Addendum: Service Level Objective for Self Hosted Deployment of OneVault Services
Use of Donoma OneVault Services (Services) in a Self-Hosted configuration is available only for pre-qualified circumstances to ensure adequate resources for compute and support are available.
If a Customer opts for Self-Hosted, either as an on-premises deployment or deployment within an approved public cloud vendor (Amazon Web Services (AWS), Microsoft Azure (Azure) or Google), responsibility for uptime transfers to the client. Customer assumes complete responsibility for monitoring, management, cybersecurity, and incident escalation of their Service and associated data.
Requirements
Self-Hosted configurations must meet the system resource specifications as stated in the current Donoma documentation, including allowing Donoma to confirm electronically that the service is active, and the size of the data set being indexed to ensure alignment with the selected consumption model. Donoma will not have access to Customer data or Personally Identifiable Identification.
Problem Severity Definitions & Escalation Paths
Donoma’s software defect tracking severity levels for support- does not include installations, upgrades or systems not directly controlled by Donoma including Customer’s Self-Hosted deployment either on their network or in their cloud account at AWS, Azure, or Google.
| Severity | Definition |
| 1. Catastrophic
Diagnostic and response within eight (8) hours of problem report. Dedicated resources assigned. |
Circumstances cause the entire system or solution to fail.
OR OR AND |
| 2. Severe
Diagnostic and response within two (2) days of problem report. |
An important but not critical Service function fails.
Services operates substantially below design specification. Behavior requires other devices, systems or critical applications on the network to make unreasonable accommodations. There is no reasonable workaround to prevent the failure occurrence. |
| 3. Moderate
Diagnostic and response within two (2) weeks of problem report. |
A minor Service feature does not work. A feature fails under unusual or rare circumstances. Service operates below design specification. A serious error exists in the documentation. A failure with a low impact work around |
| 4. Minor
Diagnostic and response within one (1) month of problem report. |
A failure that is self-correcting within the Service that has minimal operational impact. A minor feature fails under unusual or rare circumstances. A minor error exists in the documentation. |
| 5. Cosmetic | Problem with the Service that does not impact the operation of the Service but has an aesthetic value. |
| 6. Enhancement | A request for new functionality or enhancement to an existing feature. |
| Elapsed Time | Severity 1 | Severity 2 | Severity 3 | Severity 4 |
|
1- Hour |
Level 1 Support | |||
|
4- Hours |
Level 2 Support | Level 1 Support | ||
|
24- Hours |
Level 3 Support
Sales Management |
Level 2 Support | Level 1 Support | Level 1 Support |
| 48- Hours | President (CEO) | Level 3 Support | Level 2 Support | |
| 72- Hours | Sales Management | |||
| 96- Hours | President (CEO) | Level 3 Support | Level 2 & 3 Support |
“Response” refers to an e-mail, telephone, or in-person acknowledgment of a technical support request.
Support Level Definitions
Level 1 Support. Ability to provide general Service information, configuration support, collection of relevant technical problem identification information, filter non-technical problems from technical problems.
Level 2 Support. All Level 1 support capabilities, plus: Ability to support problem isolation and Service specification defect determination, Lab simulation and interoperability testing, Action plan definition, Ability to analyze traces of where the error occurred.
Level 3 Support. Level 3 Support includes fixing Software bugs or generating workarounds, including any security vulnerabilities identified by Donoma or any third party, troubleshooting bugs that Level 2 Support is unable to bring to resolution.
Support Access
Support phone: (International) +1(540) 443-3575
Support phone (US & Canada) (866)-265-2770
Support email: support@donomasoftware.com
Support Schedule:
Customers with current subscriptions will have access to support from 8:00 a.m. to 8:00 p.m. U.S. Eastern Time, (Hours) Monday through Friday each week, except Donoma observed holidays. However, any level of support may not be available due to matters out of our control. Support will not be available to anyone on the following Donoma observed holidays:
- New Year’s Day (January 1)
- Memorial Day (last Monday in May)
- Independence Day (July 4)
- Labor Day (first Monday in September)
- Thanksgiving and the following Friday (fourth Thursday and following Friday in November)
- Christmas Eve and Christmas Day (December 24 and 25)
If a holiday falls on a Saturday, then we recognize the holiday on the Friday before; if the holiday falls on a Sunday, we recognize the holiday on the Monday following.
Engineering work required outside the stated business hours will be scheduled on a case-by-case basis to accommodate customers’ time zones.
Software Updates & Resource Usage Monitoring
Donoma will make available to Customers, from time to time as they are released, free of additional charge, patches, and Updates of the Service that Donoma makes generally available to Customers and the public, excluding, however, any modules designated by us, in our sole discretion, as new Services. Acceptance of any Update is hereby deemed subject to the terms and conditions contained in this Agreement.
Updates:
For those Customers opting for services configured as Self-Hosted or on-premises Service, written notification of the Update will be sent, and Customers must arrange installation by scheduling with Donoma Support within 30 calendar days. Update installation support for on-premises Service is included at no additional charge; but if the Customer prefers to perform the installation unassisted, Donoma will provide instructions on how to access and install the Update. If in analyzing a particular support request, Donoma support staff determines that the problem is caused by something other than the Service, support may be offered on a time and materials or contract basis, if available.
On-Premises Service Customers may be required to license new third-party applications programs or operating systems programs, or update existing versions thereof or computer equipment, at their expense, to install and maintain the Service to the latest Updates.
Revisions
Donoma may revise this Agreement by posting a new version at the URL below and provide written notice to Customer, provided no such revisions may materially degrade this Agreement’s required performance. Service Level Agreement URL: https://www.donomasoftware.com/licenseagreement/service-level-agreement/
Last reviewed: December 4, 2024
