Q: What services will we receive and what will be included in the service level agreement?
A: Please find all terms and conditions, and the updated Service Level Agreement at: https://www.goaskcody.com/terms-and-conditions
Q: What performance measures do you use to assess service availability and what are the latest results of those measures? How do you calculate availability or uptime (i.e. time intervals, etc.)?
A: If all conditions and requirements are met within the scope of the Service Level Agreement AskCody’s service targets follows AskCody’s Cloud and Infrastructure Provider (Microsoft Azure) and guarantee at least 99.9% availability.
Uptime is defined as the amount of time the system/Service is up and running and available for use. Uptime is measured per month and is calculated from the following formula:
% uptime/month = 100 * ((24 * number of days in the month) – total downtime in month)/(24 * number of days in the month)
Downtime is defined as the number of hours the system/Service is not up and running and available for use during one month.
Q: Will any of AskCody services holding Customer Data be outsourced to a third party? What subcontractors or other third parties will have access to customer information and how is their access controlled?
A: AskCody may leverage and use other SaaS-solutions or third-party applications to provide limited services on its behalf, surrounding the functionality of the very core of the AskCody suite. Third party applications of this kind could be an email service to send out emails to the users at the right time with the right information, or a Google Analytics, to monitor behavior and use that data to optimize the experience using the AskCody services.
These third-party applications from subcontractors or other SaaS-vendors can occasionally access limited customer data only to deliver the services we have hired them to provide, and are prohibited from using customer data for any other purpose.
Any such subcontractors will be permitted to obtain Customer Data only to deliver the services AskCody has retained them to provide, and they are prohibited from using Customer Data for any other purpose. In the list below we have listed the purpose of using and leveraging the services.
These subcontractors are required to maintain the confidentiality of our customers' information and are contractually obligated to meet our privacy requirements meaning all customer data are anonymized and/or pseudonymized when a third-party vendor access it.
To ensure subcontractor accountability, we require all subcontractors who handle customer data to comply with the same rules and policies that AskCody complies with. For example, subcontractors with access to customer data must agree to the EU Model Clauses.
This initiative is designed to standardize and strengthen the handling of customer personal information and to bring vendor business processes and systems into compliance with those of AskCody.
The list below does not apply to Previews or other services not yet in general release.
During the duration of this Service Agreement, the Customer, therefore, grants to AskCody a limited, non-exclusive, non-sublicensable, non-transferable license to capture, copy, store, transmit, maintain, access and display the Customers Data solely to the extent necessary to provide the Services to the Customer under the Service Agreement. AskCody may provide the Customer Data to third parties that perform operation and development services for AskCody for technical purposes, subject to confidentiality agreements between AskCody and such third parties.
The customer agrees that the provision of AskCody's Services can be reliant and/or depending on whether AskCody's 3rd party SaaS providers can use the Customer Data to carry out any requested task as a part of AskCody's Services. The use of Customer Data is limited to the same extent as the rights thereto are attributed to AskCody, cf. above. On request, a comprehensive oversight over 3rd party SaaS providers can be available to the Customer.
In addition, AskCody may use data stored on the Services (and statistics about the use of the Services) in order to operate and improve the Services, including for the purpose of verification of compliance with this Service Agreement. As part of AskCody’s operations, it may sell, transfer or merge particular businesses and/or other assets (including its rights to use Purchaser Data and any related personal and business information) to a third party and make such information available to a third party under confidentiality restrictions. AskCody may not use the Purchaser Data for any other purpose.