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SYSTEM AVAILABILITY
Origami’s software-as-a-service (the “Service”) will be available 99.9% of the time, excluding unavailability as a result of any Excluded Event (the “Availability Requirement”). In normal circumstances, Origami will schedule downtime between 8:00 PM Central Time and 1:00 AM Central Time with an aim for such downtime to occur over the weekend.
“Excluded Event” means (i) scheduled maintenance windows of which Client is notified at least 24 hours in advance and which occur outside of normal business hours; (ii) scheduled repairs of not more than two hours duration in any one week period of which Client is notified at least four hours in advance and which occur outside of normal business hours; (iii) critical repairs including security updates where advance notice cannot be reasonably provided; (iv) interruptions caused by transmission errors, Internet service providers, vandalism, user error or other factors beyond Origami’s or its direct service providers’ reasonable control; or (v) interruptions caused by any act or omission of Client (including any employee, contractor, agent, customer, investor, consultant or third party user of Client or any of Client’s affiliates who uses or accesses the service), including any failure or delay in the performance of its obligations or failure of Client’s equipment or non-Origami software. The Availability Requirement applies only to the Service’s production environment and not to the Service’s staging environment.
Service Credits:
Any Excluded Event and any unavailability of the Service that does not constitute a failure of the Availability Requirement set forth in such Service Level Agreement shall not constitute a breach of the Agreement. In the event there is a failure of the Service to meet the Availability Requirement as measured over the calendar month (a “Service Level Failure”), then Client shall have the following sole and exclusive remedy: Origami will provide Client with a service credit on the next annual invoice equal to the pro-rated charges for one (1) full day of the affected services (e.g., 1/30 of the monthly fee, assuming a thirty (30) day month) for each day during which there was a Service Level Failure in such calendar month (a “Service Credit”).
If Client believes that it is entitled to receive Service Credits, Client shall notify Origami in writing within seven business days after the applicable calendar month with a description of the Service Level Failure and the date and time of such Service Level Failure. If Client does not notify Origami within such timeframe, then Client shall be deemed to have waived all claims with respect to such Service Level Failure (but not to any future Service Level Failure). Origami will make all determinations regarding Service Credits in its reasonable discretion.
For any given month, Client shall in no event be entitled to receive a Service Credit that exceeds 100% of its monthly license fees for such month.
Backup and Recovery
Origami currently backs up transactions every 15 minutes via incremental backups. A differential database backup is performed nightly and a full backup is performed weekly. Backups are stored off site via Amazon S3, which has multiple redundancy and 99.999999999% durability and 99.99% availability of objects over a given year. Periodic database restore tests are performed to validate that backups are valid. Origami retains weekly backups for a minimum of six months.
NOTICES
Two email subscription options are available to each user of the Service. These determine the type of communication that they will receive from Origami.
In addition, any user of the Service can visit http://status.origamirisk.com/ to view the current system status.
SERVICE REQUESTS
Origami will respond to urgent incidents or issues within the following time frames:
Upon receipt between 7:00 AM Central Time and 7:00 PM Central Time of a level P0 or P1 Service-related incident or issue (see Table 1 “Incident Severity Level Definitions”), Origami will respond within the time frames as indicated in Table 2 “Incident Response Times”. Client shall first attempt to submit P0 and P1 Service-related incidents or issues through Origami’s case management portal (“Portal”). If Client is unable to access the Portal, Client may submit such incidents or issues via Origami’s support email, currently support@origamirisk.com with the word “Urgent” in the subject line. It is important to note that these response times represent our initial acknowledgment and engagement.
Table 1: Incident Severity Level Definitions
Table 2: Incident Response Times