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Service Level Agreement for Cloud Services

1. PARTIES

This Service Level Agreement (“SLA”) is an agreement entered into between:
  1. Infowise Solutions Ltd, located at 1920 Yonge St, Suite 200, Toronto, ON M4S 3E2, Canada, incorporated in the Province of Ontario under #002348529, referred hereafter as “Infowise”.
  2. Client of Infowise cloud-based services, referred hereafter as “User”.

2. DEFINITIONS

The following definitions shall apply for purposes of this Service Level Agreement:
  • “Office 365” means Microsoft Office online offering, comprised of numerous integrated components. At present, Infowise components are designed to interact with SharePoint Online, Azure AD and Exchange Online. Infowise components have the ability to read, create, modify and delete data stored within the Office 365 tenant of the User.
  • “Azure Active Directory (Azure AD)” means Microsoft’s multi-tenant cloud based directory and identity management service.
  • “SharePoint Add-ins (formerly Apps)” means software components designed to interact with Microsoft SharePoint and provide additional functionality. Most of Infowise components are SharePoint add-ins.
  • “Hosted Service” means the set of Infowise components, web pages and web APIs designed to interact with Microsoft Office 365 services. Infowise hosts its services at Microsoft Azure data centres located in Eastern USA and Western Europe. Hosted Service does not include Infowise websites and services outside of Office 365 components (such as, but not limited to: website, blog, training material, etc.).
  • “Hosting Provider” means Microsoft that owns and maintains the Azure data centres where Infowise hosted services are located.
  • “Error” means (i) a Server Error Response to a Valid Request or (ii) no response to a Valid Request because the service is down. Network errors or downtime outside of the Hosting Provider network do not constitute an error.
  • “Credit Percentage” means a credit amount calculated as a percentage of the Service Fees.
  • “Monthly Availability” means a monthly availability percentage calculated per customer, for a given monthly billing period, as follows: 1 – (total Errors) / (total Valid Requests).
  • "Server Error Response" means an HTTP return status code between 500 and 599.
  • “Service Fees” means the fees paid for the Services to which the relevant Service Level Guarantee applies, in the monthly billing period in which the event giving rise to a credit first occurred.
  • “Valid Request” is defined as a well formed web request targeting a web page or an API. A valid and up-to-date access token must be supplied as issued by Azure AD.

3. INFOWISE INFRASTRUCTURE

Infowise utilizes several hosted web applications and a hosted database. Services are physically located at the Azure data centres in Eastern US and Western Europe. The following infrastructure components are currently in use:
  • Load balancer – receives HTTP requests and forwards them to one of the web servers, dividing the work load according to best performance in term of latency. In pratical terms, European customers will always be redirected to the European data centre, while customers from the rest of the world will be redirected to the US data centre. The load balancer is also responsible for constantly monitoring the health of the web applications and excluding faulty applications.
  • Web application – Azure web applications that host the ASP.NET applications that interact with the User, expose APIs and perform timer-based jobs, based on User-defined rules and conditions. Web applications respond to request made directly by the User via a web browser, or indirectly, being called by Office 365 in response to pre-defined events. Web applications are identical in terms of virtualized hardware and software and are designed for high availability. The web applicattions are constantly monitored on multiple parameters (RAM, CPU, etc.).
  • Database – Microsoft Azure SQL database used to store User-created configurations and rules for the Infowise add-ins. The database is configured as a live read/write instance and one live read-only replica at a different physical location in high availability setup. The replica will automatically replace the read/write instance during catastrophic failures within up to 30 seconds. Databases are only accessible by applications found within a pre-approved list of IPs, preventing any unauthorized access. Only specific Infowise web applications are allowed access to the database. The database is constantly monitored on multiple parameters (RAM, CPU, etc.).

4. DATA ACCESS AND STORAGE

Infowise add-ins are intended and designed to have access to User data, including list items, documents and, when allowed so, mail boxes and calendars. In most cases the allowed access includes the ability to read, write and delete all data. Additionally, when Infowise add-ins access the data, it may pass through the public network to Infowise web servers for processing. All traffic is protected by Secure Sockets Layer (SSL) and encrypted, preventing unauthorized access by third parties.

Infowise servers do not retain the User data beyond the short period of time required for processing (usually, several seconds) and even then, it’s held only in the server random access memory and not on any media. The exceptions to this rule are:
  • Infowise-specific rules and configurations are stored in the Database. Unless a User purposely included sensitive data within the configurations (e.g. custom email templates can contain any user-defined text), the configuration only include Infowise-specific, and not user-specific data.
  • Users can configure alerts on SharePoint lists and document libraries. Users have an option to configure an alert to be delivered at a later time (e.g. daily or weekly summaries). Such alerts will be generated and then stored inside the Database until the scheduled delivery. Users might configure such alerts to contain sensitive dataand should adhere to their internal information security policies.
  • All Database queries are performed with the site URL being a part of the query. The site URL is taken directly from within the security context of the access token provided by Azure AD and not through any parameters passed by the user. It ensures that no User or SharePoint site can query information outside of their scope.
  • Support incidents may require application data to be recording for debugging purposes. Infowise will only start recording such data when agreed by customer, stop recording when the underlying issue has been resolved and immediately dispose of the collected data. In no case shall the data be kept beyond the reasonable period of time required for the specific ticket’s resolution or shared with anyone.

5. MAINTENANCE AND AVAILABILITY

From time to time, the Hosting Provider (Microsoft Azure) may perform scheduled maintenance of their infrastructure, affecting Infowise Service, on rare occasion resulting in short disruptions of service. The maintenance windows are usually defined during period of low usage, such as weekends. Notice of such interruptions is posted by the Hosting Provider and re-posted by Infowise by the means of the website blog.

Although highly unlikely, there is always a possibility of a catastrophic hardware failure and emergency recovery. Infowise infrastructure is designed to prevent most such failure scenarios, specifically through hosting various virtual machines on separate physical hardware and separate physical locations, but it is technically impossible to mitigate them completely.

In no case shall a service interruption caused by the Hosting Provider, whether planned or not, be considered an Error according to this Service Level Agreement.

6. PERFORMANCE AND RESPONSE TIMES

Infowise hardware and software was designed to optimize performance and response times.

The web servers are designed to handle the average load utilizing under 25-30% of CPU resources and under 60% of RAM, databases are designed to utilize under 10% total resources.

The software was written and tested with performance being one of the most important criteria. Nevertheless, being a highly-configurable add-on to a 3rd party product (Office 365), there are some inherent causes for less than adequate response times, errors or total lack of response:
  • Users are responsible to configure the way the add-in functions. It is technically possible to configure data queries that are so large in scope as to cause noticeable delay in response. Factors to consider are number of sites, number of lists, number of items in each list, number of unique item-level permissions, etc. For example, trying to update all items in a large list at the same time will result in timeouts or errors.
  • Microsoft imposes limits on the number of API calls per unit of time. As Infowise components make wide use of the APIs to interact with Office 365, it is possible for the user to configure Infowise components to perform an excessive number of API calls, causing errors or complete halt of any additional call processing. Microsoft does not disclose specific throttling settings or limits and they cannot be overridden by Infowise or the User.

7. SUPPORT INCIDENTS AND RESOLUTION

Users are permitted to contact Infowise for support when:
  • The user is subscribed to a regular-priced license (not the Small/Medium Business lower-priced license). Such user may request support that related to both bug-related and implementation related issues. Initial support will be provided within 4 business hours, Eastern Time (UTC-5:00), on regular business days in the Province of Ontario.
  • The user is subscribed to lower-priced Small/Medium Business (SMB) license, which includes no support. Such users can still request bug-related support. Initial support will be provided within 2 business days, Eastern Time (UTC-5:00), on regular business days in the Province of Ontario.
Users who purchased their subscription through a third party are expected to seek first-level support with their specific vendor.

A support ticket can be created by sending an email to support@infowisesolutions.com. The user will receive an immediate automated response indicating the ticket number for future references. This email does not constitute “initial support” as described above.

The support provider may request additional information from the User and expect adequate response to help solve the issue. Logging might need to be enabled for the particular web site, in some cases direct access credentials or web sessions might be required as well.

Although we strive to provide the fastest possible response for each customer, we reserve the right to prioritize support tickets according the affected scope and urgency.

8. SERVICE LEVEL GUARANTEE

We guarantee that your cloud services will be available 99.9% of the time in any given monthly billing period. If we fail to meet this guarantee, you will be eligible for a credit calculated as a percentage of the Service Fees, as follows:
Five percent (5%) of the Service Fees for each 30 minutes of unavailability, after the first 0.1% of unavailability during the month, up to one hundred percent (100%) of the Service Fees.

You shall not be entitled to a credit if the downtime occurred due to misconfiguration, deletion of configuration settings or other changes performed by User both within Infowise components and within Office 365. Under no circumstances shall Infowise be responsible for loss or alteration of User data resulted from using Infowise services.

Source URL: http://www.infowisesolutions.com/cloudsla.aspx
© 2016 Infowise Solutions Ltd.
Last updated: Mon 16 January, 2017