Service Level Agreement


The Service Level Agreement (“SLA”) set out below is provided to our subscribed users (“Users”) in accordance with the subscribed Services.

Capitalised terms used, but not defined in this SLA, are defined in our Terms and Conditions which regulate our Services. 


1. Live Support


Trajaan offers live support for Users on business days during business hours. For the purposes of this SLA: 


  • A business day is any day that is not Saturday, Sunday or any public holiday in France. 

  • A business hour in any hour between 09:00 – 18:00 UTC+1


For assistance with the live support, Users must file a support request by email to [email protected] or, depending on the subscribed Services, by email or phone to his customer success manager or via the dedicated third-party live chat software (if applicable). 

Users must include a clearly written description of the problem, and where applicable, include a URL to the affected subscribed Services. In addition, users must also include any steps that it can reasonably identify that would allow Trajaan to replicate the problem (a “Valid Support Request”). 

Following receipt of a Valid Support Request, Trajaan will use commercially reasonable efforts to provide an answer as per Trajaan Support Targets.


2. Trajaan Support Targets


Trajaan reserves the right to prioritise resolution of support requests dependent on the severity of the issue identified and the impact on the subscribed Services to User and the entire customer base.


Standard Support:

Priority

Initial Response Time

Updates from Trajaan

Resolution

High

8 hour (on business day)

Once per business day

Critical function is restored or workaround is given

Normal

1 business day

Upon status change

Instruction or workaround is given

Low

2 business days

No updates provided

Question is answered


Premium Support:

Priority

Initial Response Time

Updates from Trajaan

Resolution

High

4 hour (on business day)

Every 6 business hours

Critical function is restored or workaround is given

Normal

1 business day

Once per business day

Instruction or workaround is given

Low

2 business days

No updates provided

Question is answered


Response times are measured from when User notifies Trajaan support team with a Valid Support Request about a performance problem with the subscribed Services. 

Priority Level Definitions:

  • High: Critical Function Issue – Degraded service that substantially impairs the use of one or more features of the platform required to perform necessary business functions.

  • Normal: subscribed Services are impaired but the reported error or issue has a reasonable workaround and does not pose a serious business impact.

  • Low: minor malfunctions, slowness, general questions about documentation, training or use of subscribed Services.



3. Services Availability


For all subscribed Services, Trajaan will use commercially reasonable efforts to provide 99% Availability, measured per month. “Availability” means that the subscribed Services are available 24 hours per day, 7 days per week, excluding any downtime of third-party providers, scheduled and unscheduled maintenance time to implement updates, upgrades or other modifications (“Excluded Events”). 


Trajaan will use commercially reasonable efforts to notify our Users at least twenty-four (24) hours prior to any scheduled maintenance that will impact Users to minimise the effect of such maintenance on the subscribed Services and as soon as reasonably possible for any unscheduled maintenance. 

In addition, Trajaan will try to minimise disruption by scheduling maintenance between 20:00 on Friday to 08:00 on Monday (UTC+1) without guaranteeing this will always be the case.



4. Calculation of Availability


Availability is measured on a monthly basis and calculated by subtracting from 100%,  the total percentage of 1-minute periods for which there is no external connectivity and the subscribed Services do not service obligatory data requests as required for functionality.

Availability is measured 24x7x365 by testing live queries and uptime from a remote test server, located outside of and remote to the production infrastructure. 


In addition to the Excluded Events, the Availability calculation excludes the following: (i) unavailability caused by circumstances beyond Trajaan’s reasonable control, including, without limitation, acts of nature, acts of government, emergencies, natural disasters, flood, fire, civil unrest, acts of terror, strikes or other labor problems (other than those involving Trajaan employees), or any other force majeure event or factors; (ii) interruptions or delays in providing the subscribed Services resulting from telecommunications or Internet service provider failures; (iii) any interruption or unavailability resulting from User’s use of the subscribed Services in an unauthorized or unlawful manner or any interruption resulting from the misuse, improper use, alteration, or damage of the subscribed Services; and (iv) any problems resulting from User’s or any third party’s acts, errors or omissions or any systems not provided by Trajaan.



5. Service Credits


If Trajaan fails to meet the Availability for a given subscribed Service in a calendar month, the User will be entitled to receive a credit off of monthly fee (“Credit”) as follows:


Availability

Credits

at least 99%

0%

≥ 97% but < 99% 

5%

≥ 96% but < 97% 

10%

≥ 95% but < 96%

15%

less than 95%

20%

Additionally, if the Availability falls below 95% for two (2) consecutive calendar months, the User shall have the right to terminate his contract with Trajaan. Such right must be exercised within 10 days of the end of such 2 month period or the User will be deemed to have waived its termination right with respect to that particular 2 month period.  Upon effective termination, Trajaan shall refund the User any prepaid and unused subscribed Services fees as of the date of termination.



6. Request for Credit


To receive a Credit, the User must request the Credit in writing to Trajaan within 15 days of the end of the calendar month in which the Availability service level was not met or shall be deemed to have been waived by the User. Credits are only applied to future invoices, unless the User has paid all outstanding invoices. If the User has paid all outstanding invoices, Trajaan will give to the User a refund in cash for the amount of the service credit within 30 days of the User’s request. 

The right to a Credit and/or the right to terminate the Agreement (as per article 5) shall be the sole and exclusive remedy available to the User in the event of unavailability of the subscribed Services as set forth herein. In no circumstance shall the unavailability of the subscribed Services be deemed a default or material breach under the contractual arrangement between Trajaan and the User or this SLA.


All credit requests will be verified against Trajaan’s system records. 




Last Edited on February 9, 2022



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