Service Level Agreement

All about privacy and data security

For participants of our customers:

For customers and website visitors:

Service levels

For an up-to-date version of the system requirements, please check: https://traintool.zendesk.com/hc/en-us/articles/215379943-System-requirements

Internet connection	The user needs to have access to a properly functioning internet connection.

Webcam	The user needs to have access to a functioning webcam.

Web browser	TrainTool supports the web browsers Internet Explorer (version 11 and up), Firefox (version 20 and up), Chrome (version 30 and up), and Safari (version 7 and up). Future versions of these web browsers will be supported within 3 months of release, unless communicated otherwise.

Cache	The cache settings of the web browsers have to be writable (this is the case by default, but could be switched off).

Javascript	Javascript has to be active.

Flash Player	The user has to have Flash Player version 11.1 or up installed. This is not required when a web browser is used that supports recordings in HTML 5 (e.g. Chrome and Firefox).

Internet ports	The user needs to have access to HTTPS/SSL (TCP port 443) and RTMP, RTMFP, RTMPT (TCP port 80 and 1935). Access to RTM(F)P(T) is not required when a web browser is used that supports recordings in HTML 5 (e.g. Chrome and Firefox).

Exceptions

Updates and maintenance with prior notice	Incidents that occur during updates and maintenance which were announced beforehand do not count as an incident as included in the SLA. These updates take place outside office hours.

Non-culpable incidents	If it turns out that a disruptive error was caused by a user beyond the control of TrainTool, this does not count as an incident as included in the SLA.

Security updates	Updates carried out for security reasons will never be seen as an incident as described in the SLA.

Custom mutations	If the client requests specific, custom mutations to the web application, the terms and conditions (regarding delivery, maintenance and support) will be determined in consultation.

Aberrent resolve time	In case of limited human resource capacity, TrainTool has the right to deviate from the resolve times as stated above. The following conditions apply: 1. the client will receive a notice by email 5 business days in advance 2. the resolve times can be extended with a maximum of 5 business days.

General

Incident	An 'incident' occurs when a client notifies TrainTool of a level 1, 2, or 3 situation.

Reactietijd/oplostijd (tijdens kantooruren)	The response time is the time until TrainTool confirms the incident. The resolve time starts then and ends when the incident has been reported as solved by TrainTool.

Office hours	Monday to Friday from 09:00 (9 AM) to 17:00 (5 PM) GMT+1, with the exception of Dutch national holidays.

Backups and maximum data loss during an emergency	At least every 24 hours a backup is made of all user data that is present in the web application. The backups are made between 00:00 and 06:00 (GMT+1) and are saved on multiple locations, spread over multiple servers located on Dutch territory. Thus, the maximum data loss during an incident is 24 hours.

Intellectual property rights	TrainTool B.V. provides the web application and optionally supplies supporting (video) material. The intellectual ownership of content that has been supplied by the client or their users, remains with the author of that content.

System requirements

For an up-to-date version of the system requirements, please check: https://traintool.zendesk.com/hc/en-us/articles/215379943-System-requirements

Internet connection	The user needs to have access to a properly functioning internet connection.

Webcam	The user needs to have access to a functioning webcam.

Web browser	TrainTool supports the web browsers Internet Explorer (version 11 and up), Firefox (version 20 and up), Chrome (version 30 and up), and Safari (version 7 and up). Future versions of these web browsers will be supported within 3 months of release, unless communicated otherwise.

Cache	The cache settings of the web browsers have to be writable (this is the case by default, but could be switched off).

Javascript	Javascript has to be active.

Flash Player	The user has to have Flash Player version 11.1 or up installed. This is not required when a web browser is used that supports recordings in HTML 5 (e.g. Chrome and Firefox).

Internet ports	The user needs to have access to HTTPS/SSL (TCP port 443) and RTMP, RTMFP, RTMPT (TCP port 80 and 1935). Access to RTM(F)P(T) is not required when a web browser is used that supports recordings in HTML 5 (e.g. Chrome and Firefox).