§ 0 Definitions

Customer: means an organization and its subsidiaries.
Business Hour: means each hour during a Business Day.
Business Day: means the period between 8:00 a.m. and 6:00 p.m. Swedish Time (GMT +1) on a Monday through a Friday, excluding public holidays.
Incident: means any Severity Level S1, Severity Level S2, Severity Level S3 or Severity Level S4 error, each as defined in the Error Severity Definition Table.
Response time: means the time from contacting Entiros until a support technician actively starts resolving the issue.
Base service: Base level support and operation required by Entiros
Extended service: A service where the customer, a CI, customer approved flow or 3rd party service generates issues or request.
Featured service: A service adding a specific feature, for example 24/7 support

§ 1 Services

There are three types of services:
  • Base Services either has a fixed price or a fixed time
  • Extended Services either has an adjustable fixed time or a running cost
  • Featured Services is a fixed price Service connected to Platinum Service level

Services that can be provided by Entiros are:

  • Service Delivery Manager (Extended)
  • ServiceDesk - Incidents (Base)
  • ServiceDesk - Business/Data Incidents (Extended)
  • ServiceDesk - 3rd Party/Customer Tech Incidents (Extended)
  • ServiceDesk - Events (Base)
  • ServiceDesk - Service Requests (Extended)
  • ServiceDesk - Business/Data Requests (Extended)
  • ServiceDesk - 3rd Party/Customer Requests (Extended)
  • Operations - Base Maintenance (Base)
  • Operations - Extended Maintenance, PM and CM (Extended)
  • ServiceDesk - On Call (Featured for Platinum)

In addition, the Base Services include:

  • A half day workshop, twice a year, with focus on improved quality of delivery, mutual adjustment of routines and in-debt analysis Entiros performance
  • Responsibility management, i.e. maintaining registry of parties involved in integrations, contacts for 3rd part support etc.
  • Configuration management, i.e. maintaining registry of nodes and integrations running on the nodes

Service does NOT include:
Running hours to plan, design, implement and configure monitoring of new Nodes.

§ 2 Conditions for providing support

Entiros obligation to provide Support is conditioned upon the following:
  • The customer makes reasonable efforts to correct the Error after consulting with Entiros
  • The customer provides Entiros with access to information and resources to correct the Error either at Entiros customer support centre or via remote access to the customer sites, as well as access to the personnel, hardware, and any additional software involved in discovering the Error
  • The customer promptly allows for Entiros to update the Service and/or install a Maintenance release of the Software(s) of the Service(s).

§ 3 Exclusions

The following are excluded from Entiros’s Service Operations obligations:
  • Services that are used in conjunction with hardware or software other than as specified in the Documentation;
  • altered or modified Services, unless altered or modified by Entiros; or performed according to change of scope.
  • defects in the Services due to customer owned hardware malfunction, abuse or improper use;
  • any version of the Services for which Integration operations services have been discontinued by Entiros;
  • any Error caused by third party software not licensed through Entiros or MuleSoft;
  • evaluation Services or other Services temporarily provided at no charge for trial purposes;
  • any Services sold separately by Entiros or other 3rd party, including, without limitation, custom code, unless approved as “Verified for Entiros Service Operations” by Entiros.

§ 4 Extended services

Entiros reserves the right to decide categorization of support work not relating to Entiros Technology as Extended Services. This will typically be decided based on the following categories:
  • Resolving incidents related to e2e support, business data support or service requests – i.e. not related to malfunction/downtime of deployed Entiros technology.
  • Any environment modifications, e.g. implementation of new releases, security patches etc.
  • All services related to test environments
  • Performing reviews of projects/assignments to be implemented on the integration platform.
  • Planning/performing tests of projects to be implemented on the integration platform.
  • Managing access/authorization to specified configurable items and self-service tools.

§ 5 Access to Service desk

One Customer requires one (1) Service Desk Access to get support from Entiros. Each level includes phone, email and online contact with Entiros support during business hours.
Three (3) levels of support are available:
  • Silver, one (1) customer contact
  • Gold, two (2) customer contacts
  • Platinum, two (2) customer contacts and a 24/7 contact

§ 6 Response time

Upon receipt of notice of an Error, Entiros shall assign appropriate technical personnel to the issue and provide the customer with acknowledgment that it has received such Error notice (such actions together, a “Response”). Entiros will use commercially reasonable efforts to promptly provide the customer with a
Response to each case within:
  • two (2) Business Days in the case of Bronze Service Level, (“Base Support”)
  • one (1) Business Day in the case of Silver Service Level, (“Support”)
  • four (4) Business Hours in the case of Gold Service Level
  • one (1) hour for Severity Level S1 errors and four (4) Business Hours for Severity Level S2 - S5 in the case of Platinum Service Level

Entiros will use commercially reasonable efforts to promptly resolve each case. Actual resolution time will depend on the nature of the case and the resolution. A resolution may consist of a fix, workaround or other solution in Entiros reasonable determination.

§ 7 Error designation

Entiros support personnel will (a) verify Customer detected Errors, provided that the Errors can be recreated and (b) determine the severity of the support request and whether the support request is a Severity Level S1 error, a Severity Level S2 error, a Severity Level S3 error, a Severity Level S4 error, a Severity Level S5 error or not an Error.

§ 8 Impact & Urgency designation

Entiros uses Impact & Urgency to grade the Severity of an Error on the Service. This forms the basis for prioritization when resolving Errors in the Error backlog for Entiros personnel. The Customer defines Secondary, Primary and Core processes and the affiliated Services by choosing the appropriate Support level - Silver, Gold or Platinum.

§ 9 Entiros Tech, Business/Data & 3rd party/Customer Tech

Entiros divides all issues into three categories described below:
Entiros Tech
Encompasses all CIs under Entiros direct control delivered as part of Entiros Integration Platform for all Services offered to the customer from Entiros. These CIs is handled by Entiros, and Entiros is not dependent on any other contracted Supplier to the customer to solve issues with these CIs.

Business/Data
Encompasses all issues concerning data quality issues, human errors on the Business 3rd side and other non-technical issues closely related to the customers business. Examples are missing data in transfers, requests for loads, requests for BCs etc.

3rd party/Customer Tech
Encompasses all issues concerning CIs outside of Entiros direct control, where Entiros role is advisory or supportive to solve issues that the customer, or 3rd party suppliers to the customers, need to resolve. Examples are requests of logs, finding workarounds, executing restarts or doing CRs related to altered sending or receiving systems.

§ 10 First level integration support from Entiros

The service desk staff is trained and experienced with:
  • Access to the customers environment and configurable items as containerized Flows.
  • Access to knowledge base about the customers containerization.
  • Access to standard routines (where implemented) for resolving Errors - e.g. redeploy, restart and resend routines
  • Access to standard routines for workaround (where implemented)

Note: In case of a non-standard resolvable issue, the service desk staff has access to forward the Error to staff with deeper skills – the second level integration support from Entiros.
The second level integration support is executed by the client team on office hours only.

§ 11 Second level integration support from Entiros

The second level Client Team staff is trained and experienced with:
  • Dev and Ops deliveries for the customer
  • Deep knowledge of integrations created for the customer

Note: In case of issues where the integration software is the root cause, the second level staff has access to forward the Error to 3rd party vendors when applicable. 3rd party support follows agreed upon response and resolution times and might require the customer to have a valid agreement/license.

§ 12 Customer undertakings

The customer should:
  • Have license and support agreement for all hardware/middleware used by the integration platform, including any virtualization platforms
  • Have license and support agreement with supplier of third-party products
  • Be responsible for that the service operations environment is accessible
  • Be responsible for that network, operative personnel and other resources that Entiros needs for its undertakings are accessible
  • Provide premises and equipment needed for Entiros to perform the work at the premises

The customer undertakes to act primary contact point

  • for internal business users of integrated services & applications
  • for external business users, i.e. integrated partners, customers and vendors
  • for own and any third-party support staff of applications and services
  • for own and any third-party support staff of hardware, network and other IT

The customer undertakes to perform initial problem analysis and standard resolution

  • follow any Entiros written guidelines on error resolution

The customer undertakes to raise identified integration incidents and problems

  • register by phone, email or through Entiros Service Desk tools
  • set initial classification and follow/update status in Entiros Service Desk tools

The customer will make initial classification and support resolution

  • classify issues according to S1, S2, S3, S4 or S5 in support agreement
  • be available to replicate problems and provide input to problem analysis
  • coordinate the customers and third-party staff to resolve issue promptly
  • close resolved or low priority issues
  • promptly reply* to any input requests and close issue report when issue is resolved or down prioritized

*Entiros reserves the right to close a problem report 7 days from an unanswered input request
The customer further undertakes to

  • Provide necessary resources and personnel according to the contacts & responsibility list
  • Order and report according to agreed processes
  • Provide information and supporting materials required for Entiros to be able to fulfill its undertakings
  • Give forecasts on monthly base of service requirements for upcoming month
  • Inform about:
    • change in integration platform
    • change in integrated systems
    • new integration projects
    • new integrations
    • new service needs
Severity Level Description
S1 Core Process Disruption

Service Disruption for Customer Core Process affecting all End-users, no workaround is available. When a workaround is available, Severity Level decreases one (1) step.

This includes the following scenarios:
  • Disruption to a Service connected to the customers Core Process renders the Service unusable and no workaround is available. All End-users of the Core Process are affected.
  • Interference to a Service connected to a specified customer Process at a predefined critical time period. Some End-users experience substandard performance or availability of the Service as an effect by the Interference.
  • A Service in a development environment nearing a critical milestone, is unusable, and no workaround is available. All End-users of the Service in the development environment are affected.
S2 Primary Process Disruption, Core Process Interference

Service Disruption for Customer Primary Process or Service Interference for Customer Core Process affecting End-users. No workaround is available. When a workaround is available, Severity Level decreases one (1) step.

This includes the following scenarios:
  • Disruption to a Service connected to the customers Primary Process renders the Service unusable and no workaround is available. All End-users of the Primary Process are affected.
  • Interference to a Service connected to the customers Core Process. End-users experience substandard performance or availability of the Service as an effect by the Interference.
  • Disruption to a Service connected to the customers Core Process renders the Service unusable for a single End-user and no workaround is available.
  • A former Disruption to the customers Core Process decreased as a result of a viable workaround.
S3 Secondary Process Disruption, Primary Process Interference

Service Disruption for Customer Secondary Process or Service Interference for Customer Primary Process affecting End-users. No workaround is available. When a workaround is available, Severity Level decreases one (1) step.

This includes the following scenarios:
  • Disruption to a Service connected to the customers Secondary Process renders the Service unusable and no workaround is available. All End-users of the Secondary Process are affected.
  • Interference to a Service connected to the customers Primary Process. End-users experience substandard performance or availability of the Service as an effect by the Interference.
  • Disruption to a Service connected to the customers Primary Process renders the Service unusable for a single End-user and no workaround is available.
  • A former Disruption to the customer Primary or Core Process decreased as a result of a viable workaround.
S4 Secondary Process Interference, Single End-user Disruption, Non Time-critical issues

Service Interference for Customer Secondary Process affecting End-users. No workaround is available. When a workaround is available, Severity Level decreases one (1) step.

This includes the following scenarios:
  • Interference to a Service connected to the customers Secondary Process. End-users experience substandard performance or availability of the Service as an effect by the Interference.
  • Disruption to a Service connected to the customers Secondary Process renders the Service unusable for a single End-user and no workaround is available.
  • A partial Disruption to the customers Primary or Secondary Process decreased as a result of a viable workaround.
  • Non Time-critical issues that doesn’t affect the customers Core Process
S5 Single End-user Secondary Process Interference, Non Time-critical issues

Service Interference for Customer Secondary Process affecting Single End-user.

This includes the following scenarios:
  • nterference to a Service connected to the customer Secondary Process. End-user experience substandard performance or availability of the Service as an effect by the Interference.
  • A partial Interference to the customers Primary or Secondary Process decreased as a result of a viable workaround.
  • Non Time-critical issues that doesn’t affect the customers Primary Process

Impact and Urgency

Impact Level of Impact on Customers Business
Low Minor Service defined as a secondary process, not part of the primary or core process for Customer - Silver
Medium Medium Service defined as a primary process, not part of the core process for Customer - Gold
High Major Service defined as a core process for Customer - Platinum
Urgency Level of Urgency for Customer End-users
Low Interference in Service for single End-user, non time-critical
Medium Disruption in Service for single End-user, Interference in Service for all End-users
High Disruption in Service for all End-users, Interference in predefined Service at critical time period
Impact/Urgency Low Med High
Low S5 S4 S3
Medium S4 S3 S2
High S3 S2 S1
Undefined