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      Definitions

      Apty Client  Apty Client is an extension or a code snippet with multi-browser compatibility, offering a robust functionality for running Workflows and laying instructional elements such as Tooltips and Announcements over any hosting web application. The Apty Client displays instructions and guides users through the application; therefore, helping them accomplish their actions. The Apty Client is displayed as a widget based on the designated position on the screen of the hosting application.
      The Apty Client retrieves instructions directly from the Admin Console and caches them for a limited time to allow seamless guidance.
      For more info refer to: Browsers Supported
      Apty Studio Apty Studio is an application that connects to a browser and interacts with elements of the hosting application to create Workflows and other instructional materials (Tooltips, Validations, Announcements, etc.). Editor allows a user to select the elements in the hosting web application and provide navigational or educational instructions for that element. Apty Studio provides a robust mechanism for identifying the web pages and starting context-sensitive Workflows.
      Coverage Period (CP) The period of time during which System Availability is measured. Coverage Period is equal to thirty days, expressed in aggregated number of minutes, unless stated otherwise. 
      Excused Downtime

      The service commitment does not apply unavailability, suspension or termination to the extent caused by:

      • factors outside of Apty's reasonable control, including any force majeure event, limited Internet access or related problems beyond the demarcation point of Apty;

      • any actions or in actions of Customer or any third party;

      • Apty's suspension and/or termination of Customer’s right to use the Apty platform; or

      • any planned or maintenance that Apty performs on the Apty Editor on Saturdays and Sundays (GMT), as well as any periods of shutdown necessitated by emergency maintenance. Customers will be informed of planned maintenance at least one week in advance both by an email announcement to active admin users.

      Downtime

      The system is not available to end users or administrators.

      Potential System Availability (PSA)

      		 The amount of time that the Apty Client and Editor (and its Services) should be available in each Coverage Period (CP). For example, the Potential System Availability in November would be calculated in minutes such as 30 days x 24 hours x 60 minutes or 43,200 minutes. This is excluding Periods of Excused Downtime.
      System Availability (SA) / System Availability Percentage (SAP) The amount of time that the Apty Client and Studio (and its Services) should be available in each Coverage Period (CP). For example, the Potential System Availability in November would be calculated in minutes such as 30 days x 24 hours x 60 minutes or 43,200 minutes. This number is calculated is excluding Periods of Excused Downtime.

       

      Apty Client and Studio Availability Measure Standards
       Apty Client and Studio Availability Measure Standards  99.95%
       Apty Studio/back office availability  99.9%

       

      Business Impact and Response Time Agreement

      Priority

      Description

      First Response Time

      Critical
      • Business operations are halted.
      • Defect with one or more of the below characteristics occur and there is no workaround:
        • System data is corrupted or unavailable.
        • System hangs indefinitely or there is severe performance degradation, causing unreasonable wait times for resources or response as if the System is hanging.
        • A main system function supporting a business-critical process has failed, and the System functionality is limited such that critical business processes are halted.
        • System crashes repeatedly.
        • System has been accessed by an outside entity or obvious defacement of content.

      2 Business Hours

      High
      • Critical defect; however, there is a workaround.
      • System is usable; however, an essential component is malfunctioning.

      4 Business Hours

      Medium
      • Non-critical bug or issue with a workaround.
      • System is operative with some limitation on minor functions, or minor batch functions are inoperative.

      1 Business Day

      Low

      • Routine requests such as "how to" requests, Apty function or business use questions, validation of new functionality.

      • Minor mismatch of the specification or aesthetic aspect of the System which does not impact the usability or effectiveness.

      • New functionality or feature requests.
      		 3 Business Days