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Bizzkit Service Level Agreement

1. Definitions

  • Availability--The time in which Bizzkit Commerce Cloud is available for use, defined in section 3.
  • Bizzkit -- The provider of the Bizzkit Commerce Cloud, as defined in the CSA.
  • Bizzkit Commerce Cloud -- The cloud-based Software-as-a-Service e-commerce platform offered by Bizzkit.
  • 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 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.
  • SLA -- This service level agreement, with reference to the Service Handbook.
  • Solution -- The instance of the Bizzkit Commerce Cloud which is designated to the Customer.
  • Solution Partner -- The partner that assists Customer with the Customer Solution (defined in the CSA and GTC).
  • SPOC -- The single-point-of-contact for Service requests.
  • 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 28/29/31/30 days times 24 hrs. = 672/696/720/744 hrs.

2. Introduction

2.1. Customer regularly requests Services from Bizzkit and Bizzkit Commerce Cloud for the purpose of maintenance and support of the Customer's Solution with associated Solutions. In connection with the ongoing operation and further development of the Solution, it is seen as a prerequisite that this SLA is established that ensures effective cooperation with clear guidelines.

2.2. Bizzkit follows and recommends that inquiries be solved in accordance with a release and service management model in order to increase the quality of the integrity of the Solution. The model includes at least one test environment, which via ongoing releases ensures synchronization of test and production environment.

2.3. Resolutions to inquiries will be published in releases, where critical parts will be reviewed in the relevant test process.

2.4. This document presents the Bizzkit SLA, where you will find a detailed description of the service level that Bizzkit offers.

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:

Support@bizzkit.com

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 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 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 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. Escalation

7.1. The established Threshold Values (see Service Handbook) ​​are continuously followed up on through Bizzkit's standard processes (elaborated on in Service Handbook).

7.2. An internal escalation process has been established which via continuous monitoring (see Service Handbook) ensures that any deviations from the Threshold Values ​​are recorded and escalated internally in order to ensure timely care and implementation of improvement measures to prevent repetitions.

7.3. Measurements (see Service Handbook) have been established, which are monitored and reported on, and the status processed at management level. If there are deteriorations with the threshold values ​​of the Bizzkit SLA listed above, corrective actions are taken.

7.4. In addition, through the escalation procedures and handling of the specific situations, learning is collected with a view to implementing general adjustments in methods, as well as professional and personal skills.

7.5. There are two options for escalation:

7.6. If the Threshold Value for a Service Objective (see Service Handbook for both) is exceeded by 10%.

7.7. If an error is considered more serious by Customer, this can be escalated to Bizzkit Support.

8. Service Credits

8.1. 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. Availability is measured on Solutions Partner's or Customer's access points to the Bizzkit Solution.

9.2. 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.

9.3. 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.