The service level metrics described herein shall be measured quarterly after implementation of the Riskonnect Service.
Availability
The Riskonnect Service shall be available to Users at least 99.7% of the time measured on a quarterly basis for the 3-month period ending on the last day of each calendar quarter. Availability of the Riskonnect Service is monitored and measured by Riskonnect in Customer’s production environment.
Availability will be calculated based on the following calculation:
(Service Cover Time – Unavailability)
————————————————————– X 100
Service Cover Time
“Service Cover Time” – Total number of minutes in a calendar quarter.
“Unavailability” – Total number of minutes in any calendar quarter during which functionality of the service is subject to a Service Affecting Fault other than any Exceptions to Unavailability.
“Service Affecting Fault” – Service is completely unavailable or day-to-day business is severely impacted and the cause is not the result of any Exceptions to Unavailability. The following are not Service Affecting Faults: Any reported fault where (i) the Customer’s ability to use components of the Riskonnect Service to perform work is moderately impacted and day-to-day business may suffer some impact; or (ii) one or more business applications are unable to operate fully but the Customer can carry out most or all of their daily tasks with minimal or no major impact on the day-to-day business; and (iii) all applications can be used but some features are affected but the causes are not the result of any of the Exceptions to Unavailability.
“Exceptions to Unavailability” – Maintenance, any loss of service that is the result of the Customer (network access, configuration, firewall limits, etc.), any loss due to a force majeure event, or any loss due to a third party application integrated at Customer’s request, including:
- scheduled maintenance,
- emergency maintenance,
- any other agreed-to scheduled downtime activity,
- upgrade maintenance window from Riskonnect or its platform hosting provider
- any unavailability to Users due to outages elsewhere in the internet or due to connectivity issues from ISP (internet service provider),
- browser issues,
- DNS and/or any caching that may make User accounts look inaccessible, or
- any unavailability caused by circumstances beyond Riskonnect’s reasonable control, including without limitation, acts of God, shortages of supplies, labour or materials, strikes and other labour disputes, storms, floods, acts of war or terrorism, failure of third-party hardware, software, services or networks, failure of service providers, utility blackouts or brownouts, failure of telecommunications or the internet, and actions by a governmental authority (such as changes in government codes, ordinances, laws, rules, regulations, or restrictions).
Software Support
| Severity | Definition | Acknowledgement Timing |
Action Plan | Communication Frequency |
|---|---|---|---|---|
| Urgent – 1 | All Users are unable to access the Riskonnect Service or are unable to access one or more critical functions of the Riskonnect Service, and no immediate workaround exists. ==Or== Customer will face regulatory fines within next 3 business days if a resolution to the incident is not found. |
1 Absolute Hour | 4 Subsequent Absolute Hours. | Every Subsequent 4 Absolute Hours. |
| High – 2 | Non-critical major function(s) or feature(s) of the Riskonnect Service is (are) inhibited for a set of Users. == Or == a critical function is failing with a known workaround. |
2 Business Hours | 6 Subsequent Business Hours. | Every Subsequent 8 Business Hours. |
| Medium – 3 | There is an incident to be resolved on a non-critical function but the Riskonnect Service is still functional and Users have other options available. | 8 Business Hours | N/A | N/A |
| Low – 4 | Minor issues with the Riskonnect Service with no impact to the ability of Users to perform their normal duties. ==Or == Incident is cosmetic in nature. |
16 Business Hours | N/A | N/A |
Definitions and Restrictions
| Contact Channels | For SLA calculation purposes, all support incidents must have a case reference number. All Severity 1 issues must be submitted by an authorised representative of Customer, via telephone, to the Riskonnect Support Call Centre at +1.855.478.2771. Severity 2, 3, or 4 issues may be submitted via:
|
| What is the scope of Software Support? | Software Support is defined as Riskonnect’s effort to diagnose and resolve incidents or faults when the production system is not operating as documented or as it has operated in the past. Software Support usually includes, but is not limited to the following types of incidents:
Software Support does not include:
|
| Hours Calculation | Absolute Hours:
Business Hours:
|
| Defects and Code Changes | Defects and Code Changes Software Support incidents requiring a change to the shared codebase or a complex change to custom code are promoted to the classification of “Defect.” At the point when a support incident is determined to be the result of a Defect, then the Software Support Action Plan and Communication Frequency metrics shall no longer apply, but shall be separately set forth in the Action Plan. Defect prioritisation is then performed by Riskonnect based on severity and on the quantity of affected customers. |
| Suspension | Suspension Upon documented mutual agreement between Riskonnect and Customer, the communications frequency for a particular incident may be suspended until a defined future point in time. |
| Environment | Environment This Software Support SLA only applies solely to the Customer’s primary production environment. Customers may have access to other environments that are not subject to this Software Support SLA, including but not limited to: UAT, pre-production, stage, test, or other non-production environments. |