Service Level Guidance

Introduction

The following Service Level Guidance (“SLG“) details E2open, LLC’s (“e2open”) Customer Service and Application Service offered on production environments of the subscription services for the entity identified on the Order Form (“Customer”). This is offered by the WiseTech Global Limited entity supplying the services under your service agreement. For further details on WiseTech Global Limited’s businesses, please refer to our businesses. E2open may update this SLG by posting notice on its website, effective the date of the notice.

Definitions

For this SLG, the following expressions have the meanings given to them below. Any other capitalized expressions have the meanings given to them elsewhere in the Order Form, SLG, or the Agreement.

• • “Incident” means a fault or issue related to the applicable subscription services (including service-related enquiries) that is reported by the Customer to e2open for investigation, response and/or resolution under the process described under Customer Service Section 3 (Incident Management).

• • “Level 1 Support” means the initial support provided by the Customer Helpdesk in relation to Incidents or service-related enquiries that are reported to it by Users in relation to the subscription services. Level 1 Support includes (as necessary in the circumstances) recording a description of the Incident, performance of basic diagnostics to the determine the cause of the Incident, and where reasonably practicable performance of remedial action including for example: resolution of logon problems, or responding to questions regarding the subscription services and/or the Customer Data as described under Section 3 (Level 1 Support).

• • “Level 2 Support” means technical support requiring product expertise for investigation and resolution of Incidents that cannot be resolved by Customer’s Level 1 Support team.

• • “Multi-Tenant Solution” means a single instance of the applicable subscription services that supports multiple customers.

• • “Single-Tenant Solution” means a single instance of the applicable subscription services that supports only the Customer.

• • “User” means any individual natural person or approved automated system granted access through a unique user ID, authorized by Customer for access and/or use of the subscription services. May also be referred to as “Authorized User”.

Customer Service – Service Level Guidance

1. Purpose and objectives

1.1 This policy sets out the Customer Service and support targets associated with the Services provided for Customer and its Authorized Users. It applies to Services available for normal use by the Customer’s Users in the ‘live’ production environment (in “Production”).

1.2 The key objectives of this policy are to:

• (a) detail the tools and procedures available to Customer and its Authorized Users to submit service requests (or Incidents);
• (b) provide clear reference to service ownership, accountability, roles and/or responsibilities for all stakeholders; and
• (c) present a clear, concise and measurable description of service provision to Customer and its Authorized Users.

2. Customer Helpdesk

2.1 Customer Helpdesk. The Customer must maintain its own Customer Helpdesk, which is the Customer’s single point of contact for Users to request Level 1 Support in relation to the subscription services. The Customer must ensure that its Customer Authorized Personnel are sufficiently skilled to perform basic diagnostics, troubleshooting, problem solving and/or remedial activities in connection with the subscription services before referring the Incident to e2open’s customer support organization (“e2open Helpdesk”).

2.2 Customer Authorized Personnel. Customer Authorized Personnel are Customer’s authorized representatives of its Customer Helpdesk who are authorized to communicate with e2open in relation to Incidents and/or service-related enquiries, provided that:

• • • (a) The number of Customer Authorized Personnel does not exceed 20 named users;
    • (b) Customer must notify e2open of the names, designations and contact details (telephone and email) of its    initial Customer Authorized Personnel; and
    • (c) Customer or any Customer Authorized Personnel may assign any replacement Customer Authorized Personnel or delegates by not less than five business days’ notice.

2.3 Level 1 Support. Upon notification of an Incident related to the performance of the subscription services by a User, the Customer Helpdesk will perform Level 1 Support as reasonably required to:

• • (a) diagnose the cause of the Incident; and
  • (b) resolve the Incident (to an extent reasonably possible without Level 2 Support).

2.4 If the Customer Helpdesk is unable to resolve an Incident under Level 1 Support, then the relevant Customer Authorized Personnel may report the Incident to e2open under Section 3.11 (Incident Reporting and Tracking) for the provision of Level 2 Support.

3. Incident Management

3.1 Incident Reporting and Tracking.

• • (a) Customer Authorized Personnel can report Incidents to e2open via e2open’s web-based, customer support ticketing system (the “Support Portal”) at https://www.e2open.com/csp.
  • (b) The Support Portal and e2open Helpdesk are available for the reporting of Incidents at any time (24 hours/day, 365 days/year).
  • (c) On reporting of an Incident by Customer Authorized Personnel or detection of an Incident by the e2open Helpdesk, a CSR Ticket is created in the support portal and an automated response (including the CSR Ticket number) sent to the email address provided by the person who reported the Incident.

3.2 Incident Prioritization

• (a) A Severity Level is assigned to each Incident in accordance with the assessment criteria under the Incident    Prioritization table below.

Incident Prioritization

Severity Level	Assessment Criteria	Examples
Severity 1 (“S1”)	The subscription services are inaccessible, or there is a critical loss of functionality that severely impacts Customer’s ability to use the subscription services.	Complete service outage Critical functionality of the subscription services is unavailable Customer data loss impacting customer core business operations Critical business processes are unable to be performed, including B2B transactions
Severity 2 (“S2”)	The performance of the subscription services is significantly degraded or impaired but does not necessarily impede the customer’s business from running.	Single site or a subset of Users is impacted Core features or functionality are significantly impaired Performance is degraded to the point where business processes are significantly delayed or severely impacted but do not impede the customer’s business from running. No viable workaround or the workaround is complex/time consuming
Severity 3 (“S3”)	The subscription services are subject to a minor degradation, or the Incident does not materially affect the core functionality or Customer’s use.	The software is functioning however a moderate loss of application functionality or performance is causing impact to multiple users. A report is generating incorrect data A search function is returning unexpected results User interface defects that are not impacting service availability or core functionality Error messages or warnings that are not critical to Customer’s use of the subscription services and do not materially prevent Users from completing tasks.
Severity 4 (“S4”)	Service request or the subscription services are subject to minor nonconformances, or the Incident is merely an inconvenience or cosmetic in nature	Account maintenance (new user setups, deactivations) Cosmetic errors Updates to system documentation
Severity 5 (“S5”)	Customer feedback regarding an improvement to existing functionality.	Requests for new features or enhancements to existing functionality

• (b) The e2open Helpdesk representative will determine the Incident Severity Level based on the description of the Incident provided by the Customer and/or information determined from the e2open Helpdesk representative’s investigations.
• (c) The Customer may request a change to any Incident Severity Level by providing further information regarding the Incident including the impact on its Users and its business provided that the change is agreed between the Customer Authorized Personnel and the e2open Helpdesk representative.

3.3 Level 2 Support

This Section describes the scope of the Level 2 Support that will be provided by the e2open Helpdesk in relation to any Incident related to the subscription services.
For any Incident, the e2open Helpdesk may undertake the activities below (as applicable):

(a). Incident Diagnostics and Assignment.

• • (i) The e2open Helpdesk representative will complete an initial investigations and/or basic diagnostics to determine:
    • (A) the cause (or likely cause of) the Incident;
    • (B) whether the e2open Helpdesk representative can take immediate remedial action to resolve the Incident, and will do so; and/or
    • (C) the appropriate resolving group to which the e2open Helpdesk representative should assign the Incident for further investigations and/or remedial action.
  • (ii) After completing initial investigations and diagnostics, the e2open Helpdesk representative will:
    • (A) resolve the Incident (if practical to do so); or
    • (B) assign the Incident to the appropriate resolving group; and
    • (C) update the CSR Ticket accordingly (which generates an automated email to the Customer).

(b). Incident Updates.

• • (i) Pending resolution of any Incident, e2open will use its reasonable efforts to provide Incident updates based on the applicable Incident Severity Level via the Support Portal.

(c). Incident Resolution.

• • (i) Upon assignment of an Incident, the resolving group will undertake further investigations and/or take remedial action as may be necessary to Resolve the Incident.
  • (ii) “Resolution” means that the e2open Helpdesk representative or the resolving group (as applicable) has at e2open’s discretion:
    • (A) implemented a permanent remedy or a temporary workaround that circumvents or overcomes the impact of the Incident;
    • (B) in the event of a temporary workaround initiated plans for a permanent remedy;
    • (C) updated the Support Portal; and
    • (D) confirmed Resolution of the Incident to the Customer Authorized Personnel via the Support Portal (including details of the action taken and any further remedial action required in the event of a temporary workaround).
  • (iii) If the e2open Helpdesk representative either:
    • (A) cannot find any fault with the subscription services; or
    • (B) requires further information or action from the Customer for diagnostic purposes or remedial purposes; or
    • (C) considers that an Incident is attributable to the Customer (or otherwise not attributable to the e2open),
      then the e2open Helpdesk representative will refer the Incident back to the Customer Helpdesk for further information and/or action.

(d). Customer Obligations

E2open’s ability to resolve Incidents in a timely manner relies upon the cooperation of the Customer. The Customer Helpdesk may be required (for example) to: respond to e2open’s questions regarding the Incident; promptly provide complete and accurate information or data as reasonably requested by e2open; and/or follow any instructions provided by e2open, as may be necessary for further diagnostic purposes.

(e). Root Cause Analysis

E2open will provide perform a Root Cause Analysis (“RCA”) for all critical S1 incidents.

4. Response & Resolution Targets 

Severity	Target Response Time	Target Resolution Time	Support Hours (Resolution)
Severity 1	1 hour	4 hours	24 x 365
Severity 2	4 hours	48 hours	24 x 5
Severity 3	12 hours	Next scheduled patch release, or as communicated otherwise	24 x 5

The Actual Resolution Time for an Incident is measured from the time at which the applicable CSR Ticket is created in the Support Portal until the time at which the e2open Helpdesk representative confirms Resolution of the Incident (as recorded against the CSR Ticket) excluding:

• (a) any period of time outside of the applicable Support Hours; and
• (b) any period of delay that is not attributable to e2open.

5. Exclusions

In addition to any exclusions set out in the SaaS Terms, this policy does not include unavailability to the extent due to:

• (a) Customer’s use of the Services in a manner not authorized in the Order Form or SaaS Terms;
• (b) force majeure events or other factors outside of e2open’s reasonable control, including, without limitation, network availability or related problems; Customer equipment, software, network connections, Customer/User Internet Service Provider or other infrastructure;
• (c) Customer Materials whether provided by Customer or a third party;
• (d) any third-party applications, equipment, add-ons, software or technology;
• (e) Customer data checks or reviews to assess quality;
• (f) correcting data errors that are caused by or attributable to Customer and/or its third party vendors, customers, and agents unless only addressable by e2open;
• (g) routine Scheduled Maintenance or reasonable Emergency Maintenance; or
• (h) breach of terms in the Order Form, SaaS Terms or this agreement by Company or User.

Application Uptime & Disaster Recovery – Service Level Guidance

1. Application Uptime Service Levels

E2open provides three levels of application uptime commitments that offer Production safeguards for high availability within the primary data center for a customer solution.

App Uptime Service Level	Uptime Commitment	Scheduled Maintenance	Secondary Data Center Setup	RTO	RPO	Test Frequency
Standard (Included)	99.5%	4 hrs/week	No	Best effort	24 Hours	Backup and restoration is tested annually
Premium (LI-SL-APP-SLA 2)	99.7%	4 hrs/month
Elite (LI-SL-APP-SLA 3)	99.9%	4 hrs/qtr

“Recovery Point Objective (RPO)” means maximum amount of data lost since the last backup before a disaster.

“Recovery Time Objective (RTO)” means the maximum time elapsed from a disaster to recovery of the application services, including data recovery from the last backup.

2. Application Uptime Target

2.1 Application Uptime Target. E2open will use commercially reasonable efforts to ensure that the Application Uptime for the applicable subscription services is not less than the Application Uptime Target specified for the applicable Support Level.

2.2 Calculation of Application Uptime. The Application Uptime for each Month is 100% minus the percentage of Downtime* minutes out of the total minutes, less any Excused Downtime** activity, in the relevant calendar month.

*“Downtime” means any period in which the subscription services are unavailable to the Customer and/or there is a S1 Incident (as defined in the Incident Prioritization table) that materially affects the normal operation of those subscription services. 

**“Excused Downtime” means any period during which the subscription services are unavailable to the customer due to the performance of Scheduled Maintenance (as defined in Section 5.1 below).

3. Service Resilience and Customer data Backup

3.1 Telco-grade Hosting

E2open data centers feature fire detection, suppression, and alarm systems. The centers are designed to meet or exceed seismic design requirements and are built above sea-level with no basements. They include tightly sealed conduits, moisture barriers on exterior walls, dedicated pump rooms, drainage/evacuation systems, and moisture detection sensors. Redundant uninterruptible power supplies (UPS) and stand-by generator power supplies are on site in the event of a commercial power failure.

3.2 Backup and Off-site Data Storage

E2open maintains backup servers and telecommunications connections, taking daily backups of Customer data on these servers. When a customer goes live on the subscription services in Production, e2open’s contingency planning, equipment, software, and telecommunications connections enables e2open to make the subscription services available from those backup servers in accordance with this SLA. Hot backups are performed daily on all machines providing RDBMS or using and storing dynamic content of Customer data without interruptions to the subscription services. Backups are available onsite for a minimum of 24 hours and a maximum of 72 hours, after which they are replicated offsite for archival storage. Customer data is backed up and retained for a period of 30 days, after which the data is automatically overwritten. To ensure the integrity of the backups, e2open randomly restores data from backup onto test servers for validation of both the backup and recovery procedures.

3.3 Redundant Systems

In the event of primary system failure, the e2open Systems Management Infrastructure generates an alert, and the system is failed over to a standby system within the same data center. E2open uses mirrored disks, redundant SAN arrays, and other technologies to ensure the integrity of customer data stored on Production systems. In the event of equipment failure, e2open maintains service contracts and on-site Production spares for rapid equipment replacement. In the unlikely event that information is lost or if available historical data needs to be retrieved, the e2open operations team can recall data stored at the secure off-site facility for recovery onto Production systems. Application software and all configurations are stored in the e2open build management system, which can be used to rapidly replicate an entire Production customer hub environment if needed due to equipment failure or other reasons.

4. Inter-Site Disaster Recovery 

Customer may (where available) subscribe to inter-site disaster recovery where a secondary data center set up will be established, frequent data synchronization between the primary and secondary will be enabled and explicit RTO and RPO targets will be specified. 

Optional Subscription	Secondary Data Center Setup	RTO	RPO	Test Frequency
Inter-site DR (LI-SL-APP-DR)	Yes	4 hours	4 Hours	Annual test managed by e2open

 4.1 Declaration of Disaster

The e2open head of data center operations may, at their discretion, be the designated authority for declaring a disaster situation at any of our data centers. e2open will attempt to recover the customer solutions in the same data center before declaring a data center-wide disaster situation. The disaster situation must materially impact e2open’s ability to operate all customer solutions in that data center. In the event of disaster declaration, customers are notified via customer support channels, which mark the beginning of the RTO clock.

4.2 Annual Inter-site Recovery Testing

The e2open operations team annually tests the failover readiness of every solution that has contracted for inter-site DR. Testing is done in the DR site and does not impact to the subscription services running in the primary data center.

5. Maintenance

E2open may provide maintenance of the subscription services to implement planned and emergency measures as described below.

5.1 Scheduled Maintenance

• • (a) E2open may perform Scheduled Maintenance that affect the normal operation of the subscription services. Scheduled Maintenance includes all activities that e2open determines to be necessary, in its sole discretion, to maintain optimum performance of the applicable subscription services including for example: system configuration changes; hardware/firmware/software updates and/or upgrades; security-related updates, and other similar maintenance activities.
  • (b) Scheduled Maintenance Period
    • (i) Multi-Tenant and Single-Tenant systems are subject to periodic Maintenance that occurs on Saturdays or Sundays. Maintenance schedules are published no less than five days in advance.
    • (i) E2open undertakes quarterly Common Infrastructure Maintenance per data center. The schedule for the upcoming year is published before the end of the calendar year.
  • (c) The Customer Authorized Personnel are responsible for notifying the applicable Users accordingly if the Scheduled Maintenance will or is likely to affect the normal operation of the subscription services.

5.2 Emergency Maintenance

• • (a) May affect the normal operation of the subscription services at any time if e2open determines, in its sole discretion, that an emergency situation exists (e.g. a security risk exists or there is a serious performance issue) and that it is not reasonable to delay a response until a Scheduled Maintenance Period. Emergency Maintenance includes all activities that e2open deems necessary, in its sole discretion, to resolve the emergency situation.
  • (b) If Emergency Maintenance is required, then e2open will notify the Customer Authorized Personnel as soon as practicably possible.
  • (c) The Customer Authorized Personnel are responsible for notifying the applicable Users accordingly if any Emergency Maintenance will or is likely to affect the normal operation of the subscription services.

6. Upgrades and Updates

6.1 Upgrades

• • • (a) Upgrades are each new release or version of the subscription services that is made commercially available by e2open and that may include bug fixes, patches, corrections, workarounds, or other modifications to the subscription services including, without limitation, additional capabilities or functionalities or improvements to the applicable subscription services.
    • (b) E2open generally issues Upgrades of its subscription services in 4 releases per year. New versions are available to the Customer for no additional fee.
    • (c) If Customer requires assistance in implementing any Upgrades, or to retro-fit the Upgrade for any customizations made to a prior release or to e2open’s older versions of the subscription services, then this assistance will be provided by e2open under a statement of work. Provided that if the Customer has agreed to purchase this assistance in implementing any Upgrades as a part of the subscription services under the applicable Order Form, then the scope of this assistance will be as specified in the applicable statement of work.
    • (d) Multi-Tenant Solutions. For multi-tenant solutions Upgrades will be deployed automatically during periods of Scheduled Maintenance at no cost to the Customer. e2open will give notice to the Customer before each deployment.
    • (e) Single-Tenant Solutions. For single-tenant solutions, e2open recommends that the Customer should upgrade the subscription services every 12-18 months and requires Customers to upgrade no less frequently than every two years (eight releases). If the Customer chooses not to upgrade and remain on a version older than two years then e2open is relieved of liability for any non-compliance with this SLG or any other failure to comply with a provision of the Order Form that would have been avoided had the Customer upgraded to a Supported Version of the Services, provided that versions older than five years are out of support and the Customer must upgrade to continue to receive support.

E2open’s recommendations and/or requirements for single-tenant solutions are summarized in the table below:

Support Levels and Upgrade Recommendations for Single-Tenant Solutions.

Release Version	Year	Support Level	Recommendation	Supported Version
Current Version	1 year	Applies		Yes
Current – 1
Current – 2
Current – 3
Current – 4 to Current – 7	2 Years	Applies	Upgrade	Yes
Current – 8 to Current – 19	3-5 years	Commercially reasonable efforts on S1 Incidents only	Customer must Upgrade	No
Current – 20+	5+ years	No Support	Customer must Upgrade	No