Service Level Objective for Subscription Service
I. Introduction
This Service Level Objective for Subscription Service and related support services (this “SLO”) are a part of the Master SaaS Agreement (the “Agreement”) entered into between the Customer (“you”) and Lakeside. Capitalized terms used but not defined in this SLO will have the meaning assigned to them in the Agreement. This SLO applies to the Subscription Service but does not apply to separately branded services made available with or connected to the Subscription Service or to any on-premises software that is part of the Subscription Service.
Lakeside will not modify the terms of this SLO during the initial term of your subscription; however, if you renew your subscription, the version of this SLO that is current at the time of renewal will apply throughout your renewal term. Lakeside will provide at least ninety (90) days’ notice for material changes to this SLO.
II. Incident Severity Definitions
The Subscription Service is non-operational and has a material adverse impact to your business as a whole.
A root level application or tool of the Subscription Services (such as Prevent, Visualizers, Dashboard Builder or Configure) is unavailable with no workaround and has a material adverse impact to an entire group or department of your business.
A portion of a root level application or tool of the Subscription Services is unavailable and impacts an individual or causes a degraded performance.
An enhancement is requested or there is a minor problem that does not materially interrupt or disrupt work. If you open a problem report without specifying a severity level, by default Lakeside will assign it to Severity Level 4.
III. Service Level Objectives for Support
Lakeside will endeavor to provide maintenance and support to you with respect to the Subscription Service at the time of your call or upon receipt of your electronic notification of a problem but in any event no later than the following, based on the severity of the problem. All logged requests to the Helpdesk will receive a response based on the assigned severity. The following response times are for trouble tickets which require technical support and the response times below are based upon and during the Lakeside’s support hours as specified below.
Lakeside’s technician will respond to the Customer and begin problem resolution within four (4) hours after the Customer’s initial contact. Lakeside’s goal is to make an initial assessment and provide an interim solution to the problem within eight (8) hours after the initial contact.
Lakeside’s technician will respond to the Customer and begin problem resolution within four (4) hours after the Customer’s initial contact. Lakeside’s goal is to make an initial assessment and provide an interim solution to the problem within twenty four (24) hours after the initial contact.
Lakeside’s technician will respond to the Customer and begin problem resolution within eight (8) hours after the Customer’s initial contact. Lakeside’s goal is to make an initial assessment within twenty four (24) hours and provide an interim solution to the problem within three (3) days after the initial contact.
Lakeside’s technician will respond to the Customer and begin problem resolution within eight (8) hours after the Customer’s initial contact. Lakeside’s goal is to make an initial assessment within twenty four (24) hours and provide an interim solution to the problem within seven (7) days after the initial contact.
Support Hours:
24×5 EST for Severity Level 2-4 (EST).
24×7 for Severity Level 1.
IV. Service Level Objectives for SysTrack Cloud Services
Recovery Point Objective: Service Endpoint API
During a service endpoint API outage, endpoint collection agents continue to collect data uninterrupted. SysTrack Service Endpoint itself does not store data. See Azure SQL for storage RPO.
Recovery Time Objective: Service Endpoint API
All API hosting VMs and services have built-in load balancing, failover, and redundancy. Expected failover time is 15 minutes.
Recovery Point Objective: Service Endpoint UI
During a service endpoint UI outage, endpoint collection agents continue to collect data uninterrupted. SysTrack Service Endpoint itself does not store data. See Azure SQL for storage RPO.
Recovery Time Objective: Service Endpoint UI
All UI hosting VMs and services have built-in load balancing, failover, and redundancy. Expected failover time is 15 minutes.
Recovery Point Objective: Azure SQL
Point-In-Time backups are configured for all tenant collection databases and are retained for 7 days minimum. This provides up to the minute backup availability.
As a secondary recovery method, tenant master databases can be restored from the patented distributed databases on the collection endpoints with a registry change. Regardless of the state of the service, endpoint collection continues uninterrupted. Expected loss in this scenario is only long term trend data that included devices that no longer have collection agents.
Recovery Time Objective: Azure SQL
Backup restoration process shall be completed in 4 hours or less from the time of request.
Uptime
The target monthly uptime percentage for the Subscription Service is 99.5% for a given billing month.
The time during any outages due to planned maintenance windows and cloud host provider outages are not included in the “total minutes in such month” in the following uptime calculation.
The monthly uptime percentage is calculated as follows:
Major outage minutes in a month/total minutes in such month.
Major outages are outages that affect 100% of users attempting to access the UI.
V. Service Level Objective for SysTrack On-Prem Components
On-prem components of SysTrack such as the collection agent and if applicable, the on-prem master service are not covered under this SLO.
VI. Excluded Performance of Availability Issues
This SLO and any applicable service levels do not apply to any performance or availability issues:
Due to force majeure issues as specified in the Agreement;
Due to outages and performance issues related to cloud provider;
That result from the use of services, hardware, or software not provided by us, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or services;
Caused by your use of the Subscription Service after Lakeside advised you to modify your use of the Subscription Service, if you did not modify your use as advised;
During or with respect to preview, pre-release, trial or early-adopter versions of the Subscription Service, feature or software (as determined by us) or to purchases made using Lakeside subscription credits;
That result from your unauthorized action or lack of action when required, or from your employees, agents, contractors, or vendors, or anyone gaining access to our network by means of your passwords or equipment, or otherwise resulting from your failure to follow appropriate security practices;
That result from your failure to adhere to any required configurations, use supported platforms, follow any policies for acceptable use, or your use of the Subscription Service in a manner inconsistent with the features and functionality of the Subscription Service (for example, attempts to perform operations that are not supported) or inconsistent with our published guidance;
That result from faulty input, instructions, or arguments (for example, requests to access files that do not exist);
That result from your attempts to perform operations that exceed prescribed Fair Use Agreement, located at https://www.lakesidesoftware.com/policy/fair-use, or that resulted from our throttling of suspected abusive behavior;
During planned maintenance periods.
Due to your use of Subscription Service features that are outside of associated support windows specified above; or
For licenses reserved, but not paid for, at the time of the Incident.