SLA

Service Level Agreement (SLA)

Service Level Agreement (SLA)

This Service Agreement between E-time srl and the customer defines the level of service, the procedure through which the customer can request technical support or file a complaint for non-compliance with the service level, and request a credit for the period during which the service level was not met.

Service Commitment

E-time srl commits to providing a robust and fault-tolerant service, incorporating automatic recovery mechanisms in case of system failures. We prioritize the security and reliability of our service. Technical support is available for users who need assistance with accessing the system. Additionally, non-technical support is offered for issues related to billing and credits arising from interruptions.

For detailed information on our service commitment, including the scope of service, the responsibilities of both parties, and any exclusions, please refer to the full documentation provided in the SLA and Terms of Service documents available upon request. These documents outline the specific details of our commitment, ensuring transparency and clarity regarding Margot service.

Uptime

Uptime is calculated by dividing the total time the services are operational in a given month by the total time, including both operational and non-operational periods (uptime plus downtime) for that month. The resulting percentage is a key metric used to measure the reliability and performance of the services on a monthly basis.

The determination of uptime is subject to the level of support chosen by the Customer. For specific details and corresponding uptime commitments associated with each level of support, please refer to the outlined points below:

E-time srl does not guarantee availability for the Standard support level.
E-time srl guarantees at least 95% availability for the Professional support level.

Incident

Response Time

The incident response time depends on the level of support selected by the customer and the severity of the incident. (Business hours are expressed in Italian working hours, i.e., the Rome, Italy time zone.)

Critical: 2 hours

Medium: 16 working hours

Low: 48 working hours

Critical: 4 working hours

Medium: 8 working hours

Low: 24 working hours

Resolution time

Critical: 8 working hours

Medium: 16working hours

Low: 72 working hours

Critical: 4 working hours

Medium: 12 working hours

Low: 48 working hours

Recovery Point Objective (RPO)

The Recovery Point Objective (RPO) is dependent on the last backup. Daily backups of each database are performed at least once a day, ensuring an RPO of a maximum of 24 hours. For customers with Gold and Professional support levels, the frequency of these backups can be adjusted upon request, potentially at an additional cost. For detailed information on RPO options and associated costs, please contact our team.

On-Call Team Availability

Support is available only during business hours, unless otherwise agreed with the client. Any non-critical incident reported and classified as a Medium Incident or a Low/Routine Incident may incur an additional charge of €250 per each opened request.

In Case of Interruption

In the unlikely event that E-time srl fails to meet the above-mentioned Uptime commitment, E-time srl will offer service credits as compensation to the customer.

Margot credits (M) will be calculated based on the following formula:

M = S / 12 x 50 %

Where:

M represents the service credit
S represents the customer’s annual subscription cost as specified in the Order Form.

How to Request an SLA Credit

The SLA credit request must be submitted in writing within 30 days of the interruption it refers to, via email.

Compensation Payment

Compensation will be in the form of Margot usage credits and cannot be converted into cash or other forms of payment. All interruption periods and compensations are calculated by E-time srl and are based on the plan used by the customer. Once the interruption is verified, we will issue an SLA credit to be used on the invoice for the next billing cycle.

Uptime Guarantee Exclusions

E-time srl will do everything in its power to maintain the availability of your service. However, there are some events for which we cannot be held responsible and which are therefore excluded from our Service Level Agreement (SLA). The following events will be exempt from the Margot availability guarantee:

  • Scheduled interruptions or network/hardware/software maintenance: Any interruptions scheduled for maintenance purposes, whether for network or hardware improvements, are outside the scope of our availability commitment.
  • Customer-initiated redistribution: Events initiated by the customer, such as updates to custom extensions or Margot version upgrades, which result in service interruption.
  • Load caused by client queries or usage: This includes, but is not limited to, issues resulting from inaccurate installations, software configurations, or excessive resource usage.
  • Cloud provider errors or terminations: Instances where cloud providers, used by E-time srl to deliver the service, encounter errors or terminate the instance.
  • Hostile or abusive actions by third parties: Errors resulting from malicious actions by third parties, such as denial of service attacks, which violate the Agreement.
  • Technological errors on the client side: Instances where the system is unavailable due to failures in the client’s network, hardware, software, or third-party equipment.
  • Routing errors or other failures in intermediate or external networks: Errors caused by intermediate or external networks affecting service availability.
  • Errors beyond the reasonable control of E-time srl: Any errors arising from factors outside the reasonable control of E-time srl.
  • Features or services marked as Alpha, Beta, or deprecated: Services or features marked as Alpha, Beta, or deprecated are excluded from the SLA.

Definitions

Response Time

Response time for incidents is defined as the time between the formal reporting of an incident by the user via email and the acknowledgment of the incident by the Yookey support team through a reply to the email.

Resolution Time

Resolution time refers to the established timeframe for resolving reported incidents. It is the maximum allowable time within which the Margot team intends to address and resolve incidents based on their severity level.

Interruption

An interruption usually refers to a period during which a service, system, or network experiences a disruption or failure, rendering it unavailable or non-functional. During an interruption, users may be unable to access the services or resources that the system normally provides. Interruptions can be caused by various factors, including technical issues, hardware failures, software bugs, cyber-attacks, or other unforeseen events that disrupt the normal operation of a service or system.

Recovery Point Objective (RPO)

Recovery Point Objective (RPO) is a critical metric that indicates the maximum tolerable interval during which data might be lost or unrecoverable in the event of an incident. For our services, the RPO depends on the last backup, which represents the point in time to which data can be restored.

Severity Levels

A critical service or a significant part of the service is unavailable (users are unable to access).

A moderate issue preventing Rexpondo customers from performing critical functions within tight deadlines.

A minor issue that prevents Rexpondo customers from performing part of their tasks (performance degradation UI/UX issue).

Uptime

Uptime (Operating Time) refers to the percentage of time during each calendar month in which the services provided by E-time srl are operational and available for use by the Client and the Client’s Users through their Margot installation. Operating periods include the times when the services are functional.

E-time srl measures uptime based on the availability of the access functionality, which is a critical component of our service. Uptime is defined as the percentage of time during which the service’s access functionality is fully operational and accessible to users without undue delays or errors.

This comprehensive understanding of operational and non-operational periods ensures transparency in assessing the availability and overall performance of the service.