Service Level Agreement

LEARN MORE ABOUT OUR Service Level Agreement (SLA)

Service level agreement

Last updated: April 2019

This Service Level Agreement (“SLA”) is provided to Company in connection with its execution of the Mono Solutions Software as a Service Agreement (the “Agreement”), of which it forms a part. Capitalized terms not defined herein shall have the meanings ascribed to them in the Agreement.

This SLA sets forth the terms upon which Mono will provide Company an acceptable level of availability and performance of the Solutions.

Section Overview

1. Scope of Agreement

Table 1, Vendor Provided Services in scope of this SLA

  • (1a) Hosting Facility Service
  • (1b) Operations/Monitoring Services
  • (1c) Application Administration and Software Maintenance/Upgrade Services
  • (1d) Problem Management/Company Support Service


Table 2, Service Items 

2. SUPPORT SERVICE LEVELS – HELPDESK 

3. PROCEDURE FOR INCIDENT REPORTING

  • Table 3, procedure for reporting incidents (bugs)

4. PROCEDURE FOR ESCALATION

5. SEVERITY LEVELS

  • Table 4, severity level definitions

6. RESPONSE TIMES

    • Table 5, Response times

    7. AVAILABILITY & PERFORMANCE SERVICE LEVELS

    1. Scope of Service Level Agreement

    Mono will provide Company with application, infrastructure, and operational support for Solutions.

    This SLA shall be operative throughout the Term of the Agreement, unless otherwise set forth herein or in the Agreement.

    Mono shall have responsibility to the following Solutions, whether provided directly by Mono or by a third-party vendor engaged on behalf of Mono to provide such portion of the Solutions (in whole or in part):

    Table 1: Mono Provided Solutions Subject to this SLA:

    SERVICEIncluded

    Hosting Facility Service (1a)

    Yes

    Operations/Monitoring Services (1b)Yes
    Solution Administration and Software Maintenance/Upgrade Services (1c)Yes
    Problem Management/Company Support Service (1d) – see further specification of Service Items in table 2Yes



    (1a) Hosting of Solutions:

    Mono will host the Solutions in a managed server environment in accordance with the service levels set forth in the "Service Levels" section.

    Mono may use 3rd party hosting providers such as but not exclusively Amazon Web Services (AWS) to host the solution and websites.

    Mono generally allows free traffic on all Sites hosted through the Solutions. Notwithstanding the foregoing, Mono reserves the right to (i) discontinue the provision of the Solutions, (ii) to place a limitation on the bandwidth used by or otherwise limit or circumscribe access to any Site, and/or (iii) to remove any Company Data from a Site, in the event such Site is exploiting the general availability of free traffic, otherwise placing a disproportionately large load on Mono’s servers, or as necessary to prevent security breaches of the Solutions to such Site or the Solutions. Under no circumstances shall Sites be used for external storage of large quantities of files accessible for free download or streaming services. Sites are intended to be used as a display-area or sales-window for real, physical, and legally accountable businesses and people.

    Mono is not responsible for any problems due to server malfunctions to the extent such servers are the responsibility of Company.

    Third Party Services are specifically excluded from this SLA and service level commitments with respect to such Third Party Services, if any, shall be set forth in the Third Party Service Terms.


    (1b) Operations/Monitoring Services:

    Mono regularly and actively monitors the Software and Solutions, ensuring that they are available and accessible to the Company. This includes:

    • Data center operations and network operations (including ensuring that the Solutions have suitable Internet connectivity (when hosted by Mono as opposed to the Company);
    • Server monitoring (including disk space, memory and CPU utilization) via hardware and software tools;
    • Electricity (including UPS), other utilities, and environmental conditioning.
    • Informing the Company of any issues, errors, malfunctions or bugs that result in the Solutions becoming unavailable in contravention of the Service Levels set forth herein. Notifications in relation to disturbance or unavailability of the Solutions will be published on the online status page: http://www.mono-status.com.
    • Restoring the availability of the Solutions in the event of any malfunctions to Software and/or Technology under Mono’s control.



    (1c) Solution Administration and Software Maintenance/Upgrade Services

    Solution administration and Software maintenance / upgrade services include the following:

    • Network and equipment maintenance (including replacements and spares) for the Solutions.
    • Installation, maintenance, and support of server operating system, web server software, and all utility support software (including upgrades, service packs, and security patches).
    • Server capacity planning including software and hardware upgrades to meet capacity needs.
    • Database administration and database performance tuning.



    (1d) Problem Management/Company Support Service

    Mono shall provide Company support service (the "Support Service") for the investigation and rectification of bugs and Software/hardware malfunctions of the Solutions in accordance with the Service Levels set out in this Agreement in table 2, Service Items:

    Table 2, Service Items

    SERVICE ITEM NAME
    Online Support (2nd or 3rd level) through the ‘Helpdesk’Jira Service Desk
    Error CorrectionIncluded
    Customizations in configuration or functionalityExcluded unless specifically agreed in Contract
    Response Times for Support IssuesSee Table 5, Response times


    Support Services do not include the following:

    • Direct Contact with Customers (1st and 2nd Level Support) including response to calls from Customers (1st and 2nd Level Support);
    • Efforts relating to independently solve problems and address questions raised by Customers, which may be answered by consulting the technical information and/or educational materials provided by Mono and requirements set out in the EULA Requirements, including but not limited to platform and browser specifications;
    • Enhancements, developments or additional modules designed to add capabilities and/or features to the Solutions undertaken by anyone other than Mono, including without limitation, the addition of javascript, html and/or custom CSS). Software/hardware malfunctions due to a correction, alteration or modification of the Solutions not provided by Mono and/or malfunctions due to the combination of the Solutions with other software and/or hardware not provided by Mono.
    • Software/hardware malfunctions due to the occurrence of any event of Force Majeure;  
    • Software/hardware malfunctions due to electrical power fluctuations or failures or other environmental problems;
    • Software/hardware malfunctions due to the neglect or misuse of the Solutions or other failure to comply with the instructions set forth in the API Documentation or otherwise provided by Mono, including as set forth in the Agreement and the EULA Requirements;
    • Software/hardware malfunctions due to the failure to promptly install the right browser version in accordance with the EULA Requirements; or,
    • Software/hardware malfunctions due to a malfunction of the Customer’s platform as specified in the EULA Requirements.

    2. Support Service levels - Helpdesk


    The Company shall have access to an incident management system chosen by Mono (JIRA SERVICE DESK). All incidents (bugs and Company Input for future development) shall be reported, and handled in the incident management system as instructed by Mono.

    The incident management system will be open for reporting 24 hours a day, 7 days a week, 365 days a year, including official holidays, subject to occasional updates and service windows from time to time.

    Normal Business Hours for the Helpdesk are:

    • North and South America: 09 AM to 5PM EST – Monday to Friday*
    • Europe, Middle East and Africa: 09 AM to 5PM CEST – Monday to Friday*
    • Asia: 09 AM to 5PM CEST – Monday to Friday*

    *excluding bank holidays and other public holidays.

    Incidents must be reported according to the procedure and documentation-level defined by Mono (See Section 3, Procedure for Incident Reporting).

    When reported according to the correct procedure by the Company, incidents will be classified by the Helpdesk after severity according to the definitions set forth in table 3, Severity Levels.

    Outside of normal business hours, incidents classified at Severity Level: Blocker or Critical will receive due attention in accordance with the timeframes set forth in table 5, Response Times. All other incidents and Severity Levels reported outside normal business hours via Mono’s incident management system will be logged and addressed in due course during the Helpdesk´s normal business hours.


    3. Procedure for incident reporting

    The Company's point of contact will endeavor to determine the source of the error and make all reasonable efforts to recreate and document the error thoroughly.

    If the Solutions and/or Software are the source for the error condition, the Company's point of contact will immediately submit an incident report to Mono containing a description with enough relevant information for Mono to able to troubleshoot the issue. The procedure for incident reporting and the information required to submit a complete incident report is summarized in table 3, Procedure for Reporting Incidents (Bugs).

    Mono will respond to the initial incident report received from the Company with a receipt and acknowledgment of the error and either accept the severity level or change it to the appropriate severity level (according to the definitions set forth in table 4, Severity Levels) within the time periods specified in the table 4, Response times.

    Mono will start work within the timeframes set out for each severity level in Section 6, table 5 Response times.


    TABLE 3, PROCEDURE FOR REPORTING INCIDENTS (BUGS)

    Step ActionResponsible
    1

    Investigate error. This should always include:

    1) Analyzing the cause of the error and testing if the issue is occurring for a specific Site only or is a general issue across accounts and multiple Sites.

    2) Consulting available documentation on how the Software and Solutions are intended to work.

    3) Gathering all relevant details about the issue.

    Company
    2
    Report incident (BUG). This should always include: 


    1) Raising a ticket in the Incident Management System (JIRA Service Desk).

    2) Providing a summary of the BUG

    3) Providing details of the problems.

    4) Providing steps to reproduce the issue.

    5) Providing information on expected behavior.

    6) Priority

    7) Site ID

    8) Environment (Company account or system affected, e.g. Editor)

    9) Attachments (Screenshot or the like showing the bug)

    Company
    3

    1st response – Confirmation receipt

    Confirmation and receipt that the incident report has been received. It is now waiting in the Helpdesk queue.

    Mono
    4

    2nd response - Acknowledgement / request for further information

    The incident report is confirmed and the incident has been or is being investigated by the Helpdesk. The severity level is either accepted or adjusted to the appropriate level. If more information is needed, the ticket request will be sent back to Company. After Acknowledgement, the issue is now waiting in the resolution queue per the SLAs in table 5.
    Mono
    5

    Resolution - Closure

    The incident has been resolved by the Helpdesk and the Company is notified about the resolution and details of the resolution type in the ticket request.

    Mono



    Mono’s obligations under the procedures set forth above are conditioned upon the Company:

    • Giving notice of the error in question by the designated Point of Contact to the designated persons at Mono in accordance with the procedures set forth above;
    • Conveying an accurate description of the error, analyzing the cause of the error, re-creating (to the extent possible) the error and providing any error related information as may be required by Mono, as well as access (via direct link if necessary) for Solutions test and maintenance;
    • Providing information concerning the appropriate system configuration and reasonable access to the Company's personnel, premises, equipment, and expertise;

    Mono is not responsible for any problems due to server malfunctions to the extent such servers are the responsibility of the Company.


    4. Procedure for Escalation

    Mono will manage the resolution of each error using the procedures described in Section 3.

    The Company may request escalation where it reasonably believes that insufficient progress is being made to resolve an error according to the time tables and procedures agreed in the SLA.

    The procedures and channels for escalation are:

    • 1st escalation / request for status; Escalation directly to the Helpdesk (for example via Slack Channel if one has been made available for the Company). Any escalation should always include link-reference to a ticket in the Incident Management System (Jira Service Desk).
    • 2nd escalation: E-mail to named Contact Person at Mono (Partner Success Manager or Partner Operations Manager). The escalation should always include link-reference to a ticket in the Incident Management System (Jira Service Desk) as well as the reason for the escalation.
    • Final Escalation: Email to COO or CEO with link-reference to a ticket in the Incident Management System (Jira Service Desk) as well as the reason for the escalation.


    5. Severity Levels

    The severity level (“Severity Level”) for any given error raised to 2nd Level (as defined herein below) will be determined by Mono in accordance with the following definitions:


    TABLE 4, Severity Level Definitions:

    Severity LevelLabelDefinition*Issue is characterized byExamples
    1BlockerThe Solutions in their entirety are totally inoperative or inaccessible.
    • The Solutions are non-operational as a whole - AND; 
    • Affects all users/accounts/ Customer live Sites- AND;
    • Immediate and severe commercial or operational impact.
    • Many Customer LIVE Sites are not responding. 
    • The Site editor or Reseller Admin Interface ( RAI) is completely inaccessible
    2CriticalThe Solutions in their entirety are severely impaired.
    • A critical operational part of the Solutions is impaired in a way that severely impacts Company´s operations AND; 
    • It is affecting all or most users/accounts/ Customer live Sites AND;
    • With potential for severe commercial impact AND;
    • There is no alternative processing, fix or workaround.
    • A general experience of very slow response times or time-outs on Customer live Sites (many, not just a few).
    • A business-critical process in RAI or the Editor is not working properly – e.g. Can´t create new Sites at all OR) Editor does not save any changes at all OR SSL´s across all accounts are not working.
    3MajorA general malfunction in the Solutions that causes urgent loss of a major functionality.
    • Affects many users/accounts/Customers; 
    • Impairs the Company´s workflow/operations in general
    • Has Moderate commercial impact for the Company (beyond just one user/account/Customer)
    • The preview feature is not working
    • Cannot upload assets to the Editor´s file library.
    4MinorMalfunctions causing the loss of a few minor functions within the Solutions.
    • Affects one or more users/accounts/Customers 
    • Minor commercial impact on the Company's business
    • The Solutions (in their entirety) is operative with some functions being broken/limited.
    • A general error in a module that impairs it´s intended functionality. 
    • A service issue with a limited number of Customer domains or SSL certificates.
    5TrivialMalfunctions in the Solutions of cosmetic nature or insignificant business impact.
    • Causing a slight inconvenience
    • No commercial impact on the Company's or its Customers’ businesses. 
    • Affects one (or a few) user/account/Customer 
    • A workaround or alternative fix/process exists
    • Letter Spacing
    • Browser compatibility issue with a font or similar

    *For clarity, with respect to all reported issue-types, no classification shall be assigned to issues arising from hardware, software or services for which the Customer is responsible, such as custom CSS Code or any Third Party Services.


    6. Response times 

    Mono will start work within the timeframes for each severity level set out below in table 5 Response times. This is to: identify an initial work-around, temporary fix, or correct the error, within the time frames specified in table 5, or in the event the error reported is Minor or Trivial, notify the Company that the error reported is a known error and will be resolved in a future release of the Mono Services.


    Table 5, Response Times

    The following timetable depends on the hours being ‘Normal Business hours” as defined in Section 2 above.

    SEVERITY LEVEL (as defined elsewhere)Response
    ActionConfirmation / Receipt withinAcknowledgement withinResolution from Acknowledgement within (during business hours)
    (1) Blocker*10 min60 min4 hours*
    (2) Critical10 min2 hours6 hours
    (3) Major10 min5 hours36 hours
    (4) Minor10 min12 hours72 hours
    (5) Trivial10 min24 hoursNext Major Release
    Non-Error**10 min48 hoursN/A


    * Blockers raised outside of Normal Business Hours requires that the Company accompanies the Blocker/Critical ticket by a notification to Mono via telephone at

    EMEA Regions: +45 78 75 95 10  

    US Region: +1 720 605 5586

    ** Non-Errors can be questions, tasks, enhancement requests or other issues types than bugs. Resolution time is not applicable as it depends heavily on the type of request.


    7. Availability & Performance Service Levels

    The Availability Service Level (System Uptime) for the front end of the Solutions (which includes the Solutions and Sites hosted on Mono) is 99.5%.
    Down time due to Force Majeure events shall not be included when establishing Availability Service Level.
    The availability of the Web Presence Solution shall be monitored continually by Mono.
    The Availability Service Level is stated as a percentage and is calculated as follows: Service Level percentage = A / (B - C) * 100

    Where:

    A
    =
    Actual total hours available to Client over the last 1 month/s
    B
    =
    Total hours over the last 1 month/s
    C
    =
    Total planned downtime over the last 1 month/s