Service Level Agreement
SERVICE LEVEL AGREEMENT (“SLA”) FOR THE TRAZER SYSTEM
This document contains the supplementary provisions on availability, maintenance, and response and recovery times for the software as a service (SaaS) provided by Trazer Inc. and the associated storage space. Please read this SLA carefully as it is the version in force at the time you enter into a subscription agreement. If you have questions or comments about this agreement, please do not hesitate to contact us.
1. Subject Matter of the SLA
This SLA shall apply to the TRAZER System provided by Trazer Inc.. Trazer Inc. shall provide a highly secure and available network to the level contractually agreed, in order to supply its customers with the Contractual Services. Trazer Inc. makes every possible endeavor to provide customers with constant access to the TRAZER System. The SLA also contains provisions on the rights and remedies for the customer in the event that it experiences a service interruption as a result of a failure of the TRAZER portal.
For the purpose of this SLA, the terms in bold below are defined as follows:
- “The TRAZER System” refers to the online TRAZER Portal and TRAZER Software.
- “Available” or “Availability” means when the customer has unrestricted access to the portal provided by Trazer Inc., subject to the exclusions defined under “Downtime” below.
- “Trazer Inc. Cloud” means the network within the Trazer sphere of control.
- “Business Days” means Monday to Friday excluding the third Thursday in November, (Thanksgiving Day), January 1 and December 25.
- “Business Hours” at Trazer Inc. means from 8 a.m. – 5 p.m EST Monday – Friday.
- “Downtime” means the total number of minutes, outside Scheduled and Regular Maintenance periods, that the customer cannot access the TRAZER System. The calculation of Downtime excludes the time that the customer is unable to access the TRAZER System due to any of the following:
- Scheduled Downtime
- Customer’s own Internet service provider
- Force majeure event
- Any systemic Internet failures
- Any failure in the customer’s own hardware, software, or network connection
- Customer’s bandwidth restrictions
- Customer’s acts or omissions
- Anything outside of the reasonable control of Trazer Inc.
- “Emergency Maintenance” is any maintenance by Trazer Inc. of which the customer has less than 5 Business Days’ advance notice. Trazer Inc. may schedule Emergency Maintenance if it is deemed necessary to avoid any immediate threat to the environment or customer sites. Maintenance Notifications will be sent to the customer’s support contact as defined by the customer.
- “Failover Tests” means testing of mission-critical systems which may be performed in order to ensure that Trazer Inc. maintains the highest level of preparedness. These tests will fall outside the weekly maintenance window and the customer will be informed at least 20 Business Days in advance. During the failover testing, customers will experience brief periods of system unavailability.
- “Maintenance Notifications” means communication from Trazer Inc., via an email to the customer’s designated support contact, regarding the date and time that Trazer Inc. intends to make the TRAZER System unavailable. The customer understands and agrees that there may be instances where Trazer Inc. needs to interrupt the TRAZER System without notice in order to protect the integrity of the TRAZER System due to security issues, virus attacks, spam issues, or other unforeseen circumstances.
- “Maintenance Time” means the time period during which the TRAZER System may not be available each month so that Trazer Inc. can perform routine maintenance as needed to maximize performance.
- “Persons Authorized to Issue Instructions” refers to a main and backup representative of the customer responsible for receiving communications from Trazer Inc. and authorized under the Data Processing Agreement to issue instructions. Trazer Inc. must be informed promptly, at least by email, in the event of personnel changes, including when staff leaves or change roles.
- “Regular Maintenance” means maintenance performed as Trazer Inc. strives to ensure the highest level of availability for all customer sites. To do so, regular maintenance may require Trazer Inc. to take systems offline for brief periods of time in order to implement Updates, Releases, or changes. Trazer Inc. reserves the right to carry out Regular Maintenance once per week outside of traditional Business Hours.
- “Response Time” means the time period until Trazer’s confirmation of the reported defect, from receipt of the information required from the customer for Trazer’s support team to begin resolution and open a support ticket in Trazer’s systems. After receiving a report of a defect, Trazer shall use an appropriate method to provide the customer with a progress update, as described in your original agreement.
- “Recovery Point Objective” or “RPO” means the maximum period contractually permitted under Section 4.3 in which data stored or transmitted in the TRAZER System might be lost.
- “Recovery Time Objective” or “RTO” means the duration of time within which the TRAZER System must be restored once it becomes unavailable.
- “Scheduled Downtime” is downtime for Scheduled Maintenance.
- “Scheduled Maintenance” shall be understood here to mean maintenance that occurs when Trazer Inc. detects an issue in the Trazer Inc. Cloud environment that requires action to avoid unscheduled maintenance in the future. Trazer Inc. reserves the right to schedule extended maintenance of the Trazer Inc. Cloud environment impacting on the TRAZER System with a minimum of 5 Business Days’ notice provided to the customer unless certain circumstances preclude Trazer Inc. from doing so, such as an external vendor issuing a change control to Trazer Inc. with less than 5 Business Days’ notice. All Scheduled Maintenance will take place outside of Business Hours.
- “Service Level Credit” means a credit applied to the customer’s invoice in the invoice period following successful confirmation by Trazer Inc. of affected the TRAZER System metrics.
- “Total Monthly Minutes” means the number of days in the month multiplied by 1,440 minutes per day.
3. Customer Responsibilities and Obligations to Cooperate
It is the customer’s responsibility to ensure that it meets the following obligations to cooperate and that it does so at no cost to Trazer Inc.:
- For non-military clients – have an Internet connection with adequate bandwidth (specified and documented in the Terms of Service Description);
- Use an Internet browser in accordance with the Software’s minimum requirements (specified and documented in the Terms of Service Description);
- The customer is entitled to name up to four (4) employees for each site by email, with names and contact data for verification, who can contact the Support Helpdesk provided by Trazer Inc. The customer must inform Trazer Inc. immediately (within one business day) of any change in the named employees (Super Admins, Site Admins, and/or Providers). The list shall be kept up to date by the customer;
- Provide Trazer Inc., at least by email, with up-to-date information on the Authorized Users (Super Admins and Site Admins) to Issue Instructions, such as personnel changes;
- Report all incidents or issues to the Support Helpdesk promptly;
- Make every effort to be available to Trazer Inc. during the resolution of a service-related incident or a request.
4. Support Levels
4.1 Term of the SLA
This SLA shall apply to the TRAZER System for the duration of the contract with Trazer Inc.
4.2 the TRAZER System Availability
To ensure that customers have access to their data when they need it, Trazer Inc. uses several levels of protection to provide customers with service availability (uptime) of 99.9%.
Trazer Inc. uses a third party to measure whether the TRAZER System is Available. Availability is calculated based on the following formula:
A = (T – M – D) / (T – M) x 100%
A = Availability
T = Total Monthly Minutes
M = Scheduled Downtime
D = Downtime
Scheduled and Regular Maintenance do not constitute un-Availability and are not included in the Availability calculation.
Trazer Inc. provides the following recovery attributes:
Recovery Time Objective (RTO)
Recovery Point Objective (RPO)
4.4 Service Level Credits
If Trazer Inc. cannot meet the Availability specified in this SLA for reasons for which it is responsible, Trazer Inc. shall provide customers with a 100% credit note (Service Level Credit) for every full hour of un-Availability, provided that the customer complies with the requirements set out in Section 4.5. The credit is calculated from the time of outage until the TRAZER System is Available again. Trazer Inc. will issue a credit equal to 100% of the TRAZER System costs per hour. Service Level Credits shall be offset against any claim for loss or damage caused by the customer.
4.5 Remedy and Procedure
The customer’s remedy and the procedure for claiming the Service Level Credits under Section 4.4. shall apply if (1) Trazer Inc. fails to meet the agreed availability figures referred to above and (2) the customer cumulatively complies with the following requirements:
- There must be a support ticket documenting the reported un-Availability within five (5) Business Days of the end of the service interruption.
- There are no invoice amounts on the customer’s account on which the customer is in default;
- The customer must notify Trazer Inc. at least by email within five (5) Business Days by opening a support ticket and providing the following details together:
- List the individual functional areas of the TRAZER System that were affected.
- List the date and time the Downtime occurred.
- List usernames and email addresses affected by the Downtime.
- List an estimate of the amount of actual Downtime in minutes.
- Ticket number of the documented incident.
5. Software Maintenance Services
- Trazer Inc. continually analyzes the Software to find potential for improvement, enhanced security, expanded functionality, and greater user-friendliness. Suggestions by the customer will be analyzed and incorporated into the functionality of the Software at the discretion of Trazer Inc..
- Enhancements of the Software (Releases) shall be made available to the customer from time to time. All functionality added by a Release shall be governed by the terms of this SLA and included in the subscription agreement. .
- Trazer Inc. supports older Releases for a minimum of nine months after a new Release is available. After nine months, any issues may be resolved by a fix or an upgrade to a newer Release at Trazer Inc.’s discretion.
- In the event of a Software fault, the customer can contact the Support Helpdesk under defined conditions (see the section entitled “6 Support Helpdesk”).
- If a security vulnerability is found which does not constitute a defect, Trazer Inc. will make every reasonable effort, within the limits of its operational capability, to fix the vulnerability on all affected Releases not older than 2 years. If such a fix is not possible in an older Release, Trazer Inc. may insist that vulnerable systems are upgraded at short notice to mitigate the security risk to the client and Trazer Inc…
6. Support Helpdesk
6.1 Service Scope
The Trazer Inc. The support Helpdesk provides technical support and help on all Trazer Inc. products and services. It can be reached via email, phone, or web portal during the hours stated under 6.2 and under the following conditions.
The following aspects are covered by the Support Helpdesk:
- System service interruption/outage.
- System service updates/maintenance.
- System service behavior that is not in line with what the customer’s users expect.
- Support regarding functionality.
The following aspects are NOT covered by the Support Helpdesk:
- Requests from a third-party provider(s) of the customer.
- Networks, devices, servers, and workstations are managed by the customer.
- Requests regarding configuration and customization of Trazer Inc. products and services.
6.2 Availability (Service Times)
The Trazer Inc. Support Helpdesk is available to Super Admins and Site Admins designated by the customer on Business Days.
The Trazer Inc. The support Helpdesk cannot be contacted by employees other than those named by the customer. For functional use and support, anyone may access the Knowledge Base at University.trazer.com/knowledge.
6.3 Support Help Desk Response Time
The Support Helpdesk Response Time is defined as the time from when the customer enters the request into the Trazer Inc. ticketing system or from when Trazer Inc. receives an email from the customer to the time when Trazer Inc. replies and starts working on the request. The Response Time is calculated based on the Service Times defined under 6.2. The maximum Response Times vary depending on the severity of the incident; the priority for resolution is determined by Trazer Inc. when evaluating the customer’s request:
Description of Issue
Use of the Portal or Activity(ies) is impossible (e.g. login is not possible, activities cannot be started, or completed)
Use of the Portal or any single Activity is impaired, but basic use is possible (e.g. certain reports are not functional, or there are issues accessing an activity, display(s) are hindered).
The TRAZER System is available but exhibits minor problems not affecting the data or operation (e.g. activities are available, but there are minor issues such as avatars or backgrounds cannot be altered, or printing a report.)
At the earliest opportunity.
* Requests sent via email will always be initially treated as “Low” priority