Specification of Services Software Operation Services by Riege & Service Level Agreement (SLA)

1 Scope Operation Services

1.1 Infrastructure

The infrastructure is provided by RIEGE, except of the network connection from the customer's scope system to the customer's offices.

1.2 Tranfer of Responsibility

Each party, the customer and RIEGE, is responsible for their own infrastructure.
The customer takes responsibility for all infrastructure components operated by third parties on their behalf, e.g. WAN routers.
Service transfer point is the outermost network interface of the data center attributable to RIEGE on the path to the customer's network (last WAN-side port of a router or switch in the RIEGE data center).

1.3 Service Delivery

Provisioning of the Scope Production System
Provisioning of the Scope Test System
Standard times of operation (according to the agreed availability):
Mondays to Sundays, 00:00 am to 12:00 midnight.

1.4 Operational Concept

All systems are operated as virtual machines within virtualization clusters.
Resources (Memory, CPU, storage and IO) are allocated according to actual demand.
The application's data is stored in a separate, clustered RDBMS (2-node multi-master replication with node-local data storage).
Additionally, the data is replicated to a third system, which also is used for data backup.

1.5 Data Center

The Software Application service is operated at:

1.5.1 Data center:

Address	Telehaus Frankfurt Rebstöcker Straße 25 – 31 60326 Frankfurt Germany
Operator	I.T.E.N.O.S. GmbH (A subsidiary of German Telekom)
Site Certification	ISO/IEC 27001

1.5.2 Features of the data center

Infrastructure	Description
Power supply	2 shared battery backed circuits
Emergency power generator	Yes, N+1 redundancy
Cooling	Temperature and air humidity control via redundant cooling systems, N+1 redundancy, cold aisle containment
Fire alarm system	Yes
Fire early warning system	Yes
Fire extinguishing System	Gas extinguishers
Distribution of systems over several fire-resistant compartments	Yes
Physical Access Control	Yes, 24/7
Video surveillance	Yes
Burglary alarm system	Yes
Water alarm system	Yes
Firewall Concept	Yes
Clustered Firewall	Yes
Redundant Internet- Uplink	Yes
Network	Leaf topology: Gigabit-Ethernet Spine topology: 10 Gigabit Ethernet
Redundant Network infrastructure	Yes

1.6 Backup and Recovery

There are different backup strategies in use for database and Scope application server backups.

Application databases are replicated online, semi-synchronously in parallel to two different geographical sites.
Application databases are exported to SQL dump files on a daily basis.
Configuration data of the Scope application servers is saved on a daily basis and are replicated to a second site.
Operating system and volatile data like logfiles of Scope Application servers are not saved. This is because it is faster to install a new environment rather than restore an entire operating system from backup.
The initial backup files are saved on disk storage systems.
Initial backups are kept for a minimum of 14 days.
Initial backups are migrated to tape storage afterwards.

1.7 Archiving Application data

Application data is not archived unless there is a separate agreement regarding data archiving.

To avoid misunderstandings, the parties agree that the fulfillment of the retention obligations of application data must be ensured by the customer and is not part of the service agreed here.

2 Service Level Agreement (SLA)

RIEGE warrants to provide the operating services specified herein in accordance with the SLA below and to remedy failures in accordance with the reaction and remedial periods. This includes all contractually required activities to secure the operation and adequate work to prevent and repair malfunctions as well as related work, whether it relates to software, hardware or the network or other components of RIEGE.

2.1 Availability

The availability (see definition below) is as follows:

Multitenancy System

Scope ATLAS Kompakt SaaS

Multitenancy System

Scope SaaS

Single-Tenant System

Scope SaaS

Single-Tenant System
with Scope HA
(Scope High Availability)option

Scope SaaS

99,0 %

99,9 %

The availability is measured on a quarterly basis.

2.2 Definition of availability

The application is available if the following criteria are met:

The application can be started.
Logging in into the application is possible and does not take more than 60 seconds.
The connection to the database is active and database commands are executed correctly.

Excluded from the measurement of availability are:

Multitenancy systems: all times of pre-announced application maintenance;
Single-tenant systems: all times of pre-announced and mutually agreed on application maintenance.
Unavailability with a root cause beyond the responsibility of RIEGE.
Malfunction due to errors in the application software which are not caused by underlying operational issues.
Malfunction due to erroneous operation of the application software.
Malfunction due to force majeure, natural disasters or acts of war, unless the system architecture should have masked the event.

2.3 Response Time and Recovery Time

Response time is the space of time within which RIEGE has to begin troubleshooting.

Recovery time is the space of time which RIEGE has to complete the troubleshooting work successfully.

If the customers cooperation is required for the restoration of service, the time until the provision of the cooperation is not counted towards the recovery time.

Should it be necessary to take the Scope System out of service as part of the recovery, this may only be done with the customer's consent.

2.3.1 Classification of Errors (EC)

The classification of reported errors and malfunctions is made according to the following criteria in the respective error class, where the respective reaction times and recovery times are taken as a basis.

Error class (EC)	Definition	Example
EC1	· Scope is completely down, or key functionality is completely unavailable · There is no workaround.	· Login to Scope fails for all users, existing sessions terminated · All orders and/or customs declarations cannot be saved or edited.

EC2	· Usage is heavily limited, but not impossible · Key functionality is available with additional effort · Core business is affected · A workaround exists.	· Documents are not printed automatically; manual intervention is required for each printout · Data is not sent automatically to the corresponding carrier in Air export and must be sent manually each time · The DAKOSY module is not working in Scope and therefore shipment data must be separately entered into the DAKOSY system · Scope responds extremely slowly, all of a sudden.

EC3	· Usage is limited, however the core business operation is not heavily affected · Certain operations in Scope take unusually long · A workaround exists or is not really required.	· A specific wizard function is unavailable, but the corresponding data can be maintained in another Scope screen or dialog · For DGR, the shipment needs to be saved first to get access to the DGR input fields · While saving the shipment an error message occurs which does not have any effect on the shipment entry itself and the shipment is saved.

EC4	· Usage of Scope is insignificantly or negligibly impaired · A workaround is not required.	· Spelling mistake in validation text · Formatting error in data field · Mistranslation in screen.

2.3.2 Response Times

Error class (EC)	Response times Multitenancy System Scope ATLAS Kompakt SaaS	Response times Multitenancy System Scope SaaS	Response times Single-Tenant System Scope SaaS	Single-Tenant System with Scope HA (Scope High Availability) option Scope SaaS
EC1	not specified	120 Minutes	120 Minutes	60 Minutes
EC2	not specified	240 Minutes (Mo – Fr) during helpdesk business hours	180 Minutes (Mo – Fr) during helpdesk business hours	120 Minutes (Mo – Fr) during helpdesk business hours
EC3	not specified	3 Working days (Mo – Fr) during helpdesk business hours	3 Working days (Mo – Fr) during helpdesk business hours	3 Working days (Mo – Fr) during helpdesk business hours
EC4	not specified	10 Working days (Mo – Fr) during helpdesk business hours	10 Working days (Mo – Fr) during helpdesk business hours	10 Working days (Mo – Fr) during helpdesk business hours

2.3.3 Recovery Times

Error class (EC)	Recovery time Multitenancy System Scope ATLAS Kompakt SaaS	Recovery time Multitenancy System Scope SaaS	Recovery time Single-Tenant System Scope SaaS	Recovery time Single-Tenant System with Scope HA (Scope High Availability) option Scope SaaS
EC1	not specified	1,296 Minutes	1,296 Minutes	129 Minutes
EC2	not specified	not specified	not specified	not specified
EC3	not specified	not specified	not specified	not specified
EC4	not specified	not specified	not specified	not specified

2.4 Issue Reporting Procedure

All issues and errors must be reported using the customer support ticket system RIEGE provides.

The [F12] key in the Scope system is available for this purpose. This function allows to create a ticket directly from the Scope application in the ticket system used by RIEGE and to automatically add important information (e.g. print screen) and system status (log file).

Outside of help desk business hours and in case of emergencies issues and errors need to be additionally reported via telephone.

The customer will be regularly informed on the status of the issue analysis and remediation.

2.5 Helpdesk and Emergency Service

The issues reported by the customer are analyzed by RIEGE during the helpdesk's business hours and a solution will be provided. Until the error is resolved RIEGE will try to provide to the customer with options to avoid the error or to mitigate its impact, if possible.

2.5.1 Helpdesk-Business Hours

Monday to Friday	Saturday	Sundays and Public holidays in Germany, NRW (North Rhine-Westphalia)
08:00 – 06:00 p. m.	---	---

2.5.2 Emergency Service

RIEGE provides an emergency on-call service for incidents limited to error class (EC1) incidents of Scope in order to contact the RIEGE helpdesk outside of its business hours free of charge. Issues with an error class of 2 to 4 (EC2, EC3, EC4) must not be reported to the emergency on-call service.

2.5.3 Inadmissible Use of the Emergency Service

Should RIEGE's emergency service be contacted to report issues classified as EC2, EC3 or EC4 there will be an initial fee of EUR 250,00 plus VAT, which covers a maximum of one hour of support. Any additional effort of RIEGE's helpdesk exceeding the first hour will be additionally charged based on RIEGE's current price list for services