Service Level Agreement

Data & More shall provide the following Support to Customer for the licensed Software, as long as there is a valid software subscription.

The Data & More solution is a compliance monitoring tool that will identify potential non-compliant files for deletion that are older than a given date. Data & More provides the D&M toolbox to customers in three different modes. The scope of this SLA is the Data & More enterprise software mode.

Data & More SaaS.The software is provided as a service that is operated and maintained by Data & More and hosted on our data centre. Data & More provides 2nd level support to end-users in this mode.

Data & More on-prem SaaS.The software is provided as a service that is operated and maintained by Data & More and hosted on the customer data centre. Data & More maintains the application software but infrastructure is the responsibility of the customer. Data & More provides 2nd level support to end-users in this mode.

Data & More enterprise software.The software is provided as licensed software. Data & More develops and maintains the software application. Operations and infrastructure maintenance are done by the customer. In this mode, Data & More provides three kinds of support: 3rd level standard support, 2nd level administrator support, and 2nd level software operations support.

All support tickets should be opened by sending an e-mail to support@dataandmore.com. Support tickets can only be opened by named support contacts within the customer organisation. Customers have the possibility of getting access to our support ticket portal to monitor progress and provide new information.

Support tickets can be opened 24/7 but business hours for support are business days: 8–18 CET. Business days are Monday–Friday.

Data & More maintains an online knowledge base for support questions. It includes technical documentation, FAQs and articles. The knowledge base is available at support.dataandmore.com.

For standard support, we assume that the customer provides 1st and 2nd level support for end-users. 1st level support is typically performed by the customer’s service desk and handles end-user problems with using the system to clean up non-compliant data. 2nd level support is performed by a customer competency centre that provides initial diagnostics and problem reproduction and provides resolution to end-users. 3rd level support is provided by Data & More.

The following is included in 3rd level standard support:

• Root-cause analysis and debugging of complex or critical errors
• Debugging, support for data integrity restoration, and delivery of workarounds and software fixes
• Knowledge transfer to 2nd level support, and a knowledge base for the customer support organisation

Standard 3rd level support is offered with the following response times and resolution targets.

When receiving a support ticket in business hours, Data & More support will assign a severity level to the ticket and communicate this to the customer.

The Support Case shall contain, to the extent known, applicable and/or possible:

• Description of the incident with as much information as possible, and enough for Data & More to understand and recreate the issues.
• Customer contact name, email address if available, and telephone number.

The support provided assumes that the customer is using the latest published version of the software. In general, Data & More does not provide hot-fixes for errors that have been resolved in a newer released version of the software.

Feature requests are welcomed and will be evaluated by the Data & More product board. The Data & More toolbox is standard customizable software and Data & More offers no guarantee that feature requests are implemented.

Data & More provides 2nd level support to administrators of the software. The administrator is responsible for the business operation of the D&M toolbox. This includes setting up policies with business rules (e.g. allowed age of documents with personal data) and schedules for sending out reports to end-users. It may also include the maintenance of custodians, i.e. assigning responsibilities for cleaning up e.g. a folder.

Data & More provides a knowledge base and support videos that explain how different aspects of administration are performed, made available to administrators at the customer. In general it is the responsibility of the customer to ensure that administrators are educated and can administer the solution.

Named support contacts may open support tickets related to administrator tasks using the standard support model. The SLA for administrator support follows the SLA for standard support.

Data & More provides 2nd level support to the technical operational team. The technical operational team at the customer are responsible for installation, technical operation and monitoring of the Data & More toolboxes and related infrastructure.

Data & More normally provides new releases of the enterprise software once a quarter. This means that the customer should create a setup that supports this frequency of full version updates. Data & More makes the docker software images available on AWS where they can be fetched by the operational team.

As part of a software release, Data & More provides release notes, installation guides, technical requirements and infrastructure automations such as standard compose files. The technical environment at the customer may require that compose files need to be modified by the customer operational team.

Data & More provides architectural guidance for setting up and sizing the D&M toolbox. These are in general maintained in our knowledge base. Involvement in specific hardware configurations or network setup at the customer is not included in this SLA.

Named contact persons may open technical/operational tickets using the standard support model. Technical operational support will be provided according to the SLA for standard support.