COMPETERA SERVICE LEVEL POLICY
The present service level policy is an integral part of the licence agreement, located at: www.competera.net/licence-agreement (hereinafter referred to as the “Licence Agreement”).
Throughout the Licensee’s subscription term, and subject to compliance with the terms of the Licence Agreement and order form, the Licensor shall provide the Licensee with the software operation parameters and level of support as follows:
Reported data quality is monitored by the scanning progress. The current scanning progress is captured on an hourly basis.
Scanning progress categorizes each URL as:
“Fresh” - data is received and processed; next scanning is to be started according to a scanning schedule
“In progress” - data is being scanned according to a scanning schedule; crawling is to be launched
“Lags” - data is not available for more than three hours following the scanning schedule,
“Errors” - an error has been found during the process of data crawling (website unavailable etc.) or a data scraping error (price, availability and promotion data is technically not available on the product page).
Actual data = Fresh + In progress
Quality level of reported data:
Reported data quality – not less than 90%;
Accuracy of product matching – not less that 90%.
Time limitations for new products matching:
Delivery of matching new products – up to twenty-four (24) hours, but no more than fifteen thousand (15,000) of new product matchings;
Configurable, repeatable “not found products” matches check-up – 7 days/14 days/28 days by default.
Client support services:
Reply (feedback) from the Client support service – up to 1 hour between 9am and 6pm. (EEST), Monday - Friday;
Issue resolution time frame – up to 24 hours (excluding Saturday and Sunday);
Client support services framework shall not apply to the issues where:
(1) the website is not available;
(2) the website blocks the access to crawlers.
Technical limitations of access to the Software:
Total duration of scheduled software access limitation – up to forty-eight (48) hours per year;
Total duration of scheduled software access limitation shall last for no more than three (3) hours, and shall be held during non-business hours (EEST);
Scheduled software access limitation shall not occur more than one (1) time per calendar month.
The Licensor shall provide the Licensee with one calendar day of unpaid access to the Software for each day where the Licensor does not fulfil the obligation of 90% quality data delivery, provided the Licensee has notified the Licensor about the fact(s) of such non-fulfilment by email: [email protected], within 24 hours following the time the Licensee spots the non-fulfilment.
In case of non-scheduled software access limitations the Licensor shall provide the Licensee with unpaid access to the Software for the period of such non-scheduled limitations.
Limits on Liability
The Licensor is not liable for the software access limitations caused by any defects of equipment operation parameters on a Licensee side, and/or Software malfunction as a result of third parties’ actions beyond the Licensor control, including without limitation, the services of the internet provider. In such a case, the duration such access limitation is not included to the total term of non-scheduled Software access limitation per year.