Safeture Support Services and Service Level Agreement
1.1 Safeture and Partner or Customer, as the case may be, (Partner and Customer both referred to as “Customer” for the purpose of this appendix, unless specified otherwise), have entered into a partner agreement or a subscription agreement, as the case may be, (both referred to as the “Agreement” for the purpose of this appendix). This appendix forms an integral part of the Agreement. Terms not de-fined in this appendix shall have the meaning ascribed to them elsewhere in the Agreement.
1.2 Safeture shall provide support services for the Safeture Services and uphold certain service levels on the terms and subject to the conditions set out in this appendix.
2. Service levels
2.1 Service availability
2.1.1 Service availability is measured by the availability of the Safeture Services on a monthly basis, and is reset at the end of each month.
2.1.2 The Safeture Services shall have an uptime of at least ninetynine (99) % per month, excluding downtime due to circumstances stated in Section 2.3, (the “Availability”).
2.1.3 Safeture will use its best efforts to ensure that the Availability meets the above stated target.
2.1.4 Safeture shall ensure that any fault, errors, problems with, or interruption to the Safeture Services are resolved as soon as practically possible.
2.2 Measuring of availability
2.2.1 Downtime is defined as the period of time where the Safeture Services are not available, calculated from the moment in time the failure in availability is reported by Customer to Safeture until the Safeture Services becomes available again. Downtime shall not include downtime due to circumstances stated in Section 2.3.
2.2.2 Safeture uses a third party tool which monitors the uptime of the Safeture Services. The measurement consists of tailored web requests that will only succeed if each and every critical sub-system is up and running. It is considered downtime if these requests either timeout after thirty (30) seconds TCP connection timeout, after thirty (30) seconds of no initial first byte or return a HTTP 5xx error code. HTTP 1xx, 2xx, 3xx and 4xx are considered valid responses. It is also considered downtime if the HTTPS-certificates are invalid.
2.2.3 Quarterly Availability reports can be provided to the Customer at a fee in accordance with the Price List. The report states scheduled and non-scheduled down-time during the relevant period.
2.3 Downtime for which Safeture is not responsible
2.3.1 Downtime caused by circumstances referred to in this Section 2.3 shall not affect the measuring of Availability.
2.3.2 Scheduled downtime, service windows or any other scheduled maintenance activities shall not be regarded as downtime when measuring Availability. Safeture shall inform Customer at least four (4) days before the start of a scheduled down-time, service windows or any other scheduled maintenance that affects the availability of the Safeture Services via Safeture’ website and/or e-mail.
2.3.3 Critical maintenance shall be not regarded as downtime when measuring Availability. Safeture shall notify the Customer a minimum of four (4) hours prior to the start of critical maintenance that affects the availability of the Safeture Services. Information regarding critical maintenance will be provided on Safeture’ website and/or e-mail. Safeture shall keep critical maintenance, with best effort, at a maximum of two (2) times per month. Critical maintenance includes, but is not limited to, security patches, critical bug fixes and other time critical updates that affects operations of critical parts of the Safeture Services.
2.3.4 Downtime to the Safeture Services caused by or attributable to Customer, End Customer, Super User or End User, including integrated third party suppliers, shall not be regarded when measuring Availability.
2.3.5 Downtime caused by DOS attacks shall not be regarded when measuring Availability.
2.3.6 Downtime caused by events of force majeure as defined in the Agreement shall not be regarded when measuring Availability.
2.4.1 If Safeture does not fulfill the specified Availability in accordance with Section 2.1.2, Customer shall be entitled to compensation from Safeture in the form of a reduction in Customer’s fees for the provision of the Safeture Services during that month. The reduction is calculated based on the Availability and fees for the relevant Safeture Services during the relevant month under the Agreement according to the following reduction plan:
3. Safeture Support services
3.1.1 Safeture will provide support services to the Customer. The Safeture Support Services consist of a second line support that Safeture provides to the Customer regarding the Safeture Services, the Safeture Platforms and the Safeture Applications.
3.1.2 The Safeture Support Services are only provided to the Customer. First line support for End Customers to a Partner shall always be provided by Partner through End Customer Support Services where Safeture will act as second line support for the Partner.
3.1.3 End Customer of a Partner may not contact Safeture directly. Partner shall, within the scope of the Agreement, ensure that one or several Super Users are appointed by End Customer. The Partner shall inform Safeture if the contact person for Safeture Support Services, or a Super User with an End Customer, is replaced or if its contact information is changed.
3.1.4 If End Customer and Safeture have agreed on Safeture Support Services, the Super Users shall have the right to contact Safeture directly for support matters. In such cases, the End Customer shall inform Safeture if its Super User is replaced or if its contact information is changed.
3.1.5 Safeture will provide the following support services within the scope of the Safeture Support Services:
(a) setting up customer accounts including trial accounts;
(b) providing documentation and education necessary for the Customer’s utilization of the Safeture Support Services and, to Partners, for the provision of End Customer Support Services (including available FAQs);
(c) providing installation and user documentation;
(d) second line sales support; and
(e) second line technical support.
3.1.6 The Safeture Support Services only relates to the Safeture Services, the Safeture Platform and the Safeture Applications. No support services related to Customer’s own products, e.g. an app where the Safeture Services have been incorporated or form an integral part of, and content generated by Customer will be performed.
3.2 Available support services
3.2.1 The available support options are the following:
3.2.2 Safeture will always provide documentation and Frequently Asked Questions, FAQ to the Customer.
3.2.3 To request support, the Customer or, if applicable, the Super User may create a support ticket by e-mailing firstname.lastname@example.org or by calling a designated phone number provided by Safeture when telephone support is available for the Customer. End Users may not request support directly without going through the Super User or the Customer. Safeture will confirm receipt of the support request by providing a support confirmation by phone or e-mail, including a support registration number to be referred to in further communications regarding the support request. Support requests are sent on the Customer’s risk.
3.2.4 There are two types of support tickets available:
(a) Normal support ticket. A normal support ticket is created where the Safeture Services can be accessed by the Customer (although functionality may be affected to a non-material extent). Normal support tickets shall have the priority set to “Low” and Safeture shall start working on the ticket within two (2) business days. Starting means setting the ticket “In-progress”. Continuous feedback shall be given at least weekly by either adding comments to the ticket or by marking it as resolved. Normal support tickets are created by sending an e-mail to the support email specified above.
(b) Critical support ticket. A critical support ticket is created where the Safeture Services cannot be accessed by the Customer. Critical support tickets shall have the priority set to “High” and Safeture shall start working on the ticket within one (1) hour when telephone support is available for the Customer. Starting means setting the ticket “In-progress”. Continuous feedback shall be given at least daily by either adding comments to the ticket or by marking the ticket as resolved. Critical support tickets are created by calling the telephone number provided by Safeture. For critical support tickets sent by e-mail, Safeture shall start working on the ticket within one (1) business day.
3.2.5 If the Safeture Support Services are misused by, but not limited to, End Users requesting Safeture Support Services directly from Safeture or make repeated requests of critical support tickets that should have been classified as normal support tickets, Safeture may charge a support fee per support ticket in accordance with the Price List.
3.3 Fees for the Safeture Support Services
3.3.1 All Safeture Support Services are invoiced in accordance with the Price List.
3.3.2 Support services listed below are free of charge:
(a) setting up End Customer and Customer accounts including trial accounts;
(b) providing installation documentation and user documentation;
(c) remote support by phone or e-mail regarding second line technical and sales support; and
(d) sales support.
4.1 Risk assessment methodology and Content operations are based on the management guidance of ISO 31000:2009 summarized in the table below:
4.2 Risk assessment and communication is conducted with the needs, wellbeing and interest of the individual End User as first priority. Safeture Content, analysis and communication is aimed at protecting the individual before anything else. Safeture is not under the influence of any outside parties. Safeture maintains and safeguards a complete non-partisan approach to the information and advice produced.
4.3 Safeture maintains 24/7 human staffed analysts for Content production, (the “Safeture Analyst Team”), to monitor major and serious security and safety threats for the entire planet. For static and semistatic Content, Safeture performs reviews at least once every year.