Service Level Agreement

Effective starting: 29 October 2019
Effective starting: 29 October 2019
  1. Object & Definitions

      The object of the iStockist Service Level Agreement (SLA) is to define the scope and level of quality of the online ordering Service as well as the maintenance and support commitments that are applicable.

    1. Client Administrator: Administrator within the Client’s organization whose responsibility it will be to receive requests for information and assistance from the Client and to try to respond to them and be authorized to open and respond to Tickets.
    2. Service Level Agreement or SLA: the present document that defines the scope and level of the quality of the emailing Service as well as the maintenance and support commitments that are applicable for all self-service clients (with the exception of those clients on a Free Plan).
    3. System uptime: the total amount of time over a calendar month during which Clients are able to access the IT systems necessary for operation of the platform.
    4. SLA Premium Enterprise Clients: Custom enterprise clients having subscribed to SLA Premium features with corresponding costs. SLA Premium is available to any custom enterprise client, upon request.
    5. Support: as defined in Article 2.
    6. Fault: any repetitive and reproducible problem with the functioning of the Service, always excluding cases in which interruption or degradation to the Service is caused by a deliberate decision by the Service Provider made following behavior of the Client deemed to be abnormal or incorrect. All Faults may be classified into three distinct categories, depending on their criticality:
      1. Critical: any Fault causing (i) inaccessibility of the Client admin, or of the API, or (ii) inability of the Client to create/receive online orders.
      2. Medium: any minor fault in the functioning, enabling of access and use of the Service, with all its applications and/or features, even if they (access and use of the Service) have to be carried out via a bypass procedure and/or with a degraded performance rate (extreme slowness, random errors) and/or causing partial interruption to the online ordering function or blockage of a significant percentage of orders (over 10% of orders are systematically delayed over a 30 minute period).
      3. Low: any Fault not being that does not belong in the above Critical or Semi-critical categories (for example, unavailability or temporary lack of content updates of a ‘read only’ nature, such as reports and statistics).
    7. Service: means the iStockist solution that is hosted on the servers and/or cloud that Service Provider designates and that Client may execute remotely; Service offers various features, including, but not limited to, management of business to business stores with real-time monitoring of order history, product catalog management, inviting and managing customer access.
    8. Ticket: the folder, indexed by a unique identification number, created by the Helpdesk management tool when the Client indicates the existence of a Fault to Support, and in which each intervention by Support is recorded until the Fault is fixed and/or the folder is closed.
  2. Client Support
    1. The Service Provider offers client Support for the Service, by (i) responding to requests for information and assistance from the Client Administrator in relation to the use of the Service, it being understood that the Client Administrator alone may contact Support, and (ii) fixing Faults in relation to use of the Service that could not be solved by the Client Administrator, in spite of their best efforts.
    2. The Service Provider reserves the right to invoice the Client for any request for intervention by Support relating to basic level support (such as a fault linked to bad configuration by the Client or the Client’s technical environment, for example) that the Client Administrator did not seek to resolve on his own before contacting Support.
    3. Access to Support
      1. The Client Administrator may access Support by creating a Ticket by emailing support@istockist.com
      2. Before opening any Ticket or contacting Customer Success, an initial stage of diagnostics and analysis is to be carried out by the Client Administrator, particularly including:
        1. Obtaining all useful information from users concerned about the incident encountered and its reproducibility,
        2. Searching the FAQ database to check that the solution is not already available,
        3. An attempt to reproduce the incident,
        4. Checking the local network (firewall, proxy, etc.), – which the Service Provider has no means of control.
    4. Opening Hours
      1. Support Team – English language : 9am to 5pm (GMT)
    5. How Support Works
      1. Each time that a Ticket is opened, a folder is immediately created with a specific ticket number and information provided by the Client Administrator about the incident. As such, the Client Administrator is to communicate all information in their possession, such as system messages, copies of error messages, and documentation linked to the Fault in question.
      2. Support’s objective is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.
      3. Classification of Faults into one or other of the three categories above (Critical, Medium and Low Faults) will be definitive after qualification by Support.
      4. If a solution to a Critical or Medium Fault is implemented by Support, the Fault will be downgraded to a Fault of the next critical category and the time limit for fixing the Fault will be that associated with the new classification.
      5. A ticket will be closed and the Client is informed when: (a) the Fault is resolved; (b) no response is received from the Client Administrator to a request from Support for additional information required in order to fix the Fault; or, (c) written confirmation from Client regarding closure of an unresolved ticket.
      6. Notice will be sent to the Client Administrator via the Ticket, or by contact through the Customer Success Team, if applicable.
    6. Support Teams
      1. iStockist Support Team: first level of support when creating a Ticket via support@istockist.com. The Support team is based in Ireland and available 9am-5pm GMT.
      2. Technical Teams: Operational (Ops) and Development teams. Technical teams are exclusively contacted by iStockist Support teams.
      3. The Ops team is in charge of the iStockist hosting platform and are involved in the Support process when there is an issue with iStockist hosting platform (server issue, database issue, network issue…).
      4. Development teams are in charge of the development of the iStockist applications and services running on iStockist hosting platform and are involved in the Support process when there is an issue with iStockist applications.
    7. Support Process
      1. The following describes how a Client can contact iStockist, and how the iStockist teams interact to treat Client requests.
        istockist support

  3. Service Performance
    1. Service Availability
      1. The Service Provider will make every effort to enable access and use of the Service under the best possible technical conditions. However, the correct functioning of the internet in its entirety cannot be guaranteed and that losses of connection may be due to failures by technical intermediaries (i.e. all third party service providers beyond the control of the Service Provider, but whose service contributes, directly or indirectly, to delivery of the Service).
      2. In the event of an unexpected interruption to the Service, the Service Provider will take every possible measure to discover the cause and restore the Service in the shortest possible time. All unexpected interruptions of service will be notified via our Website.
      3. The Service availability rate is calculated as follows, and excludes planned maintenance periods, external network or technical intermediaries failures, or the case of force majeure:
      4. Application Availability [%] = (Application Uptime) / (System Uptime) × 100
    2. Planned maintenance periods
      1. Technical maintenance is defined as maintenance relating to the technical environment (hardware, operating systems, and networks) hosting the Service.
      2. The Service Provider agrees to take all possible measures in order to limit any inconvenience to the Client. In general, during maintenance periods, access and use of the Service may be temporarily suspended or degraded.
  4. Summary
    1. The Service Provider agrees to make every commercially reasonable effort to ensure that processing of Client’s data, most crucially the processing of online orders should be carried out in the shortest possible time.
    2. The response time following the opening of a ticket corresponds to the time elapsed between opening of the ticket on the Helpdesk and its handling by the Support Team
    3. With regard solely to processing orders, the Service provider will make every effort to respect the time limits set out in the table below.
      Indicator Measurement period Target values Tolerance or reliability index
      Availability of the platform Monthly App access (API) 98%
      Response time Critical Fault Monthly 4 Hours 98%
      Response time Medium Fault Monthly 8 Hours 98%
      Response time Low Fault Monthly 10 Hours 98%

    4. This time limit is only guaranteed under the following cumulative conditions:
      1. Account without any ‘rate limit’ (with no restriction on use),
      2. Excluding Client error (i.e. incorrect delivery address, incorrect configuration, incorrect source file),
      3. Excluding Client negligence (i.e. non respect of Terms of Use terms by End user or Client),
      4. Excluding thirty (30) day introductory period from first order processing ,
      5. Excluding significant alteration in the volume of orders processed for the Client,
      6. Excluding attribution by the Client of a low priority,
      7. Excluding planned maintenance periods.