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Effective date: -
Last updated: October 2023
The aim of this Service Level Agreement Document (the “Document”) is to set out the level of service provided for the hosted instance of Aperture Data Studio.
These are hereafter referred to as ‘the Service’.
This Document therefore summarises Experian Data Quality's intended operation of the Service described below including Experian Data Quality’s Service Level Goals and associated reporting procedures to support the Service Level Goals.
Whilst Experian Data Quality will strive to meet or exceed the Service Level Goals, which this Document contains, this Document is not intended to be of contractual effect, and therefore does not create or vary any legally binding obligations. Experian Data Quality’s Hosted Aperture Data Studio service is not intended to be used as the sole basis for any business decision.
Contact your Experian Data Quality Account Manager for live and historic availability information for your instance of Experian Data Quality’s Hosted Aperture Data Studio platform.
The content of this Document is drafted and maintained by Experian Data Quality
The Service provides customers with access to a hosted instance of Aperture Data Studio with the following Service Level Goals:
The Service availability target is 99%. This is measured monthly from customer reported Outages (submitted to Experian Data Quality), which occur within the Service Hours over a calendar month. The Service availability is calculated as follows:
(A – B)/A x 100 = % availability where:
A = Service Hours
B = Outage
* The availability of the customer’s network is not included in the Service availability calculation above.
Experian Data Quality is responsible for all Hosted Licensed Materials required to provide the Service to the customer. The table below defines those areas within scope of the Service:
| Area | Within scope of the Service |
|---|---|
| Customer Application – e.g. Customer website, data sources etc. | No |
| Customer Network – e.g. Routers, Switches and Firewalls | No |
| Internet | No |
| Experian Data Quality Network – e.g. Routers, Switches, and Firewalls | Yes |
| Experian Data Quality Service | Yes |
Experian Data Quality is responsible for the Incident management of any events within the above Service scope, which cause or may cause an interruption or degradation in the quality of the Service. This includes proactive monitoring or reaction to a customer report and resolution recovery.
The Service provides a single tenanted instance of Aperture Data Studio, which is maintained through adherence to the Experian Data Quality End of Service Life policy(EOSL).
Where the Service provides an embedded address validation facility, reference data files will be updated regularly, ranging from monthly to annual.
Experian Data Quality initially assesses the expected load on the Hosted Licensed Materials to ensure that the Service has sufficient storage capacity and responsiveness. If a customer foresees substantial changes to previously agreed data volumes, usage periods, or simultaneous users, the customer is required to notify Experian Data Quality in advance.
Experian Data Quality is responsible for ensuring the availability of the Service to the customer. The Service is monitored.
If it is deemed by Experian Data Quality that the customer's use of the Service will be substantially affected, including an Outage to the Service, Experian Data Quality senior management will declare a disaster and will communicate through the support team to advise of the interruption to the Service. Experian Data Quality is responsible for ensuring that the Service is restored following an unplanned interruption.
The customer must maintain security procedures that control access to the Service via user accounts.
The Experian Data Quality Hosted Licensed Materials are hosted within a physically secure data centre location. Hardware and software components are monitored to provide a consistent level of the Service to our customers.
Reporting on the recent availability of the Service is available on request from your Experian Data Quality Account Manager.
Experian Data Quality and the customer shall communicate on an ad-hoc basis, including conference calls if necessary, to address any unresolved issues regarding the Service. Experian Data Quality may adjust the Service Level Goals contained in this Document at any time upon thirty (30) days prior written notice to the customer.
Experian Data Quality will provide a minimum of 21 days’ notice of any maintenance windows that are likely to impact the availability of the Service. A standard maintenance window will be two hours.
The exceptions to the notice period include when a change is required to resolve a major incident. In these circumstances, Experian Data Quality will use reasonable endeavour to provide customers with as much notice as possible.
See the Experian Hosted Aperture Data Studio Maintenance Policy, found in our Community, for further information and links to the defined maintenance periods for all applicable regions.
Incidents reported by the customer are logged, owned, and tracked according to the following priorities and targets:
| Priority Level | Priority Definition | Restoration Time |
|---|---|---|
| P1 | Major Operational Incident Functionality of the Licensed Software is materially impacted. For the avoidance of doubt, any failure of the functionality of the Licensed Software which affects security, or regulatory compliance is deemed material; |
6 hours |
| P2 | Significant Operational Incident Functionality of the Licensed Software is degraded by more than 25% e.g. Response times significantly outside the Specification. |
12 hours |
| P3 | Minor Operational Incident Functionality of the Licensed Software is degraded by less than 25% or requires additional effort from the Client e.g. Response times outside the Specification. |
As Required |
| P4 | Non-Operational Incident No daily operational impact to functionality of the Licensed Software e.g. a Known Error or aesthetic issue. |
As Required |
Incident updates will be provided via direct and indirect means, through the Experian Data Quality support and Managed Services teams.
The customer may be requested to provide supporting information for Experian Data Quality to resolve an Incident, work to resolve the Incident may cease until this information is received. Where an Incident is due to an issue outside of the Experian Data Quality Hosted Licensed Materials, the Resolution Targets mentioned above would no longer apply and any further assistance provided by Experian Data Quality to the customer cannot be guaranteed.
Incident: means a potential problem with the availability of the Service reported by a customer to Experian Data Quality. Each Incident is investigated by Experian Data Quality to ascertain whether a resolution needs to be sought.
Hosted Licensed Materials: means all elements of the Service hosted by Experian Data Quality that are required to provide the Service to customers. This includes the Experian Data Quality Network (e.g., Routers, Switches, and Firewalls) and the Service itself.
Outage: means any unscheduled period of time when access to Experian Data Quality Hosted Licensed Materials are unavailable for a period of five consecutive minutes. Outages will not be seen to affect the Service when the root cause is found to be outside of the Experian Data Quality domain, as defined in Service Scope section in paragraph (2) above.
Resolution Target means the target time in days or hours in which Experian Data Quality will aim to resolve the Incident.
Service: means the Service, provided by Experian Data Quality to the customer, and its associated infrastructure. See also ‘Hosted Licensed Materials’.
Service Hours: means all hours the Service is available (Monday to Sunday from 00:00 – 23:59) during the period of coverage, excluding any scheduled maintenance.
Service Level Goals: means the content of all paragraphs in section A of this Document, which Experian Data Quality will aim to fulfil as part its provision of the Service to customers. The Service Level Goals are measured from January 1 to December 31 each year.
