This Service Level Agreement (“SLA”) forms part of the Software as a Service agreement between Customer and First2Print Ltd (company number 07420834) (“First2Print”) (“Agreement”). First2Print encourages Customer to review the online SLA periodically.
This SLA describes the levels of the Artworker+ digital workflow system availability and support that a Customer can expect to receive from First2Print for the duration of the Agreement.
The following terms used in this will have the meanings specified below. Any capitalized terms not defined herein shall have the meaning attributed to them in the Agreement. In this SLA the singular includes the plural and vice versa; the words "month", "year", and "quarter" mean calendar month, calendar year, and calendar quarter, unless otherwise stated; and the word "including" (or any analogous word or phrase) means “including without limitation”.
08:30 to 17:00, local time for the provider First2Print, not including Saturday, Sunday or a public holiday.
a lower quality of service as described in this SLA (e.g. temporarily broken or temporarily unavailable functionality).
the period of time during which the Artworker+ digital workflow system is wholly unavailable to Customer, including maintenance occurring outside of Maintenance Hours for which less than 24 hours' notice was provided to affected Customers. However, Downtime shall not include:
the time that elapses from the Response Time until the alert is resolved.
measures the time that elapses between the receiving of an alert and the time of commencing work on the issue.
planned outages, either suspending service in full or in part, which First2Print will endeavour to announce at least 5 days in advance, and in any case will announce no later than 24 hours in advance, which will not exceed a reasonable period of time for the maintenance required and which, where possible, shall take place during Maintenance Hours.
SLA Effective Date
the Project Start Date stated in the Agreement or applicable Statement of Work and the date this SLA enters into force.
an electronic request sent to First2Print by a Customer (e.g. requesting a solution to an incident).
as calculated in accordance with this SLA.
This is the term for the Customer's customer, an external collaborator of the Artworker+ digital workflow system
3. Scope of the Service Level Agreement
This SLA applies only to the Artworker+ digital workflow system and Services described in the Agreement or applicable Statement of Work. This SLA does not apply to any software, equipment, services, or other parts of an information technology system that are not purchased from or managed by First2Print.
First2Print will rectify material issues with the Artworker+ digital workflow system, except where:
the issue has been caused by Customer's use of the Artworker+ digital workflow system in a manner that is contrary to First2Print Training or any other instruction issued by First2Print;
Customer has made unauthorized changes to the configuration or set-up of the affected Artworker+ digital workflow system;
Customer has prevented First2Print from performing maintenance on the Artworker+ digital workflow system;
the issue has been caused by Third Party Products; or
the issue has been caused by User(s), including by modifying part of the software or by adding, deleting, or assigning improper rights to Users or End Customers.
4. SLA Effective Date and Term
This SLA will be effective from the Project Start Date and will terminate without further notice and without right to compensation or restitution upon the expiry or termination of the Agreement or applicable Statement of Work.
ensure the relevant Artworker+ digital workflow system and Services are available to Customer in accordance with the Uptime guarantee;
respond to support requests within the timescales listed below;
take steps to escalate, diagnose, and resolve issues in an appropriate and timely manner, including the allocation of enough skilled staff and the collection of necessary information; and always maintain clear and timely communication with the Customer;
this support is only provided to the Customer and not to Customer's customer known as End Customers.
use the Artworker+ digital workflow system as intended under the Agreement;
notify First2Print of issues or problems in a timely manner and as thoroughly as is possible;
cooperate with First2Print in its efforts to escalate, diagnose, and resolve issues by providing timely and accurate responses to requests for information;
in case of a Priority 1 Alert, ensure the availability of enough skilled Customer employees to work with First2Print;
support their End Customers as the first point of enquiry for support before escalation to First2Print.
First2Print will apply best efforts to achieve 99% uptime each month 24 hours a day 7 days a week (“Agreed Hours of Service”). Uptime is measured based on the monthly average of availability, rounded down to the nearest minute, and calculated as follows:
Monthly Uptime % = (Maximum Available hours - Downtime) / Maximum Available Hours
7. First2Print’s Infrastructure & Storage
First2Print provides the Artworker+ digital workflow system via AWS, a cloud platform which provides compute, network and data storage services.
8. Response Time and Resolution Time
In the event of an alert, First2Print is deemed to have responded when it has replied to Customer's initial request. This may be in the form of an email or telephone call, to acknowledge receipt of Customer's request, provide a solution, or request further information.
The Response Time and Resolution Time will depend on the priority of the item(s) affected and the severity of the alert, as set out in the following schedule:
Highly critical alert. Artworker+ digital workflow system is not available for use or a significant proportion of the contracted functionalities are not available.
Within 6 hours
Within 6 hours, inclusive of the Priority 1 Alert Response Time.
Critical alert. One or more elements of the Artworker+ digital workflow system critical to the functioning of Customer’s business have ceased to respond completely or respond extremely slowly.
Within 24 hours
Within 24 hours, exclusive of the Priority 2 Alert Response Time.
Non-critical alert. One or more elements of the Artworker+ digital workflow system have ceased to respond completely or respond slowly, and a workaround is available.
Within 48 hours
Within 48 hours, exclusive of the Priority 3 Alert Response Time.
Notification of minor issue that does not prohibit Customer from utilizing Artworker+ digital workflow system in any material way.
Within 48 hours
9. Problem Management
First2Print Support regularly analyses all Customer Tickets in order to identify trends and issues. Based on these findings, we prioritize the backlog of issues and task and escalate tickets to development to remedy the problem.
Technical issues are related to a particular bug, security or backup failure, or any other type of non-functioning of the Artworker+ digital workflow system. Example: "An orders status doesn't update."
User questions which arise will be the responsibility of the Customer after the onboarding process. The Customer is expected to only escalate these questions to First2Print after all internal resolution steps are taken.
Requests are requests to change the Artworker+ digital workflow system, features or settings. Example: "Can you create a new product type within the Design Services?"
Content questions are related to the contents of Customer Data itself. Customer is the creator and controller of its Customer Data and is therefore tasked with providing User support for these questions. Example: "How do I add an attachment to a design brief."
Help Desk the First2Print help desk can be contacted by email anytime via firstname.lastname@example.org
First2Print provides its Artworker+ digital workflow system on the accredited AWS Cloud Platform which conforms to IEC/ISO 27001:2013 and applies industry best practice to security.
The First2Print IT team secures backups of all data and code in the following manner:
Incremental backups of system data on back-up servers (daily).
Full backups of the database (daily, retention of 7 days).
In the (unlikely) event of damage or loss at First2Print’s AWS location, First2Print will restore Customer’s data from the most recent backup. This will be treated as a Priority 1 alert.
12. Software Release Policy
First2Print releases the Artworker+ digital workflow system via Continuous Integration and Continuous Delivery. This means that whenever a new feature or release of First2Print is ready, it can be deployed to the production system at any moment.
Urgent bug fixes that impact availability and critical features are applied immediately on production servers in accordance with the Resolution Time schedule.
Third party components in use by First2Print (e.g. Windows Server, MongoDB, MS SQL, IIS, etc.) are updated on an as needed basis, whenever critical updates become available.
13. Software Improvements
First2Print will make available to Customer new versions, releases, and updates to the Artworker+ digital workflow system to solve defects and/or errors, keep the Artworker+ digital workflow system up-to-date with system developments, or otherwise improve the operation or functionality of the Artworker+ digital workflow system. These improvements may include bug fixes. First2Print will only support the most recent version of the Artworker+ digital workflow system.
When applying updates and versions First2Print shall make reasonable efforts to ensure that when performing such actions, the impact on Customer and its User(s) is limited.
14. Updates to the SLA
This SLA may be updated at First2Print’s discretion, but only after providing thirty (30) days’ notice, after which it shall be effective (“SLA Effective Date”). Such notice will be sufficient if provided to a User designated as an administrator of Customer’s Artworker+ digital workflow system account either: (a) as a note on the screen presented immediately after completion of the log-in authentication credentials at the log in screen, or (b) by email with read receipt to the email address provided for the administrator(s) for Customer’s account. If Customer objects to any such changes, Customer's only recourse is to terminate the Agreement. Continued use of the Artworker+ digital workflow system following the SLA Effective Date of any update shall indicate Customer's acknowledgement of such update and agreement to be bound by the updated SLA. When First2Print changes this SLA, the date below will be changed to reflect the publication date of the most recent version.