1. Introduction 

redSling is a revolutionary PaaS, an advanced next-generation No-Code platform designed to build applications and transform enterprises. With freedom of design and creativity at its core, redSling’s full-stack interactive No-Code builder enables users to build composable scalable web and mobile enterprise applications at high speed. 

This SLA is limited to the development environment of redSling and does not extend to the live environment. As redSling is “platformless” (i.e., no runtime components of redSling is in the live environment), the impact on live application runs is nil other than the ability to create Docker images in a timely manner should there be any update required. 

2. General 

This Service Level Agreement (SLA) describes the package of agreements made between Supplier and User of redSling, as made available by the Supplier in a Platform as a Service (PaaS) model, and the service levels that apply as such. 

2.1 Intention of the SLA 

This SLA clarifies the agreements set between Supplier and User regarding redSling. 

2.2 Term and Termination 

The duration of this SLA is linked to the term of the signed license agreement of which this SLA is part. This SLA is valid and applicable only if the User has a valid redSling License. This SLA will be extended or terminated in accordance with the User’s redSling License agreement. 

2.3 Penalty Clause 

This agreement does not include a penalty clause. 

2.4 Costs 

This SLA is offered free of charge by the Supplier as part of the redSling License which the User is contracted to. In case of special requirements by the User, additional charges may apply, based on separate price quotes or agreements to be signed by the Parties.

3. Release Management

Release management includes the further development of new functionalities in the software, corrective application maintenance (bug fixing), and availability of the latest optimally working version of the software. 

3.1 New Releases 

The Supplier aims for constant product improvement and innovations and strives to release new versions regularly. The provision of new functionalities and bug fixes are the responsibility of the Supplier. New versions will be made available at times chosen by the Supplier. If user impact is expected, a notification about a new release will be provided by the Supplier to the User in a timely manner. 

3.2 Impact of New Releases 

The Supplier has the right to add new, and implement existing redSling functionalities in future versions differently, while continuously supporting the functionality of existing redSling Projects. 

The Supplier is obligated to inform the User if a significant impact on existing redSling projects is expected as a result of changes in redSling functionalities. If necessary, the Supplier, based on a best-effort basis, will actively support the maintenance of existing features within redSling Projects. In such cases, the Supplier will actively communicate with the User to seek a solution. However, the Supplier retains the right to take the lead in the implementation of the solution.

4. Services

4.1 Support Desk 

The Supplier's support desk can be contacted for all incidents related to the functioning of redSling. A ticket can be submitted on a 24/7 basis, and a representative will respond to the ticket according to clause 5.3. 

4.2 Third-Party Dependencies 

redSling depends on the supply chain of third parties who provide services supporting the redSling Platform (e.g., Microsoft AWS, MongoDB, etc.). Tickets involving the responsibility of redSling supply-chain or redSling Partners will be handled by the supply chain and in accordance with their SLAs. 

4.3 Further Developments 

Further development is performed on the last published redSling version. No further development will be committed on previous versions. 

4.4 Support Desk Services 

The User is entitled to support from a support desk within the frameworks set out in this document. The support desk provides support for corrective, adaptive, and preventive maintenance to ensure proper functioning of the latest version of redSling. 

4.5 Operational Management 

The Supplier is responsible for the operational management of redSling and its supporting infrastructure. This includes: 

• Active monitoring of the operational status of redSling 

• Supply and installation of upgrades and patches of (system) software necessary to guarantee the availability and safety of redSling 

• Optimization and necessary maintenance on, and replacement of (parts of) the infrastructure 

• Solving infrastructural problems 

• Monitoring storage and processing capacity of the infrastructure and identifying potential capacity problems 

• Signaling trends, common problems, their interconnections and causes 

• Providing security 

• Scheduled and emergency maintenance tasks 

• New features 

4.6 Availability of redSling 

As redSling is a development PaaS environment that is “platformless” (i.e., no runtime components of redSling in Live environment), the impact on live application run is nil other than the ability to create Docker images in a timely manner should there be any update required. Development platform will be highly available except for any scheduled minimal downtime which will be notified to users as appropriate.

5. Incident Management

5.1 Service Times and Availability 

The Supplier can be reached for support requests 24x7. Processing of support requests is available on workdays local time unless agreed to otherwise. 

5.2 Incident Registration 

A description of a finding is required to contain at least the following information: 

• A description of the finding 

• The type of finding (e.g., downtime, disfunction, feature not working as expected etc) 

• Urgency of the matter reported 

• The way in which the finding can be reproduced 

• Screenshot (if applicable) 

• Recovery actions that already have been taken and the result thereof 

• Other relevant information 

5.3 Impact & Response Times 

When dealing with malfunctions with a technical cause, the following times and service levels are maintained: 

Priority	Impact	Description	Response Time
1	High	redSling is not available at all (builder, preview, deployment for Docker image generation) or urgency due to Docker image generation impact	2 hours
2	Regular	redSling is partially unavailable (builder, preview, deployment for Docker image generation) or severe feature impact or Docker image generation impact	8 hours
3	Low	Functionality impact of redSling features	3 business days

 

Impact severity determines the time window within which the Supplier will respond to the reporting of an incident. 

5.4 Resolution 

The Supplier will make every effort to repair all defects that have an impact on the User and were reported by the User or identified by the Supplier, as long as the issue is related to Supplier. In case the incidents relate to the supply chain (e.g., User running on a private cloud like Azure or AWS), Supplier will be in contact with the supply chain to ensure every effort is made to repair all defects that have an impact on the User and were reported by the User or identified by the Supplier. The Supplier reserves the right to set priorities regarding the repair of the incident and is permitted to resolve the reported incident by offering the User a workaround, if applicable. 

5.5 Availability of Resources 

The Supplier assumes that the supply chain partner (e.g., AWS) and User will exert every effort to make all necessary resources available for solving reported malfunctions. 

5.6 Refusal of Incident Responsibility 

The Supplier reserves the right to refuse to carry responsibility for a malfunction if the nature of this malfunction is beyond the scope of this document or if the User License for the use of redSling and/or the supply chain is not valid. 

5.7 Return of an Incident 

If the information provided by the User is insufficient for the Supplier to make a diagnosis, the Supplier reserves the right to return the notification with the request for more information. If the User does not provide sufficient information or does not respond within up to three approaches, the incident will be closed and a notification will be sent to the User. 

5.8 Signing Off an Incident 

As soon as redSling Support has resolved the issue, Support sets the status of a ticket to "Resolved". In that state, Customers can either "Accept and Close" the issue or "Decline and Re-assign" the ticket to continue support. 

In case an incident is resolved, the following information is reported to the User by the Supplier: 

• The ticket number under which the incident is registered by the Supplier 

• The date and time of resolving the incident 

• The way the incident has been dealt with 

• The reason for resolving the incident 

• The person responsible for the closure of the incident 

• Preconditions for redSling Software Application Maintenance 

The Supplier is not obliged to provide maintenance services regarding errors and/or incidents arising due to: 

• Using redSling, or connecting redSling with other software or equipment, in a manner not described in the accompanying documentation or a manner not permitted under this agreement and/or the license agreement 

• Intentional incorrect usage of redSling, whether by the User or not 

• Input errors or errors related to the data used by the User 

If one of the cases as described under (a) to (c) occurs, the Supplier is free to identify faults, make diagnoses, and/or solve them. In such cases, a charge might apply according to the specific occasion. 

6.1 Exclusions 

Maintenance services under this agreement do not include: 

• Services related to system configurations, hardware, and networks of third parties not hired by the Supplier 

• Network connections, internet supply defaults, Customer Data, servers, burglaries, or attempted burglaries by third parties 

• Structural work such as defining layouts, overviews, import definitions, and links with third-party software 

• Support on location 

• Services regarding external databases of producers other than those of the Supplier 

• Installation, configuration, training, or other services not explicitly described in this agreement 

• Maintenance or support for (operating) software from producers other than the Supplier 

• File repairs, for which the cause of issues cannot be attributed to the software of the Supplier 

 

7. SLA Agreement 

 

This SLA serves as an agreement between the Supplier and the User, detailing the terms and conditions for the provision and support of the redSling platform. The Supplier and the User hereby agree to the terms outlined in this document. 

 

Signatures 

 

Supplier:   

[Supplier Representative Name]   

[Supplier Representative Title]   

[Supplier Company Name]   

[Signature]   

[Date]   

 

User:   

[User Representative Name]   

[User Representative Title]   

[User Company Name]   

[Signature]   

[Date]