WoodWing Services - Service Level Agreement (SLA)

Version 4.0, October 2024

Introduction

This Service Level Agreement (“SLA”) is a policy governing the use of the Services provided by the WoodWing local legal entity (“WoodWing”, “us” or “we”) to you as user or reseller of the Services (“you”). The Services are provided under the WoodWing Software License Agreement or, when applicable, the Terms of Service. The Software Licence Agreement or Terms of Service, whichever applies to you, is hereinafter referred to as the "WoodWing Agreement".  You can find the Software License Agreement here and the Terms of Service here. Applicability of this SLA is subject to an active software subscription or maintenance agreement.

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. WoodWing reserves the right to change the terms of this SLA at any time, and such amended terms and shall be incorporated herein and be effective immediately. WoodWing shall notify you of any such changes and your continued use of the Services after any such notice shall constitute your consent to such changes. If you do not agree to the change, you must notify WoodWing by e-mail to legal@woodwing.com within thirty (30) days after WoodWing’s notice. If you notify WoodWing, then you will remain governed by the most recent SLA applicable to you until the end of the then-current year of the Subscription Term and the updated terms shall apply upon the commencement of the subsequent Subscription Term.

Definitions

The following definitions are used in this SLA:

• “Availability” means that Services can be accessed and used by you (as measured by WoodWing).
• “Customer” or “you” means the person or entity (including, where relevant, its Affiliates) which purchases the Services directly from WoodWing. In case the Customer is an approved WoodWing partner and reseller of the Services, this SLA applies to the partner and not to the end-customer.
• “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 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.

Service Availability

WoodWing will use commercially reasonable efforts to make the Services that are hosted by WoodWing available in accordance with the Uptime Commitment. If these Services do not meet the Uptime Commitment, your eligible to receive a Service Credit as described below. This Uptime Commitment does not apply to Services that are hosted by you or a third party.

Uptime measurement

WoodWing will measure uptime by checking the response of the WoodWing Services environment through a third-party service. If the service response fails, then that will count as Downtime. The Downtime of the Services will be calculated from the time that such Downtime is reported by you to support@woodwing.com. We reserve the right to make reasonable changes to the measurement procedure.

Service Credits

If the Services that are hosted by WoodWing do not meet the Uptime Commitment and the conditions of this SLA are met, the following Service Credits apply.

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) or the equivalent in your local currency. 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 support@woodwing.com. To be eligible, the credit request must be received by us within 2 months after which the Downtime occurred and must include:

1. the words “SLA Credit Request” in the subject line;
2. the dates and times of each Downtime event that you are claiming;
3. the affected services;
4. 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.

Maintenance

Continuous maintenance is available for WoodWing’s hosted environments. 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.

Support

WoodWing support and maintenance services are available in the Support and Maintenance Plans Standard, Premium and VIP. All packages come with the Standard Support and Maintenance Plan. The Premium and VIP Support and Maintenance Plan can be purchased as add-on.

* In the event that disaster recovery is necessary, customer environments hosted by WoodWing will be failed over in order of priority based upon their service level.

Incident 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, Services cannot be used, no workaround available.

Class B: Severity High

A major Incident with a high impact on production or quality of the production, Services can be used but not at full capacity.

Class C: Severity Medium

A tolerable Incident that impedes day-to-day operational use of the Services. In most cases, the Incident can be worked around with a minor negative impact on day-to-day operations.

Class D: Severity Low

Minor Incident, Incident with no system impact, no negative impact on production, minor glitch.

Notes:

• When the Customer’s or Partner’s cooperation is required to resolve the issue, such cooperation must be provided in a timely manner to meet the appropriate response and mitigation times.
• Priority will be set initially based on severity as noted above. It can be adjusted at a later stage.

Customer Responsibilities

Whenever there is an incident, you must, as appropriate, perform the following tasks:

• Describe the issue and include pertinent information, which shall include but is not limited to:

-          Symptoms

-          Hardware/software configurations

-          Software versions

-          Operating system type and version

-          Screenshots of error messages

• Perform basic troubleshooting and analysis to determine underlying problem.
• Document:

-          The pattern of issue occurrence

-          Detailed steps of how to reproduce the issue

• Gather logs and system files related to the issue.
• Communicate the severity of the reported issue, as well as the impact on workflow.  (See severity definitions in the chart above.)
• Send all files, screenshots, or documented information to WoodWing via email or file upload (WoodWing will provide an upload link and instructions).
• Perform additional testing as requested by WoodWing.
• Implement fixes or workarounds provided by WoodWing.

Escalation

You can contact your Regional Support Manager to escalate a support request when no acceptable resolution is given or when faster responses are required.  Further escalation can be done via the Global Manager of Customer Success or the Account Manager.

Limitations

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 Services, such as Workato Software (see the paragraph “Workato Software” for available support on Workato Software);
• running a version of the Services that is no longer supported (according to helpcenter.woodwing.com);
• 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
• suspension or termination of your right to use the Services in accordance with the WoodWing Agreement.

Workato Software

WoodWing Connect Services makes use of Workato Embedded Edition offered by Workato, Inc (the “Workato Software”). By using the Workato Software you agree to be bound by Workato’s terms of services and the Workato Support Agreement, located at https://www.workato.com/legal/terms-of-service  and Workato’s privacy policy, located at https://www.workato.com/legal/privacy-policy (the “Workato Terms”). The use of the Workato Software as a component of WoodWing Connect Services is subject to the Workato Terms and WoodWing may invoke any provision of the Workato Terms with regard to such use. If in that case any conflict between (i) this SLA, the WoodWing Agreement and the Workato Terms occurs, the order of precedence shall be as follows: (A) the Workato Terms, (B) this SLA, and then (C) 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 analyse 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.

Locally installed software (Adobe)

The Services may 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 Services, which is excluded from the Uptime Commitment.

See the WoodWing Assets End-of-Life Overview and the WoodWing Studio 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.

Hosted Services - Security and Backup

Backup services, automatic upgrades and updates and environment security measures are available for WoodWing’s hosted environments only.

Backups

WoodWing’s hosted environments 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 minimally twice a year and updates for critical bugs and security-related defects are performed as needed. Planned maintenance is communicated in advance and performed during pre-defined maintenance windows. WoodWing's hosted Services are not available during maintenance. 

Security

WoodWing ensures that Customer’s data that is hosted by WoodWing 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.