Service Description

1. This Service Description includes the following chapters (A.) Structure, (B) Functional Overview qibb Cloud Platform and Technical Availability, (C) Support Services and Service Levels, (D) Specification of Related Services (if any).

2. The Parties may amend the descriptions contained in the following chapters.

A. Structure of this Service Description and Glossary

Glossary

1) The following terms with capital initial letter shall have the following meaning:

2) In addition to the Definitions set forth in the qibb GTC shall apply.

B. Functional Overview and Technical Availability

Functional Overview - platform

The qibb Platform provides the following features¹⁾:

Flow editor

Dashboard system

Security tools

Functional Overview – Managed Solution 

If you purchase qibb as part of an end-to-end media solution with one of our integration partners, you might have a reduced set of features enabled in your solution. Please refer to the respective service description of your solution. 

Functional Overview – Platinum Support (“Flow Support”)

qibb is used to build Flows and Dashboards with the qibb features. A Flow built with qibb shall be any logical connection of Nodes built within a qibb Flow App. A Dashboard shall be any collection of widgets and connections to underlying qibb Flows.

Under qibb Standard and Gold (see below), qibb does not provide any support for Flows and Dashboards apart from the functions listed under “Functional Overview - Platform” - this is independent of the entity or person that developed the Flow or Dashboard.

However, qibb offers a dedicated “Flow Support” (Platinum Support) for Flows and Dashboards built with the qibb platform. It needs to be proven beforehand, that the issue at hand is caused by the logic built in the Flow - and not by surrounding systems or human errors. qibb Platinum Support only applies if the issue at hand is caused by the logic built in the Flow or Dashboard - and not by surrounding systems or human errors.

Technical Availability

1) System requirements (if any; especially for dedicated deployment) are provided separately.

2) The qibb Platform can be deployed as follows

• Shared Platform-as-a-Service: Environment shared with other customers, managed by Techtriq

• Dedicated Platform-as-a-Service: Environment dedicated to the customer, managed by Techtriq

• Dedicated private Platform: Customer’s private or public cloud infrastructure

3) Techtriq provides a Technical Availability of the qibb Platform of 99.9% per month. The qibb system is considered available when the qibb portal and all major features are reachable. The availability rate shall be calculated as follows:

(Agreed Availability Time – (Unplanned Downtime – Allowed Resolution Time))/ Agreed Availability Time.

The time period during which Techtriq provides the Customer the qibb Platform shall be 719 hours 17 minutes per month ("Agreed Availability Time"). Note that Techtriq can only ensure the Technical Availability for deployments made as Shared Platform-as-a-Service or Dedicated Platform-as-a-Service. For Dedicated private Platform deployments, technical availability can be impacted by the underlying infrastructure.

4) The period from the occurrence of the non-availability of the qibb Platform within the Agreed Availability Time until the expiration of the non-availability is defined as Unplanned Downtime. When determining the Technical Availability or the availability rate, such Unplanned Downtimes shall be disregarded to the extent:

1. Techtriq is not responsible for impairments based on failures and/or malfunctions of technical systems and/or network components outside Techtriq's area of responsibility; in particular:

   1. Failures caused by incoming cyber-attacks. This shall not apply if Techtriq is obligated to use virus protection programs, and these were not state of the art at the time of the cyber-attack;

   2. Failures caused by improper use of software or hardware on the part of the Customer or its End Customer;

   3. failures that have occurred as a result of a third party's services (e.g. installation of security patches);

   4. Force Majeure Events.

2. Maintenance Services agreed with the Customer or unforeseen Maintenance Services required for which Techtriq is not responsible.

5) Techtriq shall perform Maintenance Services as set forth under Maintenance.

6) The Customer shall be obligated to immediately notify Techtriq’s Second Level Support of any Incidents that are apparent to the Customer.

C. Support Services and Service Levels

Language

All Support Services provided by Techtriq pursuant to this chapter C shall be provided in English language.

Subject and Scope of the Support Services

 1) This chapter governs the Support Services and Service Levels provided by Techtriq.

 2) For this purpose, Techtriq offers different Service Levels to the Customer and its End Customer (if any):

• Standard Support: Basic Response Times within regular Service Hours

• Gold Support: 24x7 Service Hours and stricter Response Times and Resolution Times

• Platinum Support: 24x7 Service Hours and stricter Response Times and Resolution Times (“Flow Support”)

 3) All details refer to the quality of service at the Transfer Point. Impairments in data transmission from the Transfer Point to the Customer and/or in the area of the Customer's infrastructure shall not be considered.

4) All Support Services shall be provided exclusively for the operational usage of the qibb Platform. They do not apply to the preparatory phases of implementation (including testing and ramp-up) prior to or after operational usage for which there is no strict availability or resolution commitment.

Service Hours

The Customer may contact Techtriq to request support or file an Incident Report during the applicable Service Hours. The Service Hours are based on the Service Levels agreed in the Order Form.

Standard Support

Service Hours:

Monday to Friday, 9:00 am – 6:00 pm CET/CEST (except public holidays in Cologne)

The following options for submitting support requests are available to the Customer:

• Creation of a support ticket on the Techtriq’ support platform: https://qibb.atlassian.net/servicedesk or http://servicedesk.qibb.com

Gold Support

Service Hours:

24x7

The following options for submitting support requests are available to the Customer:

• Creation of a support ticket on the Techtriq’ support platform: https://qibb.atlassian.net/servicedesk or http://servicedesk.qibb.com

• By telephone:

  • To inform Techtriq about an incident outside of the business hours (Monday to Friday, 9:00 am – 6:00 pm CET ) customer is required to call the following number +49 221 9156570 

  • Only in case of SLA breach, to start the escalation process, customer can contact the service supervisor by calling the following number +49 151 55059486

Platinum Support (“Flow Support”)

The same details as under “Gold Support” apply. Additionally, the team will support debugging Flows and Dashboards built with qibb - e.g. by the qibb team, a customer, or a 3rd party. (See Functional Overview - Platinum Support (“Flow Support”))

Support Services 

Techtriq shall provide Support Services to the Customer during the Service Hours as Second Level Support which consists of technical advice and technical assistance in the use of the qibb Platform.

This Second Level Support shall include, in particular:

• The Second Level Support processes Incident Reports from First Level Support that the First Level Support cannot resolve independently.

• The main objective of the Second Level Support is to restore the defined operating status of the qibb Platform as quickly as possible.

• If necessary, Second Level Support will request support from Third Level Support (development).

• If it is not possible to eliminate the cause of the incident, the Incident is passed on and escalated to problem management for further processing. 

The Customer shall appoint an authorized employee as First-Level-Support vis-à-vis Techtriq, who is authorized to contact Techtriq with regard to receiving Support Services, and who will be available to Techtriq as a contact person to the extent necessary for the duration of the Incident. 

Incident Reports

1) The Customer undertakes to report all relevant Incidents. The Customer shall report Incidents through the First-Level-Support via the ticketing service. Delays in resolving Incidents caused by non-availability of the First-Level-Support for questions and clarifications shall be deducted from the Resolution Times. 

2) The Customer is obliged to provide all necessary additional information when reporting the Incident, to include as a minimum:

• a precise description of the Incident,

• a copy or screenshot of the Defect notification (if any),

• a description of the measures/attempts already taken to remedy the Incident, and respective results,

• the contact details of the Customer's First-Level-Support available for the duration of the Incident,

• the location, interfaces, and data formats in which the Incident has occurred,

• software components and applications as well as affected services that belong to the Customer.

Classification of Incidents

1) Incidents according to their severity into the following priorities:

• Critical: A system failure where a major feature of the qibb Platform (see chapter B) is non-operational and there is no existing workaround.

• Major: A system failure that results in a) a major feature of the qibb Platform (see chapter B) to no longer operate as described and a workaround exists, b) a substantially degraded performance of a major function, c) in >2 minor features to no longer operate and there is no existing workaround.

• Minor: A system failure that results in a) minor features to no longer operate, b) a slightly degraded performance.

2) In the event the Parties cannot reach an agreement about the classification of an Incident, Techtriq shall be entitled to decide the classification in its reasonable discretion.

3) Please note that Flow Support (Functional Overview - Platinum Support) for Flows and Dashboards built with qibb by someone other than the qibb team is not classified as an incident at all. Support will be delivered on a best-effort approach.

Response Times

1) The Response Time is the time span between the time when Techtriq receives the Customer's complete and comprehensive Incident Report and confirms such receipt and the time when Techtriq reacts or the first contact takes place.

2) Upon receipt of a complete and comprehensive Incident Report, Techtriq 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 Techtriq depend on the Service Levels ordered by the Customer and on priority. The priority depends on the classification of the Incident:

Resolution Times

1) The Resolution Times targeted by Techtriq are the time span between the time when the Customer fully reports an Incident and the time when Techtriq eliminates the Defect or provides a workaround for the Incident. Resolutions times shall apply only within the agreed and subscribed Service Hours. Techtriq may choose the form of resolution based on its reasonable discretion.

2)Any time periods during which the Customer does not provide the necessary cooperation and assistance as requested by Techtriq or does not provide information with respect to the Incident will be not counted towards the Resolution Time but added to the Resolution Time.

3) The Resolution Times targeted by Techtriq depend on the Service Levels ordered by the Customer and on priority. The priority depends on the classification of the Incident.

Note that for private dedicated deployments, resolution times can be heavily impacted by the underlying infrastructure. Techtriq might not reach resolution times in these cases.

Service Level Reporting 

Techtriq will report its compliance with the Service Levels on a quarterly basis (no later than the fifth business day of a calendar quarter).

Maintenance Services

Maintenance types

1) Techtriq undertakes to provide the Customer with economically appropriate Maintenance Services for the qibb Platform. The following Maintenance Services are included:

• Corrective maintenance

  • Resolution of Incidents by way of providing existing solutions for Defects or workarounds for Incidents

• Adaptive maintenance
  Techtriq shall perform adaptive maintenance if one of the following events occurs:

  • risk to the general operating state of the qibb Platform (especially in the context of IT security)

  • changes to applicable laws 

• Evolutionary maintenance

  • updates

  • product maintenance, including certain major Releases provided to its customers, subject to prior notice and to a schedule developed and communicated by Techtriq.

2) The Customer is not entitled to refuse Releases for adaptive and evolutionary maintenance services. If the customer refuses maintenance services, the support as described under this Support and Service Level does not apply.

Maintenance process

1) Techtriq and the customer define Maintenance Windows as follows:

• Shared Platform-as-a-Service: Customers receive fixed regular Maintenance Windows during which Maintenance Services may be executed. The fixed regular Maintenance Windows for shared environments are as follows.

  • qibb Shared Platform-as-a-Service Europe
    portal.platform.qibb.com: Every Thursday: 20:00 - 21:00 UTC (22:00 - 23:00 CET / CEST)

  • qibb Shared Platform-as-a-Service Oceania
    portal.oceania.qibb.com: Every Thursday: 13:00 - 14:00 UTC (15:00 - 16:00 CET / CEST)

  • qibb Shared Platform-as-a-Service US
    portal.us.qibb.com: : Every Thursday: 14:00 - 15:00 UTC (16:00 - 17:00 CET / CEST)

• Dedicated Platform-as-a-Service: The Customer and Techtriq agree on regular Maintenance Windows in writing (e.g. per e-mail) in which Maintenance Services may be executed.

  • Fix regular Maintenance Windows: Weekly 30 minutes regular maintenance windows for small qibb update or patches.

  • Individual Maintenance Window (if needed): Monthly 60 minutes maintenance windows for qibb upgrade and changes.

• Dedicated private Platform: The Customer and Techtriq agree on regular or individual Maintenance Windows in writing (e.g. per e-mail) in which Maintenance Services may be executed.

  • Fix regular Maintenance Windows: Weekly 30 minutes regular maintenance windows for small qibb update or patches.

  • Individual Maintenance Window (if needed): Monthly 60 minutes maintenance windows for qibb upgrade and changes.

2) Maintenance Services can lead to the qibb platform being temporarily unavailable. Maintenance Services that might lead to temporary unavailability will be announced to the Customer’s contact person as early as possible, but at least one week in advance and by e-mail.

3) If a Maintenance Service is announced, resulting unavailabilities do not count into the calculation for Service Credits below.

Service Credits

1) In the event of a Defect that has not been remedied within the Resolution Time, the Customer is entitled to request Service Credits to be set off against future payments of Fees in accordance with the following provisions:

• For each business day for which an Incident classified as “Critical” persists, the Customer is entitled to Service Credits equal to 10% of the monthly Fee.

• For each business day for which an Incident classified as “Major” persists, the Customer is entitled to Service Credits equal to 5% of the monthly Fee.

However, the maximum amount of Service Credits payable per calendar month is 30% of the monthly Fee.

2) Service Credits are not applicable in a private dedicated qibb platform if the incident cause is not clearly attributable to the qibb software.

3) The above provisions shall apply conclusively regarding non-compliance with the Resolution Times. The amount of Service Credits shall be offset against any compensation for damages.

Personal Data and Information Security

1) Techtriq undertakes to take appropriate technical and organizational measures and security measures in order to protect the Customer’s personal data against unauthorized access, deterioration, disclosure, destruction, or unauthorized loss, and to maintain the security and integrity of the qibb platform and the Customer’s personal data. The details are outlined in the DPA concluded between the Parties.

2) Techtriq 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. Techtriq shall not downgrade the security configuration of any system processing Customer Content without prior written notice.

D. Service Description Related Services

Deployment of the qibb Platform

The parties agree in the Quotation and Order process, whether Techtriq shall deploy the qibb Platform. The deployment comprises the following tasks and activities: 

1) Scope of the Related Service for Shared Platform-as-a-Service

• Public cloud deployment – Techtriq account - multiple customers on the infrastructure - fully managed by Techtriq (includes infrastructure)

2) Scope of the Related Service for Dedicated Platform-as-a-Service

• Public cloud deployment – Techtriq account - one customer on the infrastructure - fully managed by Techtriq (includes infrastructure)

3) Scope of the Related Service for Dedicated Private Platform:

• Public cloud deployment – Customer account - fully managed by Techtriq (includes infrastructure)

• Private cloud /on-premises deployment – Customer infrastructure - fully managed by Techtriq (includes infrastructure)

• Public cloud deployment – Customer account – only infrastructure (including managed K8s layer) managed only by Customer – platform managed by Techtriq (requires managed Kubernetes)

• Private cloud /on-premises deployment – Customer infrastructure - only infrastructure (including managed Kubernetes layer) managed by Customer – platform managed by Techtriq (requires managed Kubernetes)

Additional Features

1) Harvesting of customer feedback

In bilateral Workshops, Techtriq shall harvest customer feedback:

• Description of the requirement from a customer perspective;

• Description of business impact and implications (if solved and not solved);

• Description of the missing/required additional Feature.

2) Review, Analysis, and Decision

Techtriq shall process every Feature Request as follows:

• Techtriq shall review and analyze the Feature Request based on a categorization into common ideas, trends, a broader view on innovations, or similar

• Decision on roadmap inclusion yes/no ➜ if yes, the definition of Feature Request and integration in roadmap planning (together with Development)

• Responding to customer ➜ feedback on acceptance/rejection and if accepted, a rough timeline (no guarantee) 

¹⁾ All features designated with * shall be deemed as major features.

²⁾ Customers with subscriptions other than “qibb Ultimate” will have a subset of these features