the Customer has the right to claim Service Credit from Bizzkit in relation to the relevant Availability. The percentage is deducted from the given months part of the annual invoice, i.e., one twelfth (written: 1/12) of the full annual invoice for the Bizzkit license fee, written out as follows (with an example of 20 % deduction, where X is the amount due in cases of no deduction):
Total deduction = 20 % of (1/12 of total amount on invoice) = 0,2 x (total amount on invoice / 12)
The amount of the credit depends on the impact of the Downtime on the total Availability (see table in 9.2).
8.2. Claim percentage
| Availability | Customer’s Claim Percentage |
|---|---|
| ≥ 99,95% | 0 % |
| 99,95% - 99,0% | 10 % |
| 98,99% - 95,0% | 15 % |
| ≤ 95,0 % | 20 % |
8.3. The Customer must claim a Service Credit no later than the 15th working day of the month following the incident that gave rise to a claim for Service Credits. If several Bizzkit products have been affected by downtime and the Customer has claimed penalty for several Service Credits, the total reduction of the Bizzkit license is limited in total to 100%.
9. Monitoring
9.1. The Product's individual components are monitored via Bizzkit Operations and via established user-simulated end-to-end monitoring for selected business transactions and in addition via inquiries to the Bizzkit Help Desk. Bizzkit monitors the operating environment with standard monitoring tools for monitoring Availability.
9.2. The monitoring of Availability is carried out continuously and is supplemented with random samples at least every 5 minutes during the agreed Service Hours. The Service Objective (see Service Handbook) is calculated every month.