Software Technical Support Service Level Agreement (SLA)

*Section V. applicable only for the Software License Management Cloud solution

I. Overview

• This Service Level Agreement (SLA) describes the terms and conditions that apply to OpenLM’s commitment with respect to its product.

II. Purpose and scope

• The purpose of this SLA is to specify the various responsibilities and services that OpenLM shall provide to the customer. 
• The hereby SLA narrates the standard level of service that shall be provided by the OpenLM within the framework of security, including, availability of services, action to be taken in cases of a service failure, and response and repair times.
• OpenLM retains the right to change, update, or modify its SLA whenever needed. Changes will be communicated to the customer.

III. Description of service

• “Software License Management Cloud” is a solution (object of this SLA) created by OpenLM, that provides all the essential engineering software license tracking capabilities. 
• For the full description of the service, see the link.

IV. Definitions

• Service – OpenLMs’ software or product, in this instance referred to as the “Software Licence Management Cloud”.
• Uptime percentage – total number of minutes in a month, minus the number of minutes of downtime suffered from all downtime periods in a month, divided by the total number of minutes in a month. 
• Downtime period – means more than a ten percent error rate and is measured based on server side error rate.

V. Service Commitment

• OpenLM will use commercially reasonable efforts to make the service available with a Monthly Uptime Percentage, as described below. 
• In the event OpenLM does not meet the Monthly Uptime Percentage, the customer will be able to receive adjacent services, such as: 
  1. recording and monitoring the problems and concerns of the customer; 
  2. providing solutions to the issues mentioned by the customer;
  3. maintenance, support, and remote assistance;
  4. analysis of the root cause of the problem.
• Customers must consult Annex A which provides the documentation for engaging with support for assistance.

VI. Monthly uptime percentage

• The service level objective set by the company is:
  • Less than 99.0% but greater than or equal to 95.0%.
• The uptime percentage may be affected by: activities related to maintenance, deployments, and unforeseen errors. 

VII. Service SLA exclusions

• The uptime percentage may be affected by: activities related to maintenance, deployments, and unforeseen errors. 
• The Service Commitment does not apply to any unavailability, suspension, or termination of the service or any other service performance issues: 
  • caused by factors outside of our reasonable control, including any force majeure event or internet access, or related problems beyond the demarcation point of the service;
  • that result from any customer actions or inactions; 
  • that result from customers’ equipment, software, or other technology; 
  • that result from the customer not following the current technical documentation of the service;
  • arising from our suspension or termination of your right to use the service in accordance with our contract. 

VII. Other provisions

• This agreement should be reviewed at a minimum once per fiscal year.
• Alternatively of a review during any period specified, the current agreement will remain in effect. 
• Any changes to this document and its annexes will be communicated to the customers. 

Annex A – Work Instructions for Support

Support availability

OpenLM shall make support available 24/6, (Saturday is excluded in all time zones), in alignment with its customers’ operating hours. As many of OpenLM’s customers have a global reach, it is critical that there will always be a first line of support available. While local support may be offline, there will be another desk that can help.

Americas	Normal  operating hours from 08:00 to 16:30 (PDT) or 01:00 to 09:30 (UTC) extended hours from 16:30 to 08:00 (PDT) or 09:30 to 01:30 (UTC)
Europe & Middle East	Normal operating hours: 08:00 to 18:00 (CET) or 07:00 to 17:00 (UTC) Extended hours: 18:00 to 08:00 (CET) or 17:00 to 07:00 (UTC).
Asia Pacific & Australasia	Normal  operating hours: 08:30 to 17:30 (HKT) or 16:30 to 01:30 (UTC). Extended hours: 17:30 to 08:30 (HKT) or 01:30 to 16:00 (UTC).
Exceptions	Holidays & force majeure.  Help Desk services in another geographic location can be accessed outside normal operating hours. In addition, a service can be requested by email or by the Web Portal at any time. Incidents reported or services requested outside working hours will be processed and acknowledged during the next working day, unless the incident is critical and requires an emergency response.

Ticket leveling

High priority incident – the customer is unable to continue work, license servers are not available because of an OpenLM software malfunction or current usage data cannot be accessed:

• respond to customer within 4h;
• escalate within 8h;
• must be fixed within 48h (issue may require development work).

Medium Priority Incident – customer’s users can continue to work but interfaces that are dependent on OpenLM cannot operate. Real-time usage data is not currently accessible but will be recoverable:

• respond to customer within 8h;
• escalate within 48h;
• must be fixed within 120h.

Low Priority Incident – errors that do not impact productivity, but must be attended, like reporting errors, wording on screens, etc:

• respond to customer within 24h;
• escalate within 1 week;
• must be fixed with the next release (OpenLM has monthly releases).