Build new revenue streams, activate digital strategies, and build a recurring revenue.
Stop managing the overhead of infrastructure, applications, security, performance and upgrades.
Discover how the world's leading brands use Dataweavers.
Looking to understand the difference that we provide, start here.
Understand how we add value to digital teams by looking under the hood.
Meet the team behind the platform & hear our story.
Build new revenue streams, activate digital strategies, and build a recurring revenue.
Stop managing the overhead of infrastructure, applications, security, performance and upgrades.
Discover how the world's leading brands use Dataweavers.
Looking to understand the difference that we provide, start here.
Understand how we add value to digital teams by looking under the hood.
Meet the team behind the platform & hear our story.
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:
2. Scope of services
3. Changes to the Digital Experience Platform Environment
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:
9. Exclusions
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.
As a Service Subscription or Additional Services to be provided by Dataweavers under the Agreement do not include (unless agreed otherwise between the parties):