This Service Level Agreement (SLA) is part of the agreement between iPaper A/S (‘iPaper’) and the Customer. It encompasses iPaper’s Enterprise product, as well as add-on services (in total, the ‘Solution’) and shall be considered an amendment to iPaper’s Terms of Service. iPaper acknowledges that the Customer is paying for the services at or above the service levels set forth in this SLA. This SLA does not cover custom development projects.
iPaper and the Customer mutually commit to work together in a professional and respectful manner, dealing with error handling, to minimize implications for the other party.
The following terms will be used throughout this SLA:
‘Users’ are persons accessing the iPaper administration system, as well as end-user viewing flipbooks, binders, pop-ups, etc.
‘Office hours’ means Monday-Thursday from 8 AM to 5 PM CET and Friday from 8 AM to 4 PM CET. Public holidays are not included. Public holidays include New Year's Day, Maundy Thursday, Good Friday, Easter Monday, Great Prayer Day, Ascension Day, Whit Monday, Christmas Day, and Boxing Day.
‘Business Day(s)’ means official work days from Monday-Friday excluding public holidays.
‘In-app’ means a function that is available within the iPaper CMS backend.
‘Availability’ means that an iPaper catalog, as well as the iPaper CMS backend, can be loaded in less than 10 seconds, no matter the geographical location. This assumes an optimal internet connection and that there are no third-party delays outside the control of iPaper. Loading of user data, enrichments, and third-party data are not included as they will naturally vary in size and load time.
‘Uptime’ is defined as the time in which iPaper flipbooks are available.
‘Downtime’ is the total accumulated minutes during which the iPaper catalogs are unavailable. Downtime does not include unavailability of the catalogs due to factors outside iPaper’s reasonable control outlined in the “Force Majeure” section.
‘Scheduled downtime’ is a period of time designated in advance during which changes, releases, and, patches etc. can be implemented with minimal inconvenience for the Customer.
‘Error’ is any kind of defect where the iPaper solution does not work as intended and/or promised.
Friendly, efficient, and educated support is a part of iPaper’s culture. As a result, we have a high Customer loyalty with an NPS score of 75+. We do what we can to give our Customers an answer within minutes of their request.
On the first response, the iPaper Support representative classifies the support request, requests additional information if needed, and informs the Customer that the support request is being reviewed by the Support Team. The Customer must document the nature of the problem and provide all information required by iPaper to process the support request. After the first response, the Support Team will keep the Customer informed on the status of the support request.
All support requests must be made by phone +45 7216 1772, by email email@example.com or via the in-app chat function. Support requests are accepted by iPaper within office hours. All support requests received outside office hours will be handled on the following business day.
Should the Customer experience critical severity errors outside office hours, the Customer can contact iPaper by phone.
Our goal is to ensure that iPaper CMS is fully available for the use of the Customer including all Users 24 hours a day, 7 days a week, and 365 days a year. To ensure this, we offer an uptime guarantee of 99.5%, measured as a running average over a period of a month.
Uptime is measured in minutes and recognizes both scheduled and unscheduled downtime in the calculation of uptime.
iPaper works proactively to ensure the Customer the lowest amount of downtime.
Downtime does not include the following situations:
In case of major changes or maintenance on iPaper CMS, iPaper reserves the right to halt the iPaper CMS as long as iPaper informs about the planned maintenance at least seven days in advance. Scheduled downtime is always planned to cause minimal inconvenience for our Customers.
iPaper shall not be deemed to have failed to meet the uptime guarantee solely to the extent that such failure is directly and solely caused by an event outside iPaper’s reasonable control. Events include, but are not limited to, Acts of God (including fire, flood, earthquake, storm, hurricane, or other natural disaster), war, invasion, act of foreign enemies, hostilities (regardless of whether war is declared), civil war, rebellion, revolution, insurrection, military or usurped power or confiscation, terrorist activities, nationalization, government sanction, blockage, embargo, labor dispute, strike, lockout or interruption or failure of electricity.
In case of Errors being reported, iPaper has the following obligations with respect to Errors of each severity level.
A Critical Severity Error is one that has significant impact on the Solution, including an Error that results in:
For Critical Severity Errors, it is iPaper’s obligation to start Error correction within 30 minutes of the Error being reported, and to resolve it as soon as possible. Critical Severity Errors must be reported to iPaper Support via phone, followed up by an email.
A Medium Severity Error is one that has impact on the Solution, including any Error that results in:
For Medium Severity Errors, it is iPaper’s obligation to start Error correction within one Business Day, and to resolve it as soon as possible.
A Low Severity Error is any Error that is neither a Critical nor a Medium Severity Error, which impacts the iPaper solution in any significant way. This includes issues related to test environments.
For Low Severity Errors, it is iPaper’s obligation to start Error correction within 5 Business Days.
If iPaper fails or has reason to believe that it will fail to meet any service level, iPaper will promptly notify the Customer, locate the reason for such failure, provide the Customer with information detailing the cause of such failure, and to the extent such failure is caused by iPaper’s failure to perform all its obligations hereunder, provide the Customer with information detailing a procedure for rapidly correcting such failure; and take all appropriate preventive measures so that the service level failure and its underlying causes do not recur.
If iPaper fails to comply with the terms of this SLA, the Customer may demand compensation from iPaper.
If the actual uptime is lower than the uptime guarantee, the Customer may demand a reduction in payment for that period if the reduced uptime is due to conditions under iPaper’s control.
Compensation is calculated using the following formula:
Price paid quarterly * (uptime guarantee - actual uptime) + 25%
The following example shows the calculation of compensation based on a firm with a $1000 monthly payment. The actual uptime is assumed to be 97%.
($1000/month * 3 months) * (99.5% - 97%) + 25% = $93.75
Compensation can amount to no more than the amount that the Customer has paid iPaper for the relevant 3-month period on which the compensation calculation is based.
Security and procedures are described on iPaper’s website at www.ipaper.io/security.
iPaper constantly monitors the core hosting equipment – that is, software, servers, storage- and network equipment.
Each minute iPaper tests randomly selected catalogs from several locations in the world to ensure a satisfying load time and system availability from different parts of the world.
Unless otherwise stated, iPaper maintains a fixed daily backup cycle of 14 days recovery. Backup data is stored offsite at least bi-weekly.
If Customer data recovery is needed, you must contact iPaper support. The Customer will be billed for the time spent on recovering data. iPaper’s backup can be used to recover, by the Customer, deleted data. The primary purpose, however, is the protection of iPaper’s system against catastrophic events, which the recovery time of individual Customer data also reflects.
It is iPaper’s responsibility to perform and store backups in a responsible and timely manner, without noticeable impact on the Customer’s products.
iPaper provides a status page outlining downtime and past incidents as well as past and current uptime percentages.
The Customer can subscribe to incident updates by email, RSS, and text messages.
The status page can be accessed at status.ipaper.io.