Service Level Agreement

Service Level Agreement (SLA)

Between The Things Industries (TTI) and Customer

Version May 7th, 2021

1. Definitions

Availability – accessibility of the Cloud Services by the Customer, calculated by subtracting from 100% the percentage of minutes during the month in which there was Unavailability;

Business Hours – hours between 8.30am and 6pm CET/CEST;

Cloud Services – integral hosted and managed service by TTI, including core LoRaWAN network server components, management components and additional tools for processing and analysis of network traffic, together referred to as The Things Stack Cloud or The Things Stack Dedicated Cloud;

Console – the graphical web-interface to manage the Cloud Services accessible by Customer;

Customer or End User – the individual or company that enters into an EULA with TTI;

Defect – a Defect is a malfunction in the Software due to the Software failing to perform according to its specifications;

Effective Date – the date on which the Cloud Services are commercially accessible by Customer;

End-User License Agreement (EULA) – the underlying agreement with generic terms and conditions between TTI and Customer, of which this SLA is an exhibit;

Incident – operational occurrence in the software as a result of a Defect, that degrades the Availability and which is validated by TTI as a degradation of the Cloud Services;

Order – TTI's product ordering documentation or purchase flow as described in the EULA;

Reseller – authorized entity who resells TTI products to a Customer on TTI's behalf;

Software License – commercially available and downloadable software products, referred to as "Enterprise" or "Self-Hosted" deployments;

Support – direct contact with TTI Help Desk, for incident and bug reporting, service unavailability, feature requests, etc.;

Term – subscription period during which Cloud Services are made commercially available to Customer;

Unavailability – period in minutes where there is limited or no access by Customer to the Cloud Services, subject to the terms in this SLA;

Written Notice – a message submitted via support@thethingsindustries.com or the Portal at https://thethingsindustries.atlassian.net/servicedesk/customer/portals.

Service components Component Criticality
Network Server Critical
Application Server Critical
Join Server Critical
Identity Server Critical
Gateway Server Critical
Events Server Non-critical
Console Non-critical
Data Storage Non-critical
Integrations (excluded from SLA)

Table 1: Specification of Cloud Services components

2. Subject

3. Cloud Services Uptime Commitment

Defect Category Response Time Recovery Workaround Time
Critical Component down 2h 4h
Critical Component impaired 4h 8h
Non-critical Component down or impaired 8h 12h

Table 2: Response and Recovery Times

4. Boundaries and Exclusions

The Services Uptime Metric shall not apply to Unavailability from:

5. End-device and gateway requirements

SLA provisions apply to devices and gateways that meet the following requirements. The reason for these requirements is to allow Customer to apply best practices for reliable and scalable deployments. For cases that do not meet these requirements, this SLA is offered on a 'best effort' basis. TTI may decide to not treat or resolve such cases at all, in which case Customer will receive a notification.

Devices are required to:

  1. Be LoRa Alliance certified;
  2. Have a DevEUI issued from an IEEE block, from the device maker or the Customer;
  3. Be assigned DevAddrs issued by the Network Server of The Things Stack Cloud;
  4. Have not been registered on another LNS before with the same security keys;
  5. In case devices support a configurable join interval, joins must back off to at least 10 minutes after several failed attempts;
  6. In case devices support a configurable initial data rate for join-requests, they must start at least on SF9;
  7. Implement time randomised uplink messaging;
  8. Implement ADR for stationary devices.

Gateways are required to:

  1. Check for configuration (and preferably firmware) updates periodically, and be able to update their frequency plan and cluster address remotely;
  2. Detect connection loss;
  3. Reconnect automatically after losing connection, with backoff and jitter to prevent 'thundering herds'
  4. Re-resolve DNS when reconnecting.

6. Security and Backups

7. Additional Helpdesk Support

Help Desk plan: 1. No support 2. Standard 3. Priority 4. Custom
Documentation Included Included Included Included
Response Times n/a 8h on all tickets 4h on all tickets Custom
Tickets per month n/a Max. 2 Unlimited Unlimited
Who can open cases n/a 2 listed contacts 6 listed contacts Custom
Channels n/a e-mail / portal e-mail/portal/phone Custom

Table 3: Helpdesk Support Plan service levels

8. Performance Reporting and Service Credits