Version
Last update: 25 August 2021

This SLA amends the Service Agreement between TSpace.eu and Customer. It specifies the service level in relation to the tSpace Services. We may update this SLA from time to time in our sole discretion.

1.     Support

	Professional Support	Organization Support	Premier Support	Corporate Support
SUPPORT SERVICE LEVELS
Service hours	Mon-Fri, 09:30-17:30 CET	Mon-Fri, 09:30-17:30 CET	Mon-Fri, 09:30-17:30 CET	Mon-Fri, 09:00-18:00 CET
Response time critical incidents	8 h	6 h	6 h	2 h
Response time major incidents	best effort	12 h	12 h	6 h
Response time minor incidents	best effort	48 h	48 h	24 h
Scheduled standby and upgrade assistance
Priority development and escalation

2. Incident priorities

Critical incidents are incidents which prevent or significantly impact the use of tSpace, e.g. through malfunctions, wrong results or response times, and which cannot be resolved with reasonable organizational tools (critical operating errors).

Example:
Display of full screen error message when accessing the tSpace landing page.

Major incidents are incidents which can be circumvented without major difficulties or which affect a part of tSpace which do not impact the usage directly or significantly.

Example:
The tSpace application does not send any automatic email notifications.

Minor incidents are incidents affecting functionalities which are not frequently relevant for the users and which are of little importance so that the user does not need the functionality for an extended time.

Example:
When accessing a certain application page query the error message „Internal Server Error“ is shown.
List a report is not possible.
In the project overview page, widgets overlap but are still useable.

3. Support Communication channel

tSpace provides its support services with different communication channels as follows:

	Professional Support	Organization Support	Premier Support	Corporate Support
SUPPORT CHANNEL
Ticket
Email
Phone
Remote login/ remote hands		Available
On site support		Available	Available
Dedicated support engineer		Available	Available

Available, means that the Customer can order the services under the corresponding plan with price listed on purchase order page.

4. Service Availability

tSpace will make the Services available 99.9% of the time, excluding any Excused Downtime. In a given calendar month, we calculate Service Availability as follows:

Service Availability = total minutes Services are available x 100 / (total minutes in the month – Excused Downtime)

4.1 Excused Downtime

Excused Downtime means the length of time the Services are unavailable due to:

• Scheduled maintenance.
• Emergency maintenance.
• Beta services.
• Force majeure events; and
• the actions or omissions of you, your Authorized Users, or any third-party acting on your behalf or at your direction, including any unauthorized use of the Services, breach of the Agreement or Acceptable Use Policy, or any use or configuration of the Services that exceeds tSpace recommendations or advertised limits.

4.2 Scheduled Maintenance

Scheduled maintenance includes any maintenance performed during the following windows or for which we provide reasonable notice or coordination with you in advance of the maintenance.

Data Center Location – EU

Maintenance Window – 6 am –  8 am CET

4.3 Emergency Maintenance

Emergency maintenance means any maintenance performed outside the Scheduled Maintenance windows without advance notice where such maintenance is reasonably and urgently required to protect the integrity, availability, or security of any online systems.

4.4 SLA Credits

You are entitled to a credit of 5% of the applicable monthly Fees for each full hour of downtime in excess of the Service Availability targets. (For example, you will receive a 5% credit for between 1 and 60 minutes of downtime in excess of the Service Availability targets, a 10% credit for between 61 and 120 minutes, etc.) In order to receive a credit, you must contact Support within 30 days of the event giving rise to the credit. Credits are based on our monitoring, shall not exceed 100% of the applicable monthly Fees, may not be carried over or aggregated, are forfeited at the expiration or termination of the Agreement, and will not be paid or provided as a refund.

5. Backup

5.1 Databases

Daily snapshots are taken to allow data restoration in case of incident. tSpace does not support the use of backup data to roll back changes.

5.2 Attachments / Documents

Attachments are stored in NFS. Snapshots of NFS are taken daily. The snapshots cannot be used to rollback changes.

6. Software Updates

tSpace will update the software providing the Service to the highest released version of the tSpace application within 10 days after a release. tSpace might also install yet unreleased patches to the software in case they improve the service. Every installed software version will be tested by tSpace prior to the deployment. In case the update requires a downtime, tSpace will inform the Customer of the scheduled downtime with a 3 days notice.

7. Acceptable Use Policy

You may not interfere with our business or our ability to provide services to other customers, nor take any action nor make any use of the Services that places excessive burdens on the network or systems used to provide such services. Specifically, you may not use the service for use cases other than project management, team collaboration, product management and product lifecycle management.

You may not perform any vulnerability or penetration testing of tSpace network or systems without our prior written approval.