Schedule 3 - Service Level Agreement

Dataweavers Standard Edition

These Service Levels are annexed to and form part of this Agreement and govern the provision of Managed Services by Dataweavers for all software forming part of the Product provided under the Agreement.

Where a term is defined in the Agreement, that term will have a corresponding meaning in these terms and conditions unless a contrary intention appears in this schedule.

  1. Definitions
    1. Definitions

      In these Terms and Conditions, unless the context requires otherwise: Excluded Services means those services set out in clause 4

      Release means an update to the Product which is provided primarily to implement an extension, alteration, improvement or additional functionality to the Product or otherwise improve functionality or correct an error in the Product.

      Patch means software which has been produced primarily to overcome defects in the Product.

  2. Nature of services
    1. Obligation
      1. During the currency of the Agreement:
        1. Dataweavers will perform such services as it considers reasonable for the Customer in order to ensure the Product remains in substantial conformity with its specifications (Managed Services); and
        2. Monitoring and pro-active changes to ensure the continuous running of your Sitecore Environment; and
        3. Provide Business Hours support to the Customer and Approved Development Partners to rectify identified issues within scope; and
        4. Implementation of BAU Sitecore Environment changes limited to; scaling, End User access, Application of Security Patches, DevOps Build/Release Configuration and Sitecore Application configuration; and
        5. Dataweavers may provide New Releases from time to time.
      2. Where Dataweavers is providing Managed Services, such support must, at the sole option of Dataweavers, take the form of:
        1. telephone advice;
        2. email transmission correspondence;
        3. error correction by means of Patches or New Releases; and
        4. such services as Dataweavers considers are effectively provided off-site.
      3. Number of upgrades of the Customer environment
        1. As defined by the Upgrade Table in Schedule 2, Item 14.
    2. Support Requests
      1. During the currency of the Agreement:
        1. All Customer support requests must be submitted through our Request Portal, which will be acknowledged in inline with our severity level and target response time matrix.
    3. Third Parties
      1. During the currency of the Agreement:
        1. (a) Dataweavers will deal only and exclusively with the Customer or any of its Approved Application Development Partner when performing the Managed Services.
        2. (b) The Customer must appoint a suitably qualified or informed representative to deal with and be the first point of contact in relation to the Managed Services.
  3. Severity Level and Target Response Time
    1. Severity Matrix
      Severity Level Criteria Standard Support 24x7 Support
      Critical P1 Meets all of the following criteria: • Impacts the production environment; • A significant impact on site visitor's experience such as an outage, unacceptable performance, or poor buying experience impacting revenue; • No workaround is available. 1 Business Day 1 Hour (Issues must be followed up via Support Hotline)
      High P2 Meets one of the following criteria with no workaround available: • In a production environment, severe impact on content authoring or an intermittent issue impacting visitor experience; • In a production environment, issues highly affecting normal business operations or critical marketing capabilities; • In a pre-production environment, an immediate impact on deployment activities affecting imminent production project plans. 1 Business Day 2 Hours (Issues must be followed up via Support Hotline)
      Medium P3 Meets one of the following criteria: • In a production environment, intermittent impact and does not critically affect normal business operations; • In a production environment, impact of the problem is alleviated by the availability of a workaround; • In a pre-production environment, a moderate impact and does not critically affect business operations; • In a development environment, an immediate impact on a development activity affecting upcoming project plans. 2 Business Days 1 Business Day
      Low P4 Meets one of the following criteria: • In a production environment, causes minor or no impact on business operations; • In a non-production environment, causes minor development delays or impact of the problem is alleviated by the availability of a workaround; • Documentation related queries or requests for product enhancements; • Issues that do not meet any of the higher severity criteria. 3 Business Days 2 Business Days
    2. Target Response Time
      Severity Level Standard Support 24x7 Support
      Critical Dataweavers will make a best effort to work on the problem during Business Hours until it is resolved or a workaround is provided. Dataweavers will continue to work on the problem until it has been resolved or a workaround has been provided.
      High Dataweavers will make a best effort to work on the problem during Business Hours until it is resolved or a workaround is provided. Dataweavers will continue to work on the problem until it has been resolved or a workaround has been provided.
      Medium Dataweavers will make reasonable efforts to resolve the problem or provide a workaround. Dataweavers will make reasonable efforts to resolve the problem or provide a workaround.
      Low Dataweavers will make reasonable efforts to resolve the problem or provide a workaround if such a problem has not been resolved in the next maintenance release of the Product or Sitecore Software. Dataweavers will make reasonable efforts to resolve the problem or provide a workaround if such a problem has not been resolved in the next maintenance release of the Product or Sitecore Software.
  4. Support availability

    Dataweavers must provide the Managed Services between 0900 hours and 1700 hours on each Business Day. Dataweavers does not warrant that it will be capable of promptly receiving, processing or otherwise acting upon a request for Managed Services which is made outside these hours or that it can provide on-site Support Services outside these hours.

  5. Exclusions
    1. Latest release

      Dataweavers will not provide Managed Services to the Customer where the Customer has failed to implement a New Release, where such New Release has been provided by Dataweavers.

    2. Other Exclusions

      Managed Services to be provided by Dataweavers under this Agreement do not include (unless agreed otherwise between the parties):

      1. upgrade of Customer Code;
      2. correction of errors or defects caused by operation of the Product in a manner other than that currently specified by Sitecore or Dataweavers;
      3. correction of errors resulting from data migration or transformation, whether performed by Dataweavers or third parties;
      4. correction of errors or defects caused by modification, revision, variation, translation or alteration of the Product not authorised by Dataweavers;
      5. correction of errors caused in whole or in part by the use of computer programs other than the Product;
      6. correction of errors caused by the failure of the Customer to provide suitably qualified and adequately trained operating and programming staff for the operation of the Product;
      7. training of operating or programming staff;
      8. rectification of operator errors;
      9. rectification of errors caused by incorrect use of the Product;
      10. rectification of errors caused by the Customer or third-party equipment fault;
      11. the Customer or third-party equipment maintenance;
      12. diagnosis or rectification of faults not associated with the Product;
      13. third party materials;
      14. rectification of errors in the Customer's or third party’s data or Customer Code;
      15. furnishing or maintenance of accessories, attachments, supplies, consumables or associated items, whether or not manufactured or distributed by Dataweavers;
      16. correction of errors arising directly or indirectly out of the Customer's failure to comply with this Agreement or any other agreement with Dataweavers;
      17. correction of errors arising directly or indirectly out of any third party’s failure to comply with any agreement between that third party and Dataweavers;
      18. correction of errors or defects which are the subject of a warranty under another agreement; or to provide Support Services to any third party, at any location.