Frends Business Tier - Detailed Service Description and Restrictions

Version 1.0.0 - 9.10.2023

1. Background & Purpose

The purpose of this service description is to clarify and describe what is included and/or excluded from the Frends Business -tier service.

2. Definitions

”SLA” means Service Level Agreement of the Frends Platform, which is a reverse percentage of how many 5 minute intervals in a month part of the Platform is not functional for the Customer. Note that the SLA does not apply to any components deployed on Customer managed infrastructure.

“RPO” means Recovery Point Objective, which is the time it's possible for Customer data to be lost in a disaster scenario. For example with an RPO of 15 minutes it means that Frends is ensuring back-ups are taken at least every 15 minutes, meaning that in the case of a disaster scenario the data from the previous back-up to the current time is at maximum 15 minutes. Note that the RPO is an objective and is not legally binding, the SLA percentage does however apply even in disaster scenarios.

“RTO” means Recovery Time Objective, which is the time Frends aims to perform needed recovery procedures to have the platform functional again in a disaster scenario. Note that the RTO is an objective and is not legally binding, the SLA percentage does however apply even in disaster scenarios.

"Self-service Frends Agent" is an Frends Agent hosted in customer own environment like, On-premises or customer's own cloud (not hosted by Frends in Frends Cloud).

"Frends Cloud" is the Cloud environment where Frends core exists and where Frends Cloud Agents are deployed.

"Frends Cloud Agent" is an Frends Agent hosted by Frends in Frends Cloud.

3. Hosting

Frends Business is hosted on Microsoft Azure infrastructure in Azure North and Azure West data centres, located in Ireland and Netherlands respectively.

Frends Business is hosted in a single-tenant configuration, meaning that all resources utilized are isolated on an Azure resource level according to Azure best practices.

4. Available Agents & Environments

Frends Business allows the Customer to utilize:

  • 3 Frends Cloud Agents in total

  • Any number of Frends Self-Service Agents and Agent Groups within a pre-defined development Environment. If the Customer so chooses a single development Agent can be deployed to be hosted by Frends where the standard limitations of 200 lightweight integration executions per second apply. Alongside the option of the single Frends hosted Agent, the Customer is free to deploy as many Agents on Customer managed infrastructure as they please (Self-Service Agents).

  • Any number of Frends Agents and Agent Groups within a pre-defined test Environment. If the Customer so chooses a single test Agent can be deployed to be hosted by Frends where the standard limitations of 200 lightweight integration executions per second apply. Alongside the option of the single Frends hosted Agent, the Customer is free to deploy as many Agents on Customer managed infrastructure as they please (Self-Service Agents).

  • Any number of Frends Agents and Agent Groups within a pre-defined production Environment. If the Customer so chooses, a single production Agent can be deployed to be hosted by Frends where the standard limitations of 200 lightweight integration executions per second apply. Alongside the option of the single Frends hosted Agent, the Customer is free to deploy as many Agents on Customer managed infrastructure as they please. (Self-Service Agents)

  • Across all environments and Agent Groups a technical limitation of 20 Agents exists. To increase this limitation contact Frends directly.

5. Updates

In Frends Business updates to the Service will be applied by Frends whenever Frends deems necessary. The Customer will be notified at least two weeks in advance of any updates that are known to have an effect on existing integrations executing on Frends. However any possible downtime resulting from updates will remain within the agreed SLA.

6. SLA, RPO, RTO

  • SLA is rated at 99.50% and is measured continuously with 5 minute intervals on all components making up the deployment.

    • Note that SLA has the following exclusions: force majeure –events, emergency maintenance in case of critical security vulnerabilities (such as Log4J vulnerability), Customer acts or omissions (for e.g. willfull misconduct, custom code, custom scripts), connectivity issues (such as internet service provider outages)

  • RPO is rated at 15 minutes and for catastrophic failures (larger failures affecting multiple Frends tenants simultaneously) 24 hours.

  • RTO is rated at 4 hour and for catastrophic failures (larger failures affecting multiple Frends tenants simultaneously) 24 hours.

7. Restrictions

Frends Business has all of Frends’ features available as described in https://docs.frends.com/, with the following limitations and restrictions:

  • No high-availability support for Agents. Meaning that all of the deployed Frends Agents are not running in a high-availability configuration, which in turn results in a short service break when the Agent’s require updating. High-availability configuration means to have more than a single Frends Agent within the same Agent Group.

  • No VPN support. Meaning that no VPN configuration from Frends’ Azure environment towards any Customer controlled resources is allowed.

  • No IP restriction support. Meaning that the user interface of Frends is available publicly on the internet excluding known Azure IP blacklists.