CRAFTSMAN PLAY

• 4.1 Price. The fees applicable for your use of the Service will be set forth in the Order Form. Craftsman reserves the right to determine pricing for the Service. Craftsman may change the fees for any feature of the Service, including additional fees or charges, if Craftsman gives you advance notice of changes before they apply. Craftsman, at its sole discretion, may make promotional offers with different features and different pricing to any of Craftsman’s customers. These promotional offers, unless made to you, will not apply to your offer or these Terms.
• 4.2 Subscription Service Renewal. The subscription service will continue unless and until you cancel your subscription or we terminate it. You will receive an automated email notification informing you of your upcoming contract renewal 90 days prior to the end date of the current subscription term. You must cancel your subscription 60 days prior to your current end date in order to avoid renewal.  Renewals will be automatic, and will continue for successive periods of the Length of Subscription Term as defined in The Order.  
• 4.3 Trial Periods. From time to time, we may offer trials of Subscription Services for a specified period without payment or at a reduced rate (a “Trial”). Craftsman may determine your eligibility for a Trial and withdraw or modify a Trial at any time without prior notice and with no liability, to the extent permitted under applicable law. 
• 4.4 Delinquent Accounts. Craftsman may suspend or terminate access to the Service, including fee-based portions of the Service, for any account for which any amount is due but unpaid. In addition to the amount due for the Service, a delinquent account will be charged with fees or charges that are incidental to any chargeback or collection of any unpaid amount, including collection fees.

• 5.1 Limited License. Subject to your complete and ongoing compliance with these Terms, Craftsman grants you a limited, non-exclusive, non-transferable, non-sublicensable, revocable license to access and use the Service.
• 5.2 License Restrictions. Except and solely to the extent such a restriction is impermissible under applicable law, you may not: (a) reproduce, distribute, publicly display, or publicly perform the Service; (b) make modifications to the Service; or (c) interfere with or circumvent any feature of the Service, including any security or access control mechanism. If you are prohibited under applicable law from using the Service, you may not use it.
• 5.3 Feedback. If you choose to provide input and suggestions regarding problems with or proposed modifications or improvements to the Service (“Feedback”), then you hereby grant Craftsman an unrestricted, perpetual, irrevocable, non-exclusive, fully-paid, royalty-free right to exploit the Feedback in any manner and for any purpose, including to improve the Service and create other products and services.
• 5.4 Additional Licenses. During the term of the agreement, Customer will have the right to add additional software licenses within the current terms of the agreement. See Annex 1 in the Order Form.
  

• 7.1 Third Party Services and Linked Websites. Craftsman may provide tools through the Service that enable you to export information, including User Content, to third party services, including through features that allow you to link your account on Craftsman with an account on the third party service, such as Twitter or Facebook, or through our implementation of third party buttons (such as “like” or “share” buttons). By using one of these tools, you agree that Craftsman may transfer that information to the applicable third party service. Third party services are not under Craftsman’s control, and, to the fullest extent permitted by law, Craftsman is not responsible for any third party service’s use of your exported information. The Service may also contain links to third party websites. Linked websites are not under Craftsman’s control, and Craftsman is not responsible for their content.
• 7.2 Third Party Software. The Service may include or incorporate third party software components that are generally available free of charge under licenses granting recipients broad rights to copy, modify, and distribute those components (“Third Party Components”). Although the Service is provided to you subject to these Terms, nothing in these Terms prevents, restricts, or is intended to prevent or restrict you from obtaining Third Party Components under the applicable third party licenses or to limit your use of Third Party Components under those third party licenses. 

• 8.1 User Content Generally. Certain features of the Service may permit users to upload content to the Service, including photos, video, images, folders, data, text, and other types of works (“User Content”) on the Service. You retain any copyright and other proprietary rights that you may hold in the User Content that you post to the Service.
• 8.2 Limited License Grant to Craftsman. Solely to the extent required by Craftsman to provide you the Services, you hereby grant Craftsman a worldwide, non-exclusive, royalty-free, fully paid right and license to host, store, transfer, display, perform, reproduce, and modify your User Content to provide you the Services, and to permit Craftsman’s third party service providers to do the same solely in connection with their performance of services to Craftsman as part of the Services.
• 8.3 User Content Representations and Warranties. Craftsman disclaims any and all liability in connection with User Content. You are solely responsible for your User Content and the consequences of providing User Content via the Service. By providing User Content via the Service, you affirm, represent, and warrant that:
  • a. you are the creator and owner of the User Content, or have the necessary licenses, rights, consents, and permissions to authorize Craftsman to use your User Content as necessary to exercise the licenses granted by you in this Section, in the manner contemplated by Craftsman, the Service, and these Terms; and
  • b. your User Content, and the use of your User Content as contemplated by these Terms, does not and will not: (i) infringe, violate, or misappropriate any third party right, including any copyright, trademark, patent, trade secret, moral right, privacy right, right of publicity, or any other intellectual property or proprietary right; or (ii) cause Craftsman to violate any law or regulation.
  • c. your User Content could not be deemed by a reasonable person to be objectionable, profane, indecent, pornographic, harassing, threatening, embarrassing, hateful, or otherwise inappropriate.
• 8.3 User Content Representations and Warranties. Craftsman disclaims any and all liability in connection with User Content. You are solely responsible for your User Content and the consequences of providing User Content via the Service. By providing User Content via the Service, you affirm, represent, and warrant that:
• 8.4 User Content Disclaimer. We are under no obligation to edit or control User Content, and will not be in any way responsible or liable for User Content. Craftsman may, however, at any time and without prior notice, screen, remove, edit, or block any User Content that in our sole judgment violates these Terms or is otherwise objectionable. You agree to waive, and do waive, any legal or equitable right or remedy you have or may have against Craftsman with respect to User Content. If notified by a user or content owner that User Content allegedly does not conform to these Terms, we may investigate the allegation and determine in our sole discretion whether to remove the User Content, which we reserve the right to do at any time and without notice. For clarity, Craftsman does not permit copyright-infringing activities on the Service.
• 8.5 Monitoring Content. Craftsman does not control and does not have any obligation to monitor: (a) User Content; (b) any content made available by third parties; or (c) the use of the Service by its users. You acknowledge and agree that Craftsman reserves the right to, and may from time to time, monitor any and all information transmitted or received through the Service for operational and other purposes. If at any time Craftsman chooses to monitor the content, Craftsman still assumes no responsibility or liability for content or any loss or damage incurred as a result of the use of content. During monitoring, information may be examined, recorded, copied, and used in accordance with our Privacy Policy.

• a. use the Service for any illegal purpose or in violation of any local, state, national, or international law;
• b. violate, or encourage others to violate, any right of a third party, including by infringing or misappropriating any third party intellectual property right;
• c. interfere with security-related features of the Service, including by: (i) disabling or circumventing features that prevent or limit use or copying of any content; or (ii) reverse engineering or otherwise attempting to discover the source code of any portion of the Service except to the extent that the activity is expressly permitted by applicable law;
• d. interfere with the operation of the Service or any user’s enjoyment of the Service, including by: (i) uploading or otherwise disseminating any virus, adware, spyware, worm, or other malicious code; (ii) making any unsolicited offer or advertisement to another user of the Service; (iii) collecting personal information about another user or third party without consent; or (iv) interfering with or disrupting any network, equipment, or server connected to or used to provide the Service;
• e. perform any fraudulent activity including impersonating any person or entity, claiming a false affiliation, accessing any other Service account without permission;
• f. sell or otherwise transfer the access granted under these Terms or any Materials (as defined in Section 6) or any right or ability to view, access, or use any Materials; or
• g. attempt to do any of the acts described in this Section 1 or assist or permit any person in engaging in any of the acts described in this Section 1.

• 12.1 Term. These Terms are effective beginning with the Subscription Start Date as specified on the Order Form, and until such time as the subscription service is canceled as outlined in Sections 12.2 or 12.3.
• 12.2 Renewal and Cancellation. The Subscription Service shall automatically renew for successive periods of the “Length of Subscription Term” as defined in The Order, unless either party provides written notice of termination at least 60 days before the end of the current term. In the absence of such notice, The Subscription Service shall automatically renew under the same terms and conditions.  Should Craftsman Plus wish to make any changes to pricing, notice shall be given to The Client a minimum of 90 days prior to renewal.  If The Client does not notify Craftsman Plus of intent to cancel 60 days prior to the end date of the existing subscription term, the new pricing shall be deemed accepted by The Client.
• 12.3 Termination. Either party may terminate The Subscription Service only for “Cause.”  For the purposes of these Terms of Use, “Cause” means (i) a breach of any material provision of these Terms of Use, which the breaching party fails to cure within 30 days of written notice from the non-breaching party, which notice shall describe the breach with particularity (provided that, with respect to the payment of money hereunder, the period for cure is 5 days), unless such breach is incapable of cure within 30 days, in which case the cure period shall be extended to a reasonable time, provided that the breaching party timely and consistently endeavors to cure the breach; and (ii) a party ceases conducting business in the normal course, becomes insolvent, makes a general assignment for the benefit of creditors, suffers or permits the appointment of a receiver for its business or assets, avails itself of or becomes subject to any petition or proceeding under any statute of any state or country relating to insolvency or the protection of the rights of creditors, or any other insolvency or bankruptcy proceeding or other similar proceeding for the settlement of the Party. 
  
• 12.4 Effect of Termination. Upon termination of these Terms: (a) your license rights will terminate and you must immediately cease all use of the Service; (b) you will no longer be authorized to access your account or the Service; (c) you must pay Craftsman any unpaid amount that was due prior to termination; and (d) all payment obligations accrued prior to termination and Sections 5.3, 6, 12.5, 13, 14, 15, 16 and 17 will survive. 
• 12.5 Modification of the Service. Craftsman reserves the right to modify or discontinue the Service at any time (including by limiting or discontinuing certain features of the Service), temporarily or permanently, with written notice to the Customer. 

• 13.1 Customer Indemnity. Customer shall indemnify, defend and hold harmless Craftsman and its Affiliates, employees or directors from any and all costs, expenses, damages, judgments and liabilities (including reasonable attorneys’ fees and the cost of any recalls) incurred by or rendered against Craftsman or its Affiliates, employees or directors in any Third Party claim made or suit brought to the extent resulting from any of the following: (a) unauthorized use of, or misuse of, the Service; (b) violation of any portion of these Terms, any representation, warranty, or agreement referenced in these Terms, or any applicable law or regulation related to your use of the Services; (c) violation of any third party right, including any intellectual property right or publicity, confidentiality, other property, or privacy right in your use of the Services, subject to Section 13.2 below.
• 13.2 Craftsman Indemnity. Craftsman shall indemnify, defend and hold harmless Customer and its Affiliates, employees or directors from any and all costs, expenses, damages, judgments and liabilities (including reasonable attorneys’ fees and the cost of any recalls) incurred by or rendered against Customer or its Affiliates, employees or directors in any Third Party claim made or suit brought to the extent resulting from: (a) allegations that the Services, including Craftsman’s provision of the Services, Materials, Craftsman Retained IP, or to the extent provided by Craftsman, Work Product or Third Party Components infringe such Third Party's intellectual property or proprietary rights; and (b) violation of any portion of these Terms, any representation, warranty, or agreement referenced in these Terms, or any applicable law or regulation related to Craftsman’s provision of the Service.
  
• 13.3 Indemnification Procedures. In the event of any claim giving rise to an indemnification obligation set forth in this Section13: (i) the indemnified party will promptly notify the indemnifying party of any such claim or potential claim of which the indemnified party has knowledge, provided, however, that any failure to provide such notification will not relieve the indemnifying party from its indemnification obligation except to the extent that the indemnifying party was prejudiced by such failure to provide notice; (ii) the indemnified party will tender to the indemnifying party sole control of the defense of the Claim and any related settlement negotiations, provided, however, that the indemnifying party will not enter into any settlement that imposes any duties or obligations on the indemnified party, monetary or otherwise, or requires the indemnified party to make any admissions, without the indemnified party’s express prior written consent; and (iii) the indemnified party will provide reasonable assistance to the indemnifying party, upon the reasonable request of the indemnifying party and at the indemnifying party’s cost and expense, in defending and settling such claim.
  

The service and all materials and content available through the service are provided “as is” and on an “as available” basis. Craftsman disclaims all warranties of any kind, whether express or implied, relating to the service and all materials and content available through the service, including: (a) any implied warranty of merchantability, fitness for a particular purpose, title, quiet enjoyment, or non-infringement; and (b) any warranty arising out of course of dealing, usage, or trade. Craftsman does not warrant that the service or any portion of the service, or any materials or content offered through the service, will be uninterrupted, secure, or free of errors, viruses, or other harmful components, and Craftsman does not warrant that any of those issues will be corrected. No advice or information, whether oral or written, obtained by you from the service or Craftsman entities or any materials or content available through the service will create any warranty regarding any of the Craftsman entities or the service that is not expressly stated in these terms. We are not responsible for any damage that may result from the service and your dealing with any other service user. You understand and agree that you use any portion of the service at your own discretion and risk, and that we are not responsible for any damage to your property (including your computer system or mobile device used in connection with the service) or any loss of data, including user content. The limitations, exclusions and disclaimers in this section apply to the fullest extent permitted by law. Craftsman does not disclaim any warranty or other right that Craftsman is prohibited from disclaiming under applicable law. 

To the fullest extent permitted by law, in no event will the Craftsman entities be liable to you for any indirect, incidental, special, consequential or punitive damages (including damages for loss of profits, goodwill, or any other intangible loss) arising out of or relating to your access to or use of, or your inability to access or use, the service or any materials or content on the service, whether based on warranty, contract, tort (including negligence), statute, or any other legal theory, and whether or not any Craftsman entity has been informed of the possibility of damage.

Except as provided in section 16.5 and to the fullest extent permitted by law, the aggregate liability of the Craftsman entities to you for all claims arising out of or relating to the use of or any inability to use any portion of the service or otherwise under these terms, whether in contract, tort, or otherwise, is limited to the greater of: (a) the amount you have paid to Craftsman for access to and use of the service in the 12 months prior to the event or circumstance giving rise to claim; or (b) $50,000.

Each provision of these terms that provides for a limitation of liability, disclaimer of warranties, or exclusion of damages is intended to and does allocate the risks between the parties under these terms. This allocation is an essential element of the basis of the bargain between the parties. Each of these provisions is severable and independent of all other provisions of these terms. The limitations in this section 15 will apply even if any limited remedy fails of its essential purpose.

• 16.1 Generally. In the interest of resolving disputes between you and Craftsman in the most expedient and cost effective manner, and except as described in Section 16.2 and 16.3, you and Craftsman agree that every dispute arising in connection with these Terms will be resolved by binding arbitration. Arbitration is less formal than a lawsuit in court. Arbitration uses a neutral arbitrator instead of a judge or jury, may allow for more limited discovery than in court, and can be subject to very limited review by courts. Arbitrators can award the same damages and relief that a court can award. This agreement to arbitrate disputes includes all claims arising out of or relating to any aspect of these Terms, whether based in contract, tort, statute, fraud, misrepresentation, or any other legal theory, and regardless of whether a claim arises during or after the termination of these Terms. You understand and agree that, by entering into these terms, you and Craftsman are each waiving the right to a trial by jury or to participate in a class action. 
• 16.2 Exceptions. Despite the provisions of Section 16.1, nothing in these Terms will be deemed to waive, preclude, or otherwise limit the right of either party to: (a) bring an individual action in small claims court; (b) pursue an enforcement action through the applicable federal, state, or local agency if that action is available; (c) seek injunctive relief in a court of law in aid of arbitration; or (d) to file suit in a court of law to address an intellectual property infringement claim.
• 16.3 Opt-Out. If you do not wish to resolve disputes by binding arbitration, you may opt out of the provisions of this Section 16 within 30 days after the date that you agree to these Terms by sending a letter to Craftsman Plus Inc., Attention: Legal Department – Arbitration Opt-Out, 1521 Alton Road #186, Miami Beach, FL 33139-3301 that specifies: your full legal name or company’s name, the email address associated with your account on the Service, and a statement that you wish to opt out of arbitration (“Opt-Out Notice”). Once Craftsman receives your Opt-Out Notice, this Section 16 will be void and any action arising out of these Terms will be resolved as set forth in Section 17.2. The remaining provisions of these Terms will not be affected by your Opt-Out Notice.  
  
• 16.4 Arbitrator. Any arbitration between you and Craftsman will be settled under the Federal Arbitration Act and administered by the American Arbitration Association (“AAA”) under its Consumer Arbitration Rules (collectively, “AAA Rules”) as modified by these Terms. The AAA Rules and filing forms are available online at www.adr.org, by calling the AAA at 1-800-778-7879, or by contacting Craftsman. The arbitrator has exclusive authority to resolve any dispute relating to the interpretation, applicability, or enforceability of this binding arbitration agreement.
• 16.5 Notice of Arbitration; Process. A party who intends to seek arbitration must first send a written notice of the dispute to the other party by certified U.S. Mail or by Federal Express (signature required) or, only if that other party has not provided a current physical address, then by electronic mail (“Notice of Arbitration”). Craftsman’s address for Notice is: Craftsman Plus Inc., 1521 Alton Road #186, Miami Beach, Florida 33139-3301. The Notice of Arbitration must: (a) describe the nature and basis of the claim or dispute; and (b) set forth the specific relief sought (“Demand”). The parties will make good faith efforts to resolve the claim directly, but if the parties do not reach an agreement to do so within 30 days after the Notice of Arbitration is received, you or Craftsman may commence an arbitration proceeding. All arbitration proceedings between the parties will be confidential unless otherwise agreed by the parties in writing. During the arbitration, the amount of any settlement offer made by you or Craftsman must not be disclosed to the arbitrator until after the arbitrator makes a final decision and award, if any. If the arbitrator awards you an amount higher than the last written settlement amount offered by Craftsman in settlement of the dispute prior to the award, Craftsman will pay to you the higher of: (i) the amount awarded by the arbitrator; or (ii) $10,000.
• 16.6 Fees. If you commence arbitration in accordance with these Terms, Craftsman will reimburse you for your payment of the filing fee, unless your claim is for more than $10,000, in which case the payment of any fees will be decided by the AAA Rules. Any arbitration hearing will take place at a location to be agreed upon in New York, NY, but if the claim is for $10,000 or less, you may choose whether the arbitration will be conducted: (a) solely on the basis of documents submitted to the arbitrator; (b) through a non-appearance based telephone hearing; or (c) by an in-person hearing as established by the AAA Rules in the county (or parish) of your billing address. If the arbitrator finds that either the substance of your claim or the relief sought in the Demand is frivolous or brought for an improper purpose (as measured by the standards set forth in Federal Rule of Civil Procedure 11(b)), then the payment of all fees will be governed by the AAA Rules. In that case, you agree to reimburse Craftsman for all monies previously disbursed by it that are otherwise your obligation to pay under the AAA Rules. Regardless of the manner in which the arbitration is conducted, the arbitrator must issue a reasoned written decision sufficient to explain the essential findings and conclusions on which the decision and award, if any, are based. The arbitrator may make rulings and resolve disputes as to the payment and reimbursement of fees or expenses at any time during the proceeding and upon request from either party made within 14 days of the arbitrator’s ruling on the merits.
  
• 16.7 No Class Actions. You and Craftsman agree that each may bring claims against the other only in your or its individual capacity and not as a plaintiff or class member in any purported class or representative proceeding. Further, unless both you and Craftsman agree otherwise, the arbitrator may not consolidate more than one person’s claims, and may not otherwise preside over any form of a representative or class proceeding.
• 16.8 Modifications to this Arbitration Provision. If Craftsman makes any future change to this arbitration provision, other than a change to Craftsman’s address for Notice of Arbitration, you may reject the change by sending us written notice within 30 days of the change to Craftsman’s address for Notice of Arbitration, in which case your account with Craftsman will be immediately terminated and this arbitration provision, as in effect immediately prior to the changes you rejected will survive.
• 16.9 Enforceability. If Section 16.7 or the entirety of this Section 16 is found to be unenforceable, or if Craftsman receives an Opt-Out Notice from you, then the entirety of this Section 16 will be null and void and, in that case, the exclusive jurisdiction and venue described in Section 17.2 will govern any action arising out of or related to these Terms.

• 17.1 General Terms. These Terms, together with the Order Form and Privacy Policy and any other agreements expressly incorporated by reference into these Terms, are the entire and exclusive understanding and agreement between you and Craftsman regarding your use of the Service. You may not assign or transfer these Terms or your rights under these Terms, in whole or in part, by operation of law or otherwise, without our prior written consent. We may assign these Terms at any time without notice or consent. The failure to require performance of any provision will not affect our right to require performance at any other time after that, nor will a waiver by us of any breach or default of these Terms, or any provision of these Terms, be a waiver of any subsequent breach or default or a waiver of the provision itself. Use of section headers in these Terms is for convenience only and will not have any impact on the interpretation of any provision. Throughout these Terms the use of the word “including” means “including but not limited to”. If any part of these Terms is held to be invalid or unenforceable, the unenforceable part will be given effect to the greatest extent possible, and the remaining parts will remain in full force and effect.
• 17.2 Governing Law. These Terms are governed by the laws of the State of Delaware without regard to conflict of law principles. You and Craftsman submit to the personal and exclusive jurisdiction of the state courts and federal courts located within Wilmington, Delaware for resolution of any lawsuit or court proceeding permitted under these Terms. We operate the Service from New York, and we make no representation that Materials included in the Service are appropriate or available for use in other locations.
• 17.3 Privacy Policy. Please read the Craftsman Privacy Policy carefully for information relating to our collection, use, storage, disclosure of your personal information. The Craftsman Privacy Policy is incorporated by this reference into, and made a part of, these terms.
• 17.4 Additional Terms. Your use of the Service is subject to all additional terms, policies, rules, or guidelines applicable to the Service or certain features of the Service that we may post on or link to from the Service (the “Additional Terms”). All Additional Terms are incorporated by this reference into, and made a part of, these Terms.
• 17.5 Consent to Electronic Communications. By using the Service, you consent to receiving certain electronic communications from us as further described in our Privacy Policy. Please read our Privacy Policy to learn more about our electronic communications practices. You agree that any notices, agreements, disclosures, or other communications that we send to you electronically will satisfy any legal communication requirements, including that those communications be in writing.
• 17.6 Contact Information. The Service is offered by Craftsman Plus Inc. You may contact us by sending correspondence to 1521 Alton Road #186, Miami Beach, FL 33139-3301  or by emailing us at info@craftsmanplus.com.
• 17.7 Notice to California Residents. If you are a California resident, under California Civil Code Section 1789.3, you may contact the Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs in writing at 1625 N. Market Blvd., Suite S-202, Sacramento, California 95834, or by telephone at (800) 952-5210 in order to resolve a complaint regarding the Service or to receive further information regarding use of the Service.

• 18.1 Training. To maximize the customer’s productivity and minimize support incidents, Craftsman provides a training session for each new user. Training materials provided may change in the future, as the product, as well as training methodologies, evolve.
• 18.2 Support Availability Hours. Monday - Friday: 9am - 6pm EST. Working days are normal statutory workdays (usually Monday - Friday, except for Bank Holidays).
• 18.3 Communication. Craftsman’s online Help Center is the primary point of contact for reporting incidents and requesting Feature Requests. The email address for the online Help Center is support@craftsmanplus.com. A support line via telephone service is not provided by Craftsman.

• 19.2 Response and Resolution Times. The following Service Level Agreements in the table below apply to correctly logged support requests. The table states different targets and levels of timescales for each priority. "h" stands for business hours, "d" for business days and "w" for business weeks.
  
  

  Severity	Required Response Time1	Required Resolution Time2	Feedback
  P1	2h	4h	2h and upon completion
  P2	2h	12h	On the day raised and upon completion
  P3	6h	4w	Every 5d
  P4	6h	8w	Every 5d

   ¹If request received within business hours, 

  ²Commences from the moment that it's verified as a Craftsman issue.

  Service Levels are measured from the time at which the Client has provided all information reasonably required.

• 19.3 Availability Service Level Agreement. Craftsman provides the following Service Level Agreement for the provision of software availability:
  
  Craftsman Studio Overall Availability Service Level Agreement 
  

  Availability per month (excluding all planned/emergency maintenance)

  99.7%

   

   
  
   
  
  This agreement applies separately to each Software product or service environment. 
  
  
• 19.4 Maintenance Agreement. While Craftsman aims to make the Software available 24 hours per day, 7 days per week, some downtime is necessary in order to conduct planned and emergency maintenance. Planned maintenance will be carried out based on market assessment of traffic, time zone and business requirements. Emergency maintenance may be carried out at any time depending on the associated risk or impact to the integrity of the product, service or accompanying data. 
  
  Craftsman will use reasonable endeavors to ensure a minimum written notice period as outlined below is provided:
  
  

  Maintenance Type	Notice
  Planned	2 Weeks
  Emergency	8 Hours

   

  
  
  
  
  
  

  This agreement applies separately to each Software product and service environment.

• Definition of support:
  1. All content must be readable, usable and all functionality must work
  2. Variations to presentation of content between browsers must be minor
  3. All core content, and new features will be regularly tested by Craftsman Plus
  4. Any visual and functional defects will be fully investigated and (where possible) automated testing implemented to prevent the issue in the future
• Supported browsers (Desktop only):
  1. Chrome (latest stable version)
  2. Safari (latest stable version)
  3. Firefox (latest stable version)
• Minimum screen resolution:
  
  1. Screen resolution width of 1024px
• Recommended screen resolution:
• Screen resolution width of 1920px and higher

  Unless expressly stated, it should be assumed the browser is not supported.

• • The Recovery Time Objective (RTO) defines the target resolution time of an outage.
  • The Recovery Point Objective (RPO) defines the target point in time to recover data in the event of an outage.
    • Causes or threatens to cause full and total system outage or total workflow interruption to multiple users; and
    • Requires special measures to be taken to restore services back to normal. For the purpose of this section, a disaster is an incident or event which;
  • Craftsman’s Business Continuity Plan (BCP) is continually updated in line with infrastructure improvements and risk assessments, seeking to ensure all aspects of the Software are capable of functioning in the midst of disruptive events.
• 21.1 Disaster Recovery Planning. The RTO and RPO metrics defined in the BCP have been integrated in the Craftsman Studio architectural design in order to ensure the most suitable recovery strategy for each system is implemented to meet those metrics, with the best possible balance of cost, risk and quality of service. The core principles of the design are as follows:
  
  • RTO and RPO targets are achievable and tested. 
  • There should be no single point of failure in any system. 
  • Backups (snapshots) of databases are taken periodically throughout each day. 
  • Critical data is replicated across multiple availability zones within a given geographic region for full redundancy (and each availability zone is made up of multiple physical data centers). 
  • Highly available environments with services replicated between multiple servers across multiple availability zones to enable continuous access to systems and data.
• 21.2 RTO and RPO Service Level Objectives. Craftsman operates with the following Service Level Agreements for Craftsman Studio. The following objectives apply separately to each Software product or service environment.
  
  

  Service Level Attribute	Service Level Agreement
  Operational Recovery Time Objective (RTO)	2 Hours
  Operational Recovery Point Objective (RPO)	24 Hours (max)