Service Level Agreement

Effective date: January 13, 2023

This document contains the supplementary provisions on availability, maintenance, and response and recovery times for the Teamplify software as a service (SaaS) provided by FuryBit, UAB (FuryBit). Please read this SLA carefully as it is the version in force at the time you enter into the SaaS Service contract. If you have questions or comments about this agreement, please do not hesitate to contact us.

1. Subject Matter of the SLA

This SLA shall apply to the Teamplify SaaS Service provided by FuryBit. FuryBit shall provide a highly secure and available network to the level contractually agreed, in order to supply its customers with the services. FuryBit makes every possible endeavor to provide customers with constant access to the Teamplify SaaS Service. The SLA also contains the provisions on the rights and remedies for the customer in the event that it experiences a service interruption as a result of a failure of the Teamplify SaaS Service.

2. Definitions

For the purpose of this SLA, the terms in bold below are defined as follows:

  • “Available” or “Availability” means when the customer has unrestricted access to the Teamplify SaaS Service provided by FuryBit, subject to the exclusions defined under “Downtime” below.
  • “FuryBit Cloud” means the network within FuryBit’s sphere of control.
  • “Business Days” means Monday to Friday excluding January 1 and December 25.
  • “Business Hours” at FuryBit means from 8 a.m. – 6 p.m. CET/CEST on Business Days.
  • “Downtime” means the total number of minutes, outside Scheduled and Regular Maintenance periods, that the customer cannot access the SaaS Service. The calculation of Downtime excludes time that the customer is unable to access the SaaS Service due to any of the following:
    • Scheduled Downtime
    • Customer’s own internet service provider
    • Force majeure event
    • Any systemic internet failures
    • Any failure in the customer’s own hardware, software or network connection
    • Customer’s bandwidth restrictions
    • Customer’s acts or omissions
    • Anything outside of the reasonable control of FuryBit
  • “Emergency Maintenance” is any maintenance by FuryBit of which the customer has less than 5 Business Days’ advance notice. FuryBit may schedule Emergency Maintenance if it is deemed necessary to avoid any immediate threat to the environment or customer sites. MaintenanceNotifications will be sent to the customer’s support contact as defined by the customer.
  • “Failover Tests” means testing of mission-critical systems which may be performed in order to ensure that FuryBit maintains the highest level of preparedness. These tests will fall outside the weekly maintenance window and the customer will be informed at least 20 Business Days in advance. During the failover testing, customers will experience brief periods of system unavailability.
  • “Maintenance Notifications” means communication from FuryBit, via an email to the customer’s designated support contact, regarding the date and time that FuryBit intends to make the SaaS Service un-available. The customer understands and agrees that there may be instances where FuryBit needs to interrupt the Teamplify SaaS Service without notice in order to protect the integrity of the Teamplify SaaS Service due to security issues, virus attacks, spam issues or other unforeseen circumstances.
  • “Maintenance Time” means the time period during which the Teamplify SaaS Service may not be available each month so that FuryBit can perform routine maintenance as needed to maximize performance.
  • “Persons Authorized to Issue Instructions” refers to a main and a backup representative of the customer responsible for receiving communications from FuryBit and authorized to issue instructions. FuryBit must be informed promptly, at least by email, in the event of personnel changes, including when staff leave or change roles.
  • “Regular Maintenance” means maintenance performed as FuryBit strives to ensure the highest level of availability for all customer sites. To do so, regular maintenance may require FuryBit to take systems offline for brief periods of time in order to implement Updates, Releases or changes. FuryBit reserves the right to carry out Regular Maintenance once per week outside of Business Hours.
  • “Response Time” means the time period until FuryBit confirmation of the reported defect, from receipt of the information required from the customer for FuryBit support team to begin resolution and open a support ticket in FuryBit’s systems. After receiving a report of a defect, FuryBit shall use an appropriate method to provide the customer with a progress update.
  • “Recovery Point Objective” or “RPO” means the maximum period contractually permitted under Section 4.3 in which data stored or transmitted in the FuryBit Cloud might be lost.
  • “Recovery Time Objective” or “RTO” means the duration of time within which the Teamplify SaaS Service must be restored once it becomes un-Available.
  • “Scheduled Downtime" is downtime for Scheduled Maintenance
  • “Scheduled Maintenance” shall be understood here to mean maintenance which occurs when FuryBit detects an issue in the FuryBit Cloud environment that requires action to avoid unscheduled maintenance in the future. FuryBit reserves the right to schedule extended maintenance of the FuryBit Cloud environment impacting on the SaaS Service with a minimum of 5 Business Days’ notice provided to the customer unless certain circumstances preclude FuryBit from doing so, such as an external vendor issuing a change control to FuryBit with less than 5 Business Days’ notice. All Scheduled Maintenance will take place outside of Business Hours.
  • “Service Level Credit” means a credit applied to the customer’s invoice in the invoice period following successful confirmation by FuryBit of affected SaaS Service metrics.
  • “Total Monthly Minutes” means the number of days in the month multiplied by 1,440 minutes per day.

3. Customer Responsibilities and Obligations to Cooperate

It is the customer’s responsibility to ensure that it meets the following obligations to cooperate and that it does so at no cost to FuryBit:

  • have an internet connection with adequate bandwidth;
  • use a modern internet browser;
  • report all incidents or issues to the Support Helpdesk promptly;
  • use anti-virus software with definitions updated daily at a minimum;
  • make every effort to be available to FuryBit during the resolution of a service-related incident or a request.

4. Support Levels

4.1 Term of the SLA

This SLA shall apply to the SaaS Service for the duration of the contract for SaaS Service.

4.2 SaaS Service Availability

FurBit provides customers with service availability (uptime) of 99,5%.

FuryBit uses a Amazon CloudWatch service to measure whether the SaaS Service is available. Availability is calculated based on the following formula:

A = (T - M - D) / (T - M) x 100%

A = Availability
T = Total Monthly Minutes
M = Scheduled Downtime
D = Downtime

Scheduled and Regular Maintenance do not constitute un-Availability and are not included in the Availability calculation.

4.3 Recovery

FuryBit provides the following recovery attributes:

  • Recovery Time Objective (RTO) - 8 hours
  • Recovery Point Objective (RPO) - 8 hours

4.4 Service Level Credits

If FuryBit cannot meet the Availability specified in this SLA for reasons for which it is responsible, FuryBit shall provide customers with a 10x credit note (Service Level Credit) for every full hour of unAvailability, provided that the customer complies with the requirements set out in Section 4.5. The credit is calculated from the time of outage until the SaaS Service is Available again. FuryBit will issue a credit equal to 10x of the SaaS Service costs per hour. (For example, where applicable pursuant to this SLA: an unavailability lasting seven (7) hours would result in credit of seventy (70) hours of free service). Service Level Credits shall be offset against any claim for loss or damage caused by the customer.

4.5 Remedy and Procedure

The customer’s remedy and the procedure for claiming the Service Level Credits under Section 4.4. shall apply if (1) FuryBit fails to meet the agreed availability figures referred to above and (2) the customer cumulatively complies with the following requirements:

  1. There must be a support ticket documenting the reported un-Availability within five (5) Business Days of the end of the service interruption;
  2. There are no invoice amounts on the customer’s account on which the customer is in default;
  3. The customer must notify FuryBit at least be email within five (5) Business Days by opening a support ticket and providing the following details together:
    • List the individual functional areas of the SaaS Service that were affected;
    • List the date and time the Downtime occurred;
    • List usernames and email addresses affected by the Downtime;
    • List an estimate of the amount of actual Downtime in minutes;
    • Ticket number of the documented incident.

5. Software Maintenance Services

  • FuryBit continually analyzes the Software to find potential for improvement, enhanced security, expanded functionality, and greater user-friendliness. Suggestions by the customer will be analyzed and incorporated into the functionality of the Software at the discretion of FuryBit.
  • Enhancements of the Software (Releases) shall be made available to the customer from time to time. All functionality added by a Release shall be governed by the terms of this SLA and included in the subscription costs.
  • In the event of a Software fault, the customer can contact the Support Helpdesk under defined conditions (see section entitled “6 Support Helpdesk”).

6. Support Helpdesk

6.1 Service Scope

The FuryBit Support Helpdesk provides technical support and help on all FuryBit products and services. It can be reached via email, Telegram messenger or website during the hours stated under 6.2 and under the following conditions.

The following aspects are covered by the Support Helpdesk:

  • System service interruption/outage;
  • System service updates/maintenance;
  • System service behavior that is not in line with what the customer’s users expect;
  • Support regarding functionality.

The following aspects are NOT covered by the Support Helpdesk:

  • Requests from third-party provider(s) of the customer;
  • Networks, devices, servers and workstations managed by the customer;
  • Requests regarding configuration and customization of FuryBit products and services.

6.2 Availability (Service Times)

The FuryBit Support Helpdesk is available on Business Days,

FuryBit provides language support in English on Business Days 7am – 5pm UTC.

6.3 Support Helpdesk Response Time

The Support Helpdesk Response Time is defined as the time from when FuryBit receives an support request from the customer to the time when FuryBit replies and starts working on the request. The Response Time is calculated based on the Service Times defined under 6.2. The maximum Response Times vary depending on the severity of the incident; the priority for resolution is determined by FuryBit when evaluating the customer’s request:

Priority for resolution Description of fault Response Time
High Use of the Software or substantial parts thereof or complete processes is impossible (e.g. login is not possible, or payments cannot be approved) 1 hour
Medium Use of the Software is substantially impaired, but basic use is possible (e.g. certain reports are not functional, a calculation is not correct, etc.) 8 hours
Low The Teamplify SaaS Service is available but exhibits minor problems not affecting the result (e.g. modules are available, but there are minor effects such as performance problems, graphics are not positioned correctly, or there are issues with displaying data) At FuryBit’s discretion
* Requests sent via email will always be initially treated as “Low” priority