NOTE: THIS PAGE IS CREATED TO SHARE TERMS OF SERVICE FOR ORGANISATIONS INTERESTED IN BECOMING A APPLICATION MANAGEMENT CUSTOMER. THESE TERMS AND OTHER DETAILS WILL BE SPECIFIED IN THE AGREEMENT WHICH NEEDS TO BE SIGNED BY BOTH PARTIES.
Application Management is a service provided by Riada to the Customer. The service entails application management responsibility for one or more Atlassian applications installed in infrastructure controlled and owned by the Customer. As an Atlassian Platinum Solution Partner, Riada has deep knowledge and vast experience in Atlassian applications and can therefore deliver this management solution and additional services.
The following Applications are included in this Agreement
Application / License Tier
JIRA / XXXX Users
Confluence / XXXX Users
Riada is not responsible for any third-party add-ons installed in the environment. Riada can install requested add-ons and the Customer request support from Riada for the third-party apps but the effort is not included in the Application Management article below. Riada cannot be held responsible for any code or scripts deployed by the Customer nor any Application errors (bugs) introduced by the Application vendor Atlassian or third party add-on vendors.
Riada should at all times during the Agreement period have remote access to the Customer’s Application infrastructure. The technical remote access solution should be provided and maintained by the Customer.
FIXED PRICE PER QUARTER WILL BE DISCLOSED IN THE ACTUAL AGREEMENT
Application Management (INCLUDED)
Additional Consulting, Upgrades & Support (EXCLUDED – SEPARATE AGREEMENT NEEDED)
Application licenses from Atlassian & add-on vendors (EXCLUDED – OFFERED SEPARATELY)
Riada Application Management is invoiced four times per year (quarterly) retrospectively at the following predetermined dates:
31-December, 31-March, 30-June, 30-September
Exact start date and end date of the agreement is reflected in the pricing for the first and last invoice period.
This Riada Application Management service does not include additional consulting, upgrades and support other than what is specified in the pricing table. Additional services can be called off if a separate agreement is signed between the parties.
The Riada Application Management General Terms are specified in Exhibit A. If there is any conflict or difference between this Agreement and the General Terms, this Agreement shall prevail.
Changes in number of Applications or increased number of licensed Application users automatically calls for a new Agreement between the parties. Riada will not be responsible in any way if the Customer increase the number of licensed Application users without a new Riada Application Management Agreement. Riada might give written notice of termination of this Agreement if the number of Applications or number of licensed Application users does not match this Agreement.
The Agreement is effective by 201x-xx-xx and does not expire unless notice from the Customer or Riada.
The notice period for the Customer is three (3) months.
The notice period for Riada is six (6) months.
Riada may require the Customer to change the Application Infrastructure to allow optimal Application performance. Riada cannot be held responsible if the Customer chooses not to follow Riadas requirement. Riada cannot be held responsible for any application downtime caused by a service window initiated by the Customer or its affiliates.
Riada support hours and response times are described in the tables below. These conditions are binding for Riada unless an Extended SLA is agreed separately.
An incident in this Agreement is defined as an occurrence of irregularity that is directly related to the AM responsibility or the Application itself (responsible party is Riada). The irregularity can be of different severity and is in detail described in the table below. The Customer agrees to make an honest and true classification of severity when creating Incident tickets in the Riada Service Portal.
To call of any services stipulated in this agreement, the Customer shall submit a ticket in the Riada Service Portal. Riada will provide access to Riada Service Portal for Customer representatives. By having access to the Service Portal, the Customer is considered eligible to call off services according to this agreement. Riada Service Portal is accessible from any web browser. E-mail and phone calls should only be used in emergency situations or when there is a need for further explanations of a particular issue.
Customer must purchase Application Licenses from Riada and install them in the Applications. The Customer is obligated to have active support and maintenance agreements for all Application Licenses used in the Application Infrastructure. Failure to have valid licenses with active support and maintenance agreements is a breach to this agreement and might return in termination of agreement by Riada with written notice (60 days).
Customer must pay all fees by their due date specified at the time of order or otherwise within 30 days of Riada’s invoice or notice.
This Agreement will continue to the end of time, unless earlier terminated. Riada may suspend or terminate this Agreement, with respect to one or more of the Applications, if the Customer fails to comply with the terms and conditions of this Agreement, including any failure to pay fees when due.
Neither party shall be liable hereunder by reason of failure or delay in the performance of its obligations hereunder (except for the non-payment of money) on account of strikes, shortages, riots, insurrection, war, acts of terrorism, fires, flood, storm, explosions, earthquakes, governmental action, labour conditions, or any other cause which is beyond the reasonable control of the party.
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