Service level agreement

1. Introduction

1.1 This Service Level Agreement (“SLA”) constitutes an appendix to the Agreement between the Parties and sets out the service levels applicable to Go Autonomous’ software-as-a-service deliveries (the “SaaS”) and support services. The SLA complements the terms in the Agreement between the Parties to the extent they are not waived herein. In case of any inconsistency or ambiguity between this SLA and the Agreement, the terms and conditions in this SLA shall prevail unless otherwise is expressly stated in the Agreement.

1.2 The purpose of this SLA is to define the level of support services for Go Autonomous’ software deliveries to Customer and to provide Customer with the assurance of compliance with these service levels.

1.3 Where no specific terms and conditions have been defined in the SLA, including with regard to Go Autonomous’ responsibility, the terms and conditions in Go Autonomous’ General Terms of Service shall apply.

2. Selected service level

The Customer can choose between three (3) service levels:

  • Gold
  • Silver
  • Bronze

Go Autonomous shall provide support services according to the service level selected by the Customer as set out in the Agreement between the Parties.

3. Support Services

3.1 Support services covered by this SLA

3.1.1 Go Autonomous’ helpdesk covers the following, explicitly named services:

(a) Go Autonomous’ API’s and Platform, i.e. everything that is in Go Autonomous’ namespace /Go Autonomous/ or functionality developed by Go Autonomous.

3.1.2 Go Autonomous’ helpdesk does not cover:

(a) Third-party software, e.g. errors or shortcomings in software not supplied by Go Autonomous, regardless of whether the errors are caused by software errors, incorrect configuration, usage or

(b) Scanner, computer, network, server, switch, etc., e.g. all types of errors related to hardware, networks, communication lines, etc.

3.1.3 The list of services covered by this SLA is complete, whereas the examples of what is not covered is a non-exhaustive list.

3.1.4 Services not covered by this SLA may in some cases be delivered via a change request, but will not commence until written approval is provided by Customer.

3.2 Support time windows

3.2.1 Go Autonomous provides support based on the error categories as set out in clause 

3.2.2 Error categories:

Error Category

Description

Examples

Provided support windows

A – Critical

An error that is critical for the solution of Customer’s tasks, and which affects many people, where reasonable circumvention is not possible.

Customer can’t access platform.

Support is provided 24/7

B – High

An error that is critical for the solution of Customer’s tasks and which affects many people, but where reasonable circumvention is possible according to Go Autonomous’ instructions.

Service provision experiences temporary interruption e.g. can’t save extractions.

Support is provided outside of public holidays, see clause ‎3.2.4, i.e. on weekdays between the hours of 8:30 and 16:30

The following days are regarded as public holidays: New Year’s Day, Maundy Thursday, Good Friday, Easter Sunday, Easter Monday, Common Prayer Day (4th Friday after Easter), Ascension Thursday, Whit Sunday, Whit Monday, Christmas Eve, Christmas Day, Boxing Day, New Year’s Eve. Furthermore, Constitution Day is only a half working day (08:30-12:30).

C – Medium

An error that is not critical for the solution of Customer’s tasks and which affects few people, and where reasonable circumvention is not possible.

Platform response time interrupts Customer’s customer support workflow execution

D – Low

An error that is not critical for the solution of Customer’s tasks and which affects few people, and where reasonable circumvention is possible according to Go Autonomous’ instructions.

Customer support employees experience occasionally slow response time.

3.3 Issue reporting

3.3.1 Customer can report errors to Go Autonomous by sending an error report by email to 247@goautonomous.io stating as subject the Customer’s company name, error category and issue.

3.3.2 A complete description of the error must be provided in the error report, including

(a) error category, see clause 2.2,

(b) the error process (preferably with screen dumps),

(c) error messages,

(d) when the error occurred

(e) and generally any circumstances which are likely to be associated with or have an effect on the error.

3.3.3 For category A and B errors (critical errors), there is the exceptional option to call: +45 53838389. If category A and B errors are reported outside the normal support time window as stated in clause 2.2, reporting shall be done by both email and phone call if the response times in clause 4.1.1 shall apply.

3.3.4 If this option is used, and it subsequently transpires that the error was not a category A or B error and that Customer could be reasonably expected to know this, Go Autonomous shall be entitled to charge its applicable rates for the time used by Go Autonomous to respond to the call, in any case at least DKK 2,499.00, equivalent to 30 minutes of consultancy.

3.3.5 If Customer erroneously reported a situation as an error covered by this SLA, e.g. because it is subsequently found that Customer’s reporting is based on a lack of training, incorrect use, failure of hardware, lines of communication, software not covered by the SLA or any other circumstance that cannot be attributed to Go Autonomous, then Go Autonomous, if requested to provide such services by Customer, shall be entitled to charge an hourly rate of DKK 2,499.00, based on the time spent addressing Customer’s request.

3.4 Updates and Upgrades to Software

3.4.1 Go Autonomous shall automatically and without separate payment provide to Customer, and Customer shall accept, such bug fixes, patches, modifications, updates, upgrades, and new releases to the software that Go Autonomous generally makes available to its other customers.

3.4.2 Go Autonomous will develop, maintain, and implement updates/upgrades to address changes dictated by generally applicable market and regulatory conditions related to markets and products in which Go Autonomous is actively involved.

3.5 Data and Backup

3.5.1 Disaster recovery process

3.5.1.1 Go Autonomous will maintain a disaster recovery plan for the SaaS. Go Autonomous will test the disaster recovery plan at least once every twelve months.

3.5.1.2 In case Google Cloud Platform becomes unavailable, Go Autonomous disaster recovery team activates, and perform the following disaster recovery process:

  • Google Cloud Platform services restoration
  • Data Restoration (from last valid backup)
  • Disaster recovery team will restore the system within the RTO as stated in clause 5.2.
  • Disaster recovery team performs verification of restored system.

3.5.2 Backups

3.5.2.1 In addition to full server replication, all application configuration files, and data files are backed up on the following schedule:

(a) daily backups are made and retained for a period of 7 days

(b) weekly backups are made and retained for a period of 60 days

(c) monthly backups are made and retained for a period of 365 days

(d) yearly backups are made and retained for a period of 365 days

3.5.2.2 All backups are stored at Google Cloud Storage.

4. Service Level Objectives

4.1 Response Times

4.1.1 Go Autonomous’ committed response times are as follows:

Category

Response time

 

Bronze

Silver

Gold

A – Critical

5 hours

3 hours

1 hour

B – High

6 hours

4 hours

2 hours

C – Medium

9 hours

6 hours

4 hours

D – Low

16 hours

12 hours

8 hours

4.1.2 The response time is calculated from when Go Autonomous receives Customer’s adequate error report, until the time Go Autonomous commences the error recovery in accordance with what is appropriate for the error category in question.

4.1.3 When calculating the response time, all time shall be deducted except the support time indicated in clause 2.2.

4.1.4 Go Autonomous checks, as far as possible, that Customer’s categorization of errors is correct. If there is disagreement about categorization, either party may refer the categorization to Customer’s and the Go Autonomous’ customer success manager, who will then jointly decide on the issue.

4.1.5 For category A tasks, work will proceed continuously (including outside the support time) in order to resolve the relevant ticket.

4.2 Resolution Times

4.2.1 Go Autonomous will use its best endeavors to solve errors within the following internal target resolution times:

Category

Resolution time based on service level

Percentage of errors that should be resolved within the resolution time

 

Bronze

Silver

Gold

 

A – Critical

10 hours

6 hours

2 hours

95%

B – High

12 hours

8 hours

4 hours

95%

C – Medium

1 week

24 hours

8 hours

96%

D – Low

One quarter

Two months

One month

98%

4.2.2 Due to the widely varying nature of issues, it is not possible to provide specific resolution commitments.

4.2.3 The resolution times above are based on the assumption that Go Autonomous itself can recover or circumvent errors. If third-party assistance is required, resolution can take longer.

4.2.4 Escalation Procedure

4.2.4.1 Go Autonomous will use its best efforts to resolve each problem within the resolution times listed in clause 2.1. If the problem is not resolved within this time period, the problem will be escalated as indicated in the chart below. Upon each escalation, Go Autonomous will immediately notify the Customer of the escalation and course of action taken to resolve the problem.

4.2.4.2 Escalation procedure:

(1)                Go Autonomous Customer Success Team

(2)                Vice President of Customer Success Team

(3)                CTO

(4)                CEO

4.3 Infrastructure Availability

4.3.1 Infrastructure availability is matched against the relevant Google Could SLA.

4.3.2 The relevant Google Cloud SLA is: “Compute Engine Service Level Agreement (SLA)” which can be found at https://cloud.google.com/compute/sla

4.3.3 According to the Google Cloud SLA the infrastructure availability is:

Covered Service

Monthly Uptime Percentage

Instances in Multiple Zones

>= 99.99%

A Single Instance

>= 99.5%

Load balancing

>= 99.99%

4.4 SaaS Availability

4.4.1 SaaS Availability is minimum 99.5 % measured over a quarterly period.

4.4.2 SaaS Availability shall be calculated as follows (“SaaS Availability”):

4.4.3 Any unscheduled SaaS downtime caused by unscheduled infrastructure downtime shall not be included in the above calculation.

4.5 Disaster Recovery

4.5.1 Recovery Point Objective

4.5.1.1 Recovery Point Objective (“RPO”) means the maximum acceptable length of time during which data might be lost.

4.5.1.2 The RPO for the SaaS is 24 hours.

4.5.2 Recovery Time Objective

4.5.2.1 Recovery Time Objective (“RTO”) means the maximum acceptable length of time that the SaaS can be offline.

4.5.2.2 The RTO for the SaaS is 24 hours.

5. SLA Service Credit

5.1 This clause 5 (SLA Service Credit) states Customer’s sole and exclusive remedy for any default by Go Autonomous under this SLA.

5.1 SaaS Availability

5.1.1 Should SaaS Availability fall below the guaranteed percentage in clause 4 in any given quarter, Customer shall be entitled to a service credit.

5.1.2 The service credit shall amount to a percentage of the quarterly service fees paid by Customer in the corresponding quarterly period equal to the difference between the guaranteed SaaS Availability percentage and the actual availability percentage.

5.1.3 If Customer is entitled to a SLA service credit the amount shall at the request of Customer be deducted in the subsequent quarterly service fee.

5.2 Customer must request SLA service credits

5.2.1 In order to receive SLA service credits, Customer must notify Go Autonomous within 60 days from the time Customer becomes eligible to receive a SLA service credit. Customer must also provide Go Autonomous with server log files showing loss of external connectivity errors and the date and time those errors occurred. If Customer does not comply with these requirements, Customer will forfeit its right to receive a SLA service credit.

5.3 SLA Exclusions

5.3.1 Go Autonomous shall not be liable for any failure in relation to agreed service level objectives where Go Autonomous can show that such failure was, in part, caused by:

(a) a third-party product or service, including Google;

(b) a defect in the Customer’s equipment, IT-environment, or software for which Go Autonomous is not liable, or any other act or omission attributable to Customer (“Customer Incident”); and

(c) a virus, worm, trojan or other attack on the IT environment which Go Autonomous suffers notwithstanding having taken reasonable protective measures; or

(d) That result from Customer’s unauthorized action or lack of action when required, or from Customer’s employees, agents, contractors, or vendors, or anyone gaining access to Go Autonomous software by means of Customer’s passwords or equipment, or otherwise resulting from Customer’s failure to follow appropriate security practices.

6. Term and termination

6.1 This Service Level Agreement shall commence automatically upon Customer’s acceptance of Go Autonomous deliveries and at the time where, they are taken into use by Customer, whichever the

6.2 The Service Level Agreement shall terminate without further notice upon the expiry or termination of the SaaS agreement between the Parties.

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