Service Availability  Agreement

The Service Level Availability ‘SLA’ applies to Kitepipe’s Boomi Managed Cloud Services (MCS) hosted in the Amazon Web Services (AWS) environment for the Boomi runtime, Atom or Molecule.

This SLA describes Kitepipe’s obligations to support Clients who have contracted either with Kitepipe directly under a Master Services Agreement (MSA), or under a Boomi resell arrangement using a Sales Order Form. This agreement is valid throughout the term, as defined in the MSA or Sales Order Form and may be acknowledged with signature or as a versioned web link referenced in a fully executed Sales Order Form.

Version: 2024-a

Client Description

The agreement contains two sections:

1. Service Availability
2. MCS Support Description

1. Service Availability

Service Availability Coverage and Definitions

• Kitepipe MCS means Kitepipe’s Managed Cloud Boomi Hosting Solution in AWS.
• Production Environment means any production AWS environment (Atom or Molecule) Boomi runtime hosted and managed as MCS.
• Test Environment means any test AWS environment Boomi runtime hosted and managed by MCS.
• Service Availability is defined as the percentage of a particular year or quarter (based on 24 hour days for the number of days in the subject month) that the Production Environment was available for access and capable of providing the service as defined herein.
  • Test Environment is excluded from the term Service Availability.
• Boomi Scheduled Maintenance means regular, routine maintenance that, on occasion, may affect Boomi Enterprise Platform availability.
  • Scheduled Maintenance does not factor into Service Availability.
  • Scheduled Maintenance occurs at times that are different for each Client based on their region and operating environment.
• Boomi Administrator means Client resource(s) responsible for Boomi console administration items.
• MCS Maintenance means regular, routine maintenance performed by MCS to ensure Client services are optimally performing. 
  • MCS reserves the right to execute maintenance at their discretion that it considers as unimpactful to Client services. Unimpactful are incremental improvements with the following changes as examples that fall into this category:
    • Changes that will not result in functionality changes visible to the Client;
    • Changes whose purposes, and the means by which those purposes may be achieved, are well understood, and will not impact the Client’s services stability or performance. 
  • MCS reserves the right to execute maintenance considered impactful to the Client’s services as needed with reasonable notice during agreed upon maintenance windows or other pre-planned windows, if required, outside a standard maintenance window. 
    • Impactful are changes that may cause an impact to the Client’s services. For this reason, these will be scheduled using a pre-defined time window, mutually agreed to, with at least 3 days prior notice to the Client. 
  • MCS Maintenance may occur at times that are different for each Client based on their region and operating environment and will be mutually agreed upon during the onboarding process.

Service Level

MCS goal is to achieve 99.99% Service Availability and Kitepipe shall take all reasonable actions to meet that goal.  This equates to 52 minutes and 35 seconds of allowed downtime per year or 13 minutes 9 seconds per quarter. 

Exceptions to Service Availability

Client quarterly Service Availability reports will point out specific instances in connection with any failure or deficiency of Service Availability.  Exceptions caused by or associated with Service Availability are:

• AWS outages, as reported by the AWS Health Dashboard.
• Circumstances beyond Kitepipe’s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third-party services, virus attacks or hackers or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA;
• Boomi performed maintenance, upgrades and emergency maintenance.
• MCS Maintenance performed with Client notice.
• Any DNS or Domain Registry issues outside the direct control of Kitepipe including DNS and Registry propagation issues and expiration.
• Outages elsewhere on the Internet that hinder access to Client account. Kitepipe is not responsible for browser, DNS, or other caching that may make your account appear inaccessible when others can still access it. Kitepipe will guarantee only those areas of the Internet considered under the control of Kitepipe: Kitepipe managed nodes’ links to the Internet, and Kitepipe’s managed nodes themselves.
• Client is responsible to perform items available for configuration within the Boomi Enterprise Platform console, acting as the Boomi Administrator.

Credit Request for Service Availability Coverage

In the event Kitepipe fails to meet Service Availability levels for any two months of a quarterly MCS period, the Client may request a calculated credit equal to a percentage of the monthly charge as follows: < 99.99% 10%; < 99.00% 20%; < 97.00% 35%; < 95.00% 50%;  < 90.00% 100%.  

Important Disclaimer Regarding Your SLA

Kitepipe’s sole obligation and your exclusive remedy for Kitepipes’s failure to deliver any services covered hereunder shall be for Kitepipe to reperform the services in a manner substantially in accordance with this SLA.

2. MCS Service Description

Introduction to the Client Service

This Service Description (the “Service”), is the Kitepipe MCS Service that provides Clients access to a dedicated AWS environment for the Boomi runtime on an annual or quarterly subscription basis. The Service enables Clients to integrate your data, software and software applications using the Boomi Enterprise Platform. MCS does not include support for Boomi integrations, migrations, or development services.

MCS Description

In connection with the Service, Kitepipe will provide Client access and use of the MCS environment hosted by Kitepipe via the Boomi Atomsphere and its web based console, that the Client (or its Boomi development partner) uses to migrate, build and execute integration processes on the Boomi Enterprise Platform.  The Client must provide the license keys for the hosted Boomi runtime.  Boomi license fees are not included and must be procured separately from Boomi.

MCS Definitions

• Boomi Enterprise Platform means the web-accessible design interface and library of components developed by Boomi, including, but not limited to, connectors, transformation maps, error handling modules, decision handling modules and processing logic, that enables the Client (or its Boomi development partner) to design, create, build and manage an integration and workload processes, including normal items available for configuration purposes.
• Business Hours are defined by region:
  • Asia Pacific (APJ: Sydney) 8am to 5pm GMT+11, Mon. to Fri.
  • Americas: (N. Amer: New York) 8am to 5pm Eastern Time, Mon. to Fri.
  • Europe, Middle East, Africa (EMEA: London): 9am to 6pm GMT, Mon to Fri.
• Kitepipe’s MCS Support Model means a Kitepipe resource that may be in the Americas region, a non-America’s region or a third party that is empowered to provide after-hours support on behalf of Kitepipe for the Client.
• Kitepipe’s Priority 1 Runbook Procedures means the processes that Kitepipe MCS Support use to triage and troubleshoot Priority 1 MCS events.
• Kitepipe’s Ticketing Application means the joint Ticketing Service that is configured and available for each Client’s MCS. 
• Active Monitors means the monitors, alerts and dashboards used to inform Kitepipe MCS Support of events or trends related to a Client’s MCS

MAINTENANCE AND SUPPORT: PRIORITY LEVELS

This Section sets forth the collaboration target times necessary to ensure that additional resources are obtained in a consistent, timely manner so that customer impact and Incident resolution times are minimized. The below Default Response Expectation Table indicates, by priority, the technical collaboration and support resolution target times that Kitepipe will satisfy addressing Client support requests.

*Expected response time once notified by active monitoring or Client request.

Incident Specific Collaboration Guidelines. For all Incidents, status updates will include what the next action will constitute, when it will occur and the responsible individual or team. Key roles/responsibilities are as follows:

• With respect to Priority 1 Support Requests initiated by the Client, Client must follow the processes defined by Kitepipe for initiating service requests.
• Kitepipe is responsible for incidents initiated by Active Monitoring and retains ownership of properly notified incidents.

Billing

All billing is performed based on an Annual or Quarterly basis up-front, with the payment terms set forth in an MSA, or Sales Order Form.  The activation date (“Activation Date”) of this SLA is the date on which the related MSA or Sales Order Form is fully executed by the Client and accepted by Kitepipe. Billing will begin on the Activation Date.

Miscellaneous

No hardware or software is being transferred, sold, leased or licensed to Client under this Service Description. To the extent Kitepipe may use hardware or software as part of its delivery of the Service, such hardware or software will be licensed, owned or otherwise held by Kitepipe. 

Partnership Requests

Kitepipe may request acknowledgement of Clients usage of MCS in the format of a pre-approved and brand compliant Client logo that may be displayed on a web site or in a blog post. Conversely, Kitepipe will support requests from the Client that may be outside the scope of this SLA. These requests are not an SLA obligation and web site acknowledgement blog posts or any other marketing activities by Kitepipe will not occur without the prior review and approval of the Client. 

Terms & Conditions

Availability varies by country. To learn more, Clients should contact an appropriate sales representative for more information.  Trademarks and trade names may be used in this document to refer to either the entities claiming the marks and names or their products. Specifications are correct at date of publication but are subject to availability or change without notice at any time. Boomi, Kitepipe and its affiliates cannot be responsible for errors or omissions in typography or photography. 

Third Party Terms & Conditions

This Service Description is governed by and subject to the terms and conditions in Clients’ separate MSA to the extent such agreement explicitly authorizes Client to order the Service or, in the absence of such agreement, Kitepipe’s terms and conditions of sale apply and are available upon request.