SLA

Service Level Agreement

Version 2024-1​

Trives Solution Service Level Agreement 2024-1. This SLA is applicable to CEDAR, MAPLE, and ACACIA.

1 General​

1.1 Introduction​

This service level agreement (the “SLA”) sets forth the relevant service levels in relation to the use of the Trives Solutions software by customer under an applicable Order Document.

1.2 Definitions​

All capitalized terms used in this SLA that are not otherwise defined herein, shall have the meaning given to them in the End User Licence Agreement. Unless otherwise specified, any reference in this SLA to a section or other subdivision is a reference to a section or subdivision of this SLA.

1.3 Support Functionalities​

Trives Solutions provides for the following support functionalities at the addresses provided:

Support email: support@trivesit.nl

1.4 Submitting Support Requests​

All support requests (incidents and change requests) need to sent by email to the support email address. This enables for all required information to be properly logged and tickets can be addressed in the fastest and most efficient manner.

1.5 Support Process​

After the reception of the support request, Trives Solutions will analyse the ticket and, if applicable, try to reproduce the incident or evaluate the completeness of the information of a change request. If Trives Solutions determines the root cause of the incident is the Trives Solution software, Trives Solutions will resolve the issue according to the assigned priority, as defined under section 1.6 (Priority Levels). If the root cause of a reported incident is deemed to be an external failure (i.e. the root cause is not the Trives Solution software, but e.g. the customer specific (model of the) Mendix Application), Trives Solutions shall inform customer of such fact and Trives Solutions will have no obligation to resolve such issue. However, in such case Trives Solutions shall use reasonable efforts in supporting customer in resolving the incident which may include involving (paid) consultancy by Trives Solutions or partner of Trives Solutions. Trives Solutions will seek customer’s written approval and agreement to pay any related fees before performing such services.

1.6 Priority Levels​

Priority levels are determined based on impact and urgency, as attributable to Trives Solutions as set forth below.

Impact
  • (i) High: a high priority (production) incident with a high impact on customer’s business, impacting (almost) all users
  • (ii) Medium: a (production) incident with intermediate impact on customer’s business, impacting a group of users
  • (iii) Low: a (production) incident with no or low impact on the customer’s business
Urgency
  • (i) High: operational functionality is severely disrupted
  • (ii) Medium: operational functionality is limited disrupted
  • (iii) Low: operational functionality is not/hardly disrupted
  High impact Medium impact Low impact
High urgency Critical priority High priority Medium priority
Medium urgency High priority Medium priority Low priority
Low urgency Medium priority Low priority Low priority

If and where Trives Solutions provides for a workaround solution the priority level can never be higher than Medium. If incidents arise as a consequence of newer versions of the Mendix platform or Mendix Modeler the priority level is always Low. In any and all instances, Trives Solutions determines solely, based on the information provided in the submitted support request, the impact and urgency of any incident.

1.7 Support Hours​

Support via email is limited to the support hours as set forth below.

  Standard
Support hours Office Hours
Monday – Friday
8:00 – 18:00 Local Time
(excluding national holidays)

For purposes of this SLA, “Local Time” means the time zone for the location of the Trives Solutions legal entity the customer is contracting with under the Agreement.

1.8 Response Time and Resolution Time Objectives​

For solving incidents in Trives Solutions software, Trives Solutions offers the following response time and resolution time objectives:

  Standard Response Time Custom Response Time
Critical < 9 office hours t.b.d.
High < 18 office hours t.b.d.
Medium < 27 office hours t.b.d.
Low < 36 office hours t.b.d.

For Trives Solutions software used by non-paying Trives Solution users the support level is “Low” by default. Trives Solutions has the right to solely determine the priority level of any submitted support requests.

2 Mendix App Platform​

Trives Solutions uses the Mendix Platform for its software. Trives Solutions will only support the latest Long-Term Support Version (LTS) and the latest Medium-Term Support Version (MTS) of the Mendix Platform. Customers that run older versions (for example on a dedicated instance/host) need to upgrade first to one of the supported releases in order to get support according to this SLA.

For any support requests regarding (the implementation of) new releases, the support level will be set to “Low”. Release notes of Trives Solutions software will be published on the release notes page of Trives Solutions.

3 Software Availability

Trives Solutions will make reasonable efforts to make Trives Solutions software available with an uptime of 99% each month (“Target Availability”). If Trives Solutions is unable to provide Target Availability for two consecutive months, it will provide customer, on request, with an description of the reasons why Target Availability was not provided.

The calculation of uptime will not include unavailability due to (i) internet or cloud hosting outages, (ii) force majeure (as defined in the EULA), (iii) customer’s equipment, software, network connections or other infrastructure, (iv) scheduled or emergency – maintenance.

4 Pricing & credits

Customer is obligated to pay the price to use the software, and, if applicable, for a certain amount of credits, as agreed to in the Order Document. Said credits Trives Solutions may, if it determines that it failed to meet its obligations under this SLA and EULA, return (or grant) a certain amount credits to customer.