SLA Embrace

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1. INTRODUCTION

1.1 Purpose of the SLA

1. This SLA forms the complete set of agreements for the management and maintenance of the current applications provided by Embrace to your organization (hereinafter referred to as: Client), as described in the offer (s). This SLA lays down the qualitative and quantitative agreements with regard to this management and maintenance.
2. The description consists of a definition of indicators (the Service levels) that are important to the Client in view of (the quality of) its business operations. The relevant indicators are measurable and can be influenced by Embrace.
3. Each indicator includes the associated standards that Embrace must meet to guarantee the agreed level of service to the Client.
4. In order to keep Embrace's services up to date and appropriate, Embrace reserves the right to change this SLA every six months, every year as of 1 January and 1 July. For example, the latest version of this SLA is effective at the time of expiration of the aforementioned data. Embrace will announce any changes to this SLA that have a material adverse effect on our website at least 30 days in advance, with the Client having the right (within 30 days) to reject this change and terminate the agreement with Embrace. The Client can view the most current version of this SLA and related terms and conditions on this website at any time.

1.2 Definitions

1. Where the following terms are used in this SLA, they should be assigned the meaning set out herein

2.   DIENSTVERLENING

2.1 Scope van de dienstverlening

1. In dit hoofdstuk wordt nader ingegaan op de dienstverlening welke onder de SLA valt. Embrace stelt capaciteit beschikbaar voor het beheer en onderhoud van de Applicaties.
2. Embrace zal zich inspannen om de door haar gebruikte software up-to-date te houden. Embrace is hierbij echter afhankelijk van haar leverancier(s). Embrace is gerechtigd bepaalde updates of patches niet te installeren als dit naar haar oordeel een correcte levering van de Applicatie niet ten goede komt of indien het niet installeren dit naar haar oordeel niet ten nadele komt van de levering van de Applicatie.

2.2 Te leveren diensten beheer

1. Om het beheer, zoals genoemd onder 2.1, uit te voeren worden de volgende, door Embrace te leveren, diensten gedefinieerd:

2. Embrace has the right to temporarily decommission its Application or parts thereof for the purpose of maintaining, modifying or improving it, and/or maintaining, adapting or improving the associated software or other facilities. Embrace makes every effort to allow such decommissioning to take place outside office hours as much as possible and to inform the Client in good time of the planned decommissioning.

3. In the event that Embrace believes that decommissioning the Application - whether or not during office hours - is necessary for the proper functioning of the Application, it is entitled to discontinue the Application immediately without prior notice to the Client. However, Embrace is never obliged to pay any compensation for damage in connection with such decommissioning.

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2.3 Te leveren diensten onderhoud

1. Om het onderhoud, zoals genoemd onder 2.1, uit te voeren worden de volgende, door Embrace te leveren, diensten gedefinieerd

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2. Embrace heeft het recht om haar Applicatie of gedeelten daarvan tijdelijk buiten gebruik te stellen ten behoeve van onderhoud, aanpassing of verbetering daarvan, en of onderhoud, aanpassing of verbetering van de bijbehorende Programmatuur of andere faciliteiten. Dit Onderhoud zal zoveel als mogelijk plaatsvinden in het Service window, enige uitloop kan hierbij voorkomen.

3. In het geval dat Embrace van mening is dat een buitengebruikstelling van de Applicatie – al dan niet tijdens Werkuren – noodzakelijk is in geval van een Incident waarbij direct handelen noodzakelijk is om schade te beperken, is zij gerechtigd de Applicatie per direct buiten gebruik te stellen zonder voorafgaande kennisgeving aan Opdrachtgever. Embrace is echter nooit gehouden tot enige vergoeding van schade in verband met zodanige buitengebruikstelling.

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2.4 Manage links

1. Om de Koppelingen tussen Applicaties van Embrace en Applicaties van derden optimaal te laten werken (en werkende te houden) zijn de volgende afspraken en inzet gedefinieerd:

• De benodigde Koppelingen tussen Embrace en Applicaties van Toeleveranciers zullen indien nodig nader gespecificeerd worden in werkafspraken;
• Embrace is verantwoordelijk voor de kwaliteit en werking van de Koppelvlakken vanuit de door en via haar geleverde producten. Dat betekent dat elke beschikbaar gestelde koppeling getest en gevalideerd moet kunnen worden door middel van validatieschema’s (WSDL/XML) Embrace verwacht van alle betrokken Toeleveranciers dezelfde garantie en inzet met betrekking tot de kwaliteit en werking van de Koppelingen;
• Embrace meldt Incidenten met Koppelingen met een urgente of hoge prioriteit bij Opdrachtgever, wanneer blijkt dat (een deel van) de oorzaak ligt bij Toeleveranciers. Hierbij levert Embrace alle beschikbare opties over een mogelijke oplossing voor het Incident aan bij de Opdrachtgever/Toeleveranciers. Er kunnen gezamenlijk afspraken zijn gemaakt en terug te vinden zijn in de communicatie- en werkafspraken tussen Toeleverancier en Embrace;
• Embrace reports to Suppliers per ticket, unless otherwise agreed in the communication matrix;
• Embrace monitors the progress of reported Incidents with Suppliers. The Supplier remains responsible for the solution and speed of resolution.
• When reporting to a Supplier, Embrace creates a ticket within the Ticket System, giving the Client insight into the ticket;
• Opdrachtgever is verantwoordelijk voor de mandatering van Embrace richting Toeleveranciers. Wanneer Opdrachtgever wil dat Embrace richting Toeleveranciers optreedt als gedelegeerd opdrachtgever dient zij hiervoor zelf de benodigde stappen richting Toeleveranciers te nemen;
• Betrokken Toeleveranciers en Embrace voorzien elkaar bij wijzigingen van Koppelvlakken tijdig van de benodigde en juiste informatie.

• 2. Uiteindelijk blijft Opdrachtgever verantwoordelijk voor de oplossnelheid, inzet en kwaliteit van Koppelvlakken en Applicaties van betrokken Toeleveranciers. Hiervoor moet Opdrachtgever zelf de benodigde afspraken maken. De afspraken in deze SLA gelden uitsluitend voor de Applicaties en Koppelvlakken van Embrace. Embrace is niet verantwoordelijk voor de testomgevingen van applicaties van Toeleveranciers. Visueel weergegeven:

2.5 Browsers

1. De Applicatie werkt binnen de ondersteunde webbrowsers en andere platformen, dat zijn: Edge, Firefox, Chrome en Safari. De (complete) functionaliteit kan bij een andere webbrowser of platform niet gegarandeerd worden.
2. The Client must always have the most recent available version of the web browser and/or platform installed.
3. Supported web browsers and platforms may change with future releases. This change will be announced in the release notes.

3. SERVICE LEVEL MANAGEMENT

3.1 Helpdesk

1. 1. All service reports (Incidents, Change Requests, and Questions) are submitted via the ticket system (https://support.embracecloud.nl/).

3.2 Incident and Problem Management

The Client will inform Embrace about this via the helpdesk immediately after the discovery of an Incident.

1. Classification of Incidents is done by the Client, but can be adjusted in consultation. The costs of resolving Incidents within Embrace Software fall under the user license purchased by the Client. Embrace is responsible for bundling Incidents into a Problem in a structured way and proactively preventing a problem within the Software.
2. Corrective maintenance is the restorative and reactive maintenance of the Application outside of Incidents that is carried out after the Client has detected a Problem in the standard software.
3. Embrace provides information about the status of reported Incidents via its Ticket System (Zendesk).

3.3 Change management

Client is responsible for submitting a clear description of the Change Request (an RFC). This change request can be submitted via the user group or Zendesk. Embrace will assess the RFC, which is why it has a change process that is used. The following is being tested:

• whether the RFC is in line with Embrace's vision;
• whether the RFC is technically feasible;
• whether the RFC benefits customers;
• whether the RFC affects security, privacy and other relevant aspects.

After the RFC has been treated, feedback will follow.

3.4 Service Level Management

1. The SLA is maintained under the responsibility of the manager of Embrace's service organization.
2. On request, Embrace reports in accordance with article 5.
3. Partijen bespreken de Voortgangsrapportage op verzoek met hun accountmanager;
4. The Progress Report may lead to an Improvement Plan, as referred to in article 3.7.
5. The status of ongoing reports is visible within Embrace's ticket system.

3.5 Priority determination

1. Classification of Incidents is done by the Client, using the table below, but can be adjusted by Embrace. If a classification is updated, Embrace will inform the Client about this in good time. Embrace is committed to bundling Incidents into a Problem in a structured way and to proactively prevent Problems within the Software.

2. The response and resolution time per priority are:

3. Support availability hours are 8 a.m. to 6 p.m., Monday through Friday, excluding national holidays. They can handle a high percentage of tickets. It is possible that help is needed from the delivery or product team. The guaranteed working hours of these teams are from 9 a.m. to 5 p.m.

4. Embrace gets the opportunity from the Client to log into the available customer environments with the necessary rights, so that Embrace can carry out work during an Incident. Any delays associated with gaining access to the Embrace environments fall outside the resolution times specified by Embrace within this SLA.

3.6 Staff

1. Parties are responsible for deploying employees who have such knowledge, skills and tools that they can carry out work at the required quality level.
2. For the Client, this means that the persons who operate the delivered Applications have knowledge of how the Applications work, so that Embrace's service department does not have to answer substantive questions about the functional functioning of the Application.
3. For Embrace, it means that the persons who develop, implement or manage the delivered Applications have sufficient experience and expertise to ensure the quality, continuity and security of the Application.

3.7 Improvement Plan

1. Embrace draws up an Improvement Plan if the evaluation shows that Embrace does not provide the agreed service. The Improvement Plan is assessed by the Client and approved or substantiated. In case of rejection, Embrace will adjust the Improvement Plan until the Client approves the Improvement Plan. The Improvement Plan does not affect the (other) rights that the Client has in connection with the failure to provide the agreed service. The Improvement Plan must be drawn up SMART.
2. Embrace then implements the Improvement Plan in accordance with agreements. This Improvement Plan, which includes a problem analysis as an integral part, can relate to the execution of technical management processes as well as Embrace's Application Maintenance and development activities. The period within which the measures of an Improvement Plan must be implemented is three months, unless otherwise agreed.
3. Embrace keeps the Client informed on a monthly basis about the progress of the Improvement Plan. During consultation, the Client and Embrace may also propose additional measures.

3.8 Financial penalty

1. Mochten er na uitvoering van het Verbeterplan geen structurele verbeteringen zichtbaar zijn, dan mag Opdrachtgever de overeenkomst met Embrace opzeggen met een opzegtermijn van 12 maanden.
   

4. RELEASES

4. Release Management

4.1 Release management

1. Elke nieuwe release wordt vooraf getest en voorzien van release notes. Deze testen bestaan uit geautomatiseerde regressie-, load- en performance- en manuele- testen. Zodra Embrace heeft vastgesteld dat de release geschikt is voor productie, wordt deze vrijgegeven.

4.2 Releases Application

1. Zodra een release beschikbaar is, zorgt Embrace voor de uitrol hiervan. De uitrol vindt plaats volgens het door Embrace vastgestelde release-cyclus. Bij afwijking hiervan is Embrace niet aansprakelijk voor enige schade die Opdrachtgever hierdoor eventueel zal leiden.

5. REPORTING STRUCTURE

5.1 Measurable Service Indicators

1. The measurable service indicators included in this SLA will be reported. The measurement takes place continuously, the report is available every six months:
   • Based on the past period in months;
   • Cumulatively based on periods in the current year.
2. Measurable service indicators are:
   • Number of tickets grouped by Incident, Question, RFC by priority;
   • Response time;
   • Resolution time.
3. The Client must himself check the calculations or processing of customer data made by the Application. Embrace does not guarantee that all calculations and/or processing are error-free at all times.

5.2 Reporting structure

6. HOSTING

6.1 Availability

1. Embrace has a 99.9% availability guarantee per calendar year. Embrace's responsibility for availability, as set out in this SLA, does not apply in the event of a failure if:

• planned work is being carried out;
• the failure occurs in the Client's telecommunications infrastructure;
• a failure is caused by a requested change from the Client;
• a failure is caused by unauthorized changes by Client staff to Embrace's equipment;
• force majeure (see terms and conditions).
  
  
• 2. For services, at one location or multiple locations, availability (A) is calculated as follows: A = 100% * [1 — (t: T)]. t = the number of minutes that the service was unavailable during the year (service failure). T = total number of minutes per year.
• 3. Embrace can set a limit on the amount of data traffic, storage and server capacity that the Client may or can actually use via the Service. If the Parties have not made any agreements about this, a fair use limit applies.
• 4. In any case, there is no longer fair use if the Client uses more than a maximum of twice as much data traffic and storage as other customers of the Contractor would do in a similar situation.

6.2 Workspace and Customers: Backup by Embrace

1. Embrace is responsible for keeping the Workspace and Customers Application and the OS of the hosting environment up to date; control of this is ensured within Embrace's management process. A full backup is made once a day.
2. The hard drives are backed up to a physically different server.
3. The backup will be stored for the following period: 30 calendar days.
4. Client can request Embrace to make data from the backup available. If appropriate, the Client and Embrace will jointly make further agreements about the recovery procedure to be used. If appropriate, billing for the recovery procedure by Embrace will be made on the basis of subsequent calculation. This will be indicated in advance by Embrace.
5. In addition to this backup, our environments are usually replicated every 5 minutes, which can take over the production environment in the event of a failure, thereby further securing availability.

6.3 Workspace and Customers: Hosting by Embrace

1. The Workspace and Customers environments are managed by Exception IT in the QTS data center at the Zernike Complex in Groningen with one of the highest measured availability rates in the Netherlands (99.9999% since 2001). Critical components have been executed at least N+1. This way, at least one backup component is always available if a critical component does not work. In addition, we use dedicated hosting on a virtual platform with sufficient overcapacity. This ensures the continuity of the virtual environments in the event of a possible hardware failure.
2. Upon request, additional backups or replications can be located at an external location in the NorthC data center at the Westpoort business park in Groningen.
3. Access to servers is limited to Exception IT and Embrace employees. Control over this is ensured within Embrace's management process.

6.4 Workspace and Customers: Hosting by Microsoft Azure

Sommige onderdelen binnen Workspace en Customers applicatie worden, indien van toepassing, gehost door Microsoft Azure (Nederland).

1. Microsoft Azure slaat standaard meerdere kopieën van uw gegevens op om deze te beschermen tegen zowel geplande als ongeplande gebeurtenissen, zoals tijdelijke hardwareproblemen, netwerk- of stroomuitval en zelfs grootschalige natuurrampen. Deze ingebouwde redundantie draagt bij aan zowel de duurzaamheid (het voorkomen van permanent dataverlies) als de beschikbaarheid (de bereikbaarheid van de dienst) van uw data.
2. In de primaire regio West-Europe (Nederland) worden uw gegevens altijd minstens driemaal gerepliceerd. Daarnaast is iedere beschikbaarheidszone een fysiek gescheiden locatie met een eigen stroomvoorziening, koeling en netwerkfaciliteiten. Deze opzet resulteert in een uitzonderlijk hoge duurzaamheid van uw data (99.9999999999%).
3. Indien van toepassing wordt ‘soft delete’ standaard ingeschakeld. Met deze functie blijven verwijderde opslagonderdelen gedurende een vooraf gedefinieerde periode (180 dagen) bewaard, in plaats van direct permanent verwijderd te worden. Hierdoor kunnen verwijderde onderdelen eenvoudig worden hersteld als dit gewenst is.
4. Embrace heeft geen invloed op de SLA van Microsoft, zie hiervoor:https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services?lang=1 .
   

6.5 Housing: Hosting by Embrace

1. The Embrace Housing environments are managed by True at the EUNetworks data center in Amsterdam (primary location) and Amsterdam Data Tower (backup location). All Embrace Housing servers are equipped with RAID systems for internal redundancy. Housing's servers are also accessible to the Amsterdam Exchange via redundant Gigabit routers. All Housing servers are permanently operating at 50% average capacity. This means that an average of 50% overcapacity is available to absorb peaks at any given time.
2. Embrace strives to show a web page to the end user within three seconds at a minimum connection speed of 10 Mbit. The exception is pages where Embrace depends on the speed of third-party services or systems.

6.6 Security testing

1. The Client has the right to have audits carried out by an independent third party who is bound by confidentiality. The Client will ensure that the independent third party signs Embrace's indemnification statement before carrying out the audit.
2. By default, vulnerability scans run over the environments hosted by Embrace, which check for known vulnerabilities using, among other things, the OWASP top 10.
3. Als er naast het uitvoeren van een security test aanvullende inspanningen vanuit Embrace gewenst zijn zal Embrace hiervoor mogelijk kosten in rekening brengen.

7. PRODUCT USER GROUP7.1 User meetings

7.1      Gebruikersbijeenkomsten

1. User meetings take place regularly per product. These can take place physically or online. In the event of a physical meeting, it will be organized centrally in the country, so that the travel time for everyone involved is limited.
2. On User Day, the roadmap for the coming period will be presented and we will briefly look back on the developments of the past period. In addition, there is plenty of room for interaction and knowledge sharing with other users of the products, workshops are organized on various current themes, and there is also room for technical and functional sessions.

7.2 User Group

1. In order to keep in touch with each other, an online user group has been created. In the user group, all organizations that work with the Application are represented. In addition, Embrace employees also contribute.
2. The purpose of this platform is:

• Interact with other customers who work with the Application;
• Asking questions;
• Expressing and discussing user wishes;
• Stay up to date with the latest developments regarding the Application.

7.3 User wishes

1. In order to give our customers a voice in the further development of the products, development hours are made available per release. Wishes for further development can be continuously passed on and customer wishes are then included in each sprint.
2. The release notes indicate which user wishes have been implemented.