Operational Services. The Operational Services component comprise the following services provided in respect of the Software: Layer Common tasks Competencies KPIs Application Maintenance Operate (upgrade, patch, backup) all services; Test and Promote new versions Application specific Application Bug fixing times – based on Ontotext standard SLA terms Monitoring & log management Maintain monitoring service/develop service health checks. Cluster restoration in case of failure. Application specific Uptime / Responsiveness – aim for 99.9% availability (Calculated over 1 year) OS OS configuration and patching OS maintenance OS Maintenance times - based on Ontotext SLA terms The production environment will be actively monitored 24/7 and our internal live monitoring system will automatically notify Ontotext’s support team in case of any potential issue/disruption of the system to take action. Apart from that, the Client’s team will be able to raise tickets at any time via their JIRA support portal. The service availability metric is calculated according to the formula: ● Availability = (1 - (number_of_failed_requests) / total_number_of_requests)) * 100 Periods of agreed downtime will be excluded from the availability calculation.
Appears in 2 contracts
Sources: End User Software as a Service Agreement, End User Software as a Service Agreement