This Service Level Agreement (SLA) is between TimeXtender and all users of the TimeXtender Orchestration & Data Quality and TimeXtender Master Data Management SAAS Solution. The SLA covers the responsibility of TimeXtender Orchestration & Data Quality and TimeXtender Master Data Management for maintaining the quality and availability of the TimeXtender Orchestration & Data Quality and TimeXtender Master Data Management SAAS solution.
Availability of services
TimeXtender SAAS runs in the cloud and depends on various cloud services to run and function as expected.
Incidents can happen and we do our very best to mitigate any possible downtime of the services.
Our target availability is to have a guaranteed uptime of 99.9% of the TimeXtender Orchestration & Data Quality and TimeXtender Master Data Management SAAS solution.
The metrics used to determine the availability of the service are
1. Resource availability
2. Response time
The current status and availability of the SaaS portal can be viewed and monitored at https://status.exmon.com
Additionally any incidents or scheduled maintenance that can affect the availability of the service can be seen there.
Exceptions and limitations
TimeXtender is not liable in any circumstances where the downtime or availability of the SAAS solution causes an end-user impact.
A scheduled maintenance window can be needed to perform routine maintenance and upgrades. Those will always be announced on the status page in advance.
