This Service Level Agreement (“SLA”) is a policy governing the use of the WoodWing Connect Services under the WoodWing Terms of Service (the “WoodWing Agreement”) between WoodWing Software B.V. (“WoodWing”, “us” or “we”) and users of the WoodWing Connect Services (“you”). You can find the WoodWing Terms of Service here. This SLA does not apply to any on-premises software that is part of the WoodWing Connect Services.
In the event of a conflict between the terms of this SLA and the WoodWing Agreement, the terms and conditions of this SLA apply, but only to the extent of such conflict. Terms not otherwise defined herein will have the meaning given to them in the WoodWing Agreement. We will not modify the terms of your SLA during the initial term of your Subscription Term; however, if you renew your subscription, the version of this SLA that is current at the time of renewal will apply throughout your renewal term. We will provide at least 90 days’ notice for adverse material changes to this SLA.
The following definitions are used:
- “Availability” means that WoodWing Connect Services can be accessed and used by you (as measured by WoodWing).
- “Downtime” means any event when the Services are unavailable to you to use or access. Downtime does not include Maintenance and/or unavailability of Services due to one of the Limitations as described below.
- “Incident” means an unplanned interruption to, or disruptive reduction in the quality of, the WoodWing Connect Services.
- “Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of minutes during the month in which the Services were in the state of Downtime.
|Uptime Commitment: WoodWing Connect Services shall be available at least ninety-nine and nine tenths percent (99.9%) of the time of each calendar month.
WoodWing will measure uptime by checking the response of the WoodWing Connect Services environment through a third-party service. If the service response fails then that will count as Downtime. The Downtime of the WoodWing Connect Services will be calculated from the time that such Downtime is reported by you to firstname.lastname@example.org. We reserve the right to make reasonable changes to the measurement procedure.
If the WoodWing Connect Services does not meet the Uptime Commitment, you will be eligible to receive a Service Credit as described below.
|Monthly Uptime Percentage
|Service Credit Percentage
|Less than 99.9% but equal to or greater than 99.0%
|Less than 99.0% but equal to or greater than 95.0%
|Less than 95%
Service Credits shall be shown as a deduction from the amount due from you us in the next invoice then due to be issued under the WoodWing Agreement. WoodWing shall not in any circumstances be obliged to pay any money or make any refund to you. A Service Credit will be applicable and issued only if the credit amount for the applicable billing cycle is greater than one hundred dollars ($100 USD). Service Credits may not be transferred or applied to any other account. Unless otherwise provided in the WoodWing Agreement, your sole and exclusive remedy for any Downtime, non-performance, or other failure by us to provide the Services is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA. The parties acknowledge that each Service Credit is a genuine pre-estimate of the loss likely to be suffered by you and not a penalty.
To receive a Service Credit, you must submit a claim by opening a support case by sending an email to email@example.com. To be eligible, the credit request must be received by us within 2 months after which the Downtime occurred and must include:
- the words “SLA Credit Request” in the subject line;
- the dates and times of each Downtime event that you are claiming;
- the affected services
- your request logs that document the errors and corroborate your claimed outage
If the Monthly Uptime Percentage of such a request is confirmed by us and is less than the Uptime Commitment, then we will issue the Service Credit to you within one billing cycle following the month in which your request is confirmed by us. Your failure to provide the request and other information as required above will disqualify you from receiving a Service Credit.
Whenever possible WoodWing will use the predefined maintenance windows and zero-downtime deployment techniques which limit the impact on the Availability of the services. However when circumstances dictate, it might be necessary to do maintenance which does affect the Availability. You understand and agree that there may be instances where WoodWing needs to interrupt the Services without notice in order to protect the integrity of the Services due to security issues, virus attacks, or other unforeseen circumstances. Please note that only when the Availability is impacted you will be informed in compliance with below commitments.
|Standard Maintenance Window
|Between 3am and 6am within the time zone of the hosting region
|Planned Maintenance events are updates made by WoodWing to its underlying infrastructure to improve overall reliability, performance, and security of the WoodWing infrastructure which result in unavailability of the WoodWing Connect Services.
|Planned Maintenance will be completed within the Standard Maintenance Window or, in the event of a failed upgrade, rolled-back and postponed to a later date. We will communicate to you any Planned Maintenance either via WoodWing Support forums, the login screen or to the email address that was provided by you at least one week in advance.
|These changes happen when we detect an item in the WoodWing infrastructure that we need to take action on, to avoid emergency change controls in the future. These changes, if possible, will usually occur in low peak hours with peak being defined by our network metrics.
|We will communicate to you any Preventive Maintenance either via WoodWing Support forums, the login screen or to the email address that was provided by you at least one week in advance.
|May be performed outside the Standard Maintenance Window.
|These changes happen immediately with little to no notification ahead of time; however, we will inform you soon after or during the change.
Response and Resolution Times
The severity classes used for reporting support cases are defined below. The corresponding response times for each class are also listed.
Class A: Severity Critical
Show stopper, Incident totally preventing production, WoodWing Connect Services cannot be used, no workaround available.
|1 working hour / Immediately (Customer must call)
|10 working hours
|7 business days
Class B: Severity High
A major Incident with a high impact on production or quality of the production, WoodWing Connect Services can be used but not at full capacity.
|1 working hour
|50 working hours
|Possibly in next patch
Class C: Severity Medium
A tolerable Incident that impedes day-to-day operational use of the WoodWing Connect Services. In most cases, the Incident can be worked around with a minor negative impact on day-to-day operations.
|10 working hours
|200 working hours
|Possibly in next functional update
Class D: Severity Low
Minor Incident, Incident with no system impact, no negative impact on production, minor glitch.
|20 working hours
|600 working hours
|Possibly in next major update
- In order to meet the goals above, swift responses from you are required.
- Priority will be set initially based on severity as noted above. It can be adjusted on request.
Uptime commitments, Response and Resolution Times and Service Credits do not apply in case of:
- maintenance work within the Maintenance Windows;
- any actions or inactions of you or any third party, including failure to acknowledge a recovery volume;
- any improper use, misuse or unauthorised alteration of the WoodWing Connect Services by you;
- failures in your equipment, software or other technology of any third party (other than third party equipment within WoodWing’s direct control);
- failures in third party software or services that are part of the WoodWing Connect Services, such as Workato Software (see the paragraph “Workato Software” for available support on Workato Software);
- the use of a non-supported version or release of locally installed software (Adobe);
- systemic Internet failures and unavailability of the underlying infrastructure vendor such as AWS;
- factors outside our reasonable control (for example, natural disaster, war, pandemics, acts of terrorism, riots, government action, or a network or device failure beyond the demarcation point of the Services, including at your site or between your site and the datacenter hosting the WoodWing Connect Services);
- DDoS attacks (Distributed Denial of Service) and other cyberattacks or structural network problems that are beyond the control of WoodWing and its (network) suppliers;
- security policies (eg Anti-malware, intrusion prevention, virtual patching) applied manually or automatically to protect Customer's data; and/or
- arising from our suspension or termination of your right to use the Services in accordance with the WoodWing Agreement.
WoodWing will undertake commercially reasonable efforts to provide first level support on Workato Software issues in line with the response and resolution times provided in this SLA. If despite WoodWing’s commercially reasonable efforts, WoodWing is unable to resolve such an issue then WoodWing shall open a ticket for the reported issue on the Workato support portal. Workato support personnel shall reproduce the issue, characterize and analyze it, debug it and use commercially reasonable efforts to resolve it in accordance with Workato’ s Support Agreement (Support Plan: Enterprise). WoodWing will keep you updated on the status of the issue taken up by Workato support.
The WoodWing Connect Services rely on specific (major) versions of Adobe InDesign, Adobe InDesign server and Adobe InCopy, which are installed on the users local machine. You understand and agree that it is your responsibility to periodically upgrade these local installations, this includes both the Adobe products as well as the WoodWing plugins. Failure to do so could lead to the unavailability of the WoodWing Connect Services, which is excluded from the Uptime Commitment.
See the End-of-Life overview for the exact end of life dates. We strongly advise you to at least upgrade to the latest supported major version of InDesign/InCopy every 2 years.
The WoodWing Connect Services have built in monitoring, failover and backup strategies and uses redundant storage to quickly recover from failures within the region. Next to that a daily backup (RPO of 24 hours) of the customer data is created with a retention period of minimal 30 days. These backups are replicated to a geographically distinct location for disaster recovery purposes. The customer environment will be restored in this disaster recovery region in the very unlikely event of a complete regional failure. After up-to 8 hours we start the disaster recovery process, the RTO depends on the size of the customer data.
Upgrades / Updates
Maintenance updates are performed minimal twice a year and updates for critical bugs and security-related defects are performed as needed. Updates are performed during pre-defined maintenance windows. During the maintenance the WoodWing Connect Services are not available, planned maintenance is communicated in advance.
WoodWing ensures that Customer’s data is protected with physical security, data encryption, user authentication, application security, and more. Specific measures include:
- All servers are located behind the firewall with only essential ports enabled.
- All client access is via HTTPS; all data is encrypted in motion.
- All assets are encrypted at rest (AES-256).
- The environment is actively monitored for intrusions.