Acordo de Nível de Suporte e Serviço para Serviços
The term "available" refers to the fact that HRSD4SF Service is accessible to Customer Users. The term "unavailable" refers only to level 1 malfunctions in accordance with the table in article 6 of this Appendix.
The Supplier makes its best efforts to achieve an availability rate for HRSD4SF Service of 99.5% during each month for productive versions.
Definitions :
Beyond this Rate of Availability, it is understood that the downtime ("Unavailability Time") of HRSD4SF Service is calculated by excluding :
the time required for planned maintenance and regular upgrading of the Service and platforms, as well as the installation of security patches. This time corresponds to the maintenance window described in chapter 3 “maintenance window”
Planned maintenance and regular upgrades will be carried out by HRSD4SF as required.
HRSD4SF will be obliged, insofar as these operations affect the continuity of the Service, to inform the Customer at least five (5) working days before the said operations are carried out.
Notwithstanding the provisions of (i) of this Article 2, it is hereby specified that in the event of a security breach of any kind whatsoever, The Supplier reserves the right, in any event, to deploy any new version of the Service and the platforms without having to give the Customer any notice. However, The Supplier undertakes to notify the Customer concerned as soon as possible.
The table below lists the Maintenance and Major Upgrade windows for the Cloud Services. It provides the start times and maximum scheduled downtime duration for Europe (All times are specified in Coordinated Universal Time UTC).
| MAINTENANCE WINDOWS | MAJOR UPGRADE WINDOWS | ||
|---|---|---|---|
| Europe | Frequency | Europe | |
| SATURDAY 10 pm (4 hrs) | Up to 4 times per year | SATURDAY 8 pm (4 hrs) | |
The Supplier will ensure, where necessary, the upward compatibility of the various versions (minor or major) in the Customer's information system. Each new version will be tested by the Supplier. Once the tests have been carried out, and in the event of normal operation and non-regression, the software will be put into production.
In addition, the Supplier will inform the Customer by any means of the availability of versions, of the deadline for implementation in the event of constraints (legal constraints) and will communicate the associated documentation to the Customer by any means.
If the Supplier fails to meet the agreed Availability Rate, the Supplier will, upon receiving written notification from the Customer, grant the Customer a credit as follows: 1% of the price paid by the Customer for the current month for each 0.1% below the Availability Rate..
The credit may not exceed a maximum of 10% of the price paid by the Customer for the Services (i.e. Electronic Services only) and the Customer must notify the Supplier in writing within thirty (30) days following the last day of the month in which the Rate of Availability was not achieved.
If the Customer does not notify the Supplier within the period, the Customer is deemed to have waived credit for the month concerned.
In If the Availability Rate falls below 99.5% for either (i) three (3) consecutive months or (ii) four (4) months accumulated over a period of twelve (12) months, the Customer may, at their discretion, terminate the Contract without compensation thirty (30) days after providing written notification to the Supplier.
The Supplier places at the Customer’s disposal free of charge a tool for incident management and support performance monitoring throughout the duration of the Contract.
Customer will be provided with 2 main access to the ticket management tool and can on request extend access to other users. Ticket management tool provides support performance indicators.
Customer Response Level
| Priority | Response Level | Corrective Action Target | |
|---|---|---|---|
| Very High | An Incident should be categorized with the priority "Very High" if the incident reported has very serious consequences for normal business processes or IT processes related to core business processes, and urgent work cannot be performed. This is generally caused by the following circumstances:
| Initial Response: Within 4 hours of case submission. Ongoing Communication: Unless otherwise communicated by Supplier, once every hour. | Supplier to provide for cases either a resolution; or workaround; or action plan within 1 business day. |
| High | An Incident should be categorized with the priority "High" if normal business processes are seriously affected. Necessary tasks cannot be performed. This is caused by incorrect or inoperable functions in the computing environment that are required immediately. | Initial Response: Within 4 hours of case submission. Ongoing Communication: Unless otherwise communicated by Supplier, once every 6 hours. | Supplier to provide for cases either a resolution; or workaround; or action plan within 3 business days. |
| Medium | An Incident should be categorized with the priority "Medium" if normal business processes are affected. The problem is caused by incorrect or inoperable functions in the Computing Environment. A message should be categorized with the priority "Medium" if normal business transactions are affected. | Initial Response: Within 1 business day of casesubmission Ongoing Communication: Unless otherwisecommunicated by Supplier, once every 3 business days for non-defect Issues and 10 business days for product defect issues. A non-defect issue is a reported support case that does not involve a defect in the applicableService and does not require engineering,development or operations personnel to resolve | Supplier to provide for cases either a resolution; or workaround; or action plan within 4 business days. |
| Low | An Incident should be categorized with the priority "Low" if the problem has little or no effect on normal business processes. The problem is caused by incorrect or inoperable functions in the Computing Environment that are not required daily or are rarely used. | Initial Response: Within 2 business days of casesubmission. Ongoing Communication: Unless otherwise communicated by Supplier, once every week. | Supplier to provide for cases either a resolution; or workaround; or action plan within 4 business days. |
In the absence of a solution, Supplier will report on the progress of ongoing efforts every day at the lates for Priorities “Very High” and “High”.
The following anomaly types are excluded from the Customer intervention levels described above:
The following types of cases are excluded from customer response levels as described above:
The Services are subject to continuous improvement to enhance functionality, performance, and security. Customers are encouraged to submit requests for application enhancements. The Publisher places significant importance on customer feedback and endeavors to incorporate such needs and suggestions into the future development of the Services.
It should be noted that, as the Services are integrated with SAP SuccessFactors and may also interface with third-party applications, they are subject to the technical and functional limitations of SAP SuccessFactors and/or such third-party applications. The Publisher relies on the features and technical capabilities provided by SAP SuccessFactors and/or third-party applications to develop and improve the Services.
Accordingly, certain enhancement requests may be constrained by the current features or policies of SAP SuccessFactors and/or third-party applications. Features or interfaces may be modified or removed in future versions of the Services based on changes introduced by SAP SuccessFactors and/or third-party applications. For this reason, the Publisher shall align the Services’ upgrade schedule with SAP’s biannual update process and/or the update cycles of third-party applications to ensure proper alignment and prevent regressions.
Furthermore, all enhancements to the Services, including any customer-requested improvements accepted by the Publisher, shall be delivered in accordance with the update schedules of SAP SuccessFactors and/or third-party applications. The Publisher will use reasonable efforts to minimize any impact on application usage and will inform the customer of any material changes.
Not all enhancement requests can be immediately incorporated into subsequent versions of the application. Each request will be assessed by the Publisher to determine feasibility, overall impact, and prioritization relative to other ongoing improvements. By using the Services and submitting enhancement requests, the customer acknowledges and agrees that such requests will be evaluated through this internal selection process.
The customer is encouraged to maintain the application by installing the latest updates. The customer acknowledges that the Services may be subject to modifications to ensure an increasingly efficient experience aligned with evolving needs.