SERVICE LEVEL AGREEMENT
Revision: March 2022
1.1. REQUESTS FOR SUPPORT. TS will respond to all support tickets created via the Support Portal. For customers who would like to sign up additional Support Users (admins) on the Support Portal please send a request to: firstname.lastname@example.org.
1.2. TELEPHONE SUPPORT is offered in Danish or English to Authorized Partners and Customers on a Premium or Enterprise Support Plan. Support hours: Monday – Friday 08:30 – 16:30 GMT+1 hour. For telephone support please call:
+45 2678 7658 or +45 3150 7377.
1.3. SUPPORT RESPONSE TIME. TS support shall respond to all such support requests in a timely and professional manner. For faults and defects blocking operations TS shall provide initial response time within 48 hours.
2. CUSTOMER HOSTING
2.1. UPGRADES. Upgrades are included in the Subscription Service and offered to all Customers on a regular basis. TS will make available the “upgrade package” as a single VAR file for installation on the Customer’s server. Customer will be responsible for performing the upgrade in accordance with the guidelines provided by TS.
3. TS HOSTING
3.1. ACCESS. TS shall make the Subscription Service available twenty-four (24) hours per day, seven (7) days a week with a minimum uptime level of ninety-nine percent (99%) measured on an aggregate quarterly basis. Such service availability does not, however, include regularly scheduled maintenance or any unscheduled downtime due to failures beyond TS’s control (such as errors or malfunctions due to Customer’s computer systems, local networks or Internet connectivity).
3.2. UPGRADES. Upgrades are included in the Subscription Service and offered to all Customers on a regular basis. Upgrades will be scheduled and conducted as per agreement with Customer admin contact. Upgrades can be scheduled outside peak environment usage time to minimize downtime. Upgrades for multi-tenancy environments are automatically delivered to all instances, so downtime will be limited.
3.3. MAINTENANCE. TS shall conduct scheduled service maintenance of the Service (“Scheduled Maintenance”) after normal business hours or on weekends, where possible. If this is not possible, TS support staff will work with the customer admin to minimize disruption during peak working hours. TS shall give the Customer at least forty-eight (48) hours prior notice of the exact date and time of such Scheduled Maintenance via e-mail or other timely means of communication.
3.4. DATA RETENTION AND RECOVERY. For environments hosted by TS data is secured through AWS redundant data structures. TS shall backup the environment as follows:
(a) daily full server backups, kept for 60 days
(b) monthly full server backups, kept for 2 years.
Backups will be stored in encrypted form, in a secure secondary data center location within the same region. TS shall implement sufficient measures to ensure that the backup data is accessible and maintained in a manner to enable restoration of the backup version of the Service in the event of a system malfunction or outage.
TS will ensure that Recovery Point Objective and Recovery Time Objective of environments are 24 hours, where possible. For data recovery of data older than 60 days a timeframe of 72 hours is required.
TS will restore the service to a mutually agreed backup point, as part of normal service delivery, if an issue in data integrity is seen, as the result of issues with the service being delivered i.e. issues with maintenance activities, the infrastructure, services or the application itself. TS does not guarantee to restore the data to a backup point, due to a customer end user having corrupted data or having incorrectly removed data from the system, whilst using the application or its API’s. The customer should reach out to TS and an assessment will be made on what can be done. This may incur additional cost.
3.5. SECURITY MEASURES. TS shall, at a minimum, take the following measures to protect environments hosted by TS:
- Multi-tenancy with shared server or Single-tenancy with dedicated server
- Encryption in transit (TLS 1.2 and security certificates)
- Encryption at rest (Luks Storage encryption)
- Firewall and security groups
- Resource monitoring and resource threshold alerting
- IP whitelisting available at Customer request (Single-tenants only)
- Role-based access control
- Full segregation of hosting environments from any standard TS internal network, ensuring segregation of duties and no service data transfer except for status and license reporting
- TS Multi-factor authentication can be enabled at Customer request