Collabora Online for Univention Service Level Agreement

This Collabora Support Program Service Level Terms (“SPSLT”) for Collabora Online (only) for Univention sets out the provisions for support services to be performed by Collabora Productivity Limited (“Collabora”) in response to support requests issued by the Customer or Partner.

1. Definitions

“Software” means Collabora Online (only) or its individual constituents, an enterprise-ready, multi-platform, binary format edition of LibreOffice, consisting of a server hosted and web client component, a mobile client(s) and PC desktop client(s)

“Incident” means an issue, defect or problem with Software involving a regression in the security, operability or availability of a deployment of Software as determined solely by Collabora. It expressly excludes new features, compatibility with third party software and document formats and improvement to existing functionality. Such improvements may be covered by a separate Level 3 Developer Support Agreement.

“Partner” means a Univention Partner from whom a purchasing entity (“Customer”) has purchased Collabora Online for Univention under this SPSLT, Customers may also purchase directly. Collective Customers and Partners are “Clients”.

2. Classification

Customers who acquire services indirectly via a Partner must file Incidents with that Partner in the same manner. When a Customer reports an Incident, Collabora will, potentially in consultation with an associated Partner, first classify the Incident according to its severity and nature. The following classification scheme will be used to categorize Incidents:

Severity Level One Incidents
The operation is in production and is mission critical to the business. The product is inoperable and the situation is resulting in a total disruption of work. There is no workaround available.

 

Severity Level Two Incidents
Operations are severely restricted. Important features are unavailable, although work can continue in a limited fashion. A workaround is available.

 

Severity Level Three Incident
The product does not work as designed resulting in a minor loss of usage. A workaround is available.

 

Severity Level Four Incidents
There is no loss of service. This may be a request for documentation or general information etc.

 

3. Support Hours

USA, Americas and Australia: 8AM till 4PM Eastern Time (Boston, MA) Europe, Asia and Africa: 9AM till 6PM Central European Time (Paris, France)

All Incidents must be reported either through the Partner portal, or by email to the address in the relevant Partner agreement .

4. Reporting an Incident

4.1 When a potentially new Incident is identified the first step is for the Customer to build a concise and complete statement of the Incident in English. Required information includes:

  • What Software component failed.
  • The exact version of the component in question.
  • A complete description of how the problem can be reproduced.
  • Expected and actual results.
  • Document and logging data where relevant.

4.2 If the Incident is only reproducible in conjunction with modifications developed by a Partner, such modifications and associated documentation necessary to reproduce the problem must be provided before it can be triaged. If the Incident is only reproducible on hardware not available to Collabora, the relevant hardware and all supporting infrastructure must be made remotely available to Collabora in order to triage and classify the Incident.

4.3 Any documentation and installation data provided by the Client will be treated as Confidential.

4.4 In order to provide Clients with the best coverage possible, Collabora requests that Client identifies a dedicated point of contact who will be available until each Incident is resolved.

5. Response Procedures and Timing

Upon receipt from Client of an Incident report, Collabora shall take prompt corrective action to remedy the reported Incident as follows within the following time periods (during the hours specified in this Exhibit):

Severity Level One Incidents
For Severity Level One Issues, Collabora shall respond within one day and work continuously using commercially reasonable efforts to provide at least a temporary workaround or fix (i.e., a patch, temporary release, or update release, which allows the user to continue to use the Software in all material respects) within two days after initial notification by Client. Thereafter, Collabora shall use commercially reasonable efforts to provide an official fix or workaround within one week.

 

Severity Level Two Incidents
For a Severity Level Two Issues, Collabora shall respond within one day and work continuously using commercially reasonable efforts to provide at least a temporary workaround or fix within a time period to be mutually agreed by the parties, but in no event longer than one week after initial notification of the issue by Client or discovery of the defect by Collabora.

 

Severity Level Three Incidents
For a Severity Level Three Issues, Collabora shall respond in two days and shall use commercially reasonable efforts to provide at least a temporary workaround or fix within a time period to be mutually agreed by the parties, but in no event longer than thirty (30) days, or such additional period of time as may be agreed upon in writing (including e-mail) by the parties, after initial notification of the issue by Partner or discovery of the defect by Collabora.

 

Severity Level Four Incidents
For a Severity Level Four Issues, Collabora shall respond in one week. Collabora may, at its discretion, provide a temporary workaround or fix, and/or provide a permanent update in a future release of the Software or reasonably deny the request.

 

With respect to the foregoing, and subject to Client’s existing limitation of liability agreed elsewhere, Collabora shall work diligently during the support hours to provide the service levels set forth above. The parties understand and agree that a temporary work around or fix shall not constitute the resolution of any such defect.