QOPPER SERVICE LEVEL AVAILABILITY (SLA)
Qopper’s Software as a Service (”Service”) is based on a multi-tenanted operating model that applies common, consistent management practices for all customers using the service. This common operating model allows Qopper to provide the high level of service reflected in our business agreements. This document communicates Qopper’s Service Level Availability Policy (”SLA”) with its customers. Capitalized terms, unless otherwise defined herein. shall have the same meaning as in the Qopper Platform License Agreement.
1. Support Terms:
Qopper will provide Customer with support 24x7x365 (24 hours a day, 7days a week, 365 days a year) in accordance with this SLA
2. Service Availability:
Qopper's Service Availability commited for a given calendar month is 99.7%. Service Availability is calculated per month as follows:
Total - Planned Maintenance
x 100% >= 99.7%
- Total is the total minutes in the month
- Unplanned Outage is total minutes that the Service isnot available in the month outside of the Planned Maintenance window
- Planned Maintenance is total minutes of planned maintenance in the month.
Currently, Planned Maintenance is four (4) hours for weekly maintenance plus four (4) hours for monthly maintenance, plus four (4) hours for quarterly maintenance. Qopper's current weekly maintenance begins at 11:00 pm (Pacific USA) on Thursday monthly maintenance begins at 11:00 pm (Pacific USA) on Friday and quarterly maintenance begins at 3:00 am (Pacific USA) on Saturday. All times are subject to change upon thirty (30) days' notice and any such change shall not lengthen the duration of the associated maintenance window.
If actual maintenance exceeds the time allotted for Planned Maintenance, it is considered an Unplanned Outage. If actual maintenance is less than time allotted for Planned Maintenance, that time is not applied as a credit to offset any Unplanned Outage time for the month.
The measurement point for Service Availability is the availability of the Production Tenants at the Qopper production data center’s Internet connection points. Upon Customer request not more than once per month via the ACTIVITIES interface, Qopper will provide a Service Availability report.
3. Qopper Feature Release and Service Update Process:
Periodically, Qopper introduces new features in the Service with enhanced functionality across Qopper applicatioos. Features and functionality will be made available as part of a major feature release (”Feature Release”) or as part of weekly service updates ("Service Updates”). Feature Releases will take place approximately once per quarter. The frequency of Feature Release availability may be increased or decreased by Qopper at Qopper's discrention with at least thirty (30) days' prior notice to Customer. Feature Releases will be performed during a weekend within any Planned Maintenance.
4. Service Response:
Qopper’s Service Response commitment is : (i) not less than 50% of (online) transactions in one (1) second or less and (ii) not more than 10% in two and a half (2.5) seconds or more. Service Response is the processing time of the Qopper Production Tenants in the Qopper production data center to complete transactions submitted from a web browser. This Service Response commitment excludes requests submitted via Qopper Web Services.
The time required to complete the request will be measured from the point in time when the request has been fully received by the encryption endpoint in the Qopper Production data center, until such time as the response begins to be returned for transmission to Customer. Customer may request a Service Response report not more than ooce per month via the ACTIVITIES interface.
5. Disaster Recovery:
Qopper will maintain a disaster recovery plan for the Qopper Production Tenants in conformance with Qopper's most recent Disaster Recovery Summary. Qopper commits to a recovery time objective of twelve (12) hours - measured from the time that the Qopper Production Tenant becomes unavailable until it is available again. Qopper commits to a recovery point objective of four (4) hours - measured from the time that the first transaction is lost until the Qopper Production Tenant becomes unavailable. Qopper will test the disaster recovery plan once every year.
6. Severity Level Designation:
Customer shall reasooably self-diagnose each support issue and recommend to Qopper an appropriate Severity Level designation. Qopper shall validate Customer's Severity Level designation or notify Customer of a proposed change in the Severity Level designation to a higher or lower level with justification for the proposal. In the event of a conflict regarding the appropriate Severity Level designation, each party shall prompdy escalate such conflict to its management team for resolution through consultation between the parties' management. In the rare case a conflict requires a management discussion, both parties shall be available within one hour of the escalation.