Arcane SLA - Service Level Agreement

Table of Contents

1. Introduction

1.1. About this Document

This Service Level Agreement for Arcane™ (this “SLA”) is a part of your Master Service Agreement (the “MSA”). Capitalized terms used but not defined in this SLA will have the meaning assigned to them in the MSA. This SLA applies to the Services listed herein (a “Service” or the “Services”).

If we do not achieve and maintain the Service Levels for each Service as described in this SLA, then you may be eligible for a credit towards a portion of your monthly service fees. We will not modify the terms of your SLA during the initial term of your subscription; however, if you renew your subscription, the version of this SLA that is current at the time of renewal will apply throughout your renewal term. We will provide at least 90 days’ notice for adverse material changes to this SLA. You can review the most current version of this SLA at any time by visiting https://docs.Arcane.cloud/docs/SLA.

1.1.1. Prior Versions of this Document

This SLA provides information on Services currently available. Earlier versions of this document are available at https://docs.Arcane.cloud/docs/SLA. To find the needed version, a customer may contact its CSM.

1.2. Goals & Objectives

The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer by the Service Provider(s).

The goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider(s) and the Customer.

The objectives of this Agreement are to:

• Provide clear reference to service ownership, accountability, roles and/or responsibilities;

• Present a clear, concise and measurable description of service provision to the customer; and

• Match perceptions of expected service provision with actual service support & delivery.

1.3. Summary of Changes to this Document

Below are recent additions, deletions and other changes to this SLA.

2. General Terms

2.1. Terminology Definitions

Please see Terminology Definitions .

2.2. Limitations

This SLA and any applicable Service Levels do not apply to any performance or availability issues:

1. Due to factors outside our reasonable control (for example, natural disaster, war, acts of terrorism, riots, government action, or a network or device failure external to our datacenters, including at your site or between your site and our datacenter);

2. That result from the use of services, hardware, or software not provided by us, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or services;

3. That results from failures in a single datacenter location, when your network connectivity is explicitly dependent on that location in a non-geo-resilient manner;

4. Caused by your use of a Service after we advised you to modify your use of the Service, if you did not modify your use as advised;

5. That result from your unauthorized action or lack of action when required, or from your employees, agents, contractors, or vendors, or anyone gaining access to our network by means of your passwords or equipment, or otherwise resulting from your failure to follow appropriate security practices;

6. That result from your failure to adhere to any required configurations, use supported platforms, follow any policies for acceptable use, or your use of the Service in a manner inconsistent with the features and functionality of the Service (for example, attempts to perform operations that are not supported) or inconsistent with our published guidance;

7. That result from faulty input, instructions, or arguments (for example, requests to access files that do not exist);

8. That result from your attempts to perform operations that exceed prescribed quotas or that resulted from our throttling of suspected abusive behavior;

3. Agreement Overview

This Agreement represents the Service Level Agreement ("SLA" or "Agreement") between Anthill Technologies A/S ("Anthill") and The Customer ("Customer") (collectively the "Parties") for the provisioning of IT services required to support and sustain the services to be delivered by Anthill Technologies to the Customer under the framework of the Arcane™ Software License Agreement entered into between the Parties as dated in the MSA.

This Agreement is valid from the Effective Date outlined in the MSA and is valid until superseded by a revised agreement mutually endorsed by the Parties.

This Agreement outlines the parameters of all IT services covered as they are mutually understood by the stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

The Service Level Management (SLM) section (7) describes the ITSM processes for managing the service levels and target objectives of Arcane.

3.1. Periodic Review

This Agreement will be reviewed at a minimum once per fiscal year during an annual SLA revision, where the process starts 1^st of December and should be completed by the 1^st of January each year unless any other month slot has been agreed upon in the MSA.

Anthill is responsible for facilitating reviews of this document during the annual SLA revision.

Contents of this document may be amended upon identified needs, being clarification or potential risks. These updates and amendments can happen outside the annual SLA revision. The changes or updates will be communicated in a written manner.

3.2. Stakeholders

The following Service Provider(s) and Customer will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:

4. Service Agreement

The following detailed service parameters are the responsibility of Anthill in the ongoing support of this Agreement.

4.1. Service Functionality & Service Scope

Arcane™ shall provide utility as an AI powered conversational content discovery, exploration, localisation, and content creation platform.

Arcane™ is a tool that is built on top of one or more integrations to DAM, data or content storage systems. Depending on customer configuration this may include a combination of Veeva Vault Promomats, Veeva Vault MedComms, S3, Aprimo or other supported systems. All IT services directly related to the underlying DAM, data or content storage systems are out of SLA scope for service level management and technical support. Integration between the agreed platform(s) and the Arcane™ tool falls under the business continuity management of Anthill.

4.2. Customer Requirements

Customer responsibilities and/or requirements in support of this Agreement include:

• Service Transition/Integration plan;

• Reasonable availability of customer representative(s) when resolving a service-related incident or request for level 3 issues; and

• The payment model for Change Request costs as per agreement.

4.3. Requirements

Anthills responsibilities and/or requirements in support of this Agreement include:

• Meeting response times associated with service-related incidents; and

• Appropriate notification to Customer for all scheduled maintenance.

4.4. Service Assumptions

Assumptions related to in-scope services and/or components include:

• For Arcane™ to function, end users must have a Google Chrome browser installed or a Chromium-based browser such as Edge Chromium on their laptops/desktops;

• User access management and access rights are managed via either customer SSO integration or Arcane User Management systems.

• Changes to configurations in systems integrated to Arcane will be shared directly from the Customer to Anthill so that any changes in the configuration set up/integration to the Arcane™ tool can be identified;

• Changes to Arcane™ will be documented and shared with customers.

5. Service Availability

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.

5.1. Service Maintenance

Arcane™ aims to be available with minimal service interruptions caused by Anthill. Anthill uses an evolutionary maintenance method for system/service maintenance and uses a continuous deployment method which means minimum system maintenance disruptions; there is no downtime of Arcane when deploying a new release.

Any service interruptions of Arcane are escalated from an incident/issue to a problem. It is handled directly by Anthill as agreed in this SLA for problem management for troubleshooting, creation of temporary workaround, and estimated resolution times.

Certain Arcane functionalities can be impacted by the service windows and system maintenance of upstream integrations that provide functionality to the Arcane platform.

5.2. Service Availability Target

The availability of Arcane™ is 99.95% based on Anthill’s SLA with AWS. However, such availability is subject to the availability of AWS.

Service availability target (in %) for Arcane™ is calculated as: total Agreed Service Time (AST) minus the Down Time (DT) divided by the total Agreed Service Time:

5.3. Service Level Monitoring and Reporting

Arcane system availability, performance, uptime, and system activity is monitored via AWS CloudWatch and exposed on a dedicated Customer statuspage.

6. Arcane Support Model

The support model reflects incoming requests and incidents from Arcane users which has been identified by the customer IT Service Desk (IT Partner) as outside of Anthill (Anthill Arcane) SLA, such as non-Arcane related questions and issues that need to be solved by other Anthills.

6.1. Support Channels

The service management table offered is outlined below:

6.2. Support Levels

The following Services are covered by this Agreement for level 0 and level 3 incident & issue support;

6.2.1. Additional Services outside Arcane™'s Standard SLA

Service Levels 1 and 2 are not covered by the Arcane™ SLA.

Examples of unsupported cases related to content:

• Debugging and code review of Design Systems and Templates used in Authoring Assist

• Change requests to signed-off deliveries

• Manual upgrade of older Design Systems

• Bulk administration

6.2.1.1. Per-ticket resolution

Anthill will charge per ticket for support requests that are outside the scope of the Support SLA. Pricing and scoping will depend on an estimate of each individual case depending on complexity, estimation time might also be included in the cost proposal.

An estimated cost proposal, excluding the initial review, will be sent before any work is started upon approval from the customer.
Charges are measured per request, and tickets with multiple requests are split up into multiple chargeable tickets. Duplicate tickets are merged into a single ticket and charged as one request.

6.2.1.2. Premium Support SLA coverage

Anthill provides service agent availability for requests that are outside the scope of the Support SLA.

6.3. Problem Categorization, Priority and Service Target Objective

All issue level 3 incidents start as an issue and, if escalated to a problem, are categorized depending on impact and urgency and assigned a priority.

Service level targets for response time covering issue level 3 from the ticket reported to the IT Service Provider in the SLA channels, to target solution time.

6.4. Definition of Releases

Releases cover Arcane™ as a SaaS platform.

Anthill follows an internal change management & control process. The change and release management process is described in the Service Level Management (SLM) section.

Anthill classifies all incoming change requests into the following change request categories:

* Change requests not covered in the SLA are billed by Anthill separately.

6.4.1. Release Types

6.4.2. Release Process Flow

All issues will be assessed by Anthill to decide if the issue is a candidate for the product backlog. If the issue goes to the product backlog, Anthill is responsible for planning when to resolve the issue and how the fix is deployed in terms of the Release Proces Flow described in the Change Management section.

7. Service Level Management

This section describes the definition and processes of service level management, the stakeholders involved, service level targets, continuous improvement, and periodic reviews of service levels.

Effective support of in-scope services ensures consistent service levels. Once the service transition phase has been completed, the service level management section serves as guidance to the stakeholders involved to ensure service operations is managed according to the agreed service levels and targets.

ITSM processes

Escalation process management

ITSM processes are used for the definition, identification, and classification of incoming service requests related to incidents, problems, and IT changes. This SLA covers managing 0, 1, 2 and level 3 incidents and issues, all change requests, test & release management and problem management. The following is a definition of the ITSM processes. Service levels 0, 1, and 2 are defined but not covered by the SLA.

Service Request Management

All incoming questions, feedback, and comment from end users are service requests. The Customer Product Owner & IT Partner is responsible to log and respond to incoming requests submitted by the end users in compliance with levels 1, 2 and 3 within the customer’s own support platform. Arcane Support Portal is for level 3 service requests and is registered for monitoring of volume and categorization of types of incoming requests.

Service Request types:

1. General question

2. General suggestion for continuous improvement

3. Change request

Incident Management

An "Incident" is defined as an unplanned interruption or reduction in the quality of Arcane. It may be general IT questions/observations (for example, a page flickered away for one second and came back up again) or IT-related issues where the issue can be recreated (which turns into logging of a new issue).

The IT partner will subsequently log it to an incident record and classify it in the Arcane Support Portal according to the incident type:

• New Incident (Arcane L3)

• New Issue (Arcane L3)

And evaluate according to criteria if the incident cannot be answered/solved by the IT partner (level 1 & 2) it will categorize as an issue level 3 depending on issue type.

Issue Management

An “issue” is defined as verified technical-related issues with the system of Anthill (Arcane) that can be recreated as an issue.

Issue types include user configuration/set-up issues, bugs, integration issues, or one or several logged technical issues that escalate to a problem over time.

Issues which require coding (not a configuration) are logged by Anthill as one or several new bug-fixes related to solving/resolving the issue.

Issues are logged and prioritised to be solved and closed by Anthill (Arcane Solution Owner) based on issue type and user impact.

In case records show an increased volume of the same issue reported from multiple users over a short period of time or the same issue is reported across customer environments, the issue will be escalated as a problem by Anthill and managed as such according to SLA.

Problem Management

The purpose of problem management is to identify, troubleshoot, resolve, and document the root causes of repeated incidents and issues to minimize risk and over time reduce the overall number of incidents to improve the service quality over time.

A “problem” is when one or several incidents/issues reported are impacting several end users to use the system according to SLA and have an unknown root cause for why the incidents/issues occur.

Anthill is responsible for:

• Find the root cause of a problem (software, network, security)

• Resolve all problems as fast as possible/find a temporary workaround solution

• Monitor and report the effectiveness of the implemented workaround solution/ resolution time

• Proactively analyze data from recorded incidents and issues and problems

• Update the customer on problem status and workaround solution /resolution time

Workaround solution process

Depending on the nature of the problem (software, network, security), Anthill is responsible to create a temporary workaround if it is possible. The temporary fix is shared with impacted users once it has been released.

Change Management

A “change” is any IT system configuration or change in code of the IT Service that can only be executed by the IT Service Provider.

A change request can be made directly to the IT service provider by reporting a new service request which is treated as a change request.

Service requests identified as change requests are logged and managed by the IT Service Provider as “IT change requests”. A change request is classified according to the below table “change request types” and prioritized depending on the nature of the change request before they are added to the development and subsequently following the test and release process.

Changes requested by the customer operating in a customer host environment must comply with the customer’s change control processes before they are executed (see table below for reference).

All other change requests are controlled and managed by the IT Service provider as part of the change, test and release management control.

Changes are recorded in a change log (readme file in code) as part of change control.

Test & Release Management – Minor releases

All bug fixing and minor releases occur ongoing, in a frequency depending on the volume of bugs, small issues, patch fixes and configuration change requests.

All releases (minor and major) into production for back-end system changes (system infrastructure upgrades, versions) are announced to the IT System Owner (customer). All end-user impacting changes (UI, front-end, new features & integrations) are announced to the Product Owner and end users in the agreed SLA channels.

Test & Release Management – Major releases

Major releases are planned to be executed 3 times per year.

Continuous Improvement

Continuous improvement is the operational, day-to-day part of the continuous improvement of Arcane and the improvement of the service value chain and overall service quality.

Anthill is responsible for continuous general and incremental software delivery improvements, QA & security improvements, and service support improvements.

Input to continuous improvement initiatives is collected from customers on an ongoing basis. Continuous improvement efforts are communicated to customers on an ongoing basis as announcements.