Last revised: June 3, 2022
Within the scope of the Framework Agreement, the Customer may choose to purchase a subscription that requires a dedicated instance of Reactima. These additional terms for dedicated instance ("Dedicated Instance Terms") apply in addition to the Framework Agreement.
Adeptima Limited Hong Kong operates and manages a Dedicated Instance of Reactima in a private infrastructure environment dedicated for the Customer and provides support services for the Customer according the Purchase Order, these terms, agreed Service Level Description, and Support Service Descriptions.
Each Dedicated Instance consists, except agreed otherwise in writing, of a multi-zonal high-availability configuration that guarantees loads up to the specified rate limits.
Adeptima Limited Hong Kong will install and manage the Dedicated Instance on infracstructure provided by preferred cloud providers. Costs for infrastructure or cloud providers are not included in the Subscription, if not agreed otherwise in writing.
You may choose to provide the required infrastructure yourself. You must comply with the requirements and prerequisites outlined in the purchase order.
You may not modify, maintain or attempt to modify the Dedicated Instance, except with prior instructions by Adeptima Limited Hong Kong.
Adeptima Limited Hong Kong will use the same backup strategy as for Reactima Cloud (public cloud) services, except otherwise agreed between you and Adeptima Limited Hong Kong in writing.
We will access, modify, and maintain the Dedicated Instance at times solely determined by Adeptima Limited Hong Kong ("Regular Maintenance").
Under certain subscription plans, the Customer may agree a custom frequency and times for changes and updates. Adeptima Limited Hong Kong will coordinate the cadence and the changes with the Customer. To guarantee the quality of service, maintenance will occur on regular basis, typically monthly or sooner for security or performance related patches ("Emergency Maintenance"), but no longer than on quarterly basis.
If you fail to permit Adeptima Limited Hong Kong to conduct Regular Maintenance for 3 consecutive months or Emergency Maintenance within 5 days of notification, then Adeptima Limited Hong Kong will raise this issue with the Customer via Escalation Process. In case the issue is not resolved 5 days after such an escalation, Adeptima Limited Hong Kong may terminate the subscription with 30 days prior written notice to Customer. Adeptima Limited Hong Kong is not obligated to provide the service according to the terms and SLA, nor is Adeptima Limited Hong Kong liable to any security breach or damages after failure to permit Regular Maintenance for 3 consecutive months, or Emergency Maintenance for 5 days after notification.
Incidents are handled as documented in the Support Service Descriptions. If the Customer choose in Purchase Order to provide the required infrastructure, then any incidents related to the infrastructure of the Dedicated Instance have to be resolved through the Customer directly.