Frends Business Tier - Detailed Service Description and Restrictions

Version 1.0.1 - 04.10.2024

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

”SLO” means Service Level Objective 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 SLO 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 SLO 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 SLO 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. 
  • 2 Frends Self-Service Agents and Agent Groups. 
  • Total maximum of Agents is 5. Total maximum of Agent Groups is 3.  
  • 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

  • SLO is rated at 99.50% and is measured continuously with 5 minute intervals on all components making up the deployment.
    • Note that SLO 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)
    • In the case that Frends will not be able to deliver the SaaS Solution according to the described Solution Availability SLO the Customer is entitled to make Frends a written claim (together with the grounds for the claim) for a compensation equivalent to 10% of the monthly service fee per every full percentage (rounded up) that is outside the SLO time, to a maximum of 30% of the monthly service fee. Failure to meet the SLOs is not a breach of contract by Frends and any compensation described here shall be sole and exclusive remedy available to Customer for Frends’s failure to meet the Solution Availability SLO. If the Customer has not presented Frends with the written claim for a compensation within fourteen (14) days of receipt of the next invoice of Frends for the SaaS Solution, Customer has permanently forfeited its rights for the compensation or any other claim for the SLO failure in question.  
  • RPO is rated at 3.65 hours 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: 

  • 200 AI-sessions per month are included. More monthly sessions can be bought with separate price.  
  • 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.