IREX-Hosted
IREX runs the platform, so the whole SLA applies: the 99.5% monthly availability standard with service credits, the termination right and the response times of the support package purchased.
One Service Level Agreement for the Whole Platform
IREX ships every capability under one contract and one SLA. It is written into the IREX SaaS Agreement and makes two commitments: how much of each calendar month the hosted platform is available and how quickly IREX responds when an issue is reported.
99.5%
Monthly Availability, IREX-Hosted
1 h
Premier Response to an L1 Issue
4 h
Standard Response to an L1 Issue
24×7
Health Monitoring under Premier
What It Is
Two Commitments, One Agreement
The availability standard covers IREX-hosted software: IREX uses commercially reasonable efforts to keep it available 99.5% or more of every calendar month and adds service credits to the license term when it falls short. The support response times cover every deployment: each reported issue gets an initial response within a time set by its severity and by the support package, Standard or Premier.
Both are written into the IREX SaaS Agreement, availability in the body and response times in the Support Terms exhibit, so they are signed with the license rather than negotiated afterward. Because every analytics module ships on the same platform, there is no separate SLA per module.
An SLA is only as useful as its exclusions are clear, so this page also sets out what does not count as downtime and what IREX needs from the customer to meet a response time.
The Numbers
How the Commitments Are Measured
Availability, Measured Each Calendar Month
Availability is calculated per calendar month for IREX-hosted software. When it falls below 99.5%, the customer receives 5 days of service credit, added to the end of the license term; below 99.0%, 10 days; below 90.0%, 15 days. If availability stays below 90% for three consecutive months, or for any five months in a twelve-month period, the customer may terminate the agreement with a pro-rata refund of prepaid fees for the remaining license term.
Response Times, Set by Severity
Every issue is classified from L1 to L4 by its impact on production, meaning an instance actively used by the customer’s business users rather than a test or staging system. Production issues at L1 and L2 take priority. The commitment is the initial response: the first communication from IREX acknowledging the issue, after which IREX works to resolve it or provide a workaround. Premier Support shortens every response time and adds weekend coverage for L1 and L2 escalations.
Exclusions
What Does Not Count as Downtime
An outage is time the hosted software is unavailable for a reason within IREX’s control. Five kinds of unavailability fall outside the calculation and one kind of feature falls outside the standard.
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Notified Planned Maintenance
A maintenance window announced at least two business days in advance. Emergency changes do not require that notice. Upgrades are coordinated with the customer: the release contents are shared, the window is agreed and users are told what to expect.
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Force Majeure
Events outside either party’s reasonable control, as the agreement defines them.
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Customer Action or Inaction
Unavailability caused by something the customer did, or did not do.
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Customer Systems
Events arising from the customer’s own systems or websites.
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Internet and ISP Outages
The failure of an internet service provider, or any internet outage outside IREX’s control.
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Features Identified as Beta
The availability standard does not apply to a feature or service that IREX identifies as beta.
Where It Applies
The Same Support, Whoever Runs the Servers
Customer-Hosted
The Private Cloud runs on hardware and networks the customer controls, so the hosted-software availability standard does not apply as written. The support response times do and availability terms for the deployment are agreed per project.
Partner-Delivered
Where a local partner delivers the project, the SLA and the support escalation path stay with IREX. The partner may cover first-line, local-language support for end users.
Severity Levels
Response Times in Detail
| Level | Business Impact | Typical Characteristics | Premier | Standard |
|---|---|---|---|---|
| L1 | Urgent: production prevented from operating, many users blocked, no workaround | System hangs or crashes, critical functionality unavailable, data loss or corruption, impact escalating quickly | 1 hour | 4 hours |
| L2 | High: a major issue severely affecting production | Significant performance degradation, important functionality unavailable, a small number of users blocked, impact escalating | 2 hours | 8 hours |
| L3 | Normal: partial or non-critical loss of functionality in production | Some functions unavailable, minor performance degradation, a small number of users affected, impact not escalating | 8 hours | 16 hours |
| L4 | Low: a non-production issue, or a question, request or comment | Incorrect behavior with no impact, a product question, a feature request or a documentation issue | 24 hours | Next business day |
Coverage Hours
Both packages include business-day coverage, Monday to Friday, 8am to 4pm Central European Time, and 24×5 weekday coverage. Premier Support adds weekend coverage for L1 and L2 escalations, from Friday 4pm to Monday 8am Central European Time, and 24×7 deployment health monitoring, which depends on VPN connectivity to the deployment site.
Response and Resolution
A response time is measured to IREX’s first communication acknowledging the issue, by phone, email or otherwise. Resolution follows: a fix, a workaround, the information that corrects the issue, or confirmation that it is a known issue or is corrected by a newer release. Resolution depends on the nature of the issue and on the customer’s cooperation, so the SLA commits to response times rather than fixed resolution times.
Outside the SLA
Support covers the latest official release and the previous major build. It does not extend to misuse or misconfiguration, hardware or software IREX has not recommended, third-party integrations and plug-ins, or professional services such as system design and custom integration, which are contracted separately. The full scope is in the Support Policy.
The Customer’s Side
What Keeps a Response Time Meaningful
- Report each issue promptly, with the error messages, the actions that led to it, the steps to reproduce it, what has been tried and any relevant log files.
- Name designated support contacts who know the deployment well enough to work an issue through with IREX engineers.
- Work through the published troubleshooting procedures in the documentation first and confirm whether the issue is reproducible.
- Provide the access an issue needs, including remote access where it is necessary, and a technical representative when IREX asks for one.
- Take a verified backup before IREX performs remedial or upgrade work on customer systems.
- Keep the deployment on the latest official release or the previous major build, the two releases support covers.
FAQ
What does the IREX SLA cover?
Two things. An availability standard for IREX-hosted software, 99.5% or more of each calendar month with service credits when it is missed, and initial response times for support issues, set by severity from L1 to L4 and by the support package, Standard or Premier.
How is availability measured?
As a percentage of each calendar month during which the hosted software is available. Time lost to notified planned maintenance, force majeure, the customer’s own actions or systems and internet or ISP failures outside IREX’s control is not counted as downtime.
What happens if IREX misses 99.5%?
The customer receives a service credit, added as days to the end of the license term: 5 days below 99.5%, 10 days below 99.0% and 15 days below 90.0% in a calendar month. Service credits are non-transferable and are the customer’s sole and exclusive remedy for an outage.
Can we terminate if availability stays low?
Yes. If availability is below 90% in a month for three consecutive months, or for any five months in a twelve-month period, the customer may terminate the agreement and receive a pro-rata refund of prepaid fees for the remaining license term.
Does planned maintenance count against availability?
Not when the window was notified at least two business days in advance; emergency changes are the exception to the notice period. Upgrades are coordinated rather than imposed: IREX shares what a release contains, agrees the window with the customer and repeats the documented functionality tests afterward.
Does the 99.5% apply if we host the platform ourselves?
Not as written. The availability standard is defined for IREX-hosted software, while a customer-hosted Private Cloud runs on hardware and networks the customer controls. The support response times apply to both and availability terms for a customer-hosted deployment are agreed per project.
Is a response time the same as a fix time?
No. The response time runs to IREX’s first communication acknowledging the issue. IREX then works to resolve it or provide a workaround and the time that takes depends on the issue and on the customer’s cooperation, so resolution times are not a fixed contractual commitment.
What makes an issue L1?
An urgent issue on a production system that prevents business operations: a large number of users cannot work and there is no workaround. System crashes, critical functionality going down and data loss or corruption are typical. A test or staging system is never production, so its issues are L4.
What does Premier Support change?
Every response time is shorter: one hour for L1 and two for L2, against four and eight under Standard. Premier also adds weekend coverage for L1 and L2 escalations, 24×7 deployment health monitoring, direct access to the senior support team and development-team priority. It is priced per software instance per year.
Do the analytics modules have separate SLAs?
No. Every analytics module ships on the same platform under one contract, one SLA and one upgrade path.
If we buy through a partner, who stands behind the SLA?
IREX. Under a partner-led delivery the SLA and the support escalation path stay with IREX; the local partner may cover first-line, local-language support for end users.
Can the SLA be negotiated?
The terms on this page are the standard. A project that needs a different availability target can raise it during procurement; IREX engineering and legal confirm any such target before it is offered.
Read the SLA Before You Sign
The SLA is part of the agreement and we would rather walk your legal and operations teams through it before signature than after an incident.