General conditions of use

The Software is accessible to all Users connected to the SuccessFactors Suite, provided they have the appropriate permissions. As with all SuccessFactors Suite modules, the Software can be used with an Internet browser.

The recommended browsers are :

• Google Chrome and Google Chrome Enterprise, 
• Firefox
• Microsoft Edge
• Safari

To guarantee quality service, strong interoperability between the SuccessFactors Suite and the Software, and maximum data security with data hosting in Europe, the SERVICE SUPPLIER has chosen to rely on the services of a recognized provider, currently AWS.

As part of the continuous improvement of its services, the SERVICE SUPPLIER may be required to change its hosting provider. Nevertheless, the SERVICE SUPPLIER undertakes always to host its solution in Europe.

1. Availibility rate

Monthly solution availability rate: 99,9%

Monthly availability rate" means: the total number of minutes for the month in question, less the number of minutes of unavailability for the month in question (excluding planned maintenance unavailability), divided by the total number of minutes for the month in question. 

Scheduled maintenance downtimes take place : 

• Up to once a month on Thursday evenings, with interruptions ranging from 1 minute to 4 hours, for Software maintenance
• Up to four times a year on Thursday evenings, with interruptions ranging from 10 minutes to 8 hours, for Software upgrades. These upgrades may be postponed to the weekend if they are deemed to be very heavy, in which case they will take place from Friday evening to Sunday morning, to avoid interruptions during normal working hours.

Exceptional unavailability: 

Very exceptionally, the Service may be interrupted outside normal working hours, i.e. from Monday to Friday after 6 p.m. (Paris time), and all day on Saturdays and Sundays in the event of urgent corrective maintenance requiring service interruption.  Service interruptions for maintenance purposes will be communicated to the CLIENT in advance. 

2. Continuity of services ensured by CLAP LABS for all services:

Production and Acceptance environments are maintained separately and have a different upgrade schedule, so that upgrades will always be deployed first on Acceptance environments and then about a month later on the Production environment. 

Production environments are backed up daily on a separate Data Center, so that a copy can be restored in the event of a problem on the Production server. 

The Software is accessible at all times except during scheduled maintenance outages (as described above in the “AVAILABILITY RATES” section. 

In case of a disaster, it is possible to request recovery of the last backup, which is no more than 24 hours old, i.e. an RPO (Recovery Point Objective) of no more than 24 hours. 

In case of a disaster, a backup will be recovered within 24 hours at the CUSTOMER's request, i.e. a maximum RTO (Recovery Time Objective) of 24 hours. 

Service unavailability statistics can be sent once a month at the CUSTOMER's request. 

Note: Server redundancy is not offered by default. However, this chargeable option can be set up at the CUSTOMER's request and may be subject to an amendment. 

3. Version upgrade

As mentioned in the “AVAILABILITY RATES” section above, scheduled maintenance work may render the Service temporarily unavailable. The Software is upgraded approximately 4 times a year. The time slots for these upgrades are indicated above. The scheduling of these upgrades will be systematically communicated to the Customer at the beginning of each calendar year, and prior to each upgrade. 

Software upgrades are offered to the customer at no extra cost, except for customer requests that are not part of standard usage.

The SERVICE SUPPLIER undertakes to provide updated documentation for new Versions of the Software. Service upgrades are expressly subject to the Contract. 

4. Corrective maintenance and support

It is expressly agreed that corrective maintenance requests must be made by the CUSTOMER to the SERVICE SUPPLIER, using the platform provided for this purpose, which will be available 24 hours a day, 7 days a week. It should be noted that the maintenance team handling these requests will be available from 9am to 6pm, Monday to Friday, except on days when the SERVICE SUPPLIER is generally closed.

In the event of an Anomaly, the SERVICE SUPPLIER undertakes to intervene remotely within the deadlines defined below according to the nature of the Anomaly, the deadlines starting to run from receipt of the Customer's request describing the Anomaly and all the circumstances allowing it to be reproduced:

• In the event of a Blocking Anomaly, the SERVICE SUPPLIER must acknowledge receipt of the request within a maximum of 4 (four) working hours, and provide a response within a maximum of 24 (twenty-four) working hours.
• In the event of a Major Anomaly, the SERVICE SUPPLIER must acknowledge receipt of the request within a maximum of 24 (twenty-four) working hours, and provide a response within a maximum of 72 (seventy-two) working hours.
• In the event of a Minor Anomaly, the SERVICE SUPPLIER must acknowledge receipt of the request within a maximum of 48 (forty-eight) working hours, and provide a response within a maximum of 1 (one) week.

This technical assistance is not intended as a substitute for installation services (e.g. module activation, configuration workshop, etc.), training or advice for Users or the CUSTOMER, which may be the subject of separate services and agreements, under an implementation and training service contract separate from this Contract.

The SERVICE SUPPLIER will be notified in writing of any anomaly observed by the CUSTOMER which may affect the Software.

The SERVICE SUPPLIER will be discharged from any obligation in respect of corrective maintenance in the following cases: i) in the event of abnormal use of the Software by the CUSTOMER or use that does not comply with the contractual provisions; ii) in the event of infringement of the SERVICE SUPPLIER's intellectual property rights, iii) in the event of attempted access to the Software's Source Code. Problems relating to the performance of the Software, and more generally any problems not directly or exclusively attributable to the Software, are expressly excluded from the scope of the maintenance obligation.