Mendix Operations Manager Service Level Agreement – Version 2023-1.

1 General​

1.1 Introduction​

This service level agreement (the “SLA”) sets forth the relevant service levels in relation to the use of Mendix Operations Manager (MxOM) to Customer under an applicable Order Form. Support for Mendix Applications is not part of this SLA.

1.2 Definitions​

All capitalized terms used in this SLA that are not otherwise defined herein, shall have the meaning given to them in the End User License Agreement. Unless otherwise specified, any reference in this SLA to a section or other subdivision is a reference to a section or subdivision of this SLA.

1.3 Support Functionalities​

Blue Storm provides for the following support functionalities at the addresses and telephones

numbers provided:

Support Phone Numbers: n/a

Support email: support@bluestorm.io

Blue Storm Customer Portal: https://support.bluestorm.io

1.4 Submitting Support Requests​

All support requests (incidents and change requests) need to be submitted via the Blue Storm Customer Portal. This enables all required information to be properly logged and tickets can be addressed in the fastest and most efficient manner. If for any reason the customer portal is not available customers may submit support requests via the support e-mail. Only authorized customer technical contacts may make support requests. 2 technical contacts may be named in the customer order and these are the authorized technical contacts. Technical contacts may be changed via a support request. In case of emergencies (both of the technical contacts are unavailable for an extended period of time) a temporary technical contact may be requested.

1.5 Support Process​

After the reception of the support request, Blue Storm will analyze the ticket and, if applicable, try to reproduce the incident or evaluate the completeness of the information of a change request. If Blue Storm determines the root cause of the incident is the MxOM software, Blue Storm will resolve the issue according to the assigned priority, as defined under section 1.6 (Priority Levels). If the root cause of a reported incident is deemed to be an external failure (i.e. the root cause is not the MxOM software, but e.g. the customer specific (model of the) Mendix Application), Blue Storm shall inform Customer of such fact and Blue Storm will have no obligation to resolve such issue. However, in such case Blue Storm shall use reasonable efforts in supporting Customer in resolving the incident which may include involving (paid) Blue Storm Consultancy. Blue Storm will seek Customer’s written approval and agreement to pay any related fees before performing such services.

1.6 Priority Levels​

Priority levels are determined based on impact and urgency, as attributable to Blue Storm as set forth below.

Impact:

• (i) High: a high priority production incident with a high impact on Customer’s business, impacting (almost) all users
• (ii) Medium: a production incident with intermediate impact on Customer’s business, impacting a group of users
• (iii) Low: a trivial (production) incident with no impact on the customer’s business

Urgency:

• (i) High: operational functionality is severely disrupted
• (ii) Medium: operational functionality is limited disrupted
• (iii) Low: operational functionality is not/hardly disrupted

If and where Blue Storm provides for a workaround solution the priority level can never be higher than Medium. If incidents arise as a consequence of newer versions of the Mendix platform or Mendix Modeler the priority level is always Low.

1.7 Support Hours​

Support via email and/or Support Phone is limited to the support hours as set forth below.

For purposes of this SLA, “Local Time” means the time zone for the location of the Blue Storm entity Customer is contracting with under the Agreement; Blue Storm observes the national and/or public holidays for the same location:

Whalen Enterprises B.V. CET (Central European Time) The Netherlands

1.8 Response Time and Resolution Time Objectives​

For solving incidents in MxOM software, Blue Storm offers the following response time and resolution time objectives:

2 Mendix App Platform​

2.1 Supported Mendix Versions (managed apps)​

Blue Storm will only provide support for MxOM that is managing Mendix apps that are using a version of the Mendix runtime that is using the current major release or one of the two (2) prior major releases of the Mendix App Platform. Any issues related to an incompatibility between MxOM and a version of the Mendix App Platform that is older than these versions are not covered by this SLA.

2.2 Supported Mendix Versions (MxOM)

Blue Storm will only provide support for MxOM that is deployed on the version of the Mendix runtime for which the specific release of MxOM was designed for. Running MxOM on any other version of the Mendix runtime voids this SLA.

2.3 Support of Mendix Applications​

This SLA describes the support levels for the MxOM Software provided by Blue Storm. The Mendix Platform allows Customers to develop a broad range of Applications which are Customer specific in regards to both functionality and the IT environment in which they are used. Due to the wide range of Applications developed using the Mendix Platform, such Applications require business specific and in-depth domain knowledge in order to be supported. Blue Storm advises to arrange Application support within Customer’s delivery organization (through Blue Storm or another Mendix Partner). Blue Storm can assist delivery organizations in acquiring the right skill set, support them with specialized services or provide application support for applications that have been developed by Blue Storm. Please contact us for more information. In no case does this SLA cover support for customer developed apps.