Service Level Agreement
Last updated December 15, 2022.
PREAMBLE
Professional Wiki GmbH, Tieckstraße 24, 10115 Berlin, Germany ("Professional Wiki", “we”, “us”, or “our”) provides companies and private people (“Customer”) with an end-to-end online collaboration and web content management platform, with the aim of working collaboratively on documents and data. The web-based wiki software MediaWiki and its extensions (“Software”) allows rich content creation with version history, powerful search and easy navigation as documented on MediaWiki.org.
This Service Level Agreement (SLA) defines the basic provision of support for all Plans offered to the Site by Professional Wiki and the availability. Selected plans may offer extended Service Levels. The definitions from the Terms of Service (TOS) of Professional Wiki also apply. The TOS is available at the ProWiki - Terms of Service page.
1. DEFINITIONS
The following terms, as used herein, have the following meanings, whether used in the singular or plural (some terms are defined within the section in which they are used):
- “Site” refers to both the ProWiki website and any wikis or other software hosted by Professional Wiki and any other media form, media channel, mobile website or mobile application related, linked, or otherwise connected thereto.
- “Software” refers to the web-based wiki software MediaWiki and its extensions.
- “Service” refers to the services provided by Professional Wiki to the Customer pursuant to this Agreement: access to the Site and access to all functionalities including critical functionalities (see definition in section “Service Levels”).
- “Service level” means standards Professional Wiki adheres to and by which it measures the level of Service it provides as specifically set forth below.
- “Working hours” are defined as 9.30am-5.30pm Monday-Friday in the timezone of Professional Wiki’s head office (Berlin, Germany, UTC +1h or +2h), excluding public holidays at Professional Wiki’s head office.
- “Minimum availability” is defined as making the Software available to the Client at a rate of at least 99.0 % of the respective calendar month. In this context, the software is available if there is an uninterrupted connection between the servers on which the software is hosted and the transfer point to the Internet and the Customer is able to log on and access the software. The minimum availability does not apply to test and development servers. Unavailabilities rated as Critical (see definition in section “Levels of Unavailability”) apply.
1.1. SUPPORTED BROWSERS AND ACCEPTABLE USE
Customers must adhere to supported browsers, and follow any policies for acceptable use in order to receive the Service. Details of the supported browsers and policies for acceptable use can be seen in the TOS.
1.2. EXCLUSIONS
This SLA and any applicable Service Level do not apply to any performance or availability issues:
- Hardware and connected services such as third party APIs or data delivery through third-party-networks;
- Due to factors not foreseeable and/or outside Professinal Wiki’s reasonable control;
- Due to external factors i.e. not related to the Software;
- That resulted from Customer’s or third-party’s hardware or software;
- That resulted from actions or inactions of the Customer or third parties;
- Caused by Customer’s use of the Service after Professional Wiki advised Customer to modify its use of the Service, if Customer did not modify its use as advised;
- During scheduled downtime; or
- During beta and trial services.
This SLA does not apply for recovery procedures caused by the Customer deleting or removing data by accident.
2. SERVICE LEVELS
- “Critical Functionality” is defined as a functionality that is critical for ensuring the Service required by the Customer. The critical functionalities in the context of this SLA are: minimum availability of the Site. Problems linked to a specific user, a specific user account are not considered as Critical Functionality.
- “Downtime” is defined as any period of time when the Customer is unable to use a Critical Functionality for all its users. The Downtime is calculated using Professional Wiki's Site availability in minutes. The Downtime must be reported in English by the Customer with an email to prowiki-support@professional.wiki (see section “Issue Reporting”) to be taken into account. Downtime does not include the period of time when the Services are not available as a result of:
- Scheduled Downtime or scheduled network, hardware, or service maintenance or upgrades; or
- the acts or omissions of the Customer or the Customer’s employees, agents, contractors, or vendors, or anyone gaining access to the Services; or
- Customer requested changes;
- third party’s actions or inactions; or
- a case of Force Majeure.
- “Force Majeure”. Any Downtime in Services or Critical functionalities will not be considered a breach of this Agreement if and to the extent caused by events beyond Professinal.Wiki’s reasonable control, including, but not limited to, acts of God, embargoes, governmental restrictions, strikes, lockouts, work stoppages or other labor difficulties, riots, insurrection, wars, or other military action, acts of terrorism, civil disorders, rebellion, fires, floods, telecommunication stoppage, vandalism, or sabotage (“Force Majeure”). Professinal.Wiki’s obligations hereunder will be suspended to the extent caused by Force Majeure so long as the Force Majeure continues.
- “Scheduled Downtime” is defined as:
- Downtime within scheduled maintenance windows. The notice is two working days in advance; or
- Downtime of less than ten minutes.
- Cumulative monthly Scheduled Downtime should not exceed 4 hours. Scheduled Downtime is not considered Downtime for purposes of this SLA. Professional Wiki announces Scheduled Downtime via email or at the dedicated web page accessible via the Site.
3. ISSUE REPORTING
This SLA includes corrections of Issues linked to critical functionalities but also analysis or correction of Issues related to major or minor level of availability. Those three levels of unavailability are detailed as follows:
| Level | Issue report | First attempt to solve the problem | |
|---|---|---|---|
| Response time during working hours | Response time outside working hours | ||
| Critical | Received by email (T0) | 8 h | 36 h |
| Major | Received by email (T0) | 92 h | 172 h |
| Minor | Received by email (T0) | 12 weeks | 12 weeks |
4. LEVELS OF UNAVAILABILITY
4.1. CRITICAL
- Critical Functionality
- All users of one Customer are affected
- Example
- Site is down
4.2. MAJOR
- Non-critical functionality is affected
- Technical-functional bug not part of, or caused by, upstream or open source software
- The problem needs to be reproducible on other Sites by Professional Wiki based on clear instructions from the Customer
- Example
- Users cannot login with valid credentials
- Users cannot edit pages even though they have editing privileges
- Notification emails are not being send
4.3. MINOR
- Non-critical functionality is affected
- Does not prevent the use of the Site
- Technical-functional bug not part of, or caused by, upstream or open source software
- The problem needs to be reproducible on other Sites by Professional Wiki based on clear instructions from the Customer
- Example
- The logo is not loading
- The alignment between two UI elements is slightly off
5. REPORTING A PROBLEM
5.1. REPORTING PROCESS
All Issues encountered by the Customer must be reported in English via email to prowiki-support@professional.wiki.
Whenever a critical issue is solved, Professional Wiki provides a written report to the Customer, explaining the reason for the unavailability and, if applicable, why Professional Wiki is not responsible for it. Professional Wiki is allowed to send the report via email or at a dedicated web page accessible via the Site.
5.2. MISUSAGE
Any misuse or abuse of error reporting will be billed separately to the Customer.
5.3. EXCEPTIONS
This SLA does not include the ability for the Customer to introduce change requests, new-feature requests or improvements of the system.
6. SANCTIONS
A breach is defined as:
- First attempt to solve the issue took longer than guaranteed;
- The issue was not solved within double the time between T0 and the first attempt, e.g. more than 8 hours for a Downtime during working hours.
In case of breach of recovery time by Professional Wiki the Customer has the right to terminate all contracts with Professional Wiki for good cause.
7. GENERAL TERMS
This SLA will be effective on the date the Customer accepts Professional Wiki’s Standard Terms and Conditions and will automatically expire upon the termination or expiry of the Standard Terms and Conditions entered into by the Parties. Any previously agreed Service Level Agreements are hereby declared invalid.
CONTACT US
In order to resolve a complaint regarding the Site or to receive further information regarding use of the Site, please contact us at:
Professional Wiki GmbH
Tieckstraße 24
10115 Berlin
Germany
Phone: +49 (30) 24 08 52 36
Email: prowiki-support@professional.wiki