Symplectic Isotope Service Level Agreement

Scheduled downtime includes all downtime of Symplectic Isotope necessary to maintain, upgrade, or perform Client requested system wide configuration work.

Additionally, Symplectic may from time to time need to schedule service downtime with the Client in order to make necessary hardware upgrades or system-wide changes as a result of events outside of Symplectic's reasonable control, such as indications of imminent hardware failure, or changes in the services of the underlying hosting infrastructure provider.

It also includes a regular weekly 2-hour maintenance window that starts no earlier than midnight and finishes no later than 9 a.m. in the local time zone of the Client organization. This window is necessary for the proper maintenance of security, availability and disaster recovery procedures. The exact schedule is determined by and subject to change by Symplectic, with reasonable notice of alterations always given.

Availability is measured per-month as a percentage of time (excluding Scheduled Downtime) in which users can log in to the Isotope user interface. The availability service level for Symplectic Isotope is 99.5%.

Unavailability caused by issues beyond Symplectic's reasonable control, including denial of service or similar attacks, DNS resolution failure, and other events of Force Majeure will be excluded from Availability service level calculations.

Backup refers to the procedures implemented by Symplectic to maintain backups of all data necessary to recover service availability in the case of unscheduled downtime. Backups are performed nightly. Daily backups are retained for 14 days. Weekly backups are retained for 4 weeks. Monthly backups are retained for 3 months.

Client access to retained backup media can be provided on request as a part of Configuration Services and User Support.

Disaster recovery refers to the procedures implemented by Symplectic to recover service availability or data in the case of unscheduled downtime or accidental data loss respectively. These procedures are designed to offer the following service levels.

Recovery Time refers to the average length of time to recover from each instance of unscheduled downtime in service availability during a calendar year. The Recovery Time service level for Symplectic Isotope is 8 hours.

Recovery Point refers to the maximum time window in which data changes may be lost as the result of unscheduled downtime. The Recovery Point service level for Symplectic Isotope is 1 day.

Strategy and downtime for recovery from accidental data loss that is not the result of failure of the hosting environment (e.g. caused by the Client or by bugs in Symplectic Isotope) is always agreed with the Client on a case by case basis before being implemented. Depending on the cause, support for accidental data loss may fall under another area of the Isotope SLA, such as Configuration Services and User Support.

Symplectic offers various levels of support over a comprehensive range of technical and business areas. Support requests will fall under one of the following areas, determined during diagnosis of the incident.

Administration Services provide the Client with routine and ongoing management of the administrative aspects of Isotope. Examples of System Administration tasks that Symplectic will perform on behalf of the Client include management of users, management of roles and access, branding, and End User support including provision of support documentation or help in answering questions relating to the usage of Isotope. These Services are included within the Isotope subscription subject to reasonable use. Unreasonable use will be defined as the frequent repetition of a request not related to the management of user access; multiple incidents of requests to negate recent changes to settings; multiple requests from the same individual where adequate support documentation has already been provided.

Configuration Services provide the Client with management of the System configuration settings, where changes cannot be made by the Client through the Isotope user interface and are not covered by Administration Services. Examples of Configuration Services tasks that Symplectic will perform on behalf of the client include configuration of new data types (where the data types fit reasonably within an existing Isotope Module) or data fields, configuration of exercise definitions within the Assessment Module, advice or help text, or label scheme configuration.

User Support includes interactive support for end users not covered by Administration Services. For example training sessions for power users and/or end users of Symplectic Isotope.

30 hours of Configuration Services and User Support is included in each 12 month subscription to Isotope. Requests for additional Configuration Services and User Support will be subject to the charges outlined under Chargeable Support Time. There is no credit or roll-over for unused Configuration Services and User Support hours.

Symplectic will provide responses to support requests raised through the Symplectic Support Website during normal office hours in the Client’s region, 9am to 5pm, Monday to Friday (excluding public holidays).

All support requests will receive an initial response within the timescales set out below.

Any chargeable support time is charged at Symplectic’s standard time and materials costs as notified to the Client from time to time. Our rates are currently:

However, you may opt to purchase chargeable support hours in bulk at a discount, please contact Symplectic for further details.

The Isotope API is a RESTful web service made available to all Isotope subscribers. Its broad purpose is to provide a machine-readable interface to Isotope research data that supports easily maintained and robust systems interoperability.

In order to safeguard Isotope performance, the number of API calls per hour is capped at 1000. This limit is in place to ensure that the Isotope user experience is not diminished as a consequence of heavy use of the Isotope API.

Rate Limit per Hour: 1000

If you need more than the default limit, please contact us.

If a new version of the API is made available, the older version will be given an ‘end of support’ date and will cease to be available after 12 months.