Service Level Agreement (SLA)

• Overview
• Definitions
• Service
  • Definitions
  • Availability
    • Uptime
    • Maintenance
    • Security
  • Exclusions
  • Financial compensation
• Support
  • Definitions
  • Support requests
    • Characterization
    • Acknowledgement and Resolution
  • Response times
  • Resolution times

Overview

	Standard	Premium	Enterprise
Price	Included	10% / €500	20% / €1000
Uptime	>=99.9%	>=99.95%	>=99.99%
Monitoring	24/7	24/7	24/7
Support	Business Hours	Business Days	24/7
Support channels	Email	Chat	Phone
Support response	2 days	1 day	8 hours
Incidents P1	8 hours	4 hours	2 hours
Maintenance	Business Hours	Business Days	Maintenance Window
Security patches	2 weeks	1 week	1 week
Upgrades	4 weeks	2 weeks	1 week
Backup retention	7 days	14 days	30 days
Compensation	50%	75%	100%

Definitions

• "Service Level Agreement" this document also referred to as "SLA"
• "Customer" means recipient of our Service
• "Agreement" means a signed quote by Customer and Stellar Hosted
• "Term" means duration with start date and end date of Agreement
• "Service" means managed and hosted open source software
• "Hours of Operation" means 17:00 on Sunday to 17:00 on Friday Universal Time Zone (UTC), except for holidays in local time (Amsterdam) also referred to as "After hours"
• "Business Day" means any day during the Hours of Operation also referred to as "Business Days" or "Day"
• "Business Hours" means 09:00 to 17:00 Universal Time Zone (UTC) on Business Days

Service

Definitions

• "Instance" means one installed Software as part of the Service
• "Service Level Objective" target availability of "Instance" as part of covered "Service" also referred to as "SLO"
• "Downtime" means all valid http requests to the covered Service fail
• "Downtime Period" means one consecutive minute of Downtime
• "Maintenance" is potential Downtime Period related to network, hardware, or software maintenance or upgrades
• "Scheduled Maintenance" means pre-defined planned Maintenance
• "Maintenance Window" pre agreed 4 hour window on recurring day and time for planable Maintenance
• "Uptime Percentage" means the total number of minutes in a time period, minus the number of minutes of Downtime suffered from all Downtime Periods in that time period, divided by the total number of minutes in the time period
• "Valid Requests" are requests that conform normal usage that would normally result in a non-error http response
• "Financial Compensation" means percentage of financial compensation as monetary credit on future invoices
• "Common Vulnerability Scoring System" a scoring mechanism to evaluate the threat level of a vulnerability also referred to as CVSS
• "Common Vulnerabilities and Exposures" a glossary that classifies vulnerabilities based on Common Vulnerability Scoring System also referred to as CVE

Availability

During the Term of the Agreement under which Stellar Hosted has agreed to provide Service to Customer (as applicable, the "Agreement"), the respective covered Service will provide a monthly Uptime Percentage to Customer as follows (each, a "Service Level Objective" or "SLO").

Uptime

	Standard	Premium	Enterprise
Uptime	>=99.9%	>=99.95%	>=99.99%

• Intermittent Downtime for a period of less than one minute will not be counted towards any Downtime Periods
• Downtime as part of Maintenance will not be counted towards any Downtime Period for covered Service

Maintenance

To ensure optimal performance of the Services, Stellar Hosted performs periodic Maintenance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of the Services.

• Security patches with Common Vulnerability Scoring System score Critical can be applied 24/7 under Maintenance
• Scheduled Maintenance is normally performed during Business Hours and depending on Service Level performed during Hours of Operation or a Maintenance Window
• Software upgrades for Instances are part of Scheduled Maintenance and applied within one or two weeks after the official release
• Stellar Hosted will use commercially reasonable efforts to provide at least 7 days advance notice of the Maintenance if Stellar Hosted expects planned Maintenance to negatively affect the availability or functionality of the Services
• Stellar Hosted may perform emergency unscheduled Maintenance at any time
• If Stellar Hosted expects such emergency unscheduled Maintenance to negatively affect the availability or functionality of the Services, Stellar Hosted will use commercially reasonable efforts to provide advance notice of such Maintenance

Security

CVE stands for Common Vulnerabilities and Exposures. It is a list or database of publicly disclosed cybersecurity vulnerabilities and exposures. Each entry in the CVE database is uniquely identified by a CVE ID (e.g., CVE-2021-44228), providing a standardized identifier for a specific vulnerability. This allows for efficient sharing of data across various security tools and services, facilitating the coordination and mitigation of vulnerabilities among different parties. The CVE system helps in the identification, assignment, and referencing of vulnerabilities.

CVSS, or Common Vulnerability Scoring System, is a standardized framework for rating the severity of security vulnerabilities. CVSS scores provide a way to capture the principal characteristics of a vulnerability and produce a numerical score reflecting its severity. The score ranges from 0 to 10, with 10 being the most severe. This system helps organizations prioritize their response and resources according to the severity of the vulnerabilities they are dealing with. CVSS scores are divided into three metric groups: Base, Temporal, and Environmental, each addressing different aspects of vulnerability management.

Severity	Score
None	0
Low	0.1 - 3.9
Medium	4.0 - 6.9
High	7.0 - 8.9
Critical	9.0 - 10.0

Exclusions

The SLA does not apply to any:

• features or Services designated pre-general availability (unless otherwise set forth in the associated Documentation)
• features or Services excluded from the SLA (in the associated Documentation)
• features or Services that have been deprecated
• errors caused by factors outside of Stellar Hosted’s reasonable control
• errors that resulted from abuses or other behaviors that violate the Agreement
• errors that resulted from quotas listed in the Documentation
• errors that resulted from Customer’s restart of an Instance
• errors that resulted from Customer’s software or hardware or third party software or hardware

Financial compensation

A percentage of the price on a month basis for covered Service which does not meet Service Level Objective that will be credited to future recurring invoices of Customer.

Uptime	Standard	Premium	Enterprise
99.0% - < 99.9 / 99.95 / 99.99	10%	25%	50%
95.0% - < 99.0%	25%	50%	75%
< 95.0%	50%	75%	100%

• Monthly Uptime Percentage and Financial Compensation are determined on a calendar month basis per Instance
• The aggregate maximum amount of Financial Compensation to be issued by Stellar Hosted to Customer for any and all Downtime Periods that occur in a single billing month
• Financial Compensation will not exceed 50% of the amount due by Customer, 75% for Premium, and 100% of the amount due by Customer for Enterprise, for the applicable month
• In order to receive any of the Financial Compensation, Customer must notify Stellar Hosted technical support within 30 days from the time Customer becomes eligible to receive a Financial Compensation
• Failure to comply with this requirement will forfeit Customer’s right to receive a Financial Compensation
• Financial Compensation will be made in the form of a monetary credit applied to future use of the Service and will be applied within 60 days after the Financial Compensation was requested.

Support

Definitions

• "Support Level" means one of Standard, Premium or Enterprise SLA levels
• "Support Team" mean the Stellar Hosted representatives responsible for handling technical Support Requests
• "Support Channel" any of our official email, chat or phone
• "Support Request" means a request from a designated Contact to the Support Team for technical support to resolve a question or problem report regarding the Services
• "Support Contacts" means administrators or technical employees designated by Customer who are allowed to contact Stellar Hosted for technical support
• "Service Unusable" is any situation where Customer, adhering to published technical guidelines for and documented correct usage of the Services, is unable to access or use the Services for the majority of its Customer End Users for a period of time greater than fifteen (15) minutes.
• "Standard Request" means a Support Request made by Customer that is not a Service Unusable Request or Feature Request
• "Feature Request" means a Support Request by a Support Contact to incorporate a new feature or enhance an existing feature of the Services that is currently not available as part of the existing Services.
• "Priority" means the level of impact a Support Request is having on Customer’s operations and is used to establish initial target response times.
• "P1" means Critical Impact – Service Unusable in Production
• "P2" means High Impact – Service Use Severely Impaired
• "P3" means Medium Impact – Service Use Partially Impaired
• "P4" means Low Impact – Service Fully Usable

Support requests

Prior to making a Support Request to Stellar Hosted, Customer will use reasonable efforts to fix any error, bug, malfunction or network connectivity defect without escalation to Stellar Hosted.

• All support provided by Stellar Hosted will be provided in the English language by default during Business Hours unless otherwise defined in this Service Level Agreement
• Customer contact may submit a written request for technical support through any of the Support Channels the email, chat or phone
• Customer will provide first-level support to Customer End Users
• Stellar Hosted will provide second-level support to Customer only
• To change Customer Support Contacts, Customer will notify Stellar Hosted via one of the Support Channels at least 5 Business Days prior to the change

Characterization

• Customer designates Priority upon submission of Support Requests
• Stellar Hosted will determine upon receiving whether the Support Request is a "Service Unusable", "Standard Request" or a "Feature Request"
• Any such determination made by Stellar Hosted is final and binding on Customer
• Stellar Hosted reserves the right to change Customer’s Priority designation if Stellar Hosted believes that Customer’s designation is incorrect and will inform Customer of any such change in its response to the Support Request
• Customer may appeal any such reclassification to Stellar Hosted's support management for review through any available Support Channel

Acknowledgement and Resolution

Procedures for acknowledgement and resolution of Support Requests.

• Customer will provide all requested diagnostic information and assist Stellar Hosted Support Team as may be required to resolve a Support Request
• Stellar Hosted may respond to a Request by acknowledging receipt of the Support Request
• Customer acknowledges and understands that Stellar Hosted may be unable to provide answers to, or resolve all, Support Requests
• If Stellar Hosted deems a Support Request to be a Feature Request, Stellar Hosted will log such request for consideration to add to a future update or release of the Services and will consider the matter closed
• Stellar Hosted is under no obligation to respond to or resolve any Feature Request or to include any such Feature Request in any future update or release
• For clarity, Stellar Hosted will not have any obligation to write or build any Software or write code to facilitate covered Service

Response times

• Stellar Hosted will process Support Requests during the Hours of Operation, unless otherwise indicated in this Service Level Agreement
• Any Support Requests received outside of the Hours of Operation will be logged and processed during the next Business Day
• Target initial response times as part of Service Level Objectives are based on the agreed Support Level

Priority	Standard	Premium	Enterprise
P1 - Critical Impact	8 hours	4 hours	2 hours
P2 - High Impact	12 hours	8 hours	4 hours
P3 - Medium Impact	2 days	1 day	8 hours
P4 - Low Impact	7 days	3 days	1 day

Resolution times

We will always endeavour to resolve problems as swiftly as possible but are unable to provide guaranteed resolution times.

This is because the nature and causes of problems can vary enormously, in all cases, we will make its best efforts to resolve problems as quickly as possible.