EDICOM has an undertaking with clients to comply with three key variables that guarantee the service quality:

Transcription

1 EDICOM, Service Level Agreemet Terms ad Coditios EDICOM has a udertakig with cliets to comply with three key variables that guaratee the service quality: AVAILABILITY of the EDICOM e-commerce platform 2 Customer Help Cetre AVAILABILITY ad respose times 3 Maximum icidet resolutio TIME Curretly i force as of April 204

2 Pg. 2 SLA Service Level Agreemet ifo@edicomgroup.com Tel. Spai Tel. U.K AVAILABILITY of the EDICOM e-commerce platform 99,9% The EDICOM e-commerce platform must be available 24 hours a day, seve days a week, uderstadig availability as the ability to access the service o demad, regardless of the speed or rate at which it is subsequetly provided. This availability is measured mothly. This service availability level must ever fall below 99.9 % i ay case. Items Availability percetage: Availability is calculated mothly by subtractig the percetage of dowtime that may have occurred i said period from the total time (00%). Dowtime: The sum i miutes of all periods lastig over 5 miutes i which service was ot available. System maiteace times: EDICOM reserves a maximum of up to 8 hours mothly out of prime time. This time is excluded from the service level calculatios. These maiteace periods will be aouced o the web well i advace. Prime time: The whole period with the exceptio of Sudays as of 05:00 UTC ad 5:00 UTC. Service availability i prime time (mothly). = [(Tosp)] *Tosm Tosp: Total daily service ruig i prime time, couted i miutes. Tosm: : Maximum daily service ruig i prime time, couted i miutes. Days of the moth. Curretly i force as of April 204

3 Pg. 3 SLA Service Level Agreemet ifo@edicomgroup.com Tel. Spai Tel. U.K Customer Help Cetre AVAILABILITY ad respose times 99,5% SERVICE LEVEL STANDARD Maiteace Service PREFERENTIAL Maiteace Service Maximum Availability respose time Provided i habitual schedule from 8:00 to 30 MINUTES 3:00 ad from 4:00 to 7:00h. o workig days. Provided i habitual schedule from 8:00 to 3:00 ad from 4:00 to 7:00h. o workig days. 5 MINUTES Our commitmet is to deal with 99,5% of icidets withi the promised respose times HIGH AVAILABILITY Maiteace Service Provided 24 hours a day, 7 days a week (every day of the year). 5 MINUTES *Customer service time slot subject to Coordiated Uiversal Time (UTC) i Lodo, Uited Kigdom. Support Service Provisio Coditios The customer support service icludes the resolutio of icidets o all elemets i the EDICOM platform eeded to provide the service, or o those provided by EDICOM that the cliet may have locally istalled. EDICOM offers the possibility of remote equipmet maagemet (Telemaiteace) at o additioal charge, as log as the cliet eables the appropriate accesses ad permits. I order to compute ad gauge the service, the procedure demads the opeig of a icidet based o kowledge of the same, whether reported by the cliet or supervisory procedures that maage the service. Availability ad Respose Time EDICOM has three service levels of availability ad resolutio times, provided to cliets i lie with their specific eeds. Customer care cetre availability is uderstood as the ruig time period i which the service is provided to the cliets accordig to the cotracted modality ad durig which the respose ad resolutio times are computed. Respose time is take to mea the period of time that elapses as of the cliet trasmittig a icidet to us util it begis to be dealt with by a qualified techicia. Curretly i force as of April 204

4 Pg. 4 SLA Service Level Agreemet ifo@edicomgroup.com Tel. Spai Tel. U.K Maximum icidet resolutio TIME 99,5% Service quality commitmet To obtai the service level o the resolutio time for support requests, we use the followig table: Our quality commitmet for icidet resolutio time is set at 99,5% Type icidets C C2 C3 STANDARD maiteace service PREFERENTIAL maiteace service <= 2 hours HIGH AVAILABILITY maiteace service <= 2 hours <= 6 hours [ (TicC)] Service quality (mothly) = [ (TicC2)] TotIc [ (TicC3)] TicC Number of C icidets resolved withi set parameters. TicC2 Number of C2 icidets resolved withi set parameters. TicC3 Number of C3 icidets resolved withi set parameters. TotIc Total umber of icidets resolved. Icidet recordig ad attetio procedure The resolutio time for icidets is defied as the period that elapses after the cliet reports a icidet to the support area util its resolutio, discoutig the time slots out of workig hours ad times that do ot strictly deped o EDICOM. We uderstad that a icidet is resolved whe EDICOM takes appropriate measures to solve the problem, or trasmits precise istructios for the solutio to the cliet ad the problem is fially solved. Should ay icidets of malfuctio, or which result i delay of resolutio of a icidet, arise from causes other tha the EDICOM service or products, EDICOM shall report the causes to the cliet for their resolutio (for example for reasos attributable to the cliet or to third parties ivolved, the Value-Added Networks (VANs), settig up gateways, etc.), said time beig excluded from the calculatio period for statistical purposes. The cliet is obliged to allow access to their facilities to the persoel desigated by EDICOM for the resolutio of icidets whe so required. Ay delay i issuig said permissio remais outside of the availability calculatio. Iterruptios i Service due to causes of force majeure, such as atural disasters, are excluded. Classifyig icidets All support requests received by EDICOM are classed ito three types accordig to their ature ad criticality: C - Criticality Icidets Icidets of great impact o a cliet or cliet group. They effect the cliets usual operatios, makig them impossible or severely compromisig them due to failures i the service or the applicatios directly provided by EDICOM. C2 - Criticality 2 Icidets Icidets with average impact o a cliet or cliet group. This type icludes those icidets where the cliet's habitual operatios may be partially compromised, or a o-urget flow affected, by some fault i the parameterizatio of their framework, i the service or i the applicatios directly provided by EDICOM. C3 - Criticality 3 Icidets Icidets of low impact o a cliet or cliet group. They do ot compromise ormal operatios; this group icludes support requests due to queries, cosultatios, modificatios i cofiguratios of applicatios, etc. Root Cause Aalysis EDICOM resolves to idetify the root cause of the problem i order to guaratee that it does ot occur agai i the future. Withi 5 days of the icidet EDICOM will produce a report of the corrective ad prevetative measures take. Curretly i force as of April 204

5 Pg. 5 SLA Service Level Agreemet ifo@edicomgroup.com Tel. Spai Tel. U.K Idemificatio I the evet of failure to comply with the parameters set forth i the SLA regardig the platform availability level, resolutio of icidets or support service, the customer shall be etitled to a percetage discout o their ext bill equivalet to the percetage of deviatio from said commitmet. I cases of breach of several parameters, deviatios shall be cumulative to the extet of compesatio for the full amout billed. The idemity shall apply oly to the service/s affected by o-compliace. Data Backup ad Retrieval EDICOM makes daily, weekly, mothly ad aual copies of all the data of the services redered. Daily copies are overwritte weekly, the weekly copies are overwritte mothly, the mothly copies are overwritte aually ad the aual copies are kept for a miimum of 0 years. EDICOM complies with security measures i accordace with curret legislatio persoal data protectio as specified i the security documet ad all backups are ecrypted. Users may retrieve their data from a backup copy i lie with the security policy described above ad uder the commercial coditios agreed at all times. Versio Updatig EDICOM udertakes to upgrade products i lie with the curret EAN.UCC orm i ay of its XML/EDIFACT stadards at all times, especially those relatig to sytactic ad sematic specificatios Whe the products are iteded to operate by EANCOM rules, all the messages published by said orgaisatio will be updated free of charge at the cliet s request. Loadig or support of ew messages does ot affect the creatio of ew maps, which will be the resposibility of the cliet. Security EDICOM udertakes to maitai the logical ad physical safety measures ecessary to guaratee the appropriate provisio of the service i their facilities, ad to be aliged with the curret security stadards i force at all times, such as ISO EDICOM will provide the ew product versios developed at ay time ad which are equivalet to or replace istalled products at o extra cost. The cliet udertakes to update their istallatio with the ew versios provided by the Techical Service at all times. EDICOM will cease to offer support to obsolete versios 6 moths after havig put a ew oe ito circulatio. Curretly i force as of April SPAIN ifo_spai@edicomgroup.com Phoe FRANCE ifo_frace@edicomgroup.com Phoe +33 (0) ITALY ifo_italy@edicomgroup.com Phoe USA ifo_usa@edicomgroup.com Phoe BRASIL ifo_brazil@edicomgroup.com Phoe +55 () ARGENTINA ifo_argetia@edicomgroup.com ifo_chile@edicomgroup.com Phoe Argetia +54 () Phoe Chile MEXICO ifo_mexico@edicomgroup.com Phoe Phoe D.F. (55) INTERNATIONAL PHONES Hoduras ** Guatemala Uruguay ** Germay Belgium +32 (0) Ecuador ** Hollad Portugal U.K Russia +7 (495) ** Oly for calls from the coutry idicated