SaaS Listing Runscope

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1 SaaS Listing Runscope 1. Introduction This document provides standards and features that apply to the Runscope SaaS offering provided to the Customer (the Service ) and defines the parameters for the offering that pertain to the following: Service and Support Billing Metric Data Location Information Data Use Data Backup and Storage Monthly Request Limit User Limit Service Level Availability (SLA) Method of Measuring SLA Service Level Credits Service Termination The definitions set out in the Agreement will apply to this SaaS Listing document, however, sections of the Agreement titled SaaS Support, Security, and Customer Data are superseded by the terms herein. 2. Service and Support The Services are tools for testing, monitoring, and introspection of HTTP-based web service APIs. The Services includes use of installable software agents for performing services for HTTP web service APIs not available on the public internet. CA Runscope Standard Support: Support for CA Runscope Standard is self-service access to support information on the Runscope support site ( Priority support with a response time of 8 business hours is included. Standard business hours are 9:00am-5:00pm PT. CA Runscope Enterprise Support: Support for CA Runscope Enterprise is defined in Exhibit A. 3. Billing Metric CA identifies and describes the following Billing Metric used as a measure to bill the Customer: Thousand Requests means per thousand Requests. Request means the number of API requests made via Runscope API Tests, Runscope URLs, Runscope Traffic Inspector, or otherwise captured and stored with the Service. SaaS Listing for Runscope SaaS v1 Mar18 Page 1 of 5

2 4. Data Location CA identifies the geographic location of all of the customer s data as follows: All data on deployed systems and in backups reside within the following countries: United States. CA reserves the right to change the location of the data within the stated countries and will notify customers of any such changes. 5. Data Use A. All data that Customer submits to Runscope during their use of the Services ( Your Data ) remain Customer property. Runscope makes no claim of ownership in Your Data. CA may copy production data to a CA test environment for support and development purposes. B. Customer grants to Runscope a worldwide, royalty-free, non-exclusive, sub-licensable right and license to use, copy, and modify Your Data as necessary to perform the Services. Customer agrees that Runscope is authorized to compile, use, reproduce and generally make available to third parties in the aggregate, certain general information related to Customer s use of the Services, provided that such information shall not include personally identifiable information attributable to Customer. C. Runscope shall use commercially reasonable efforts to safeguard Your Data during the time Runscope uses Your Data to perform the Services. Without your written permission, Runscope shall not provide, disclose or make available Your Data to any third party (except as part of the Services e.g. temporary storage on a secure party server or cloud based system). Upon completion of the Services, to the extent that Runscope has in its possession any remaining portion of Your Data, Runscope shall promptly delete such Your Data from all CA databases and records. 6. Data Backup and Storage CA commits to the following data backup and replication during the Subscription Term: Backup: All Customers of the SaaS offering shall have their data backed up daily. Data loss is limited to less than 26 hours in the event of a primary data center disaster. 7. Monthly Request Limit There are no penalty charges or overage fees associated with exceeding your monthly request allowance. Should the Customer regularly exceed monthly request volume, CA will recommend a more appropriate monthly allowance. If Customer declines additional requests and continues to exceed monthly allowance, CA reserves the right to enforce a hard cap equivalent to the Customer s monthly authorized use limitation. 8. User Limit CA Runscope Standard and CA Runscope Enterprise include unlimited user seats. SaaS Listing for Runscope SaaS v1 Mar18 Page 2 of 5

3 Sections 9 12 are applicable for CA Runscope Enterprise only. 9. Service Level Availability (SLA) CA commits to the Service Level Availability for the Production environment as indicated in the table below for the SaaS offering for each calendar month during the Subscription Term of the service. In the event that the Service Level Availability committed decreases below the Threshold for Service Availability Default, Customer may be entitled to take action as outlined in the SaaS Listing. Runscope Version Threshold for Service Availability Default CA Runscope Enterprise 99.9% CA Runscope Standard* N/A *Service Level Availability commitments are not offered for CA Runscope Standard. 10. Method of Measuring SLA Service Components. Service Components comprises the Runscope Dashboard (accessed at runscope.com), Runscope API (accessed through api.runscope.com), Runscope URL Gateways (see and Runscope Radar test execution engine. Uptime Measurement. Runscope will measure Service Availability by checking the response from Service Components. Every one (1) minute, a third-party service (the Monitoring Service ), will attempt to access the Service Components. If the Monitoring Service does not receive a successful response indicating that a component is operating normally, then that will count as one minute of downtime. The unavailability of the Services will be calculated from the time that such unavailability is reported by the Customer to Runscope at help@runscope.com. Runscope reserves the right to make reasonable changes to this measurement procedure. 11. Service Level Credits Uptime Service Credits. If Services fail to meet the Service Availability SLA during any one calendar month period, then Customer will be eligible for a service credit (the Uptime Service Credit(s) ) in the amount of ten percent (10%) of the monthly Services Fee for that calendar month. For every additional one (1) percent of the calendar month that Services are unavailable, Customer will be eligible for an additional Uptime Service Credit in the amount of ten percent (10%) of the monthly Services Fee for that calendar month. Service Credit Requests. To request a Service Credit, Customer must send an to Runscope at help@runscope.com from the account owner s address including the dates and times that the Services failed to meet the SLA and a detailed description of such failure. If Runscope confirms that Customer is due Service Credits, Runscope will issue a Services Credit to Customer s account within ten (10) business days. Service Credits may only be credited against future Services Fees. The Service Credits shall be Customer s sole and exclusive remedy for any failure of the Services to operate in accordance with the SLAs. The total of all Service Credits due for any one calendar month shall not exceed 100% of the monthly Services Fee due that calendar month. Exclusions. The calculation of Service Availability SLA excludes instances of: your acts or omissions, force majeure events, scheduled downtime, hackers or virus attacks, or emergency maintenance. This SLA does not cover the SaaS Listing for Runscope SaaS v1 Mar18 Page 3 of 5

4 availability of self-hosted software executables provided to the Customer by Runscope. 12. Service Termination If it is determined by the customer and confirmed by CA that the service has been unavailable below the default threshold, measured on a monthly basis during three contiguous months, then the customer has the right to terminate their subscription to SaaS without incurring any additional charges or termination fees. In the event such determination is made, the customer is entitled to a refund of fees which have not yet been applied towards SaaS as of the effective date of termination and CA shall relieve the Customer of their obligation to pay for any fees due for the remainder of the Subscription Term. The waiver by CA of further fees shall be Customer s sole and exclusive remedy under the SaaS Module for termination due to failure to adhere to Service Level Availability and CA shall have no further liability to the Customer. CA may, at its sole discretion, suspend service without refund if (1) Customer interferes with or disrupts the integrity of SaaS or the data contained therein or (2) uses SaaS in order to cause harm such as overload or create multiple agents for the purpose of disrupting SaaS or third-party operations. SaaS Listing for Runscope SaaS v1 Mar18 Page 4 of 5

5 Exhibit A CA Runscope Enterprise Support Technical Support. Telephone and support ( Technical Support ) will be available 24 hours per day, seven days per week, 365 days per year. The Technical Support staff will assign a Problem Severity Level to each Technical Support request, as defined below. Telephone support is limited to requests belonging to Problem Severity Levels 1 & 2, as determined by Customer. Problem Severity Level Description 1 Service is non-functional. 2 3 Significant or ongoing interruptions of use of critical functions (as determined by Customer) with no acceptable work-around available, as determined by Customer. Minor or limited interruptions of use of a non-critical function (as determined by Customer). Problems that are not included in Problem Severity Levels 1 or 2. 4 Any general questions and issues pertaining to use of the Service. Technical Support Response Times and Procedures Problem Severity Level 1 2: Within one (1) hour of a Technical Support request, Runscope will confirm receipt of the request and begin to resolve the issue reported. If Severity Level 1 or 2 problems cannot be corrected to the reasonable satisfaction of Customer within two hours after the Customer makes the initial request for Technical Support ( Resolution Time ), Runscope will: (1) immediately escalate the problem to the customer service management; (2) continue to expeditiously resolve the problem; (3) provide the Customer with hourly reports of: the steps taken and steps to be taken to resolve the problem, the progress to correct the problem, and the estimated time until the problem is resolved; and, (4) provide increasing levels of technical expertise and management involvement to solve the problem every four hours until problem resolution. Problem Severity Level 3 4: Within eight (8) hours of a Technical Support request, Runscope will confirm receipt of the request and begin to resolve the issue reported. Technical Support Commitment. If the Technical Support Times fall below the standards set forth herein, then Runscope will give Customer a Technical Support Service Credit of 5% of the monthly fee on their next invoice for each instance the standard is not met up to a total of five (5) credits per month. SaaS Listing for Runscope SaaS v1 Mar18 Page 5 of 5