Support Model

Service Level Agreements

Syntphony Compliance Management support & service levels

The following services apply to the subscriptions contracted by the customer for Syntphony Compliance Management (from now on SCM).

This Support Model applies dependind on the Company Size

Support model (SLA)	Description	Starter	Small Sizes	Mid Size	Large Sizes
Bronze	Bronze support included	✔	✔	✔	✔
Silver	Optional	€	€	€	€
Gold	Optional	€	€	€	€

• Service Subscription per one year. Service is limited to one tenant and not valid in affiliated companies.

• Should third-party services be used in cooperation with NTT DATA services, the SLAs of the third- party providers shall apply to their services. The issues caused by the third party services are not part of NTT DATA's SLAs.

• Only valid for “public cloud mode”

• Includes software maintenance, e.g. tenant services will get regular fixes and functional updates (Functional extensions such as additional services or applications as well in case of a redefinition of the service are not included.)

Legend

✔= included in subscription

€ = for an additional charge