Woop Service Agreement
Last update : March 24, 2025
1) Purpose of the document
The purpose of this document is to define :
- Solution execution ;- Applicable service levels;
- The assistance commitments provided by the Service Provider.
In the event of express derogation provided for in the Order, these provisions may be adjusted. Any modification of the present document shall be the subject of an amendment to the Contract binding the Parties.
2) Availability Rate
2.1 Applicability and commitment
- The Availability Rate target applies to each Package subscribed to in an Order. Each Package has its own availability rate.- The Service Provider undertakes, within the framework of an obligation of means, to make available each subscribed Package up to an Availability Rate of 97.per calendar month.
Note: in the event of failure to meet this target, the Service Provider undertakes to mobilize the necessary resources to improve the availability rate.
2.2 Calculating the availability Rate
The monthly availability rate is calculated according to the following formula : Availability rate= (1− (Downtime/Total time of month))× 100
- Downtime: Total time (in minutes) that the Package was unavailable, excluding authorized downtime periods (defined below).- Total time of month: Total number of minutes in the calendar month.
(Example: for a month of 30 days, the total Time is 30×24x60=43200 minutes, if the service was unavailable for 150 minutes including 30 minutes authorized unavailability), the Availability Rate is calculated as follows: 1 - 120/43200 x 100 = 99.722%)
2.3 Scheduled Downtime
The Service Provider may schedule periods of unavailability in order to carry out maintenance operations. To be considered "scheduled", such downtime must meet the following criteria:
- Maintenance window: the Service Provider endeavors to carry out maintenance during periods of low user activity, i.e. during the night (between 10:00 p.m. and 6:00 a.m. French time) or on Sundays;- Prior notification: the Service Provider notifies the Customer at least five (5) working days prior to scheduled maintenance, and one (1) working day in the case of urgent safety-related maintenance;
- Maximum duration outside the Maintenance Window: scheduled unavailability may not exceed two (2) hours outside the Maintenance Window. Beyond this limit, unavailability outside the Maintenance Window will be considered as unscheduled;
Maximum cumulative downtime outside the Maintenance Window: scheduled downtime outside the Maintenance Window may not exceed twenty (20) hours per year. Beyond this threshold, any further downtime outside the Maintenance Window will be considered as unscheduled.
2.4 Authorized Downtime
The following periods are not taken into account in calculating the Downtime (and therefore excluded from calculating the Availability Rate):
- Scheduled unavailability, subject to the above conditions;
- Unavailability not attributable to the Service Provider, in particular those caused by :
- The Customer itself or one of its third-party subcontractors;
- Any factor beyond the direct control of the Service Provider.
Unavailability previously validated by the Customer.
2.5 Availability rate monitoring
- Availability reports: At each steering committee meeting, the Service Provider provides the Customer with a report detailing :- Package(s) availability percentage for previous months;
- A list of planned and unplanned service interruptions.
- Incident report (RCA): for each unplanned service outage, the Service Provider submits a RCA (Root Cause Analysis) incident report, including :
- The period unavailability and the Package(s) concerned;
- The circumstances of the incident;
- Actions taken to avoid any repetition.
3) Technical Assistance Policy
3.1 General
During the period of validity of the Order, the Customer benefits from a technical assistance service (hereinafter referred to as "Support"), exclusively for the Packages explicitly mentioned in the Order.
Support includes :
- Assistance for any Anomaly affecting the Packages covered,- The obligation to inform the customer within 2 hours of the discovery of a malfunction;
- The correction, at no extra cost, of any reproducible Anomaly; in accordance with the commitments described in the present document;
- The provision of relevant advice relating to the use or operation of Packages, at no extra cost, where such information has not already been provided.
Special Support Services
The following services are billed extra ("Special services"):
- Interventions related to an Anomaly attributable to the Customer or one of its subcontractors (other than the Service Provider or its own subcontractors),- Requests assistance that are not directly related to an Anomaly that is the responsibility of the Service Provider.
Billing terms for special services are detailed article 7 "Pricing conditions".
Outside the Support perimeter
Support does not deal with :
- Solution evolution requests;- Requests linked to business operational processes;
- Technical support requests already described in the documentation made available to the Customer.
3.2 Support
- Opening a ticket: in the event of a problem potentially linked to an Anomaly, the customer opens a ticket via the tracking tool (e.g. https://help.woopit.fr/), describing :
- The circumstances and manipulations preceding the Anomaly;
- His observations and findings;
- The presumed criticality of the Anomaly (to be confirmed by the Service Provider).
Support formula: depending on the formula chosen in the Order, other contact channels may be available.
Anomaly qualification: The Service Provider analyzes the Ticket and may revise the category (Critical, Major or Minor) according to the elements observed and the actual impact.
4) Recovery Time
4.1 Time Scope
Unless otherwise stipulated in the Order, all lead times mentioned below apply on working days, from 9 a.m. to 6 p.m(French time), Monday to Friday, excluding French public holidays.
4.2 Starting Point for Deadlines
Deadlines run from the opening of the Ticket.
4.3 Anomaly Categories and commitments
| Category | Response Time (GTI) |
Recovery Time (GTR) |
| CRITICAL | 30 minutes | 4 hours |
| MAJOR | 1 hour | 8 hours |
| MINOR | 4 hours | Quarterly |
- Workaround or final solution: The Service Provider undertakes to inform the Customer of the implementation of a workaround or final solution before it is put into production.
- Time exclusions: The stated lead time does not include the time required for intervention by parties other than the Service Provider or its subcontractors. Consequently, if the intervention or collaboration of the Customer or a third party mandated by the Customer is required (other than (i) the Service Provider or (ii) its subcontractors), the deadline is extended accordingly.
- Non-reproducible faults: In order for a non-reproducible fault to be covered by the warranty provided for in this article, the Customer must provide the Service Provider with all the information required to identify and analyze the fault.
Important: These commitments are also based on an obligation of means.
4.4 Billing in the event of non-attributable anomaly
If, after analysis, the Anomaly is not the responsibility of the Service Provider or its subcontractors, the intervention will be invoiced in accordance with article 7 "Pricing conditions".
5) Response Time
5.1 Scope of application
The response time objective applies, where applicable, to APIs included in subscribed Packages.
5.2 Performance Commitment
- Package concerned: Application Program Interface (API), excluding route optimization and routing APIs.- Performance target: The monthly 95th percentile of Response Time must be less than or equal to 500 milliseconds.
Note: in the event of failure to meet this target, the Service Provider undertakes to mobilize the necessary resources to improve response time.
5.3 Response time definition
- The response time of a package is measured, in milliseconds, from the reception of the last byte of the request by the package to the sending of the first byte of the corresponding response.- The Solution's production logs are used to establish these measurements.
- Scope of responsibility: only times attributable to the Service Provider are considered. Times attributable to the Customer or its subcontractors (carrier services, etc.) are excluded.
5.4 Calculation of the 95th Centile
The 95th percentile response time is determined from all valid calls made over the period under consideration, excluding authorized downtime periods. The 95ᵉ percentile value is the response time below which 95% of valid calls fall.
5.5 Reporting and monitoring
At each steering committee meeting, the Service Provider will provide the Customer with :
- A detailed report showing the Package's response time over the previous months.- A summary of planned and unplanned service disruptions.
6) Pricing Conditions
Particular Support Interventions are invoiced at the hourly rate of 110€ excluding VAT, with each hour started being due.
7) Limitation of liability
The Service Provider shall use all reasonable means to achieve the objectives and service levels described in this Agreement.
These commitments do not constitute an obligation of result and do not give rise to any right to compensation.
The parties agree that if any of the availability or performance targets are not met, they will discuss the matter at steering committee meetings to define the corrective measures to be implemented.