ComplyPro 구독 – 추가 서비스 수준 계약
The following Service Level Agreement (SLA) supplements the SELECT Agreement to further define ComplyPro specific Availability and Support Commitments. In the event there is a conflict between this SLA and the SELECT Agreement, this SLA shall prevail.
가용성 약정
Bentley shall use commercially reasonable efforts to provide the services described in this ComplyPro SaaS proposal (“Cloud Offering Quote”) to provide System Availability, Offering Availability, Recovery Time Objective (RTO), and Recovery Point Objective (RPO) per Table 1 below:
표 1 – 가용성
이름
Availability Commitment %
Availability Period
RTO
RPO
ComplyPro SaaS
99.9
24×7
24시간
24시간
벤틀리는 다음 계산을 기반으로 한 달 동안 가용성 약정에 대한 성과를 측정합니다.
Availability % = Available Minutes – Unscheduled Downtime Available Minutes
The Availability Commitment excludes downtime due to Scheduled Maintenance Windows.
Users will be given notice of Maintenance Windows which will be used to apply required patches to the IT infrastructure to ensure the continued security, availability and performance of the system.
구제책
Bentley shall provide Subscriber remedies for any Bentley failure to meet the Availability Commitment during any single calendar month (the “Cover Period”). Upon the first instance, Bentley shall make a good faith effort to understand the cause and make reasonable repairs to prevent the failure from occurring again and provide Subscriber with a written explanation of the cause and the remedy. Upon any subsequent instance, in addition to the remedy set forth above, Bentley shall also provide a Service Credit to Subscriber as described in Table 2.
Table 2 – Standard Remedies
가용성
서비스 크레딧
98 % -- 99.8%
2% of Monthly Charge
95 % -- 97.9%
4% of Monthly Charge
95% 미만
5% of Monthly Charge
Bentley will apply any Service Credits only against future amounts due from Account for Subscription Fees. Service Credits will not entitle Subscriber to any refund or payment from Bentley. Unless claimed within sixty (60) business days following the end of the Cover Period to which they correspond, all Service Credits are waived with respect to that period of service. Subscriber agrees that other than the Service Credits set forth herein, Bentley shall have no liability for any damages arising from any interruption, suspension, termination or modification of the offering, or for any loss or damage to any Subscriber Data.
In respect to Service Credits, Bentley’s total Aggregate credit liability is limited to ten percent (10%) of the Subscription Fees paid to Bentley in the trailing four Quarters (as defined below) prior to the Quarter in which the incident(s) occurred; and in respect of all other claims, losses, or damages, whether arising from tort (including negligence), breach of contract, or otherwise under or in connection with this agreement, shall in no event exceed the Subscription Fees paid to Bentley in the trailing four Quarters prior to the Quarter in which the event giving rise to the liability occurred.
A “Quarter” is a three-month calendar period commencing on the first day of a calendar month.
지원 목표
Bentley will, in consultation with the User(s) responsible for reporting incidents, classify each reported, verifiable and reproducible incident per Table 3 and use commercially reasonable efforts to resolve such incidents in accordance with the targets specified in Table 4.
표 3 – 우선순위 분류
이름
분류
설명
예시
우선순위 1(P1)
Urgent
An incident that has or is likely to have a major impact on users’ ability to maintain business operation. The incident results in any outage or loss of any key functionality of a critical application or service. The incident affects multiple locations, or all users in one (1) location.
Users at multiple sites cannot access the system and no workaround exists.
우선순위 2(P2)
중대함
Incident which impairs the users’ ability to maintain business operation causing a severe degradation of service or resulting in some important functionality being unavailable. There is no long-term acceptable workaround for the business, however operation can continue in a restricted fashion. The incident results in loss of the “normal” functionality of an application or service for multiple users, but not all, in one (1) or more locations.
Users can access system and, while a workaround exists, there is material degradation of functionality or performance.
중간
Incident which causes a loss of some important functionality. There is an acceptable workaround for the business and operation can continue in a restricted fashion. The incident results in loss of functionality of a “normal” application or service.
A non-critical service is not available to some users.
우선순위 4(P4)
낮음
Incident which has little or no significant impact on the business. Low impact & low urgency.
The behavior varies from user expectations, but the system works as designed. Resolution would occur during a future update.
표 4 – 사고 대응 및 해결 목표
우선순위
Support Availability
Support Geography
Response
Resolution or workaround target
업데이트 간격
P1
24×7
Global
1시간
1일
4시간
P2
24×5
Global
2 Hour
5 영업일
4시간
P3
24×5
Global
4 Hour
10 영업일
1일
P4
24×5
Global
8 Hour
Mutally Agreed
On Requeat
Where a workaround is provided for P1-P3 issues, a timescale for any permanent fix will also be provided.
서비스 종료 및 가입자 데이터
Upon termination of SUBSCRIBER’s ComplyPro Subscription, Bentley will deactivate any remaining user accounts and provide an export of Subscriber’s data in a standard, generally accepted electronic form within ten (10) business days and places no restrictions on its use by the Subscriber. Unless otherwise requested, Bentley will delete all copies of Subscriber’s data from its servers within two (2) weeks of being notified that the Subscriber has successfully read the files, or within four (4) weeks of the data being provided if no confirmation or associated Service Request is received.
Note: it may take up to an additional two (2) weeks for backups of that data to expire.
