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Updated 4 September 2023

This Service Level Agreement forms part of the Agreement.

Where a term is defined in the Agreement, that term will have a corresponding meaning in this Service Level Agreement, unless a contrary intention appears in this Service Level Agreement.

1. Definitions

In this Service Level Agreement, unless the context requires otherwise:

  1. Business Day means a day that is not a Saturday, Sunday or public holiday and on which banks are open for business generally:
    1. in Queensland, Australia where the Customer is located in Australia;
    2. where the Customer is located in the USA, in the relevant jurisdiction of the USA in which the Customer is located;
    3. in London, England where the Customer is based in England; or
    4. in a jurisdiction as agreed to between the parties in writing at the time of entering the Agreement.
  2. New Release means an update to the Product which is provided primarily to implement an extension, alteration, improvement or additional functionality to the Product or otherwise improve functionality or correct an error in the Product.
  3. Patch means software which has been produced primarily to overcome defects in the Product.

2. Scope of services

  1. Obligation
    1. During the Agreement Term:
      1. Dataweavers will monitor and pro-actively make changes to support the running of your Digital Experience Platform Environment;
      2. the implementation of BAU Digital Experience Platform Environment changes is limited to:
        1. scaling;
        2. End User access;
        3. Application of Security Patches;
        4. DevOps Build/Release Configuration; and
        5. Digital Experience Platform configuration;
      3. Dataweavers will provide Business Hours support to the Customer to rectify identified issues within scope; and
      4. Dataweavers may provide New Releases from time to time.

    2. Where Dataweavers is providing Support Services, such support must, at the sole option of Dataweavers, take the form of:
      1. telephone advice;
      2. email transmission correspondence;
      3. error correction by means of Patches or New Releases; and
      4. such services as Dataweavers considers are effectively provided off-site.

    3. Dataweavers will make the number of upgrades of the Customer environment as set out in the Order Form.

  2. Support Requests

    During the Agreement Term all Customer support requests must be submitted through Dataweavers’ Request Portal, which will be acknowledged in line with our severity level and target response time matrix.

  3. Third Parties 
  1. Dataweavers will deal only and exclusively with the Customer or its End Users when performing the As a Service Subscription or Additional Services
  2. The Customer must appoint a suitably qualified or informed representative to deal with and be the first point of contact in relation to the As a Service Subscription or Additional Services.

3. Changes to the Digital Experience Platform Environment

  1. If Dataweavers consider the Digital Experience Platform Environment has substantially changed from the commencement of the Agreement, then:
    1. Dataweavers will provide you with details of the resulting impact on the As a Service Subscription or Additional Services; and
    2. Both parties will negotiate in good faith in relation to varying the Agreement, including varying the Fees to take account of these changes.

4. Severity Level and Target Response Time

Severity Matrix

Severity Level Criteria Standard Support Response 24x7 Support Response
Urgent P1 Meets all the following criteria: 
• Impacts the production environment; 
• A significant impact on site visitor's experience such as an outage, unacceptable performance, or poor buying experience impacting revenue; 
• No workaround is available.
1 Business Day 1 Hour (Issues must be followed up via Support Hotline)
High P2 Meets one of the following criteria with no workaround available: 
• In a production environment, severe impact on content authoring or an intermittent issue impacting visitor experience; 
• In a production environment, issues highly affecting normal business operations or critical marketing capabilities; 
• In a pre-production environment, an immediate impact on deployment activities affecting imminent production project plans.
1 Business Day 2 Hours (Issues must be followed up via Support Hotline)
Medium P3 Meets one of the following criteria: 
• In a production environment, intermittent impact and does not critically affect normal business operations; 
• In a production environment, impact of the problem is alleviated by the availability of a workaround; 
• In a pre-production environment, a moderate impact and does not critically affect business operations; 
• In a development environment, an immediate impact on a development activity affecting upcoming project plans.
2 Business days 1 Business Day
Low P4 Meets one of the following criteria: 
• In a production environment, causes minor or no impact on business operations; 
• In a non-production environment, causes minor development delays or impact of the problem is alleviated by the availability of a workaround; 
• Documentation related queries or requests for product enhancements; 
• Issues that do not meet any of the higher severity criteria.
3 Business Days 2 Business Days

 

5. Target Response Time

Severity Level Standard Support 24x7 Support
Urgent Dataweavers will make a best effort to work on the problem during Business Hours until it is resolved or a workaround is provided.     Dataweavers will continue to work on the problem until it has been resolved or a workaround has been provided.
High Dataweavers will make a best effort to work on the problem during Business Hours until it is resolved or a workaround is provided.     Dataweavers will continue to work on the problem until it has been resolved or a workaround has been provided.
Medium Dataweavers will make reasonable efforts to resolve the problem or provide a workaround.     Dataweavers will make reasonable efforts to resolve the problem or provide a workaround.
Low Dataweavers will make reasonable efforts to resolve the problem or provide a workaround if such a problem has not been resolved in the next maintenance release of the Product or Digital Experience Platform software.     Dataweavers will make reasonable efforts to resolve the problem or provide a workaround if such a problem has not been resolved in the next maintenance release of the Product or Digital Experience Platform software.

 

6. Availability

Support

Dataweavers must provide the Support Services between 0900 hours and 1700 hours on each Business Day. 

Unless a Premium 24x7 service is part of the Customer Agreement, Dataweavers does not warrant that it will be capable of promptly receiving, processing or otherwise acting upon a request for Support Services which is made outside these hours or that it can provide on-site Support Services outside these hours.

Managed Digital Experience Platform Environment

Dataweavers will target an availability percentage of the Digital Experience Platform Environment as set out below, to help serve Production Content on the Included Website URLs on your Estimated Capacity in accordance with the Agreed Production Pricing Approach & Performance Criteria (but does not promise to meet the availability or those criteria). 

Service Name Availability Target Measurement
Content Serving Services 99.00% •    Server-side load time (Application Insights)
•    Client-side load time (Pingdom)
Continuous Provisioning, Integration and Deployment Services 99.00% Provided by Dataweavers
Digital Experience Platform Configuration Services 99.00% Provided by Dataweavers

 

7. Hosting Services Subscription

Dataweavers will monitor the availability of Third-Party Services that are part of the Minimum Hosting Service Environment Details.

Service Provider Service Name Availability Target Monitored By
Microsoft Azure DevOps 99.90% Azure Service Health
Microsoft Azure AppService 99.95% Azure Service Health
Microsoft Azure SQL 99.99% Azure Service Health
Microsoft Azure CDN 99.99% Azure Service Health
Microsoft Azure DNS 99.99% Azure Service Health
Microsoft Azure Key Vault  5sec / 99.90% Azure Service Health
Microsoft Azure Search 99.90% Azure Service Health
Microsoft Azure Redis 99.90% Azure Service Health

 

8. Availability Calculation

All Availability Targets are calculated as follows:

  1. Incidents that are excluded from Maximum available downtime include:
  2. Modification of the underlying Hosting Services Subscription, including, but not limited to changes to:
    1. the Customer Hosting Services Subscription;
    2. Resource Groups;
    3. Access control;
    4. Dataweavers and or Digital Experience Platform ARM Templates/Powershell Scripts without the knowledge of Dataweavers;
  3. Unprecedented traffic volumes where you have not agreed to increase capacity after automatic or manual advice from Dataweavers; and
  4. Events outside the control of all parties including Distributed Denial Of Service (DDOS) or Hacking Attempts.

9. Exclusions

  1. Latest release

    Dataweavers will not provide As a Service Subscription or Additional Services to the Customer where the Customer has failed to implement a New Release, where such New Release has been provided by Dataweavers.

  2. Other Exclusions

As a Service Subscription or Additional Services to be provided by Dataweavers under the Agreement do not include (unless agreed otherwise between the parties):

    1. changes to Customer Code;
    2. correction of errors or defects caused by operation of the As a Service Subscription or Additional Services in a manner other than that currently specified by the provider of the relevant Digital Experience Platform or Dataweavers;
    3. correction of errors resulting from data migration or transformation, whether performed by Dataweavers or third parties;
    4. correction of errors or defects caused by modification, revision, variation, translation or alteration of the As a Service Subscription or Additional Services not authorised by Dataweavers;
    5. correction of errors caused in whole or in part by the use of computer programs other than the As a Service Subscription or Additional Services;
    6. correction of errors caused by the failure of the Customer to provide suitably qualified and adequately trained operating and programming staff for the operation of the As a Service Subscription or Additional Services;
    7. training of staff;
    8. rectification of operator errors;
    9. rectification of errors caused by incorrect use of the As a Service Subscription or Additional Services;
    10. rectification of errors caused by the Customer or third-party equipment fault;
    11. the Customer or third-party equipment maintenance;
    12. diagnosis or rectification of faults not associated with the As a Service Subscription or Additional Services;
    13. third party materials;
    14. rectification of errors in the Customer's or third party’s data or Customer Code;
    15. furnishing or maintenance of accessories, attachments, supplies, consumables or associated items, whether or not manufactured or distributed by Dataweavers;
    16. correction of errors arising directly or indirectly out of the Customer's failure to comply with the Agreement or any other agreement with Dataweavers;
    17. correction of errors arising directly or indirectly out of any third party’s failure to comply with any agreement between that third party and Dataweavers;
    18. correction of errors or defects which are the subject of a warranty under another agreement; or
    19. to provide Support Services to any third party, at any location.