Frends Startup 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 Startup -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 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. 

3. Hosting

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

Frends Startup is hosted in a multitenant configuration, meaning that some resources used to provide the service can be shared with other Frends customers and in such cases isolation between Customer specific data is implemented using logical isolation according to Azure best practices. 

4. Available Agents & Environments

Frends Startup allows the Customer to only utilize: 

  • A single development Agent located in a single Agent Group within a pre-defined development Environment. The development is delivered as a service by Frends where the standard limitations of 200 lightweight integration executions per second apply. 
  • A single production Agent located in a single Agent Group within a pre-defined production Environment. The production Agent is delivered as a service by Frends where the standard limitations of 200 lightweight integration executions per second apply. 

5. Updates

In Frends Startup updates to the Service will be applied by Frends whenever Frends deems necessary. However, any possible downtime resulting from updates will remain within the SLO. 

6. SLA, RPO, RTO

  • SLO is rated at 99.00% 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. willful 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 7.31 hours and for catastrophic failures (larger failures affecting multiple Frends tenants simultaneously) 24 hours. 
  • RTO is rated at 8 hours and for catastrophic failures (larger failures affecting multiple Frends tenants simultaneously) 36 hours.  

7. Restrictions

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

  • Number of users as in independent user credentials is restricted to two (2).  
  • Maximum number of processes is limited to 50.  
  • Amount of AI-Session is limited to test and see purposes. This amount is 15 per month.  
  • No high-availability support for Agents. Meaning that both of the development and production 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 hybrid-deployment support. Meaning that the Customer can’t take advantage of the Remote Sub-Process Call functionality of Frends to pass data from one-agent to another within a single integration execution as the feature requires more than a single Agent within the same environment. 
  • No self-service Agent support. Meaning that the Customer is not allowed to host the executing Frends Agents themselves and is not allowed to deploy them on Customer managed infrastructure. 
  • 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.