Service Level Agreement

1. General

This overview applies to the Services provided by Novorender to the Customer for the provisioning, maintenance and cessation of Services from the Customer and to Novorender.

2. Responsibilities

2.1. Novorender responsibilities

  • Provide and maintain the service used by Customer.
  • Ensure the service is available to the Customer in line with the uptime levels listed below.
  • Respond to support requests within the timescales listed in this Schedule.
  • Take steps to escalate and resolve issues within the timescales listed in this Schedule.
  • Novorender may charge Customer an hourly rate for any necessary equipment used and or time expended to rectify a Fault where that Fault does not lie within the scope of services provided by Novorender under this Agreement.

2.2. Customer responsibilities

  • Provide first-line support for End Users
  • Notify Novorender of issues in a timely manner
  • Provide Novorender with access to necessary systems and services for purposes of support
  • Have a system established for Fault prevention and restoration
  • Always keep an updated version of the Chrome and Edge web browser

3. Business hours

The Novorender Support Desk operates a standard working week (Monday to Friday), available between Monday 09:00 CET and Friday 15:00 CET.

4. Contact information

Novorender will nominate a dedicated Professional Solution Architect and/or Key Account Manager to be the first point of contact for the customers appointed Novorender technical owner.

5. Priority Definitions

Priority Definition Examples (Non-exhaustive)
1 – Urgent The service is down or there is a critical impact to business operation. No workaround exists.
Customer, Novorender, and End-User will commit full-time resources to resolve the issue.
1. Customer has no access to Novorender 3D scenes.
2. Users has no possibility of creating/editing Scenes.
2 – High Operation of components of the Novorender cloud platform are severely degraded or business critical aspects of the End Users’ experience are negatively impacted by unacceptable performance.
Customer, Novorender, and End-User will commit full-time resources to resolve the issue during affected theatre’s business hours.
1. Login issue for some users.
2.Users not able to upload files.
3 – Normal A light degradation of service with medium to low impact on business operations. Single user can operate normally but with some inconvenience.
Customer, Novorender, and End-User will provide resources to resolve the issue during affected theatre’s business hours.
1. Some admin functionality showing unwanted behaviour.
2.  Some user functionality showing unwanted behaviour.
4 – Low Non-service affecting issues and scheduled.
Customer, Novorender, and End-User will provide resources as requested to resolve the issue during affected theatre’s business hours.

6. Notification of Faults

When submitting a Fault report to Novorender, Customer shall submit, as a minimum, the following information to Novorender:

  • Accurate details of the nature of the Fault, including time of incident
  • Description of troubleshooting carried out so far
  • Impact (E.g. number of end-users, type of services, etc.)
  • If possible, screen recording of incident
  • If (viewer) scene related: The Identity of the (viewer) Scene.
  • If (viewer) scene related: Share Link to the issue

Person to receive feedback

Upon receipt of a reported Fault, Novorender will maintain a record of the Fault (the “Fault Log”), including the time that either Novorender was notified, or that Novorender notified Customer, of the Fault (the “Notification Time”). Each Fault in the Fault Log will be assigned a priority by Novorender; the Fault priority will be based on the criteria shown in Table 1; the Response Time will be based on the priority assigned in accordance with Table 3.

When proactively reporting a Fault to Customer via email, Novorender shall provide, as a minimum, the following information to Customer:

  • The identity of the Service.
  • Accurate details of the nature of the Fault.
  • A forecasted ETA when the service will normalize for Customer

7. Restoration of Faults

Novorender shall undertake tests to identify the nature of the reported Fault and the results will be passed to Customer as appropriate. If such results indicate a potential Fault within any element of the Service Novorender will initiate appropriate further diagnostic and/or Fault repair activity.

In the event that Novorender investigates a Fault, but finds that the Service is working correctly and/or the Fault is not caused by Novorender, Novorender reserves the right, at its sole discretion, to charge Customer for its time reasonably spent to help rectify the Fault at its standard rates stated in the Novorender price list or as defined in the Customer contract.

The time taken to rectify a Fault from the Notification Time is the Resolution Time. Novorender will use reasonable endeavors to ensure that all Faults are rectified within the target Resolution Time defined in the table within Section 9.2.

When calculating the actual Resolution Time, Novorender will disregard:

  • All periods during which Customer and/or End User did not provide information reasonably requested by Novorender.
  • All periods during which Customer and/or the End User did not provide full access for Novorender, its employees, agents and contractors to Customer systems.
  • All periods during which the relevant Service was validly suspended by Novorender in accordance with this Agreement.

The time that the Fault is rectified, and the Service is restored will be recorded in the Fault Log. When the Fault has been rectified Novorender will notify Customer as appropriate.

8. Guaranteed uptime and performance

Novorender uses the Azure cloud platform, where uptime is integrated into every aspect of the services provided. Novorender gives no service level guarantees when tenants are installed on Customer Premises Equipment (“CPE”).

8.1. Uptime

Uptime, Novorender differentiates between two main service elements:

  • Core services; components that are crucial to access the service: Every viewer scene under explorer.novorender.com. Guaranteed uptime for this is 99%.
  • Secondary services; non-critical service items like the portal web page app.novorender.com. Guaranteed uptime for this is 98.5%. Uptime is measured with Novorender’s automated systems, over each calendar month.

8.2 High availability

As Novorender is delivered as a cloud related service, a key aspect of our resilient foundation is availability. At Novorender, we consider High Availability as maintaining acceptable continuous performance despite temporary failures in services, hardware, or data centers, or fluctuations in load. Highly available systems are consistently operational over long periods of time.

8.3 Geo-redundant Storage

Azure Storage always stores multiple copies of your data so that it is protected from planned and unplanned events, including transient hardware failures, network or power outages, and massive natural disasters. Redundancy ensures that your storage account meets its availability and durability targets even in the face of failures. At Novorender, we always provide Geo-redundant storage (GRS) copies of your data, which synchronously copies everything three times within a single physical location in the primary region using LRS. It then copies your data asynchronously to a single physical location in the secondary region. Azure guarantees that at least 99.9% (99% for Cool Access Tier) of the time, they will successfully process requests to read data from Redundant Storage (GRS) Accounts. For more information, please refer to Azure Storage Redundancy and SLA for Storage Accounts.

9. Guaranteed response and resolution times

9.1. Response Time

The response time measures how long it takes Novorender to respond to a support request raised via the online support system. Novorender is deemed to have responded when replying to the initial request. This may be in the form of an email or a phone call, to either provide a solution or request further information.

Guaranteed response times depend on the Priority level of the issue.
Proof of Concept/Technical Evaluation customers may expect a longer response time vs Production enabled customers.

Priority Novorender Software response time/ outside of office hours
1 One business day / Two business days
2 One business day / Two business days
3 Three business days
4 One week

9.2. Resolution Time

The resolution time measures how long it takes Novorender to restore the service, after an issue has been raised and identified. Guaranteed resolution times depend on the Priority level of the issue:

 

Priority Novorender Software response time/ outside of office hours
1 One business day / Two business days
2 One month
3 Three months
4 One year

For issues that depend on Microsoft’s resolution, Novorender may prolong the time it takes to resolve the issue.

10. Planned works procedure

From time to time Novorender will need to suspend services for planned maintenance. This will be announced by email to the main Customer contact.

Where practical, any suspension of services will be arranged to fall outside normal working hours.

Novorender will use reasonable endeavors to give Customer not less than fourteen (14) days’ notice of any planned works. Such notice shall advice Customer of the works to be undertaken, the planned start and end time of the works and, where relevant, the End Users who will be affected. Customer acknowledges that provision of advance notice may not be possible in the event of an emergency.

Following completion of the planned work, Novorender will report the outcome by email to the main Customer contact.

Any downtime caused by planned maintenance should be excluded from the calculation of the availability of the service.

11. Management Escalations

In the event of Customer being dissatisfied by Novorender’s response to a Service issue, in the first instance Customer must contact the Novorender Support Manager via the Helpdesk, quoting the relevant Fault Reference Number. If, however, Customer is still not satisfied, Customer should contact the Novorender representatives in the below table, in the specified order.

 

Escalation Level Name Title E-mail
Level 1 Rafael Hegre Cabeza Head of Product rhc@novorender.com
Level 2 David Berg Chief Operating Officer db@novorender.com
Level 3 Tore Hovland Chief Executive Officer th@novorender.com

Novorender must ensure every Novorender Software customer chosen knows about the management Escalation process.