SaaS Service Levels & Time to Respond
I. Client Support
Support Hours
Stova’s Client Support hours will be 24 hours a day, seven days a week
Client Support Contact Details
Stova Client Support may be contacted by authorized Client users. Clients should contact Stova Client Support by the methods and in the order shown below:
| Support Portal | Online access to Client Support Portal via secure login on the Stova Platform. |
| Support Email Address | [email protected] |
| Support Telephone Number | Americas: +1.800.516.4265 EMEA: +44 845 077 2803 APAC: +61 2 8213 4259 |
II. SaaS Service Levels and Availability
Service Level Target Summary
| Availability of SaaS Services | 99.7% |
| Planned Downtime | Advanced notice is provided to clients (typically 14 days or more); no more than 12 hours in any 30-day period. |
| Support Hours | 24 hours/day; 7 days/week |
| Recovery Point Objective | 15 minutes |
| Recovery Time Objective | 240 minutes |
Availability
The SaaS Services will be available to Client at least 99.7% of the time each calendar month (the “Availability Target”).
For purposes of this SLA, “Availability” shall mean such times that the SaaS Services are accessible by Client, excluding (i) Planned Downtime, (ii) Emergency Maintenance Downtime, and (iii) downtime caused by force majeure events and other factors set forth in the section “Service Level Exceptions” of this SLA, which appears below.
Availability Level Calculation
The Availability Level in any calendar month is calculated in percentages as follows: (P-(H-E)) / P (* 100).
- H = Total downtime, in hours
- E = Availability Exceptions (Planned Downtime, downtime caused by acts or omissions of Client, Force Majeure events, etc.)
- P = Maximum Availability of the SaaS Services (24/7)
Example
A client had total possible Availability time (P) of 720 hours for a calendar month (30 days). During that month there was a total downtime in service time (H) of 8 hours. Out of these 8 hours, 2 hours were caused by the Client and 4 hours were Planned Downtime (E). Using the formula above, the total availability percentage for that month was 99.72%.
(720-(8-6)) = 718 / 720 = .9972 (* 100) = 99.72%
III. Downtime, Recovery and Backups
Planned Downtime
Stova may occasionally undertake routine maintenance, system updates and other scheduled downtime (“Planned Downtime”). Advanced notice of Planned Downtime is provided to clients, typically at least 14 days in advance. Any Planned Downtime shall be scheduled during off-peak hours on weekends and holidays whenever possible. An event of Planned Downtime shall last approximately 20 minutes, during which there may be no backend or frontend availability. We strive to keep Planned Downtime to a minimum, but in any event, no more than 12 hours in any 30-day period.
Emergency Maintenance Downtime
Intentional downtime of the Services other than Planned Downtime, undertaken on an as-necessary basis for emergency maintenance purposes, the installation of critical security patches, and other activities of a similar nature. We will strive to keep Emergency Maintenance to a minimum, as necessary in the event of actual or threatened system failures, attacks, security breaches or other occurrences that are reasonably likely to cause significant and material damage to the SaaS Services or data security systems if not addressed in a time-sensitive manner.
Recovery Point Objective & Recovery Time Objective
Our standard Recovery Point Objective (RPO) for Core is 1 hour with the Recovery Time Objective (RTO) of 12 hours.
Onsite applications have an RPO committing to no data loss, with an RTO of 2 minutes.
For Enhanced Reg:
| Service Failover to Alternate AZ | WebApp, Container, Network, or Hosting Facility failure or outage | < 30 Sec | < 5 Sec |
| Hot Failover to DB from Primary to Alternate instance | DB fails over to alternate instance after errors or timeout on the primary. Handled automatically by Database Availability Group services. | < 15 Min | Nil |
| Restore from Short Term Backup | Database Error | < 12 Hours | < 1 Hour |
| Restore from Long Term Backup | Database Corruption or Loss | < 12 Hours | < 1 Week |
Backup Recording and Storing
The Stova Platform is backed up twice per day. The data from Stova applications are continually stored and secured in a database and will be available a minimum of 3 months from the termination of the agreement.
Daily copies of backups are made in redundant locations, with a backup cycle of 35 days (daily for 35 days, and after 35 days, a month-end copy is archived).
Business Capacity Management
All elements of the solution are highly scalable so client expansion is not expected to present any challenges to capacity, although if significant or sudden deviations are foreseen, Client is recommended to inform Stova to ensure alignment.
IV. Service Availability Credits
Credit Eligibility
In the event that the Stova SaaS Services fail to meet the Availability Target of 99.7% in any given calendar month, client may receive a Service Credit. In order to be eligible for this Service Credit, Client must have reported applicable downtime events to Stova Client Support via the support portal, email or by telephone, and must submit a written claim for a Service Credit as set forth below.
Credit Levels
If the SaaS Service Availability is less than 99.7 % per month, Stova shall provide a Service Credit as follows:
For each 0.1% reduction in Availability in any calendar month, Client shall receive a credit applicable against its next annual installment of Fees equal to 0.05% of the amount of such Fees. Monthly credits shall accrue and be applied in the aggregate against the next annual Fee payment. In the event there is no subsequent annual Fee due, Client shall receive a refund at the end of the applicable annual term period.
Example
The Client’s next annual fee payment installment equals $20,000. 0.05% of the amount of such Fees = $10.
So, for each .1% reduction in Availability, the client gets a credit equal to $10.
For the month of April: Availability Level Achieved: 99.0%
Delta in Availability Target Level (99.7%) vs. Availability Level Achieved = .7%
So, 7 * $10 = $70 credit accrues for the month of April.
This Service Credit shall be Client’s sole financial remedy with respect to any failure by Stova to meet its Availability Target.
V. Service Level Claims
If Client determines that Stova has failed to meet any of the availability commitments set forth above, it may apply for a credit within 60 days of the month in which the downtime occurred by submitting a written claim notice to the Client Support Portal or by emailing [email protected] with the subject line “Attn: SLA Claims.” In the claim notification, Client must submit the date and time of the beginning and end of the failure; a detailed description of the failure; and the name and contact information of the person submitting the claim. Stova will respond to the claim within ten business days of receiving the claim notification.
VI. Service Level Exceptions
The Availability Target levels and Service Levels set forth in this SLA do not apply to any SaaS Service downtime caused by factors outside of Stova’s reasonable control, such as (i) any force majeure event (including but not limited to natural disaster, act of government, civil unrest, act of terror, strike or other labor problem (other than one involving our employees), (ii) delays, delivery failures or other losses in internet service providers or other third party communications networks or systems (including but not limited to unavailability of Amazon Web Services), (iii) issues with any non-Stova application, (iv) a denial of service attack, (v) delays or failures that result from any act or omission of Client or any third party, and/or (vi) unavailability that arises or that result from delays or failure in Client’s equipment, software or other technology and/or third party equipment, software or other technology.
Additionally, Stova may, at its option, temporarily suspend any SaaS Software Service(s) upon notice to Client for any of the following reasons, and such suspension will not be regarded as a failure of Availability under this SLA: (i) Stova reasonably believes that Client’s use of the SaaS Services interferes with (A) the normal stability or performance of the Services or the Platform or (B) any other customer’s use of the Services or the Platform, (ii) payment of any undisputed invoiced amount is overdue and Client fails to pay the overdue amount within 10 days of Stova’s written notice; (iii) Stova reasonably believes that its continued provision of the Services would cause either party to be in violation of Applicable Law; or (iv) Client breaches any obligation relating to Stova’s Intellectual Property Rights. The parties will cooperate in good faith to resolve any of the foregoing circumstances, and the relevant Service(s) shall be restored at such time as Stova determines, in its reasonable discretion, that such circumstance has been resolved.
VII. Incidents and Response Times
Incident Reporting
“Incident” means a failure of the Stova Services (including the SaaS Services, Venue Sourcing Services and Mobile App Services) or any portion thereof, to function and perform in conformance with applicable Documentation, or any other occurrence that renders the Services, or any portion thereof, unfit or unavailable for use or deficient in quality and performance.
When experiencing an Incident, Client may report it by submitting a support request to Stova's Client Support Portal or by otherwise contacting Client Support via phone or email. Client shall provide all material information necessary for Stova to perform an initial evaluation of the Incident. As part of Stova’s initial evaluation, Stova will classify the priority level of such Incident. The priority level of an Incident will be determined by Stova in its sole discretion based upon information received from the reporting Client.
Incident Priority Levels
| Priority Level 1 | An Incident that renders the SaaS Services and/or any other product or Service provided by Stova to Client, or any material portion thereof, completely inoperable and unusable; causing users to experience a total loss of service resulting in a critical business impact; a work-around is not available. |
| Priority Level 2 | An Incident that substantially impairs Client’s use of one or more material features or functions of the Services; operations are severely restricted and there is a major disruption of work; also includes a complete inability to use a secondary feature or function of a Service; a work-around may be available. |
| Priority Level 3 | An Incident that has a minimal impact on the performance or operation of one or more Services; minor impact on users; or an Incident in a test or other non-production environment; a work-around is available. |
| Informational | General requests for information, documentation or directions. |
Incident Response Times
Initial Response. Stova will promptly, but in any event within the initial response times set forth below, provide an Initial Response to Client. An “Initial Response” shall include (i) Stova’s acknowledgement of the relevant Incident, (ii) the priority classification of such Incident, and (iii) Stova’s initial proposal for addressing the Incident, including a good faith estimate of how long it may take Stova to provide a Work-Around or Resolution.
Matrix: Mean Times to Respond and Resolve
| 1 | Immediate, but in no event to exceed 60 minutes | Resolution: 8 Hours | Every Hour. |
| 2 | 4 Hours | Work-Around or Resolution: 5 Business Days | Every Business Day. |
| 3 | 8 Hours | Work-Around or Resolution: 15 Business Days | Every 4 Business Days |
| Informational | 1 Business Day | An answer will be provided within 5 Business Days. | N/A |
Response Time and Resolution Targets
The response time is measured from the time that the Incident was first reported to Stova’s Client Support by the Client. Stova and its Client Support team will use reasonable efforts to meet the response and resolution targets set forth above.
For purposes of Incidents and Response Times:
“Work-around” means a solution, fix or change with respect to an Incident that (a) reasonably remedies or circumvents the Incident on a temporary basis, pending a Permanent Resolution, and (b) allows the affected Service(s) to operate without any material loss of functionality or degradation of performance. A workaround may consist of, among other things, specific administrative measures, alternative steps or programs, or a temporary patch.
“Resolution” means a solution to an Incident that permanently remedies such Incident without any material loss of functionality or degradation of performance in the relevant Service(s).
“Status Updates” may be made by Stova to Client by telephone, email or such other means as may be reasonably agreed by the parties, no less frequently than the timeframes identified in the chart above.
VIII. Service Levels and Incident Response Review
This Addendum concerning Service Levels and Incident Response Times will be reviewed as needed, but at minimum once every year. Client will be notified of any material changes to this Addendum.