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Service Level Agreement

Supplementary provisions on availability, maintenance, and response and recovery times for the platform as a service (PaaS) provided by Thinger.io.

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  • 6 sections
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  1. Scope
  2. Service Availability
  3. Recovery
  4. Remedy and Procedure
  5. Additional terms and definitions
  6. Support Helpdesk

This document contains the supplementary provisions on availability, maintenance, and response and recovery times for the platform as a service (PaaS) provided by THINGER.IO.

Scope

The commitments of this agreement depend on how the customer uses the Service:

  • Thinger.io Cloud (free account) and Private Cloud plans (Small, Medium and Large): availability, recovery and support are provided on a best-effort basis. Thinger.io monitors the Service and works to restore it as soon as possible, but no availability percentage, recovery time or response time is guaranteed.
  • Enterprise agreements and active support packs: contractual availability, recovery and response-time commitments apply. The applicable figures are those set out in the customer's Enterprise agreement or support pack.

On-Premise deployments are out of the scope of this agreement. They are installed and operated by the customer on its own infrastructure, and the customer is responsible for their availability, backups and updates.

Service Availability

The Service will be considered available so long as the customer is able to log in to its interface and view Customer Data ("Service Availability"). Service Availability is calculated as a percentage of: (1) the total number of minutes in a month, after (2) subtracting any Downtime during such month from the total number of minutes in a month.

Where an Enterprise agreement or a support pack applies, the committed Service Availability is the one set out in that agreement or pack. For the free Cloud account and Private Cloud plans, Service Availability is a best-effort objective.

Recovery

System recovery time depends on the criticality of the issue and on the type of failure, such as an event affecting the instance or the underlying host. Under an Enterprise agreement or a support pack, the recovery times are those set out in that agreement or pack. For the free Cloud account and Private Cloud plans, Thinger.io restores the Service on a best-effort basis.

Restoring Customer Data requires a backup. Daily backups are included in the Large plan and available as an add-on on the Small and Medium plans.

Remedy and Procedure

Service credits and termination rights for Downtime are available only to customers with an Enterprise agreement or an active support pack, under the terms defined there. To claim a remedy, the following conditions must be met:

  1. There are no overdue invoice amounts on the customer's account.
  2. Within five (5) Business Days of the end of the service interruption, the customer opens a support ticket, through the support portal or by email to support@thinger.io, documenting the reported unavailability with the following details:
    1. The functional areas of the Service that were affected.
    2. The server web domains that were affected.
    3. The date and time the Downtime occurred.
    4. The usernames and email addresses affected by the Downtime.
    5. An estimate of the actual Downtime in minutes.
    6. A description of the problem.

The remedy, whether service credits or the termination of the Service without additional fees, and its extent are those set out in the customer's Enterprise agreement or support pack. Without an Enterprise agreement or an active support pack, Downtime does not give the right to service credits or refunds, as set out in the Terms & Conditions. The customer can still cancel its plan at any time.

Additional terms and definitions

For the purpose of this agreement, the following terms are defined as follows:

  • "Business Days" means Monday to Friday, excluding national public holidays in Spain.
  • "Business Hours" means from 8:00 to 18:00 CET/CEST on Business Days.
  • "Scheduled Maintenance" means maintenance of the Service planned and announced in advance by Thinger.io, such as version updates of the instance.
  • "Downtime" means the total number of minutes, outside Scheduled Maintenance, during which the customer cannot access the Service. The calculation of Downtime excludes time that the customer is unable to access the Service due to any of the following situations:
    • Scheduled Maintenance.
    • The customer's own internet service provider.
    • Force majeure event.
    • Any systemic internet failures.
    • Any failure in the customer's own hardware, software or network connection.
    • Customer's bandwidth restrictions.
    • Customer's acts or omissions.
    • Anything outside of the reasonable control of Thinger.io.
    • Customer negligence or use of the Service beyond the capacity of the contracted plan, including server CPU or RAM overloads.

Support Helpdesk

Service Scope

The Thinger.io Support Helpdesk provides technical support and help on Thinger.io products and services. It can be reached by email at support@thinger.io or through the support portal at support.thinger.io. For implementation and integration questions, the community forum at community.thinger.io offers best-effort help from other users, guides and tutorials.

The following aspects are covered by the Support Helpdesk:

  • System service interruption/outage
  • System service updates/maintenance
  • System service behavior that is not in line with what the customer's users expect
  • Support regarding functionality.

The following aspects are NOT covered by the Support Helpdesk:

  • Requests from third-party provider(s) of the customer
  • Networks, devices, servers and workstations managed by the customer
  • Requests regarding the configuration and customization of Thinger.io products and services.

Support Helpdesk availability

The Thinger.io Support Helpdesk is available by email at support@thinger.io and through the support portal during Business Hours, from 8:00 to 18:00 CET/CEST on Business Days. Support is provided from Spain, in English or Spanish. For the free Cloud account and Private Cloud plans without a support pack, the Support Helpdesk responds on a best-effort basis.

Support Helpdesk Response Time

The Support Helpdesk Response Time is defined as the time from when the customer enters the request into the Thinger.io support portal, or from when Thinger.io receives an email from the customer, to the time when Thinger.io replies and starts working on the request. Response Time is calculated within Business Hours, unless the customer's Enterprise agreement or support pack states otherwise. The priority of each request is determined by Thinger.io when evaluating it.

Priority Description
High Use of the Software or substantial parts thereof or complete processes is impossible
Medium Use of the Software is substantially impaired, but basic use is possible
Low The Service is available but exhibits minor problems not affecting the result

The maximum Response Time for each priority is the one set out in the customer's support pack or Enterprise agreement. Requests from customers without a support pack or an Enterprise agreement are answered on a best-effort basis.

For more help

If you need more help, check out these support and learning resources: