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TraceParts Service Level Agreement (SLA) for Catalog Hosting & Publishing Services

TraceParts shall provide the Catalog Hosting & Publishing Online Services (Online Services) in accordance with this Service Level Agreement (SLA).

 

1. Online Services Availability

TraceParts’ target is to provide availability of its Online Services for a minimum of ninety nine percent (99%) of the time under which the Online Services are not under (i) a Planned Service Interruption (as defined hereunder) or (ii) an interruption which is the result of a Customer’s request. This percentage of availability is calculated by deducting from 100% the number, expressed as a percentage, calculated by applying the following formula: number of minutes during which the Online Services have not been available to Customer (only taking into account interruptions exceeding 5 minutes) during a calendar month due to reasons under TraceParts’ exclusive control, divided by the total number of minutes of such calendar month.

For the avoidance of doubt, shall not constitute reasons under TraceParts’ exclusive control, without the foregoing being limitative, any electrical, utility or telecommunication outages, or significant telecommunication performance degradation.
A “Planned Service Interruption” time means the period of time necessary to interrupt the Online Services in order to perform scheduled preventive or corrective maintenance, as well as back-ups. Interruptions for i) preventive or corrective maintenance shall last a maximum of four (4) hours per month and planned one (1) week in advance, and ii) back-ups shall last a maximum of one (1) hour per day when performed during Customer’s business hours.
An “Emergency Service Interruption” may happen at any time without notice in order to fix a critical problem. Critical problems may include, without limitation i) attacks on the Online Services (including a denial of service attack), ii) Customer’s use of Online Services disrupting Online Services or creating a security risk to TraceParts or to any TraceParts customer, iii) harming of TraceParts systems or any TraceParts customer’s systems or iv) creating a likely risk of the foregoing, or v) using the Online Services for fraudulent or illegal Activities.
Customer has real-time access to performance reports relating to the service levels via the web page https://info.traceparts.com/status/. These reports include:

  •  The performance levels against availability targets.
  •  The performance levels against support targets by the help desk.
  •  The details of any system failure with a root cause analysis for Severity 1 incidents.

 

2. Hosting infrastructure

2.1 Hosting Datacenter

The information below is given by TraceParts for guidance only concerning its current third-party hosting provider. TraceParts may decide at any time to change its third-party hosting provider or use one or more additional third-party hosting providers.
At the date of signature of the Agreement, the TraceParts platform is hosted at the SFR datacenter in Val de Reuil, France and at the Amazon datacenter in Ireland.
Resilience and hot standby
Each layer of the architecture includes redundancy and hot standby functionality:

  • virtualized web application servers (hot standby in case of a hardware failure is automatic and seamless to users).
  • multimedia web servers (automatically deliver static content).
  • data servers (with data mirroring).
  • dedicated servers for generating CAD files.

Capacities and scalability
TraceParts’ web applications feature a highly distributed architecture – servers can be added at any time without any disruption to service.
Disaster Recovery Plan (DRP)
If the hosting center of the provider(s) chosen by TraceParts is unavailable for more than four (4) hours or completely destroyed, TraceParts has a full backup solution that can be up and running within eight (8) business hours (hardware, applications and data).

 

2.2 Security and Backups

Server security
A LINUX IPTABLES firewall and AVAST antivirus (Server Edition) are installed on the servers.

 

Catalog data backups

  • The first-level backup is performed using a catalog data version management system. This first-level backup is performed in real time whenever data are updated and before they are uploaded to the production servers.
  • The second-level backup is performed using LTO tapes, with a full backup every day. Tapes are stored in a fireproof vault.
  • For the third-level backup, two sets of LTO tapes are stored every month outside the data processing center.
  • In addition to backing up catalog data, a complete up-to-date copy of the data is always available on the application production servers.

 

User and application data backups
A remote backup system is run every day for the user and application data on the hosted servers at TraceParts headquarters. Backups are therefore not stored on the same site as the TraceParts applications. The backup system is tested every year by TraceParts and the data recovery time after restoring from archived files is no more than one (1) business day.

 

Monitoring and alerts
The monitoring service features the following main characteristics.

  • Hardware is monitored by a third-party monitoring provider. Email and SMS alerts are automatically sent in case of a hardware failure.
  • TraceParts monitors file downloads in real time to ensure that the CAD files generated and delivered are free of any technical problems.

 

3. Help desk support

The TraceParts help desk mainly provides support by telephone, email and online from Monday to Friday, 9 am to 5 pm CET, excluding French national holidays. All problems are logged and monitored until resolved by TraceParts’ incident management and tracking solution. The Customer may access the solution to check the progress of each request. A unique tracking number is assigned to each incident, and the help desk will keep the Customer regularly updated until the incident is resolved to the Customer’s satisfaction. As the incident is being processed, the Customer will receive an email notification whenever the status of the incident changes.

Call logs and reports will be available in English and French.

When TraceParts receives a support request, the call will be assigned one of the following severity levels.

 

Severity

Category

Description

1

Critical

All or part of the system is unavailable or faulty, and is threatening production of the user services

2

Serious

An incident with a serious impact on part of the company

3

Moderate

A non-critical incident with a temporary impact on the users, or a request for advice or consulting services

4

Low

A development request – either a bespoke task, the addition of new functionality or an extension to the existing functionality (requiring configuration work)

 

Depending on the severity of the call, the following target resolution times will apply.

 

Severity

Acknowledgment

Lead-time for a workaround solution

Resolution time

1

Within 15 minutes

2 hours

Within 4 hours

2

Within the hour

4 hours

Within 2 business day

3

Within 2 hours

8 hours

Within 4 business day

4

Within 4 days

As agreed

As agreed

 

4.  Indemnification

The effective operability rate is based on the availability rate of the services (A) and the number of incidents resolved within the lead-times indicated in the Help desk support section above.
The operability rate is defined according to the following thresholds:

 

Operability threshold

A

Number of monthly incidents Severity 1 or 2

Number of monthly incidents Severity 3 or 4

Standard

>= 99%

1

3

Threshold 1

97%=< A < 99%

3

4 to 6

Threshold 2

<97%

>3

>6

 

The penalties corresponding to thresholds 1 and 2 are as follows:

  • Threshold 1: one alert the first month without penalty. The second consecutive month at this operability threshold will give rise to a penalty equal to 1/12 of the yearly price paid by the Customer for the TraceParts Service Catalog Hosting & Publishing Services.
  • Threshold 2: below this threshold for three consecutive months, Customer reserves the right to terminate the Agreement.

 

Last updated: May 15, 2018