Dosha Cloud ERP Service Level Agreement and Services
(Updated September 25, 2020)1
GENERAL TERMS & INFORMATION
A. GENERAL TERMS & DEFINITIONS
applicable to the Single Tenant SaaS or Hosting Services (“Service”) that either Dosha or its Affiliate (“Dosha ”, “we”, or “our”) will provide to you (“you” or “Customer”). This Specification is subject to the Cloud Services Agreement, Master Customer Agreement or similar agreement (“Agreement”) between you and Dosha .
B. SERVICE OVERVIEW. Dosha uses commercially reasonable efforts to furnish our Single-Tenant SAAS and Hosting offering, which consists of three main Service elements, each of which is described below: Hosting Services; System Management; and Services Delivery. We have designed the Service to help accomplish two main goals: (1) First, to allow you to access and to use Dosha ’s Software (and certain hosted Third Party Applications) which you have ordered (but, you may only access and use those Software features which you have ordered); and (2) Second, to help ease your operational and administrative burdens of managing the environment in which your ERP cloud environment and related software applications reside.
HOSTING SERVICES
▪ Servers (physical or virtual)
▪ Firewall and security services (which include intrusion protection, anti-virus, and anti-spyware applications)
▪ Data center connectivity
▪ Storage (subject to reasonable and customary limits)
▪ Software licensing (e.g. operating system, Terminal Services, DATABASE Server and 2X Application Server as applicable)
SYSTEM MANAGEMENT
A. SYSTEM MANAGEMENT – OVERVIEW. A second aspect of our Service is “System Management”, which involves a suite of managed services (described below) for the following system elements (when applicable):
Systems:
Managed Services:
1. BACKUP AND RESTORE
Our Backup and Restore services are designed with the following backup and restore policies:
Backup
▪ Virtual machines backed up once per day and kept for seven days
▪ Backups conducted in the early morning for the time zone of the server location (e.g. 1:00am) ▪ Database transaction log backups taken every 15 minutes
▪ Daily database backups retained for 5 days
▪ Weekly database backups retained for 9 weeks
▪ Monthly database backups retained for 12 months
▪ Yearly database backups retained for 7 years
Restore
are billable.
to charge our then-applicable fees to the extent such restoral is not attributable to any fault of our own
IMPORTANT
Dosha ’s backup and restore services are intended to enable the timely restoration of your data as a result of the events described above and are not intended to substitute for your data retention requirements. Dosha makes no guaranty about its ability to restore from yearly backup media.
2. DATABASE ADMINISTRATION
Database Administration services are designed to:
provide general performance tuning recommendations error checking, script execution and database job scheduling)
EXCLUSIONS
Activities that are not included in the Database Administration services list above are Customer’s sole responsibility. These activities include (but are not limited to) correcting data entry mistakes that were not the fault of Dosha .
3. APPLICATION MAINTENANCE
Application Maintenance services are designed to:
▪ Assist in the initial triage of incidents directly relating to your Service and act as a liaison among third party suppliers to help resolve issues materially impacting your operating environment
▪ Perform checks of application logs at your request or when required for analysis of known Software issues or due to an environmental alert.
▪ Work with you on release planning, upgrades, and production, test, and trial environments as reasonably required
▪ Verify version and patch compatibility with the Software
EXCLUSIONS
Activities which are not listed in the Application Maintenance services list above are your sole responsibility. These include (but are not limited to) the following:
• If you want to add feature functionality (or move to a “higher” level of Service), you must not only pay for any
additional functionality, but also for any time required to install, configure, and set up your upgraded application
Note: As part of the Service, the Dosha Cloud Services team will apply application “updates” to your hosted system upon your request for no additional charge. You are responsible to contract with Dosha Professional Services if you wish to apply any other Dosha software releases, generally referred to as “upgrades”. Also, if Dosha hosts application Customizations as part of the Service, you are responsible to work with Dosha ’s Custom Solutions Group (CSG) to reconcile any application “updates” and “upgrades”.
4. USER ID PROVISIONING
User ID Provisioning services are designed to:
of Customer’s designated internal security manager to complete user security access in the Software and Database.
currently stated in any process documentation
CONDITIONS:
Customer acknowledges and agrees that the User ID Provisioning Services can only be provided successfully and correctly by Dosha if Customer complies with the following procedures:
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Note: Customer will not have administrative access to Active Directory, the ERP servers or Admin Console within Dosha ERP. Customer is responsible for setting up end-user access/security parameters. Dosha accepts no liability for amendments made to the Customer’s user authorisation matrix due to an authorized request being made.
6. CAPACITY MANAGEMENT
Capacity Management is a process used to manage information technology (IT). Its primary goal is to ensure that IT resources are right-sized to meet current and future business requirements. Dosha Capacity Management services are designed to help adjust resource capacity to align with Customer’s expected demands on the Dosha system.
Capacity Management is concerned with:
7. AVAILABILITY MANAGEMENT
Availability Management aims to define, analyze, plan, measure and improve all aspects of the availability of ERP System services. Availability Management services are designed to:
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8. INCIDENT MANAGEMENT
An “Incident” is any event that is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in, the quality of that service.
Incident Management services are designed to help manage all events in which the normal operation, performance and/or availability of the System is reduced or interrupted. When an incident occurs, the purpose of the cloud services team is to restore normal service operations as quickly as possible with minimal impact on either the business or the user.
Basic Process Overview:
9. CHANGE MANAGEMENT
Change Management services are deisgned to follow a standard operating procedure before making changes to Customer’s system to help minimize the impact of change upon service quality.
Change Management may involve the following: ▪ System hardware
▪ Network and communications equipment
▪ System software (e.g. operating system)
▪ Application software
▪ System documentation
▪ Procedural documentation
Process Overview:
▪ Impact assessment
▪ Customer Notification
▪ Change coordination and implementation ▪ Validate change
▪ Sign off
OPTIONAL SERVICES (FEE BASED)
Dosha provides additional, fee-based services and infrastructure beyond the standard services listed above. Those services are listed below:
1. DISASTER RECOVERY
Termination: Customer pays 100% of fees for initial term. Contract automatically renews annually after initial contract term. After initial term, contract can be terminated with 30-day written notification. Note: contract may also be terminated if Customer decides to move to an alternate Dosha Disaster Recovery solution.
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2. TEST SERVERS
Additional Test servers may be requested and quoted. Two options exist:
SERVICES DELIVERY
Support Hours:
Personnel:
Standard Dosha ERP Services phone support hours are 8X5 local time ). However, phone support is also available. Additionally, Dosha Cloud Services monitors and triages the hosting environment 24x7x365
You agree to notify us promptly if your applicable personnel changes
INCIDENTS: SERVICE TARGETS
Dosha defines Incidents according to their nature and severity as follows:
Priority | Severity | Description | Targeted Response/Resolution Time* |
1 | High | ▪ Significant operational impact (e.g. servers down) ▪ No work-around exists | ▪ 70% of the issues solved within 2 hours from the call ▪ 90% of the issues solved within 6 hours from the call ▪ 98% of cases solved with 10 hours of the call |
2 | Medium | ▪ Manageable operational impact ▪ Work-around is available but only as a temporary solution. | ▪ 90% of the issues solved within 8 hours from the call ▪ 98% of the issues solved within 48 hours from the call |
3 | Low | ▪ Minimal or no operational impact ▪ Operations can continue utilizing a work-around | ▪ 70% of the issues solved within 3 working days from the call ▪ 98% of the issues solved within 10 working days from the call |
* We strive (a) to respond to your trouble ticket according to the schedule described in the table above, and (b) to resolve your trouble tickets that are within our control and are our responsibility as quickly as reasonably practical under the circumstances. Please note that this table describes our targeted response times; this table and the targeted responses are not guarantees.
* “Incidents” and this chart involves Hosting and System Management matters. This is not applicable to Application Support.
The following time definitions are applicable to measuring our service targets: Start:
▪ When Dosha receives notification of a call/issue from the Customer
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Pause:
▪ When waiting for a response from Customer or authorized third party
▪ When an issue is escalated to the Dosha Application Support or Development teams ▪ When a deployed fix is waiting for Customer to test
Restart: When Dosha notifies that a Pause event has ended.
Complete/Finished:
to power failures, network failures, or Third Party Applications
Service Target Measurement
When you report an Incident to Dosha , the Incident will be prioritised by us in accordance with the severity of the Incident in our reasonable opinion. The Targeted Response Time will start if reported during the applicable Service Hours, or if made outside the Service Hours, upon the next time the Service Hours commence.
UPTIME COMMITMENT
UPTIME COMMITMENT
Dosha commits to provide 99.5% availability of the Services (taken as a whole) during each calendar month of a Customer’s subscription term (“Uptime Commitment”).
SERVICE CREDIT
Customer is eligible to receive a service credit if Dosha does not meet the Uptime Commitment during a calendar month and the failure negatively affects Customer. The service credit will equal 10% of the EMS subscription fees paid for such month for each full percentage point availability of the SaaS-based services fall below the Uptime Commitment, but not to exceed 50%. For example, if availability of Dosha ’s SaaS-based services during a calendar month is equal to 97.5%, then the available credit is equal to 20% of the subscription fees paid for such month.
Dosha will calculate Uptime Commitment performance using its systems logs and records. All calculations exclude time attributable to events outside of Dosha ’s or its suppliers’ reasonable control and scheduled maintenance requirements.
CREDIT REQUEST
To receive a service credit, Customer must request the credit by emailing its Customer Account Manager or other Dosha designee in writing within 30 days following the end of the calendar month that Dosha did not meet or exceed the Uptime Commitment.
Customer must be in good standing to receive a service credit hereunder. Any service credits will be applied to a future subscription invoice.
EXCLUSIONS
Non-production (e.g., test and trial) environments are expressly excluded from the Uptime Commitment.
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OTHER/EXCLUSIONS
SERVICE COMMENCEMENT
Before commencement of Service, Dosha will notify Customer that it has completed the new system implementation, platform migration, and/or software upgrade project. Billing will begin when Dosha notifies Customer in writing that the Service environment has been released and is available.
HARDWARE AND SOFTWARE AT YOUR PREMISES
Unless expressly included in an existing Order or support agreement with us, or identified on a new Order, Dosha excludes all system items and other services residing or provided outside of our datacenter, which is hosting the Service. This means you are responsible for all hardware, software, and services other than that which is located in our datacenter, including, but not limited to computer devices, hardware peripherals, software, and internet connectivity services used to access or display the Services, or to enter or process your business data.
CUSTOMER RESPONSIBILITIES
You will at all times: (i) have sole responsibility for the accuracy, quality, integrity, legality, reliability, and appropriateness of all Ccompany Data; (ii) use commercially reasonable efforts to prevent unauthorized access to or use of the Service, and notify us promptly of any such unauthorized use; and (iii) comply with our reasonable and customary written instructions and with all applicable local, regional, federal, in Ethiopian laws in using the Service and, if using the Hosted Service outside Ethiopia, not use the Service in a manner that would violate any applicable law. You will not create Internet links to or from the Service, or frame or mirror any content forming part of the Service other than on your own intranets or otherwise for your own internal business purposes.
SUPPORT ASSIGNMENT
When applicable, if you have a question or need for Support, you will enter your request in our standard trouble ticket system. We will assign a priority to your query, and we will target a response summarized in our Service Targets described above.
EXCLUDED SERVICES
Any services outside the scope of this Specification. For instance, any services resulting from your failure to comply with your responsibilities or associated with Software not included on the sales order, and approved by Dosha , are out of scope. Out of scope services also include services requested or required in connection with a third-party solution or integration that wasn’t provided by Dosha or is negatively impacting the overall stability or performance of the Dosha system. Additional services may be provided on hourly basis at our then applicable fees.