Service Level Agreement
Last modified: January 1, 2024
A. Definitions
- Business Days: 9:00 AM to 5:00 PM (CET / CEST) on weekdays, excluding weekends, Dutch national holidays and days prior to which Alumio has announced that it is closed.
- Business Hours: hours between 9:00 AM to 5:00 PM (CET / CEST) on weekdays, excluding weekends, Dutch national holidays and days prior to which Alumio has announced that it is closed.
- Customer: a natural person or legal entity that concludes a ‘Alumio License Agreement’ with Alumio to use Alumio’s Service.
- Evening hours: between 5:00 PM and 9:00 AM (CET / CEST) on weekdays, excluding weekends, Dutch national holidays and days prior to which Alumio has announced that it is closed.
- Implementation partner: the third party retained by Customer pursuant to a separate agreement that is responsible for the setup, configuration, and maintenance of the Service.
- Incident: an unexpected failure of the Service to work as agreed upon between Alumio and Customer, which is reported to Alumio by Customer and which is reproducible by Alumio.
- Alumio: the company Alumio B.V. established in Groningen (The Netherlands) and registered with the Dutch Chamber of Commerce under registration number 71996451.
- Response Time: the time between 1) the time at which Customer has reported an Incident in accordance with this SLA, and 2) the time at which Alumio has sent a confirmation of receipt to Customer.
- Resolution times: The period starting from the time Alumio sends a confirmation of receipt to the Customer (as defined under Response Time) to the time a resolution is achieved for the reported Incident. Resolution includes the implementation of a fix or a workaround that restores functionality, or providing a clear plan or timeline for such resolution. This time frame is subject to the complexity and severity of the Incident, and the efforts taken to resolve it in alignment with the agreed service terms.
- Service: The Integration Platform or API Plugin excluding any made configurations by the Customer or Implementation partner.
- Integration Platform: the integration platform which is made available by Alumio to Customer via the internet (Platform-as-a-Service) under the ‘Alumio License Agreement’.
- API Plugin: The native software which is made available by installing software in the Customer’s ERP software under the ‘Alumio License Agreement’.
- Configuration: the configured connection and integrations done by the Customer or Implementation partner within the Integration Platform between the IT systems or data sources of the Customer and/or third parties, allowing data to be processed by importing and exporting the data from within the Integration Platform. Import configurations retrieve data from third-party systems or data source and export configurations take the received data, transform it into the format a third-party system expects, and send it to a third-party system.
- Technical Support: Availability of (a) contact person(s) within Alumio with in depth knowledge of Alumio, to support the Customer on a case-by-case basis.
- Weekend: from Friday 5:00 PM until 9:00 AM on Monday (CET / CEST).
B. Reporting incidents
Customer is able to report Incidents in several different ways depending on the priority level and the time of day. See the contact options and details in paragraph B.4 and B.7. This SLA is not applicable to Incidents reported by Customer in other ways than provided for in this SLA.
B.1. Priority levels
Incidents, provided they qualify for further handling by Alumio, are classified according to the following priority levels:
Priority level
Description
1
Fatal Incident. Complete loss of functionality or access to the Service.
2
Major Incident: Incident causing major problems for Customer in its ability to use the Service. For example when the Service is extremely slow or when main functionalities of the Service are not useable.
3
Average Incident: Incident affecting only certain non-critical functions of the Service. For example, when the Service is slow, or when main functionalities are still available, but certain secondary functionalities are not available.
4
Minor Incident: All other Incidents. For example: minor bugs that do not have a significant impact on the usability of the Service.
Priority levels are reasonably determined by Alumio’s (support) staff handling the Incident taking into account Customers Incident report.
B.2. Escalation policy, uptime guarantees and backup procedures
Alumio endeavors to provide Incidents reported by Customer with appropriate attention and priority in accordance with the following Response Times and availability of Alumio support staff:
Starter Edition
Essential Edition
Growth Edition
Enterprise and Custom Edition
Uptime guarantee
99,8%
99,8%
99,85%
99,9%
Response times
Priority level 1 Support availability: 24 hours a day, 7 days a week
< 4 hours
< 4 hours
< 2 hours
< 1 hour
Priority level 2 Support availability: Business hours
< 24 hours on business days
< 24 hours on business days
< 1 business day
< 2 hours
Priority level 3 Support availability: Business hours
< 3 business days
< 3 business days
< 1 business day
< 4 hours
Priority level 4 Support availability: Business hours
< 5 business days
< 5 business days
< 2 business days
< 4 hours
Resolution times
Priority level 1 Support availability: 24 hours a day, 7 days a week
< 1 hour
Priority level 2 Support availability: Business hours
<2 hours
Backups
Backup
Every 24 hrs
Every 24 hrs
Every 12 hrs
Every 6 hrs
Backup history
Up to 7 days history. One time per day. 7 days per week
Up to 7 days history. One time per day. 7 days per week
Up to 14 days history. One time per day. 7 days per week
Up to 30 days history. Three times per day. 7 days per week
B.3. COMPENSATION FOR NON-COMPLIANCE SLA
Response and resolution times
If the Customer is of the opinion that the response and/or resolution times are not being achieved, the Customer can request a submit a request for compensation. The Customer must collect evidence and send it to Alumio. Alumio will review the request and provide feedback to the Customer.
Uptime guarantee
Availability of the Services is measured in the form of uptime of the Service and is defined as the period when the Customer is to use the Services with defined functionality.
The Service shall have the uptime guarantee as agreed, 24 hours a day, seven days a week, except for notified periods of updating and maintenance.
This uptime guarantee does not include loss of access to the Service caused by circumstances beyond Alumio’s control, or loss of access to the Service that is of little or no significance in the Customer’s day-to-day operation.
The total number of minutes that one or more Services are unavailable because they were not accessible is calculated as follows.
A = G * [1 – (t : T)]
G = uptime guarantee in %
t = the number of minutes that the Service was unavailable during the month
T = total number of minutes per month
If Alumio does not meet the uptime percentage levels, Customer will be entitled, upon written request, to a service level credit (Service Level Credit) to be calculated as a percentage of a monthly average fee derived from one-twelfth (1/12th) of the then-current annual fee paid to Alumio. The Service Level Credits are determined as follows:
Monthly uptime guarantee
Deviation
Discount credits on monthly fee
99,9
< 99,9 - 99,8
< 99,8 – 98
< 98 - 97
< 97 = material breach
10%
20%
30%
99,85
< 99,85 - 99
< 99 - 98,5
< 98,5 – 96,5
< 96,5 = material breach
10%
20%
30%
99,8
< 99,8 - 98
< 98 - 97
< 97 - 96
< 96 = material breach
10%
20%
30%
In case of a material breach the Customer may choose to terminate the Alumio - License Agreement’ with immediate effect and receive a refund proportionate to the charges of the remaining service period.
Customer shall only be eligible to request Service Level Credits if Customer notifies Alumio in writing within thirty (30) days from the end of the month for which Service Level Credits are due. All claims will be verified against Alumio’s system records. In the event after such notification Alumio determines that Service Level Credits are not due, or that different Service Level Credits are due, Alumio shall notify Customer in writing on that finding. Service Level Credits will be applied to the next invoice following Customer’s request and Alumio’s confirmation of available credits.
B.4. Technical support
Under the Enterprise Edition and Custom Edition license agreement, Alumio offers Technical Support, which is defined and governed by the following terms:
- Support Structure: Eligible customers are granted up to four sessions of Technical Support each month. Each session is limited to a duration of 30 minutes.
- Communication Channels: These support sessions may occur through direct contact, including email, phone calls, or video conferences, with a designated Alumio employee.
- Resource Allocation and Scheduling: The allocation of resources for Technical Support, including the selection of the appropriate Alumio employee, is at the sole discretion of Alumio and is subject to the availability of these resources.
- Purpose of Support: The primary objective of these Technical Support sessions is to provide guidance and answers to questions regarding specific configurations within the Alumio Integration Platform.
- Limitations of Support: Additional Technical Support hours beyond the stipulated four sessions per month are not available for purchase. Moreover, any unused Technical Support sessions within a given month will not be carried over to the subsequent month.
B.5. Contact options
If the Customer wishes to report an Incident, the Customer must contact Alumio via the channels below. Depending on the priority level, date and time, different channels must be used by Customer to enabling Alumio to process Incident reports effectively. Besides a general and an emergency telephone number, Alumio uses a Helpdesk where Customer may report Incidents. The Helpdesk is a ticket system where Customer may report Incidents by creating a new support ticket.
Priority level*
Business Hours
Evening hours
Weekend
1
General number / Emergency web page
Emergency web page
Emergency web page
2
Helpdesk
Helpdesk
Helpdesk
3
Helpdesk
Helpdesk
Helpdesk
4
Helpdesk
Helpdesk
Helpdesk
*If necessary, further details must be provided via Alumio's Helpdesk in order to efficiently collect and analyse additional information (i.e. screenshots).
B.6. Technical assistance
Alumio provides several services to establish connectivity between third party software from the Customer. The technical assistance that Alumio provides is determined by the service that is being used by the Customer.
In order to provide Customer with feedback, Alumio must be in possession of a current (mobile) telephone number and an email address of: 1) the implementation partner for the Customer and 2) the technical contact person of the Customer. The customer is responsible for providing the most recent contact information and must keep this information up-to-date.
When requesting support, the Customer is obliged to provide the following information:
company name;
name of the relevant contact person;
contact details for follow-up (telephone number, mobile phone number, email address);
description of the Incident, as accurate as possible and insofar relevant with;
the complete URL (the web address) where the Incident occurred;
a description of the Service before and after the Incident;
screenshots;
description of the steps already taken by the Customer.
Customer agrees to assist Alumio to the best of its ability in resolving the Incident.
B.7 Technical assistance for Alumio ERP API Plugin
The Alumio native software for ERP systems will be implemented (deployed and configured) by an ERP expert, provided by Alumio. The web services that will be enabled by this software, will provide connectivity capabilities between the ERP system and the Integration Platform. Alumio collaborates with trusted partners who are expert on the Alumio ERP API Plugin. Contracting and Legal will initially run through Alumio, but this may be changed upon written consent. Alumio offers the services to Customers via these partners, and takes full responsibility for their professional services as determined in the attached General License Terms and Conditions.
Changes in the configurations of the ERP done by Customer or Customer's ERP partner, can potentially impact the web services provided by the Alumio ERP API Plugin software. Therefore, it is the sole responsibility of the Customer to make changes in an industry best practice way, by making changes on a Test environment of the ERP first, do proper QA/test runs and then deploy the changes to the Production environment of the ERP. In order to make sure that changes in the ERP don't affect the Alumio API Plugin software, Alumio recommends the following:
Always make changes to an ERP on a Test environment first, before deploying changes to the Production version;
Always check and determine if the web services still function correctly. This can be checked in collaboration with Customers' Implementation Partner;
Always inform Alumio with upcoming changes when Customer expects it may impact the web services configuration (eg. changing an order process flow in the ERP);
Choose Alumio's Expert Services to do changes in the code, or to deliver supervision to the ERP engineers to ensure quality assurance.
In the event that Customer has its own professional (preferably certified) ERP engineers, Customer is allowed to change Alumio's API Plugin software code for emergency purposes. This gives Customer the ability to act on Priority 1 and 2 incidents without having to wait for Alumio's SAP experts to respond, under the following circumstances:
All code that has been changed by Customer must be hand over to Alumio within 48 business hours for quality assurance checks;
Alumio may request Customer to change back (roll back) the code changes made and apply optimized code changes made by Alumio. Customer commits to do these changes within a reasonable timeframe;
Customer is not allowed to make code changes to extend the functionality without prior written consent agree and code changes will always have to be hand over to Alumio.
Upon request, Customer may purchase:
Consulting, engineering or support services based on Time and Material from Alumio Partners;
A dedicated, custom SLA for the Alumio ERP API Plugin software. Please contact your sales engineer for further details.
B.8 Contact details
The contact details for the Incident report channels as mentioned in this SLA are listed below.
Contact options
Contact details
General number:
+31 (0)20 244 29 57
Emergency web page:
support.alumio.com
Helpdesk
support.alumio.com
