{"id":2314,"date":"2024-05-09T13:59:19","date_gmt":"2024-05-09T13:59:19","guid":{"rendered":"https:\/\/www.bloomreach.com\/legal\/engagement-sla-3-may-2023"},"modified":"2024-09-12T12:52:10","modified_gmt":"2024-09-12T12:52:10","slug":"engagement-sla-3-may-2023","status":"publish","type":"legal","link":"https:\/\/www.bloomreach.com\/en\/legal\/engagement-sla-3-may-2023","title":{"rendered":"Engagement Service Level Agreement"},"content":{"rendered":"<style>\ntable.brtable {<br \/>\nwidth: 100%;<br \/>\nborder-collapse: collapse;<br \/>\nborder: none;<br \/>\nfont-size: 14px;<br \/>\nline-height: 1.35;<br \/>\n}<br \/>\ntable.brtable td {<br \/>\nborder: 1px solid #333;<br \/>\npadding: 10px 10px 8px;<br \/>\n}<br \/>\n@media only screen and (max-width: 575px){<br \/>\ntable.brtable {<br \/>\nfont-size: 12px;<br \/>\n}<br \/>\ntable.brtable td {<br \/>\nborder: 1px solid #555;<br \/>\npadding: 6px 5px 4px;<br \/>\n}<br \/>\n}<br \/>\ntable.brtable--support td:nth-child(1) {<br \/>\nwidth: 10%;<br \/>\n}<br \/>\ntable.brtable--support td:nth-child(2) {<br \/>\nwidth: 50%;<br \/>\n}<br \/>\ntable.brtable--support td:nth-child(3) {<br \/>\nwidth: 20%;<br \/>\n}<br \/>\ntable.brtable--support td:nth-child(4) {<br \/>\nwidth: 20%;<br \/>\n}<br \/>\ntable.brtable--2col td:nth-child(1) {<br \/>\nwidth: 20%;<br \/>\n}<br \/>\ntable.brtable--2col td:nth-child(2) {<br \/>\nwidth: 80%;<br \/>\n}<br \/>\np {<br \/>\nline-height: 2;<br \/>\nmargin-bottom: 25px;<br \/>\n}<br \/>\n<\/style>\n<section>\n<div class=\"container\">\n<div class=\"row\">\n<div class=\"col-lg-12\"><!--content start--><\/p>\n<h1 class=\"h2\">ENGAGEMENT SERVICE LEVEL AGREEMENT<\/h1>\n<p><span style=\"font-weight: 400;\">This Engagement Service Level Agreement (\u201cSLA\u201d) sets forth the service level terms and conditions for the Bloomreach Engagement pillar subscription services identified in the applicable Sales Order between Bloomreach and Customer (\u201cAgreement\u201d). This SLA is attached and forms an integral part of the Agreement concluded between Bloomreach and Customer.<\/span><\/p>\n<p><strong>1. UPTIME<\/strong><\/p>\n<p>1.1 <span style=\"font-weight: 400;\">During the Sales Order Term (\u201cTerm\u201d) of the Agreement, Bloomreach shall guarantee Customer the monthly uptime percentage of the services as specified in the table below (\u201cGuaranteed Uptime\u201d). The Guaranteed Uptime applies exclusively to the software part of the services, namely the following elements: Bloomreach APP, API and CDN domains. The actual monthly Uptime Percentage of services is measured by a third party, Status Cake. Bloomreach reserves the right to change the monitoring tool.<\/span><\/p>\n<table class=\"brtable\">\n<tbody>\n<tr>\n<td colspan=\"3\"><strong>Guaranteed Uptime<\/strong><\/td>\n<\/tr>\n<tr>\n<td><strong>Multitenant Instance<\/strong><\/td>\n<td><strong>Single tenant Instance<\/strong><\/td>\n<td><strong>Exclusive Instance<\/strong><\/td>\n<\/tr>\n<tr>\n<td>99.6%<\/td>\n<td>99.85%<\/td>\n<td>99.85%<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>1.2 If Bloomreach does not meet the Guaranteed Uptime and if Customer meets its obligations pursuant to Section 1.5 herein, Customer will be eligible to receive the Financial Credits described in the table below:<\/p>\n<table class=\"brtable\">\n<tbody>\n<tr>\n<td style=\"border-right: none;\" colspan=\"1\"><\/td>\n<td style=\"border-left: none;\" colspan=\"3\"><strong>Percentage of monthly Fee for Subscription Services that will be credited to future invoice to Customer<\/strong><\/td>\n<\/tr>\n<tr>\n<td><strong>Actual Monthly Uptime Percentage<\/strong><\/td>\n<td><strong>Multitenant Instance<\/strong><\/td>\n<td><strong>Single tenant Instance<\/strong><\/td>\n<td><strong>Exclusive Instance<\/strong><\/td>\n<\/tr>\n<tr>\n<td>Guaranteed Uptime \u2013 99.00%<\/td>\n<td>5%<\/td>\n<td>15%<\/td>\n<td>15%<\/td>\n<\/tr>\n<tr>\n<td>98.99%-95.00%<\/td>\n<td>10%<\/td>\n<td>30%<\/td>\n<td>30%<\/td>\n<\/tr>\n<tr>\n<td>94.99%-92.00%<\/td>\n<td>15%<\/td>\n<td>50%<\/td>\n<td>50%<\/td>\n<\/tr>\n<tr>\n<td>below 91.99%<\/td>\n<td>30%<\/td>\n<td>75%<\/td>\n<td>75%<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p><span style=\"font-weight: 400;\">1.3 Customer shall have the right to terminate the Agreement during the Term if the Actual Monthly Uptime Percentage is below 91.99% for two consecutive months in any 12-month period and Customer has notified Bloomreach in every case in accordance with Section 1.5 herein that the Actual Monthly Uptime Percentage was below 91.99%. Customer shall have the right to receive a pro-rated refund of any Fees for services already paid for which fall in the period from the effective date of the termination<\/span>.<\/p>\n<p>1.4 Customer acknowledges and agrees that Financial Credits defined in Section 1.2 herein and the right to terminate the Agreement specified in Section 1.3 herein are the Customer\u2019s sole and exclusive remedies for any failure by Bloomreach to meet any obligations arising out of this SLA.<\/p>\n<p>1.5 In order to receive any of the Financial Credits described in Section 1.2 herein, Customer shall notify Bloomreach in writing by the 15th of the month following the month in which Guaranteed Uptime was not met. If Customer does not comply with this requirement, Customer will forfeit its right to receive Financial Credit. For the avoidance of doubt, the Financial Credits shall be calculated monthly.<\/p>\n<p>1.6 The aggregate maximum number of Financial Credits to be issued per month by Bloomreach to Customer under this SLA is limited to the percentage of the monthly Fee for Subscription Services specified in the table below. Financial Credits will be made in the form of a monetary credit applied to the next invoice.<\/p>\n<table class=\"brtable\">\n<tbody>\n<tr>\n<td style=\"text-align: center;\" colspan=\"3\"><strong>Maximum Financial Credits per month<\/strong><\/td>\n<\/tr>\n<tr>\n<td><strong>Multitenant Instance<\/strong><\/td>\n<td><strong>Single tenant Instance<\/strong><\/td>\n<td><strong>Exclusive Instance<\/strong><\/td>\n<\/tr>\n<tr>\n<td>30%<\/td>\n<td>75%<\/td>\n<td>75%<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p><strong>2. EXCLUSIONS<\/strong><\/p>\n<p>2.1 This SLA shall not apply to any of the following, and the Guaranteed Uptime does not include:<\/p>\n<p style=\"padding-left: 20px;\">2a) system outages (i) due to changes in the services requested by the Customer, (ii) due to implementation of security patches, (iii) notified by Bloomreach 48 hours in advance.<\/p>\n<p style=\"padding-left: 20px;\">2b) <span style=\"font-weight: 400;\">system outages caused by factors outside of Bloomreach reasonable control, and \/ or by malfunctions of systems operated by third parties (e.g. mailing, internet providers)<\/span>.<\/p>\n<p style=\"padding-left: 20px;\">2c) errors (i) caused by factors outside of Bloomreach&#8217;s reasonable control; (ii) that resulted from Customer\u2019s software or hardware or third party software or hardware, or both; (iii) that resulted from abuses or other behaviors by Customer that violate the Agreement; and (iv) system outages caused by Bloomreach&#8217;s attempts to fix errors described in Section 2.1 (c) of this SLA.<\/p>\n<p><strong>3. SUPPORT<\/strong><\/p>\n<p>3.1 <span style=\"font-weight: 400;\">The Customer can contact Bloomreach Support as follows:<\/span><\/p>\n<p>(a) via e-mail at support@bloomreach.com (or any other email address as may be indicated to the Customer in advance),<\/p>\n<p>(b) via portal at support.bloomreach.com<\/p>\n<p>(c) via messenger in the Bloomreach Engagement application (or any other tool\/contacting channel as may be indicated to the Customer in advance).<\/p>\n<p>3.2 <span style=\"font-weight: 400;\">Bloomreach shall provide a Response to the request within the Response Time described in the table below. Response Time is calculated within the specified time frame (8&#215;5 or 24&#215;7). Response Time differs depending on the type of support (Standard Support or Premium Support) the Customer is provided with based on the Agreement.<\/span><\/p>\n<p>3.3 <span style=\"font-weight: 400;\">Bloomreach operates 24&#215;7 on-call support for P1 requests (\u201cOn Call Support\u201d). P1 request is defined in the table below. The Customer can contact On Call Support by phone at any of the following phone numbers: +441303761582, +19298225878, +420910880867 (or any other phone number as may be indicated to Customer in advance). Where telephone requests are made, Bloomreach shall provide a Response upon first calling. If Bloomreach does not answer the telephone request, Bloomreach shall call back and provide the Customer with a Response within the Response Time specified in the table below. This shall not apply if the Customer calls from a hidden\/private number and Bloomreach is unable to call back<\/span>.<\/p>\n<p>3.4 <span style=\"font-weight: 400;\">Only a person authorized to act on behalf of the Customer can contact Bloomreach Support and\/or On Call Support; Bloomreach shall be eligible to verify if such person has the authorization to act on behalf of the Customer. Bloomreach may reject requests made by a person not appointed by the Customer or who does not have the authorization to act on behalf of the Customer<\/span>.<\/p>\n<p>3.5 <span style=\"font-weight: 400;\">Customer may mark its requests with the respective priority level described in the table below, which it considers to be applicable. The final classification of Customer&#8217;s request as P1, P2 or P3 is then conducted by Bloomreach based on the nature and description of the request according to the table below<\/span>.<\/p>\n<table class=\"brtable brtable--support\">\n<tbody>\n<tr>\n<td colspan=\"2\"><\/td>\n<td colspan=\"2\"><strong>Response Time<\/strong><\/td>\n<\/tr>\n<tr>\n<td><strong>Priority<\/strong><\/td>\n<td><strong>Description<\/strong><\/td>\n<td style=\"background: #ffd500;\"><strong>Standard Support*<\/strong><\/td>\n<td style=\"background: #00b2db;\"><strong>Premium Support*<\/strong><\/td>\n<\/tr>\n<tr>\n<td style=\"background: #eee;\">Urgent (P1)<\/td>\n<td>Software part of the services is not working at all (either via inaccessibility or not tracking Events)<\/td>\n<td><span style=\"font-weight: 400;\">2 hours email\/chat &#8211; 8&#215;5 phone \u2013 24&#215;7<\/span><\/td>\n<td><span style=\"font-weight: 400;\">1 hour email\/chat\/phone &#8211; 24&#215;7<\/span><\/td>\n<\/tr>\n<tr>\n<td style=\"background: #eee;\">High (P2)<\/td>\n<td>Software part of the services is not working to full functionality (e.g. inability to send email campaigns or personalize website)<\/td>\n<td><span style=\"font-weight: 400;\">4 hours email\/chat &#8211; 8&#215;5<\/span><\/td>\n<td><span style=\"font-weight: 400;\">2 hours email\/chat &#8211; 24\/7<\/span><\/td>\n<\/tr>\n<tr>\n<td style=\"background: #eee;\">Normal (P3)<\/td>\n<td>Non-critical issues without business impact, but user experience may not be optimal. Feature and other user requests.<\/td>\n<td><span style=\"font-weight: 400;\">24 hours email\/chat &#8211; 8&#215;5<\/span><\/td>\n<td><span style=\"font-weight: 400;\">12 hours email\/chat &#8211; 24\/7<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p style=\"margin-top: 10px;\">* The Agreement shall specify what type of support the Customer is provided with.<\/p>\n<p>3.6 Customer\u2019s shipping address identified in the Agreement sets forth the timezone in which Bloomreach will provide Support (Supported Time Zones), unless otherwise agreed in writing between the parties:<br \/>\nSupported Time Zones:<br \/>\nCET\/CEST &#8211; Central European Time; GMT\/BST &#8211; Greenwich Mean Time; EST\/EDT &#8211; Eastern Standard Time; CST\/CDT &#8211; Central Standard Time; MST\/MDT &#8211; Mountain Standard Time; PST\/PDT &#8211; Pacific Standard Time<\/p>\n<p>3.7 <span style=\"font-weight: 400;\">If Customer&#8217;s shipping address identified in the Agreement is not within one of the regions identified above, Customer\u2019s Support will be CET\/CEST unless otherwise agreed in writing between the Parties.<\/span><\/p>\n<p><strong>4. DEFINITIONS<\/strong><\/p>\n<p>4.1 Capitalized words not defined herein shall have the meaning ascribed to such words in the Agreement.<\/p>\n<p>4.2 <span style=\"font-weight: 400;\">In this SLA, the following terms have the following meanings<\/span>:<\/p>\n<table class=\"brtable brtable--2col\">\n<tbody>\n<tr>\n<td><strong>8&#215;5<\/strong><\/td>\n<td>8&#215;5 means every Business Day between 9am and 5pm in the Supported Time Zone.<\/td>\n<\/tr>\n<tr>\n<td><strong>24\/7<\/strong><\/td>\n<td>24&#215;7 means twenty-four hours a day, seven days a week.<\/td>\n<\/tr>\n<tr>\n<td><strong>Agreement<\/strong><\/td>\n<td>Agreement means order form, sales order, reseller agreement, cooperation agreement, or any other agreement concluded between Bloomreach and Customer.<\/td>\n<\/tr>\n<tr>\n<td><strong>API<\/strong><\/td>\n<td>The API subdomain will be used to track data on Customer\u2019s website or via Customer\u2019s backend. This will be the subdomain specifying the endpoints for all the API calls\/requests.<\/td>\n<\/tr>\n<tr>\n<td><strong>APP<\/strong><\/td>\n<td>The actual engagement online portal, which will be accessed by Customer\u2019s employees and the engagement project team, e.g., https:\/\/app.uk.exponea.com\/login.<\/td>\n<\/tr>\n<tr>\n<td><strong>CDN domains<\/strong><\/td>\n<td>This subdomain is used for serving content within Customer\u2019s engagement campaigns (in email links, survey links, consent page links, etc.) and tracking email opens and clicks.<\/td>\n<\/tr>\n<tr>\n<td><strong>Downtime<\/strong><\/td>\n<td>Downtime means that the software part of the Services is not available for a period of one or more consecutive minutes according to measurement methodology as set out in clause 1.1. Partial minutes or intermittent periods of less than one minute will not be counted towards any Downtime.<\/td>\n<\/tr>\n<tr>\n<td><strong>Monthly Uptime Percentage<\/strong><\/td>\n<td>Monthly Uptime Percentage means total number of minutes in a month, minus the number of minutes of Downtime in the same month, divided by the total number of minutes in that month and multiplied by 100.<\/td>\n<\/tr>\n<tr>\n<td><strong>Response<\/strong><\/td>\n<td>Response means that a support engineer has received the request, acknowledged it and made an assessment and prioritization of the request.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p><!--content end--><\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/section>\n","protected":false},"parent":0,"menu_order":0,"template":"","class_list":["post-2314","legal","type-legal","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.bloomreach.com\/en\/wp-json\/wp\/v2\/legal\/2314","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.bloomreach.com\/en\/wp-json\/wp\/v2\/legal"}],"about":[{"href":"https:\/\/www.bloomreach.com\/en\/wp-json\/wp\/v2\/types\/legal"}],"version-history":[{"count":0,"href":"https:\/\/www.bloomreach.com\/en\/wp-json\/wp\/v2\/legal\/2314\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.bloomreach.com\/en\/wp-json\/wp\/v2\/media?parent=2314"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}