amasol klaricore SaaS SLA

1. klaricore SaaS

amasol offers the klaricore product in the “SaaS” deployment option. This refers to the provision of klaricore as software as a service from the cloud.

This document describes the scope of services of klaricore SaaS , the promised service level and the security measures . The scope of services of amasol support for klaricore is described in the “Service Description Support” and must be ordered separately.

1.1 Security

The security concept of amasol klaricore SaaS is based on the following key points:

• Secure klaricore software architecture

• Hosting the services in a secure data center in the EU

• Data storage is encrypted in a data center in of the EU

• necessary communication is encrypted between the klaricore system in the cloud data center and the customer

1.1.1 Secure software architecture

The amasol klaricore SaaS security concept is based on recognized industry standards, such as encrypted communication, prevention of cross-site scripting, firewalls and regular security updates, security scans and vulnerability assessments to ensure data security.

Checks, access controls and secure decommissioning of data storage complete the concept.

1.1.2 Secure data centers

The amasol klaricore SaaS runs on the computing services of the Microsoft Azure Cloud and therefore benefits from Microsoft’s secure data centers, which are certified in accordance with the General Data Protection Regulation (GDPR), ISO 27001, HIPAA, SOC 1 and SOC 2, among others. All data collected on the customer side is transferred to the klaricore cloud servers in encrypted form and processed behind firewalls.

You can find more information on ISO standards and certificates for the Azure Cloud directly at Microsoft: https://learn.microsoft.com/de-de/azure/compliance/ 

1.2 Service Level

amasol provides amasol klaricore SaaS with a monthly availability percentage of at least 99.5%. In the event that amasol does not meet this service commitment, customers will receive a refund in the form of service credits.

1.2.1 Maintenance window

Regular updates of the amasol klaricore SaaS take place monthly, typically on a weekend in the middle of the month, so as not to interfere with the creation of evaluations at the end of the month.

The date, exact time and planned duration of the monthly maintenance window will be announced in advance on the klaricore Service Portal. If additional maintenance windows have to be planned for special reasons, these will be announced in good time on the klaricore Service Portal.

During maintenance, no user access to the amasol klaricore SaaS is available. All data imports and processing will be carried out automatically at the end of the maintenance.

1.2.2 Definition of availability

The “Monthly Percentage Availability” refers to the case where the Customer has unrestricted access to the Services, subject to the exclusions defined under Maintenance Window, and is calculated as follows:

Availability (%) = (M – W – NF) / (M – W) x 100%

M = Total minutes of the
W = minutes maintenance window (planned, accepted downtimes (do not count as “not available”))
NF = Unavailable minutes (unplanned downtime outside the maintenance window)

amasol klaricore SaaS counts as “Unavailable” if no data from all connected data sources is processed and therefore agreed functions of amasol klaricore SaaS cannot be used as intended. Delayed data processing due to planned maintenance announced on the klaricore service portal does not reduce availability within the meaning of this service description.

Interruptions in data collection due to customer-side problems (e.g. errors in the customer’s hardware, software or network connection), disruptions in the customer’s connection to the klaricore service, systemic Internet outages, errors or problems with external APIs from third-party providers or with the customer’s connected applications, other circumstances beyond the reasonable control of amasol or disruptions on the part of Microsoft Azure do not lead to a reduction in availability within the meaning of this service description.

1.2.3 Service credit

Service credits are calculated on the basis of the subscription rate for the environment concerned.

Service credits will not be refunded but offset against the next customer invoice for the service in question. Offsetting against other services is excluded. If there is a service credit balance at the end of the contract, this will be refunded.

Service credits are only granted at the customer’s request. To do this, a support ticket “Request for service credit” must be opened via support@amasol.de with the following details:

• Date and duration of the reported outage

• URL of the affected environment

Log files must be completed on request if necessary. amasol will check the application immediately and inform you of any service credit that may be due. A request for service credit must be reported within 30 days of the occurrence of the fault.