1. This document defines the Service Description for Qspaces Managed Cloud Solution, The structure is organized as follows:
A. Structure: An overview of the document's purpose, scope, and organization for easy reference.
B. Functional Overview Qspaces cloud managed services and Technical Availability: Description of core functionalities, details of support scope, technical capabilities and uptime guarantees.
C. Support Services and Availability: Outlines the scope of support services, including the channels, response and resolution times, and the availability of support service.
D. Specification of Related Services (if any): Outline of optional and complementary services, including integration capabilities, advanced configurations, and associated SLAs.
2. The Parties may amend the descriptions contained in the following chapters.
01 Structure
02 Glossary
03 Overview: Service Features
04 Overview: Managed Cloud Services
05 Technical Availability
06 Support Services
07 Customer Responsibilities
08 Service Hours & Contacts
09 Scope of Service Responsibility
10 Operational Support Scope
11 Incident Reporting Requirements
12 Classification of Incidents
13 Reaction Times
14 Response Times
15 Resolution Times
16 Service Level Reporting
17 Maintenance Services
18 Service Credits
19 Personal Data & Information Security
20 Harvesting of Customer feedback
21 Classification of Service Change Requests
This section provides an organized framework for the Service Description document, ensuring that all stakeholders can navigate its contents efficiently. It sets the stage for understanding the scope, responsibilities, and expectations outlined in the SLA.
Key components of the structure:
1. The glossary provides definitions for key terms used throughout the document, ensuring consistency and eliminating ambiguity. Each term with a capitalized initial letter is defined as follows:
Pos. | Term | Definition |
---|---|---|
1 | Agreed Availability Time | The total period within a specified timeframe (e.g., monthly or annually) during which the customer's systems, covered by the service agreement, are guaranteed to remain operational and accessible, aligned with the agreed uptime. |
2 | Change Request | A proposal to modify existing systems, processes, or functionalities to address new requirements, resolve issues, or improve performance. |
3 | First Level Support | The organizational unit that acts as the initial point of contact for processing an Incident. |
4 | Force Majeure Event | Extraordinary events or circumstances beyond the control of the Parties, such as a war, strike, riot, crime, epidemic, pandemic. |
5 | Incident | Unplanned interruption or degradation in the quality of the Customer project |
6 | Incident Report | Notice issued by the Customer reporting an Incident to Qspaces. |
7 | Maintenance (Services) | Tasks and activities of Qspaces team to maintain and update the Customer project. |
8 | Planned Downtime | Time frame, agreed between the Parties, in which the Customer project is unavailable due to planned Maintenance Services. |
9 | Reaction Time | Time taken from when an incident or request is logged (created) until a Level 1 (SPOC “Single Point Of Contact”) member acknowledges it. |
10 | Resolution Time | Time taken from the assignment of the incident or request to a specific Qspaces engineer (Level 2) until ticket is resolved. |
11 | Response Time | The duration from when an incident or request is assigned to a Qspaces engineer (Level 2/3) to when actionable work begins on its resolution. |
12 | Second Level Support | The organizational unit within Qspaces responsible for providing in-depth support and resolving issues escalated from First Level Support. |
13 | Service Hours | Defined time frame during which Support Services are available to the Customer. |
14 | Technical Availability | Actual operational uptime of a system or service, as monitored and measured from a technical perspective |
15 | Third Level Support | An organizational unit responsible for resolving complex incidents beyond the scope of Second Level Support, including coordination and collaboration with third-party support systems as necessary. |
16 | Unplanned Downtime | Time frame in which the Customer’s project is unavailable to the users, and which does not qualify as Planned Downtime. |
Table 1: Glossary
Qspaces Managed Cloud Solution offerings provide a comprehensive range of features designed to optimize and secure Customers’ cloud infrastructure and applications. These services are tailored to meet the specific needs of Customer’s business, ensuring maximum uptime, performance, and cost-efficiency. Below are the key features included in Qspaces offerings.
Pos. | Feature | Short Description |
---|---|---|
1 | 24/7 Cloud Monitoring and Alerts | Real-time monitoring of cloud infrastructure and applications with automated alerts for resource utilization and issues. |
2 | Incident Management (L2 & L3) | Rapid response to incidents with both Level 2 and Level 3 expertise for issue resolution. |
3 | Performance Optimizations | Identify and implement configuration adjustments to optimize resource performance and cost. |
4 | Backup and Disaster Recovery | Automated backups, recovery solutions, and disaster recovery planning tailored to Customers' cloud setup. |
5 | Security and Compliance Management | Proactive security checks, compliance audits, and vulnerability assessments across customer’s cloud infrastructure. |
6 | Infrastructure Design Assistance | Provide consulting and technical expertise to design scalable and reliable cloud architectures. |
7 | Cost Management and Reporting | Regular cost analysis and reporting with actionable recommendations to reduce cloud spend. |
Table 2: Qspaces services
Pos. | Feature | Short Description |
---|---|---|
1 | Centralized Monitoring | Unified monitoring across cloud resources with monitoring tools for metrics, traces, logs, and real-time insights. |
2 | Incident and Alert Management | Automated alerting and incident tracking using monitoring tools integrations for real-time notifications and escalations. |
3 | Role-Based Access Control (RBAC) | Secure usage with role-based permissions for accessing and managing dashboards and configurations. |
4 | Log Management | Centralized logging across cloud services , enabling quick troubleshooting and log analysis. |
5 | Custom Metrics and Traces | Collect and monitor custom metrics and distributed traces for advanced application performance insights. |
6 | Real-Time Cloud Security Monitoring | Monitor security threats for cloud accounts and services. |
7 | Integrated Performance Reports | Generate regular performance and availability reports tailored to cloud resource usage (as part of the quarterly business review). |
Table 3: Service Features
Pos. | Feature | Short Description |
---|---|---|
1 | Comprehensive Secret Management | Securely store, access, and manage secrets (e.g., credentials, keys) with encryption, access control, and audit logging, including integration for 3rd party applications. |
2 | Identity and Access Management (IAM) | Manage cloud IAM policies, roles, and permission boundaries for secure and flexible access control. |
3 | Security Monitoring | Detect security threats and anomalies, perform compliance checks, and ensure proactive cloud security. |
Table 4: Security features
Qspaces managed cloud services ensure guaranteed performance, availability, and response times, offering clear metrics for Customers who require a robust, secure, and performance-driven cloud environment.
CORE CAPABILITIES
The foundation of Qspaces Services:
Qspaces’ managed cloud solution provide a robust, scalable, and secure foundation for businesses that require flexible, high-performance cloud solutions. Our core capabilities ensure seamless management, optimization, and support of Customers cloud infrastructure and applications.
Infrastructure Management
Application Support
Workflow Management
Qspaces' core capabilities are the foundation of all our service.
Feature | Service |
---|---|
General Cloud Support | Included |
Infrastructure Scaling & Updates | Priority Handling |
Application Support | Full Support for Standard Apps |
Proactive Monitoring | Enhanced Monitoring & Alerts |
Table 5: Qspaces' core capabilities
Qspaces Managed Cloud Solution is committed to delivering highly reliable and secure cloud management for Customers.
COVERAGE AND SUPPORT LEVELS
Service:
AVAILABILITY COMMITMENT
Qspaces is committed to ensuring reliable and uninterrupted Technical Solution Availability, with availability levels tailored to the selected service tier:
1. Service: Guaranteed 99.95% availability per calendar month, supported by 24/7 monitoring and incident response, with a maximum of 22 minutes of unplanned downtime within a monthly total of 720 hours.
--> Availability is measured as the percentage of total agreed service time during which the cloud infrastructure and management services are operational and reachable.
Factors Considered in the SLA Calculation Formula:
1. Agreed Availability Time: The availability period specified by the service is 24/7 coverage.
2. Unplanned Downtime: Any period of unavailability that occurs outside of scheduled maintenance windows or predefined exclusions.
These factors are used in the following calculation formula: (Agreed Availability Time – (Unplanned Downtime )) / Agreed Availability Time
EXCLUSIONS FROM DOWNTIME CALCULATION
The following situations are excluded from Unplanned Downtime:
RESPONSIBILITIES AND NOTIFICATIONS
All support services provided by Qspaces under this section will be delivered in English.
Qspaces provides a structured, support model that ensures efficient resolution of Customer issues across multiple levels of support. Below is the detailed scope for each support level:
SCOPE OF FIRST-LEVEL SUPPORT (QSPACES SPOC)
The First-Level Support acts as the Single Point of Contact (SPOC) for the Customer to ensure initial incident handling and seamless communication with Qspaces. Responsibilities include:
Incident Management
User Communication
Monitoring and Alerts
SCOPE OF SECOND-LEVEL SUPPORT (QSPACES)
The responsibilities of Qspaces Second-Level Support include:
Incident Management
Escalation Management
Collaboration and Communication
SCOPE OF THIRD-LEVEL SUPPORT (QSPACES AND THIRD PARTIES)
The Third-Level Support provides advanced technical expertise to resolve complex incidents that require in-depth troubleshooting or development-level interventions. This includes both Qspaces and third-party vendors involved in maintaining the Customer’s environment.
Incident and Problem Management
Collaboration and Escalation Management
Infrastructure and Application Support
The Customer must appoint an authorized employee or team as Support team to:
Service Support
Service Hours: 24/7 availability.
Contact Options:
Service Quality at the Transfer Point
All service quality commitments are applicable up to the Transfer Point(s), defined as the boundary where Qspaces’ managed services interface with the Customer’s internal systems, infrastructure, or third-party components. Transfer Points may include, but are not limited to:
Beyond the Transfer Point(s), the following fall outside the scope of this SLA:
Multiple Transfer Points:
If multiple Transfer Points are applicable, they will be explicitly identified in the service agreement or supporting documentation to ensure transparency. Each Transfer Point has its own defined boundaries and responsibilities, as agreed between Qspaces and the Customer.
Service Level Agreement (SLA) Exclusions
The SLA does not apply to activities conducted during preparatory phases, such as:
These phases are considered outside the scope of SLA coverage until the system is formally declared live. Similarly, the SLA excludes activities undertaken in post-operational phases, such as:
Strict SLA commitments, including those related to availability, resolution times, or performance metrics, do not apply to these preparatory or non-operational phases. Additionally, this exclusion extends to Proof of Concept (PoC) solutions that are later transitioned into a productive state.
Inclusion of Minimum Viable Product (MVP)
The SLA explicitly includes the Minimum Viable Product (MVP) phase, provided it has been formally recognized as part of the operational scope and agreed upon by both parties. During the MVP phase:
This ensures that MVP phases are supported appropriately while respecting the operational readiness of the system.
Incident Reporting and Escalation
Customers can escalate issues that breach SLA commitments. Escalation occurs when SLA thresholds, such as response or resolution times, are exceeded. Issues can be escalated from the standard support team to the Service Desk Supervisor or senior management, depending on the severity and urgency of the breach. Customers can initiate escalation by contacting the following points of escalation:
To ensure timely resolution, the Customer is required to report incidents using the designated Qspaces ticketing service or email. Delays in resolution caused by the unavailability of the Customer’s Support team (or contact partners) or incomplete information provided will not count toward Qspaces resolution time commitments.
When reporting an incident, the following information is required:
Detailed Incident Description: A clear explanation of the issue, including observed symptoms and potential impact on services.
Documentation of the Issue: Supporting evidence, such as error messages, logs, screenshots, or notifications, to facilitate faster diagnosis.
Remedial Steps Taken: Details of any measures already attempted by the Customer’s team and the corresponding outcomes.
Customer Contact Information: Contact details of the designated First-Level Support representative available throughout the resolution process.
Technical Environment Details:
Incidents are classified according to their severity into the following priorities:
Impact: Relevant solution or service cannot be accessed or used at all, leading to significant operational disruption.
In the event the Parties cannot reach an agreement about the classification of an Incident, Qspaces shall be entitled to decide the classification in its reasonable discretion.
Also, a high-priority ticket may be re-prioritized to a lower priority level if a temporary solution is implemented by the Qspaces team, effectively restoring partial functionality. For example, if an Incident is initially classified as Critical (P1) due to a complete system outage, and a temporary fix is applied, the ticket may be re-prioritized to Major (P2) until the underlying root cause is fully resolved.
--> For the handling of change or feature requests please see section D.
1. This is the time taken from when an incident or request is logged (created) until a Qspaces Single Point Of Contact (“SPOC”) member acknowledges it. It shows how quickly the Level 1 team reacts to the new issue.
2. The Reaction Times targeted by Qspaces team depend on the Service Levels ordered by the Customer and on priority. The priority depends on the classification of the Incident as shown below on “Table 6”
1. The Response Time is the time taken from the assignment of the incident or request to a specific Qspaces engineer until actual, actionable work begins on resolving it.
2. Upon receipt of a complete and comprehensive Incident Report, Qspaces team shall begin with the analysis and resolution of the Incident within the agreed Response Times. Response Times shall apply only within the agreed and subscribed Service Hours.
3. The Response Times targeted by Qspaces team depend on the Service Levels ordered by the Customer and on priority. The priority depends on the classification of the Incident as shown below on “Table 6”.
1. The resolution times targeted by the Qspaces team refer to the period starting from when an engineer acknowledges the ticket and begins addressing the incident until the defect is resolved or a workaround is provided. Resolution times shall apply only within the agreed and subscribed Service Hours. Qspaces team may choose the form of resolution based on its reasonable discretion.
2. Any time periods during which the Customer fails to provide the necessary cooperation, assistance, or information requested by the Qspaces team regarding the Incident will not be included in the Resolution Time but will instead extend it.
3. The Resolution Times targeted by Qspaces depend on the Service Levels ordered by the Customer and on priority. The priority depends on the classification of the Incident as shown below on “Table 6”.
State | P1 | P2 | P3 |
---|---|---|---|
Reaction | 30 mins | 30 mins | 45 mins |
Response | 2hrs | 4hrs | 8hrs |
Resolution | 8hrs | 12hrs | 1 business day |
Table 6: Reaction, Response, and Resolution Time Chart
Qspaces will report its compliance with the Service Levels on a quarterly basis.
TYPES OF MAINTENANCE
Qspaces is committed to providing the Customer with maintenance services that ensure the efficient operation of the cloud solution. These services include:
Corrective maintenance
Adaptive maintenance
Qspaces will perform adaptive maintenance under the following circumstances:
Evolutionary maintenance
Mandatory Adoption of Maintenance Updates
The Customer must accept maintenance updates, including adaptive and evolutionary releases, to ensure continued support and compliance with the SLA. Refusal to adopt updates or maintenance services will void the support obligations outlined in this Service Level Agreement.
MAINTENANCE PROCESS
Qspaces and the Customer define Maintenance Windows as follows:
Cloud solutions:
Customers utilizing cloud environments are subject to predefined, fixed Maintenance Windows during which Qspaces may perform Maintenance Services:
Regular Maintenance Window: Every Tuesday, 23:00 - 03:00 SGT
Maintenance Notifications and Service Impact
Maintenance Services may occasionally require temporary unavailability of the Customers’ resources. In such cases:
This policy establishes a two-level, hierarchical mechanism to address service level breaches while ensuring customer satisfaction is upheld.
Level 1: Downtime Carryover Mechanism
To secure a fair recognition of SLA breaches, downtime minutes will be carried over and balanced against subsequent months of service. This mechanism allows downtime to average out across a six-month period.
Level 2: Service Credit Quantification
If downtime persists beyond Level 1 remediation, customers are entitled to service credits. These credits will be calculated as a percentage of the managed services fees payable for the hours impacted during the downtime period.
1. Qspaces commits to implementing appropriate technical, organizational, and security measures to safeguard the Customer's personal data against unauthorized access, alteration, disclosure, destruction, or loss. Additionally, Qspaces ensures the security and integrity of both the Customer's project and personal data.
2. Qspaces shall ensure that it implements, follows, and maintains appropriate security controls, consistent with state-of-the-art security standards, to ensure the confidentiality and integrity of Customer Content. Such appropriate security controls are operational and effective throughout the Term. Qspaces shall not downgrade the security configuration of any system processing Customer Content without prior written notice.
Breach Notification and Remediation
In the event of a breach involving personal data or misuse of Customer Content, Qspaces shall adhere to the following protocols:
Exclusions from Responsibility
Qspaces shall not be responsible for security incidents resulting from::
The following process defines how Qspaces manages service change requests related to infrastructure adjustments and service modifications. It applies specifically to changes in the underlying infrastructure and service delivery, not to modifications in the terms of the Service Level Agreement (SLA).
Qspaces shall gather and assess customer feedback through bilateral workshops. The feedback process will cover the following aspects:
To clarify how changes are handled, Qspaces classifies changes as follows:
Commercial Considerations for service Changes:
For any service change request that alters the agreed service commitments or requires additional efforts beyond the defined package, Qspaces shall:
Service Change Request Procedure:
Qspaces shall process all change requests in accordance with the following procedure:
a) Review and Categorization
b) Decision-Making
c) Implementation of Approved Changes
d) Communication of Rejected Changes
e) Customer Feedback and Timeline