Service Level Agreement
Service Level Agreement
SERVICE LEVEL AGREEMENT
OPERATION SERVICES
All hourly times stated here are in CEST UTC +1 and provided in 24-hour format unless otherwise stated.
DEFINITIONS
“Critical Function” means any functionality critical to the operation of the Customer Platform, including, without limitation, optimizing a number of recipes to a shopping list of available products. “Downtime” means the time period during which the access, use, utilization, or functionality of any feature, function, or content on the Software System is not available to its users, to Customer, or to users of the Customer’s Platform, whether caused by an Error or otherwise. Downtime is considered to occur, without limitation, when the Software System does not respond to Requests for at least five (5) consecutive minutes in any given hour. Furthermore, it is considered a downtime if an API-call to the Northfork-System lasts for more than three (3) seconds.
“Uptime” means all the time the Software System is not considered Downtime.
“Error” means an error, failure, bug, malfunction, configuration problem, defect, and/or other problem which results in the functionality or operation of the Software System to fail or be impeded or diminished, or which causes it to deviate from its usual or contemplated functionality.
“Non-critical Function” means any functionality that is not a Critical Function. Non-critical Functions include: real-time updates to product database, identifying similar products, identifying new recipes, and calculating nutrition information for a given recipe.
“Reaction Time” means the time period commencing when Northfork receives notification of the Error or Northfork detects the Error, whichever is earlier, and ending when Northfork notifies Customer that Northfork is initiating measures to resolve the Error.
“Request” means a request made by a user of the Customer Platform that engages the Software System.
“Resolution” means the repair, resolution or fixing of an Error that eliminates the adverse effect of such Error (including but not limited to the provision or implementation of a patch, maintenance release or new version of software to eliminate an Error).
“Resolution Time” means the time period commencing when Northfork receives notification of the Error or Northfork detects the Error, whichever is earlier, and ending when Northfork provides a Resolution.
“Shutdown” means the time period during which the Software System is unavailable to respond to any Request, whether caused by Error or otherwise.
“Response Time” means the time period during which the Software System responds to Requests after receipt of the Requests, excluding the download time from Northfork servers to Customer
3. SERVICE LEVEL
Northfork shall ensure the Software System meets or exceeds the following service levels:
i) The Software System shall be available 24/7 with an Uptime of at least 99.75% (the “Uptime Guarantee”) in any given month.
94% of resolver requests shall have a Response Time of less than or equal to below (the “Response Time Guarantee”) number of recipes;
1 recipe: 800 ms
3 recipes: 1600 ms
5 recipes: 2000 ms
The Response Time is measured on a weekly basis as follows:
Less than or equal to 10 ingredients per recipe
4 portions
3 concurrent users, (queries per second QPS)
All API-requests to Smart Cart resolver endpoint (API-usage)
The API must be available by a secure connection (https). (API-usage)
The API must be locked and only available through authenticating by using an API-key. (API-usage)
If more than 3 QPS are needed due to additional third partners, Northfork are open to renegotiate and adapt. The infrastructure is auto scaling but may lag a few minutes.
If an Error occurs, Customer will classify the Error by priority level in accordance with Table I below. After being notified of the Error or detecting the Error, Northfork shall commence efforts to resolve the Error within the Reaction Times set forth in Tables II-V below, and will use commercially reasonable efforts to provide a Resolution within the Resolution Times set forth in Tables II-V below.
In addition to Northfork’s other obligations set forth in this SLA, if the Software System experiences Shutdown for any reason, Northfork shall provide an immediate solution to ensure that Requests about Critical Functions receive responses (the “Fall-back Solution”).
Table I: Assessment model and reaction model dependent on the extent of an Error
SERVICE LEVEL AGREEMENT
OPERATION SERVICES
All hourly times stated here are in CEST UTC +1 and provided in 24-hour format unless otherwise stated.
DEFINITIONS
“Critical Function” means any functionality critical to the operation of the Customer Platform, including, without limitation, optimizing a number of recipes to a shopping list of available products. “Downtime” means the time period during which the access, use, utilization, or functionality of any feature, function, or content on the Software System is not available to its users, to Customer, or to users of the Customer’s Platform, whether caused by an Error or otherwise. Downtime is considered to occur, without limitation, when the Software System does not respond to Requests for at least five (5) consecutive minutes in any given hour. Furthermore, it is considered a downtime if an API-call to the Northfork-System lasts for more than three (3) seconds.
“Uptime” means all the time the Software System is not considered Downtime.
“Error” means an error, failure, bug, malfunction, configuration problem, defect, and/or other problem which results in the functionality or operation of the Software System to fail or be impeded or diminished, or which causes it to deviate from its usual or contemplated functionality.
“Non-critical Function” means any functionality that is not a Critical Function. Non-critical Functions include: real-time updates to product database, identifying similar products, identifying new recipes, and calculating nutrition information for a given recipe.
“Reaction Time” means the time period commencing when Northfork receives notification of the Error or Northfork detects the Error, whichever is earlier, and ending when Northfork notifies Customer that Northfork is initiating measures to resolve the Error.
“Request” means a request made by a user of the Customer Platform that engages the Software System.
“Resolution” means the repair, resolution or fixing of an Error that eliminates the adverse effect of such Error (including but not limited to the provision or implementation of a patch, maintenance release or new version of software to eliminate an Error).
“Resolution Time” means the time period commencing when Northfork receives notification of the Error or Northfork detects the Error, whichever is earlier, and ending when Northfork provides a Resolution.
“Shutdown” means the time period during which the Software System is unavailable to respond to any Request, whether caused by Error or otherwise.
“Response Time” means the time period during which the Software System responds to Requests after receipt of the Requests, excluding the download time from Northfork servers to Customer
3. SERVICE LEVEL
Northfork shall ensure the Software System meets or exceeds the following service levels:
i) The Software System shall be available 24/7 with an Uptime of at least 99.75% (the “Uptime Guarantee”) in any given month.
94% of resolver requests shall have a Response Time of less than or equal to below (the “Response Time Guarantee”) number of recipes;
1 recipe: 800 ms
3 recipes: 1600 ms
5 recipes: 2000 ms
The Response Time is measured on a weekly basis as follows:
Less than or equal to 10 ingredients per recipe
4 portions
3 concurrent users, (queries per second QPS)
All API-requests to Smart Cart resolver endpoint (API-usage)
The API must be available by a secure connection (https). (API-usage)
The API must be locked and only available through authenticating by using an API-key. (API-usage)
If more than 3 QPS are needed due to additional third partners, Northfork are open to renegotiate and adapt. The infrastructure is auto scaling but may lag a few minutes.
If an Error occurs, Customer will classify the Error by priority level in accordance with Table I below. After being notified of the Error or detecting the Error, Northfork shall commence efforts to resolve the Error within the Reaction Times set forth in Tables II-V below, and will use commercially reasonable efforts to provide a Resolution within the Resolution Times set forth in Tables II-V below.
In addition to Northfork’s other obligations set forth in this SLA, if the Software System experiences Shutdown for any reason, Northfork shall provide an immediate solution to ensure that Requests about Critical Functions receive responses (the “Fall-back Solution”).
Table I: Assessment model and reaction model dependent on the extent of an Error
Level 1:
Scenario: A Shutdown or an Error which: 1) prevents the entire or major portions of the Software System from functioning; 2) results in a failure of a Critical Function; 3) which causes a serious disablement or impact on any Critical Functions; or 4) which if left unresolved is likely to cause a significant impact to the operation of the Partner Tool or to Customer’s business. In addition, the Fall-back Solution fails to resolve the issue or is unavailable.
Scenario: An Error in the Software System that results in a serious, but non-Level 1, impairment, degradation, loss of, or change to a Critical Function. The Fall-back Solution fails to resolve the issue or is unavailable.
Scenario: An Error in the Software System that results in minor availability problems or the inaccessibility of a Non-critical Function. The Fall-back Solution is operating.
Table IV: Reaction Time and Resolution Time
Scenario: An Error in the Software System that results in the inaccessibility of a Non-critical Function for some users.
The Customer and Northfork are each independently responsible for reporting any Error that has occurred based on internal alarms or observations as set forth in this SLA; failure by Customer to report an Error shall not absolve Northfork of its responsibility to independently monitor the Software System for Errors.
4. PRICE REDUCTION FOR DOWNTIME
The Customer and Northfork are each independently responsible for reporting any Error that has occurred based on internal alarms or observations as set forth in this SLA; failure by the Customer to report an Error shall not absolve Northfork of its responsibility to independently monitor the Software System for Errors. The total monthly payment due from the Customer to Northfork will be reduced (or The Customer will receive a credit) if the Uptime falls below the Uptime Guarantee in any given calendar month. The amount of the reduction is based on Table VI below. Uptime metrics and any associated reduction shall be calculated on a calendar monthly basis. Northfork shall provide a report detailing the Uptime metrics and the amount of any Reduction for a calendar month (“Uptime Report”) to the Customer within ten (10) days of the end of such calendar month.
Table VI: Reduction for Downtime
Level 1:
Scenario: A Shutdown or an Error which: 1) prevents the entire or major portions of the Software System from functioning; 2) results in a failure of a Critical Function; 3) which causes a serious disablement or impact on any Critical Functions; or 4) which if left unresolved is likely to cause a significant impact to the operation of the Partner Tool or to Customer’s business. In addition, the Fall-back Solution fails to resolve the issue or is unavailable.
Scenario: An Error in the Software System that results in a serious, but non-Level 1, impairment, degradation, loss of, or change to a Critical Function. The Fall-back Solution fails to resolve the issue or is unavailable.
Scenario: An Error in the Software System that results in minor availability problems or the inaccessibility of a Non-critical Function. The Fall-back Solution is operating.
Table IV: Reaction Time and Resolution Time
Scenario: An Error in the Software System that results in the inaccessibility of a Non-critical Function for some users.
The Customer and Northfork are each independently responsible for reporting any Error that has occurred based on internal alarms or observations as set forth in this SLA; failure by Customer to report an Error shall not absolve Northfork of its responsibility to independently monitor the Software System for Errors.
4. PRICE REDUCTION FOR DOWNTIME
The Customer and Northfork are each independently responsible for reporting any Error that has occurred based on internal alarms or observations as set forth in this SLA; failure by the Customer to report an Error shall not absolve Northfork of its responsibility to independently monitor the Software System for Errors. The total monthly payment due from the Customer to Northfork will be reduced (or The Customer will receive a credit) if the Uptime falls below the Uptime Guarantee in any given calendar month. The amount of the reduction is based on Table VI below. Uptime metrics and any associated reduction shall be calculated on a calendar monthly basis. Northfork shall provide a report detailing the Uptime metrics and the amount of any Reduction for a calendar month (“Uptime Report”) to the Customer within ten (10) days of the end of such calendar month.
Table VI: Reduction for Downtime
Level 1:
Scenario: A Shutdown or an Error which: 1) prevents the entire or major portions of the Software System from functioning; 2) results in a failure of a Critical Function; 3) which causes a serious disablement or impact on any Critical Functions; or 4) which if left unresolved is likely to cause a significant impact to the operation of the Partner Tool or to Customer’s business. In addition, the Fall-back Solution fails to resolve the issue or is unavailable.
Scenario: An Error in the Software System that results in a serious, but non-Level 1, impairment, degradation, loss of, or change to a Critical Function. The Fall-back Solution fails to resolve the issue or is unavailable.
Scenario: An Error in the Software System that results in minor availability problems or the inaccessibility of a Non-critical Function. The Fall-back Solution is operating.
Table IV: Reaction Time and Resolution Time
Scenario: An Error in the Software System that results in the inaccessibility of a Non-critical Function for some users.
The Customer and Northfork are each independently responsible for reporting any Error that has occurred based on internal alarms or observations as set forth in this SLA; failure by Customer to report an Error shall not absolve Northfork of its responsibility to independently monitor the Software System for Errors.
4. PRICE REDUCTION FOR DOWNTIME
The Customer and Northfork are each independently responsible for reporting any Error that has occurred based on internal alarms or observations as set forth in this SLA; failure by the Customer to report an Error shall not absolve Northfork of its responsibility to independently monitor the Software System for Errors. The total monthly payment due from the Customer to Northfork will be reduced (or The Customer will receive a credit) if the Uptime falls below the Uptime Guarantee in any given calendar month. The amount of the reduction is based on Table VI below. Uptime metrics and any associated reduction shall be calculated on a calendar monthly basis. Northfork shall provide a report detailing the Uptime metrics and the amount of any Reduction for a calendar month (“Uptime Report”) to the Customer within ten (10) days of the end of such calendar month.
Table VI: Reduction for Downtime
Level 1:
Scenario: A Shutdown or an Error which: 1) prevents the entire or major portions of the Software System from functioning; 2) results in a failure of a Critical Function; 3) which causes a serious disablement or impact on any Critical Functions; or 4) which if left unresolved is likely to cause a significant impact to the operation of the Partner Tool or to Customer’s business. In addition, the Fall-back Solution fails to resolve the issue or is unavailable.
Scenario: An Error in the Software System that results in a serious, but non-Level 1, impairment, degradation, loss of, or change to a Critical Function. The Fall-back Solution fails to resolve the issue or is unavailable.
Scenario: An Error in the Software System that results in minor availability problems or the inaccessibility of a Non-critical Function. The Fall-back Solution is operating.
Table IV: Reaction Time and Resolution Time
Scenario: An Error in the Software System that results in the inaccessibility of a Non-critical Function for some users.
The Customer and Northfork are each independently responsible for reporting any Error that has occurred based on internal alarms or observations as set forth in this SLA; failure by Customer to report an Error shall not absolve Northfork of its responsibility to independently monitor the Software System for Errors.
4. PRICE REDUCTION FOR DOWNTIME
The Customer and Northfork are each independently responsible for reporting any Error that has occurred based on internal alarms or observations as set forth in this SLA; failure by the Customer to report an Error shall not absolve Northfork of its responsibility to independently monitor the Software System for Errors. The total monthly payment due from the Customer to Northfork will be reduced (or The Customer will receive a credit) if the Uptime falls below the Uptime Guarantee in any given calendar month. The amount of the reduction is based on Table VI below. Uptime metrics and any associated reduction shall be calculated on a calendar monthly basis. Northfork shall provide a report detailing the Uptime metrics and the amount of any Reduction for a calendar month (“Uptime Report”) to the Customer within ten (10) days of the end of such calendar month.
Table VI: Reduction for Downtime
Copyright 2023 Northfork AB
Copyright 2023 Northfork AB
Copyright 2023 Northfork AB
Level 1:
Scenario: A Shutdown or an Error which: 1) prevents the entire or major portions of the Software System from functioning; 2) results in a failure of a Critical Function; 3) which causes a serious disablement or impact on any Critical Functions; or 4) which if left unresolved is likely to cause a significant impact to the operation of the Partner Tool or to Customer’s business. In addition, the Fall-back Solution fails to resolve the issue or is unavailable.
Scenario: An Error in the Software System that results in a serious, but non-Level 1, impairment, degradation, loss of, or change to a Critical Function. The Fall-back Solution fails to resolve the issue or is unavailable.
Scenario: An Error in the Software System that results in minor availability problems or the inaccessibility of a Non-critical Function. The Fall-back Solution is operating.
Table IV: Reaction Time and Resolution Time
Scenario: An Error in the Software System that results in the inaccessibility of a Non-critical Function for some users.
The Customer and Northfork are each independently responsible for reporting any Error that has occurred based on internal alarms or observations as set forth in this SLA; failure by Customer to report an Error shall not absolve Northfork of its responsibility to independently monitor the Software System for Errors.
4. PRICE REDUCTION FOR DOWNTIME
The Customer and Northfork are each independently responsible for reporting any Error that has occurred based on internal alarms or observations as set forth in this SLA; failure by the Customer to report an Error shall not absolve Northfork of its responsibility to independently monitor the Software System for Errors. The total monthly payment due from the Customer to Northfork will be reduced (or The Customer will receive a credit) if the Uptime falls below the Uptime Guarantee in any given calendar month. The amount of the reduction is based on Table VI below. Uptime metrics and any associated reduction shall be calculated on a calendar monthly basis. Northfork shall provide a report detailing the Uptime metrics and the amount of any Reduction for a calendar month (“Uptime Report”) to the Customer within ten (10) days of the end of such calendar month.
Table VI: Reduction for Downtime