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Appendix 2 –
Support, Maintenance & SLA

Crystallize is headless, meaning you get the freedom to create your tailored customer experience. Build your own custom front-end with your favorite front-end framework. Connect your front-end to our APIs (Application Protocol Interfaces) and Crystallize will help you take care of the rest.

The support, maintenance and our SLA is for the Crystallize SaaS (“cloud”). We also make available front-end boilerplates (sample code) to help you accelerate your custom development. These are available under an open source MIT License, which comes without any support, maintenance or warranties.

Maintenance

Crystallize is delivered as a cloud-based service that is continuously maintained, improved and updated. We are happy you help us improve. Your reported bugs, disruptions and feature suggestions help us make Crystallize even better. We always strive to fix critical issues as fast as possible. This is done by us defining the priority according to severity and impact. To be able to balance the overall task load, we do so at our sole discretion.

Service Levels

Crystallize comes with three service levels:

No SLA, which you get with our Particle, the free tier and pay as you go service.
Professional SLA, which you get with Atom, our business level service.
Enterprise SLA, which you get with Crystal, our enterprise level service.

1. No SLA

Our Particle services, which you can get for free, and pay as you go if you exceed the quotas, comes with no dedicated support or warranties. However we want you to succeed and thus all documentation is available online and you can reach out for support through our community support, where we also are active.

2. Professional SLA

When you have a valid Atom subscription, you will receive a private invite to our Slack channel, where you get direct access to our engineering team. We do not limit the number of developers in your organization that can gain access, as long as it is less than five.

Paying Atom subscribers are eligible for the following support:

one enablement session via video conference
guiding on technical use of Crystallize via Slack
guiding on use of our APIs via Slack

We know your time is valuable, thus we will strive to respond to your requests as soon as possible and at the latest within 4 hours during normal business hours for Crystallize (CET Time Zone).

As uptime is critical to your business, we have designed Crystallize service so you can run your business worry-free. However, as any cloud-service, Crystallize may be subject to sporadic interruptions beyond Crystallize’s control.

We warrant that Crystallize will be available for minimum 99,50% of the time, not counting excluded issues (see below). If we fall short of this, we will reimburse you 100 times the amount you paid for the service while it was not available.

Calculation takes place per calendar month. Maximum credit for one month is capped at the cost of one month of your paid service.

Excluded from this warranty is unavailability caused by user errors, connectivity issues (including locally or public internet lines), force majeure situations, security issues, data center down time and service or maintenance (collectively, “excluded issues”).

The following APIs are covered by the API:

Catalog API
Search API
Orders API
Subscription API
PIM API

All API components are weighted equally in terms of down time calculations (i.e. with 20% each).

If data is lost because of a fault in Crystallize, we are responsible for restoring data, if possible. Crystallize will refund you your outlays, up to the cost of the service for the month in which the loss took place.

3. Enterprise SLA

When you have a valid Crystal subscription you will receive a private invite to a dedicated Slack channel, where you get direct access to our engineering team. You will also get our dedicated developer experience team to support you. We do not limit the number of developers in your organization that can gain access, as long as it is less than fifty.

Crystal subscribers are eligible for the following support:

one enablement session via video conference
advice on technical use of Crystallize via Slack, video conference or phone
advice on use of our APIs via Slack, video conference of phone
advice on best practice from developer experience team
access to developer expereince team services
support for up to three tenants/instances (i.e. prod, stage, dev)

We know your time is valuable, thus we will strive to respond to your requests as soon as possible and at the latest within 1 hour during normal business hours for Crystallize (CET Time Zone). Optional 24/7 support can be set up at extra cost.

We warrant that Crystallize will be available for minimum 99,95% of the time, not counting excluded issues (see below). If we fall short of this, we will reimburse you 100 times the amount you paid for the service while it was not available.