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.
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.
For the purpose of this SLA, the terms in bold below are defined as follows:
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“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.
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“FuryBit Cloud” means the network within FuryBit’s sphere of control.
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“Business Days” means Monday to Friday excluding January 1 and December 25.
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“Business Hours” at FuryBit means from 7am – 5pm UTC on Business Days.
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“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
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“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.
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“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.
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“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.
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“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.
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“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.
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“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.
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“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.
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“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.
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“Recovery Time Objective” or “RTO” means the duration of time within
which the Teamplify SaaS Service must be restored once it becomes un-Available.
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“Scheduled Downtime" is downtime for Scheduled Maintenance
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“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.
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“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.
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“Total Monthly Minutes” means the number of days in the month multiplied
by 1,440 minutes per day.
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;
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make every effort to be available to FuryBit during the resolution
of a service-related incident or a request.
This SLA shall apply to the SaaS Service for the duration of the contract for SaaS Service.
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.
FuryBit provides the following recovery attributes:
- Recovery Time Objective (RTO) - 8 hours
- Recovery Point Objective (RPO) - 8 hours
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.
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:
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There must be a support ticket documenting the reported un-Availability within
five (5) Business Days of the end of the service interruption;
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There are no invoice amounts on the customer’s account on which the customer is in default;
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The customer must notify FuryBit at least by 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.
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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.
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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.
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In the event of a Software fault, the customer can contact the Support Helpdesk
under defined conditions (see section entitled “6 Support Helpdesk”).
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.
The FuryBit Support Helpdesk is available on Business Days,
FuryBit provides language support in English on Business Days 7am – 5pm UTC.
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
