Service Department Guide
Last Modified: December 11, 2024
SERVICE DESCRIPTION GUIDE
Master API License Agreement
Last updated December 11, 2024
THIS SERVICE DESCRIPTION GUIDE DETAILS HOW STONEEAGLE WILL SUPPORT THE API LICENSE SERVICES ORDED BY YOU.
This service description guide (the “SDG”) is an addendum to the Master API License Agreement (the “Agreement”) entered into with StoneEagle F&I, Inc. (“StoneEagle”). Capitalized terms not defined in this SDG are defined in the Agreement. In case of a conflict between this SDG and the Agreement, this SDG shall prevail.
SECTION 1: SCOPE
This SDG represents a commitment by StoneEagle a to support and sustain the production environment of the StoneEagleCOMPLIANCE Software (“System”) ordered by Client in a relevant order form and is supplementary to StoneEagle’s internal processes.
SECTION 2: AVAILABILITY
StoneEagle commits that the production version of the System (i.e., the latest version release of StoneEagleCOMPLIANCE intended for end users and made available to Client in a live production environment) will have a monthly System Uptime Percentage of 99.9% (as calculated in Section 7) or greater in any given month, excluding Maintenance Periods, provided the uptime is Controllable by StoneEagle. “Controllable” means that StoneEagle is using industry standard cloud service provider generally accepted practices reasonable for the System implementation and the needs of the Client but does not include times when (i) the network availability between Client and the cloud service provider environment; (ii) downtime caused in whole or part by a Third Party; (iii) nor for any downtime that Client experiences because of its or its users’ own network connectivity issues; or (iv) force majeure. “Third Party” means applications or cloud products which the System uses to either connect to or provide services outside of the System infrastructure. The term “force majeure” means events including acts of God, labor disputes or other industrial disturbances, electrical or power outages, utilities or other telecommunications failures, earthquake, storms or other elements of nature, blockages, embargoes, riots, acts or orders of government, acts of terrorism, a cyber-attack that evades industry standard security measures, zero-day attack (computer-software vulnerability previously unknown) a cloud service provider outage, terrorism, blackouts, etc or war.
SECTION 3: MAINTENANCE
By default, StoneEagle attempts to utilize technologies and practices to maintain and improve the System without causing service degradation or interruptions; however, there are some cases where Maintenance may be necessary. “Maintenance” means StoneEagle’s system maintenance, updates, backups and other services deemed necessary or prudent by StoneEagle. Maintenance will only be used by StoneEagle when appropriate to perform actions such as system maintenance, updates, backups, and other services deemed necessary or prudent by StoneEagle. Generally, Maintenance will be targeted to occur during the Maintenance Period unless doing so risks system stability. “Maintenance Period” means the hours between 2 AM Central Standard Time (CST) and 6:00 AM Central Standard Time (CST) Monday through Sunday. Typical Maintenance shall not exceed 8 hours of downtime in any given month and StoneEagle will typically provide at least 24-hour notice in advance of the Maintenance. In the event of an immediate critical maintenance need that is required to ensure overall stability or security StoneEagle will attempt to give reasonable notice.
SECTION 4: HELP DESK
StoneEagle shall provide a dedicated help desk email (which the email will log an event in StoneEagle’s internal case management system) through which Client may log service incidents 24/7 and a help desk contact available Monday through Friday, from 8:30 am through 5:00 pm central standard time.
SECTION 5: SEVERITY LEVELS
All incidents that are verified to be a confirmed instance of the service not being provided as set forth above (a “Problem”) will be defined by a Severity Code. The severity of a confirmed Problem is defined by the impact on Client’s ability to use the service(s) provided by StoneEagle (“Severity Level”). StoneEagle will monitor the System and classify each confirmed Problem using the Severity Level set forth below.
Severity Level
Security Code | Criteria |
|---|---|
Severity Level 1 | Critical: Errors or defects that (a) completely shut down the System or prevent all useful work from being performed using the System; (b) disable the ability to utilize Covered Experiences of the System; or (c) cause a material loss of data. For Severity Level 1 Problems, Client must notify StoneEagle by calling the main support number as well as emailing the account manager in order for such event to qualify as a Level 1 problem. |
Severity Level 2 | Major: Errors or defects that cause a severe adverse impact on the operation or performance of Covered Experiences of the System. |
Severity Level 3 | Minor: Errors or defects that (a) cause a minor adverse impact on the operation or performance of Covered Experiences of the System; or (b) disable or cause an adverse impact on the operation or performance of only non-mission-critical functions of the System. |
Severity Level 4 | Minimal Impact: Errors or defects that do not impact functionality of the System or otherwise are not included in the definitions of Severity Level 1, 2, or 3 problems. |
Severity Codes Response: StoneEagle’s support specialists shall respond to Client and provide a work-around and/or resolution, as applicable, within the times specified in the Severity Codes Response table below. StoneEagle will provide Client with timely updates during the correction period.
Severity Code | Response Time | Resolution Time |
|---|---|---|
Severity Level 1 | < 1 hour | StoneEagle shall use its best efforts to correct a Severity Level 1 problem as soon as reasonably practicable and shall assign resources to work on the problem on a 24-hour continuous basis until it is corrected. |
Severity Level 2 | < 4 hours | Within 2 weeks of incident as a “hotfix” (hotfix commonly understood in the technology industry). |
Severity Level 3 | < 24 hours | Within a mutually agreed upon timeline |
Severity Level 4 | 24 hours | Within a mutually agreed upon timeline |
SECTION 6: DEFINITIONS
• “Error Rate” is defined as the percentage of all requests to one or more APIs over a given 1-minute period, resulting in a system error. For cases in which we confirm all APIs were completely inoperable or unable to receive requests, the Error Rate for that minute is 100%. If no users attempted requests to any of the APIs over a minute, the Error Rate is 0%.
• “Downtime” is defined as the total number of minutes that return a 100% Error Rate that is Controllable and not within a Maintenance Period.
• “Concurrent Requests” are the number of calls being made to the System by Client.
• "Rate Limit” StoneEagle reserves the right to rate limit Client outside the boundaries of Concurrent Requests set forth herein.
• “Maintenance Period(s)” are a span of time set aside by StoneEagle to make intentional modifications to software or operational environments that may be expected to result in downtime or response time degradation.
SECTION 7: SERVICE COMMITMENTS FOR UPTIME
System Uptime Percentage Calculation
System Uptime Percentage shall be the percentage, rounded to the nearest hundredth, calculated as follows:
(total minutes per calendar month minus total minutes of Downtime per calendar month ) / (total minutes per calendar month).
*END OF THE PROVIDER TERMS