Holibob's Service Level Agreements
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Introduction
This Schedule describes the standard of performance of the provision of Holibob Services powered by the Holibob Technology provided to the Partner under the Partner Service and License Agreement. The Service Levels set out herein shall only apply to Holibob Technology powering the Holibob Services contracted as of the Effective Date.
Definitions
“Acknowledgment” | means the time at which Holibob accepts a Bug logged by the Partner. |
“Agreed Service Time” | means the total time (measured in minutes) in a Measurement Window, reduced by the duration of any Scheduled Outages, during that Measurement Window. |
“Availability” | means the Holibob Services are available uninterruptedly for use by Partner |
“First Assignment” | means the time a Bug reported by Partner is first assigned to Holibob in the Holibob Support Portal System, as indicated by a time stamp. |
“Issue” | means Bug, Incident, API Request, Configuration Request or Optimisation Request |
“Bug” | means an unintended flaw or error in a system that causes it to behave in an unexpected or erroneous manner that disrupts the “standard operation” of a system. It affects features that previously worked correctly, but no longer do. Bugs can be re-created and fixed. |
“Incident” | unexpected event or occurrence that disrupts the “standard operation” of a system or network. Unlike bugs, incidents may be tricky to re-create since they could be caused by unexpected system outages or time-outs. |
“API Request” | means a question about Holibob’s API or a request to help with integration with Holibob’s API. |
“Configuration Request” | means customization of the settings, options, parameters, or properties of a system to meet specific requirements due to lack of the existing UI in the HUB. |
“Optimisation Request” | means new enhancement requests to the existing features; even if those could be visibly improved. |
“Support Portal” | means the Holibob system that facilitates the execution of the operating procedures: support.holibob.tech |
“Issue Record” | means the Holibob record of each Bug or Incident documented in the Holibob Support Portal. |
“Response Time” | Refers to the interval between the time at which Partner reports a malfunction to Holibob and the time at which Holibob confirms receipt of the report |
“Recovery Time” | means the time taken by Holibob to recover the relevant Bug or Incident through the implementation of a workaround or a fix (temporary or permanent), which is measured from the time of issue Acknowledgement by Holibob. |
“Recovery” | means a Bug is not presently affecting the Solution, once:
“Recovered” or “Recover(s)” shall be construed accordingly. |
“Measurement Window” | means (unless otherwise agreed) the calendar month during which a Service Level shall be measured. |
“Measured Service” | means the Holibob Services that are covered by this SLA and are measured for performance and Service Level compliance. |
“Point of Measurement” or “PoM” | means the physical location where Availability and Response Times is measured as set out in this Attachment. All other Service Level Metrics are measured at the most applicable location. |
“Monitoring System” | means the tools and methodology implemented and used by Holibob to enable the accurate measurement of the performance criteria for the Holibob Services. |
“Outage” | means a period of time during which the Holibob Services is not Available (and includes any Scheduled Outage). |
“Scheduled Outage” | means any Outage that is planned and communicated in accordance with the Partner outage scheduling plan. |
“Unscheduled Outage” | means an Outage which is not a Scheduled Outage. |
“Service Level” | means each performance metric set out in this Schedule 3 relating to the performance of the given Holibob Service for a given period. |
“Severity 1 – major business disruption” | means a disruption to the Availability of the Holibob Technology which has a major impact on Partner‘s business, operations or customers where a system, network, data, application or functionality under this Agreement is not available or is severely corrupted or severely degraded for a significant number of users. |
“Severity 2 – minor business disruption” | means a disruption to the Availability of the Holibob Technology which does not threaten or affect the Partner and/or Platform Partner Channel Services. A Severity 2 issue causes particular features or functionality of the Holibob Technology be inoperative but does not affect or threaten Partner business, operations or customers. |
“Severity 3 – no business impact” | means a disruption to the Availability of the Holibob Technology where a system, network, data, application or functionality under this Agreement is purely cosmetic or slowed service which is hardly recognisable for the user. The issue does not affect or threaten Partner business, operations or customers. |
“Holibob Service(s)” | Means the Service used by Partner and provided by Holibob and measured under this SLA
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“Production Environment” | means environment where the latest versions of software, products, or updates are pushed live to the intended users |
“Holibob Core Office Hours” | Means business hours for Holibob: from Monday to Friday from 06:00am to 11:00pm UK Time |
Scheduled outages
2.1 Holibob may take Scheduled Outages provided that the duration of a Scheduled Outage and the number of Scheduled Outages per Holibob Service per calendar quarter do not exceed the limitations set out in Section 2.7 below.
2.2 In exceptional circumstances Holibob may introduce Extraordinary Scheduled Outages provided that they do not exceed the limitations set out in Section 2.7 below.
2.3 Holibob will use reasonable efforts to schedule Extraordinary Scheduled Outages adjacent to Scheduled Outages.
2.4 If the Scheduled Outage or Extraordinary Scheduled Outage starts before the announced start time or continues beyond the announced end time, the number of minutes either before the start time or beyond the end time will be considered an Unscheduled Outage.
2.5 Holibob shall confirm to Partner a week in advance the occurrence of any Scheduled Outages and shall use reasonable efforts (but at least 4 days notice) to do the same for any Extraordinary Scheduled Outages.
2.6 For both Scheduled Outages and Extraordinary Scheduled Outages, Holibob shall provide Partner with the reasons for such Outage, the nature and expected timing and, any expected impact on the Holibob Services.
2.7 The Scheduled Outages and Extraordinary Scheduled Outages shall not exceed the limits set out below:
| Scheduled Outages | Extraordinary Scheduled Outages |
Limit per Holibob Service | Each Scheduled Outage shall be no more than 60 minutes in duration | Each Extraordinary Scheduled Outage will be no more than 30 minutes in duration |
Times
3.1 Unless otherwise set forth herein, all references in Schedule “Service Levels” to time, shall refer to UTC (Coordinated Universal Time).
3.2 Where there is a measurement of time, such measure shall be in units of days, hours, minutes, seconds or milliseconds as specified. Where the measurement is in seconds it shall be to the nearest two (2) decimal points, unless otherwise stated.
Service Levels
4.1 The Service Levels shall come into force as at the same time of the Partner Service and License Agreement and shall apply for the Term of the Partner Service and Licence Agreement.
4.2 The Service Levels will, where applicable, be measured at the Point of Measurement specified. Holibob will use its then-current monitoring and measurement tools to monitor and measure the performance and delivery of the Measured Services against the applicable Service Levels.
4.3 The relevant compliance percentage calculated for each Service Level shall be displayed in all cases to two (2) decimal places.
Service Level Metrics
Availability
5.1.1 The Availability Service Level Metric is a measurement of the period of time during a Measurement Window that a Measured Service is able to send valid responses to valid requests from Partner (“Available”) and is expressed as a percentage of the Agreed Service Time. This Service Level Metric shall be calculated, for each Measured Service, as the Agreed Service Time excluding the total duration of Unscheduled Outages in the same Measurement Window divided by the Agreed Service Time, as follows:
Compliance percentage = (Agreed Service Time – Unscheduled Outages) x 100
Agreed Service Time
5.1.2 The duration of an Outage shall be measured from the earlier of:
(a) the point in time that such Outage is detected by Holibob through its Monitoring System; or
(b) reports received by the Holibob Help Desk of such Outage; or
(c) observation of Holibob personnel of such Outage; or
(d) any other manner in which Holibob becomes aware that the Measured Service is not Available,
and shall end at the time when Holibob registers in its Monitoring System traffic from Partner that access the Services directly and which generates valid responses from the Measured Service.
5.1.3 In all instances, Holibob shall use commercially reasonable efforts to report the actual Outage period associated with any Outage for the Measured Service.
Response Time
5.2.1 The Response Time Service Level Metric measures the time from when an input message for a specific Issue is received at the Point of Measurement until the time the associated response message is sent from the Point of Measurement within a Measurement Window.
5.2.2 Exceptions: Only Bug & Incident Issues are eligible for the Response Time SLA. Issues such as Configuration, Optimisation or API Requests are excluded from Response SLA.
Recovery Time
5.3.1 The Recovery Time Service Level shall be measured as the number of minutes/hours/days elapsed from the time of the First Assignment to Holibob of the Issue, to the time when Recovery is achieved as indicated by the time stamp in the Holibob Support Portal System. For the avoidance of doubt, the time during which the Issue is assigned to Partner shall not be included in the time measured for the calculation of the Issue Recovery Time Service Level. Issue shall only be allocated to the Measurement Window in which the Issue is indicated as “closed” by the Partner in the Support Portal System.
5.3.2 “Recovery” shall be deemed to have been achieved when, through a fix, workaround, bypass, or other means, the impacted Holibob Service(s) has been restored, which generally follows the occurrence of one or more of the following (whichever the earliest):
(a) Holibob receives confirmation from Partner that the impacted Holibob Service(s) have been Recovered;
(b) the Monitoring System registers traffic of messages relating to the impacted Holibob Service(s); and/or
(c) Holibob Help-Desk assigns the Issue Record to Partner which confirms that the Issue is Recovered.
5.3.3 In the event that the Holibob Help-Desk, by notice to Holibob, reasonably demonstrates that Recovery has not been achieved for the impacted Holibob Service(s), then Holibob shall add any additional time incurred from such notification to final Recovery of the impacted Holibob Service(s) to the Issue Recovery Time established. For the avoidance of doubt, the time between these two events shall not be included in the total Issue Recovery Time.
5.3.4 Exceptions: Only Bug & Incident Issues are eligible for the Recovery Time SLA. Issues such as Configuration, Optimisation or API Requests are excluded from Recovery SLA.
Severity Change
5.4.1 Holibob retains the right to change the severity level on any ticket raised by Partner, in line with the definitions provided in Section 1 (please refer to Sections 1. Definitions).
Exceptions
6.1 For the avoidance of doubt, Holibob shall not be responsible for any failure to perform to the contracted standards or to meet a Service Level to the extent that such failure is directly attributable to any of the following:
6.1.1 services or resource reductions agreed under the Agreement where Holibob has notified Partner that the implementation of such request may result in a failure to meet a Service Level;
6.1.2 failure of Holibob or third-party hardware, systems and/or networks, or degradation of services not provided by Holibob or under Holibob’s control; and
6.1.3 changes implemented by Partner or Partner activities which have not been initiated by or communicated to Holibob, or agreed to between Holibob and Partner.
6.2 The achievement of Service Levels may be impacted by factors outside of Holibob’s control. Accordingly, no Service Levels or performance warranties apply for transmissions through the Internet or any other network or interactions with systems outside of Holibob’s control such as (non exhaustively) Partner local network performance degradation, Partner PC hardware limitations, Partner systems or application settings that are in the control of Partner to establish and maintain and Partner anti-virus settings that can be attributed to having an impact on the Holibob Services.
Changes to Service Levels
7.1 Changes to Service Levels can be requested by either party only once per calendar year with at least ninety (90) days prior written notice to the intended date of the proposed change. The effective date of such change shall be the first day of the calendar month following the expiry of the ninety (90) day notice period subject to change of the Agreement agreed in writing.
Partner Support Portal
8.1 Holibob’s Partner Support can be contacted by logging an Issue in the Support Portal: support.holibob.tech. The Holibob Extranet and Support Portal tool is accessible 24 hours a day, 7 days a week, for 365 days a year.
8.2 Holibob Partner Support will handle reported Issues during Holibob Core office hours (please refer to Sections 1. Definitions) in accordance with the applicable standards in the industry.
8.3 In case of an emergency (Severity 1 - Bugs or Incidents), in addition to raising a support ticket, Partner should email their dedicated Partner Success Executive, add partnersuccess@holibob.tech in a copy of that email, and make sure that “P1 incident” is included in the email subject. Holibob will provide the Partner with updates until a workaround or resolution is found.
8.4 If a non-emergency Bug or Incident (not Severity 1) is reported using the Support Portal tool it will not be dealt with until the next working day.
8.5 Holibob retains the right to change any of the platforms or contact methods used via the Partner Support Portal, and Holibob will provide the Partner with 30 day’s notice of any change.
8.6 Raising a Ticket During Business hours
8.6.1 Open a high-severity Bug or Incident on Holibob’s Support Portal System: support.holibob.tech
8.6.2 OR send an email to partnersupport@holibob.tech with your dedicated Partner Success Executive in copy. Please ensure to put P1 in the title.
8.7 Raising a Ticket Outside business hours
8.7.1 Open a high-severity Bug on Holibob’s Support Portal System: support.holibob.tech
8.7.2 Leave a message, it will automatically trigger an e-mail to Holibob senior management team.
SLA’s
Availability
Service Levels for Availability in the Production Environment
Measured Service | Service Level |
Any Holibob Service | 99.9% |
Response Time
Service Levels for Response Time
Service Level Metric | Service Level |
Severity 1
| Within 5 hours from First Assignment to Holibob if Bug reported out of Holibob Core Office Hours. Within 3 hours from First Assignment to Holibob if Bug reported within Holibob Core Office Hours. |
Severity 2 | Within 72 hours from First Assignment to Holibob |
Severity 3 | Within 10 working days from First Assignment to Holibob |
Recovery Time
Service Levels for Recovery Time
Service Level Metric | Service Level |
Severity 1
| Within 8 hours from Holibob Response if Bug reported out of Holibob Core Office Hours. Within 6 hours from Holibob Response if Bug reported within Holibob Core Office Hours. All appropriate Holibob technical resources are involved 24/7 until the problem is resolved |