Service Levels
Simonsoft guarantees that the Services will function properly in the defined terms listed below with a guaranteed service availability also defined below. If the service availability is not met under the terms mentioned below, the client may request a financial remedy.
List of Services included in the SLA
Service Name |
Service definition & SLA scope |
Simonsoft CMS |
Cloud hosted content management solution as described in price list and the online product documentation. Note that features marked as |
General Note on Publishing Services
The availability of Publishing Services depend on several factors that are outside of what Simonsoft can control. These factors include
The stylesheet, often developed by external consultants on behalf of the Client.
The content (data) authored by the Client.
Therefore, all Publishing Services are excluded from the SLA.
Regional Scope
Simonsoft Services are hosted in the EU.
Total Service Availability
Simonsoft guarantees the Client a total service availability as listed in Total Services Availability Calculation. The Total Service Availability is a ratio expressed as a percentage, calculated every month based on computation formula based on the last 12 months activities. The Maximum Total Downtime/year is calculated by subtracting the total number of hours in a year by the Total service availability expressed in hours. It is mentioned in the Service Level Metrics table below.
Scheduled Downtime
The time period during which the hosted service might be unavailable due to routine maintenance and upgrades. Scheduled downtime will not occur more than once a month.
Notice of Scheduled Downtime
When possible, Simonsoft will communicate the date and time they intend to make the hosted services unavailable at least one calendar week (7 days) in advance or longer.
Unscheduled Downtime
The time period during which the hosted services are unavailable for reasons not defined as Scheduled downtime and where the Client cannot access the hosted service. The following are not considered to be Unscheduled Downtime:
Problems caused by the Client’s own computer network, firewalls, anti-virus programs or any other issue preventing the Client from accessing the .
Force majeure systemic event.
Unavailability to protect the integrity of the hosted services due to security issues, virus attacks, spam issues or other unforeseen security circumstances.
Any failure of the Client’s own hardware, software or network connections.
Any systemic internet failures.
Client’s bandwidth restrictions.
Client’s acts or omissions of good practice recommendations.
Voluntary service suspension imposed by security precautionary principles, such as opting out of Security Patch Updates.
Unavailability due to outdated software. Outdated software can be considered incompatible with current “state of the art” provided Services.
The Client shall notify Simonsoft immediately after detecting any Unscheduled Downtime through the support channels.
Total Services Availability Calculation
Simonsoft monitors the service levels according to the metrics. The Client agrees that this information will be the sole basis for resolution of any dispute that may arise between the Client and Simonsoft regarding the SLA.
The Availability is calculated based on the following formula:
A = (T – U) / T x 100
Where: A = Availability (percentage) , T = Total time and U = Total Unscheduled Downtime. All variables are expressed in hours. This calculation is taking into consideration the last 12 months’ rolling window.
Guaranteed Service Level Metrics (SLM)
Metric |
Guaranteed Service Level |
|---|---|
Total Service Availability |
99% |
Remedy
The Client’s remedy and the procedure for obtaining the Client’s remedy in the event that Simonsoft does not meet one or several of the SLM described above during a particular month are as follows:
To qualify for remedy:
(a) The Client’s Instance must be in good standing with all invoices paid and up-to-date.
(b) The Client must notify Simonsoft by email within 3 business days or by opening a support ticket and providing the following details.
Subject of email or ticket must be: "Claim Notice”.
The date when the customer believes the Total Service availability per year was not met.
Name and email address of the user affected by Downtime Minutes.
Client estimate of the Downtime Minutes
Ticket number of the documented event.
Simonsoft will confirm the information provided in the Claim Notice within 10 business days of receipt of the Claim Notice. If Simonsoft cannot confirm any of the SLM mentioned in the claim, then Simonsoft and the Client agree to refer the matter to executives at each company for resolution.
If Simonsoft confirms that:
The Total Service Availability was not met during the last month period due to Simonsoft fault, and this failure directly and adversely affects your business, the Client will be credited up to one month’s recurring charge for the affected month.