Under this service agreement, Ona Systems will provide clients with the use of the Ona Data mobile data collection and management service and support as described in this agreement.
Term
This service agreement covers the client’s usage of the Ona Data platform under their coverage of a free, standard, pro or enterprise plan.
Description of Services and Deliverables
Support
Ona will provide support to the client’s team. Support includes:
- Support channels, expected response times and expected resolution times are based on the pricing plan selected. Refer to our pricing page for more information.
- Access to a knowledge base containing training materials, user guides and troubleshooting guides on the use of the Ona platform on Ona’s help site.
- Access to Ona’s technical and support teams.
- Prioritized feature requests and bug fixes. The client will be provided with a formal means of reporting system bugs.
- Each feature request for development will be considered on a case-by-case basis, and the client will be provided with a projected timeline and scoping for the feature to be developed.
- Depending on the type of issue, it may take several hours to several days to determine the root cause and implement a solution. The client will receive an update from our client services team once the bug has been identified with more information on the issue occurring and tentative timelines. Depending on the complexity of the issue, they can take a day to several days to fix and deploy.
Areas of support include:
- Questions related to usage of the Ona platform;
- Troubleshooting authoring of XLSForms;
- Troubleshooting ODK Collect usage; and
- API usage and integrations with the Ona Data platform.
Support Priority Levels and Response
| Severity | Priority Category | Description of Priority | Response |
| 1 | Critical Business Impact | Results in unscheduled downtime of essential system functionality that prevents users from using the platform. System restoration is to be achieved as soon as possible for these issues to minimize the impact on business:
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Client success will acknowledge receipt to the client. Then, the team will troubleshoot, and raise immediately as critical with dedicated technical resources until the issue is resolved or has a workaround. |
| 2 | High Business Impact | A fault that has a major impact on the application or service but does not stop users from carrying out their planned workload. It does not result in unscheduled downtime of minimum system functionality. System restoration is to be achieved as soon as possible for these issues to minimize the impact on business:
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Client success will acknowledge receipt to the client. Then, the team will troubleshoot, and raise immediately as critical with dedicated technical resources until the issue is resolved or has a workaround. |
| 3 | Medium Business Impact | Faults that are inconvenient for users can be endured for a while. They do not disrupt the planned workload and do not result in unscheduled downtime of minimum system functionality:
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Client success will acknowledge receipt to the client. Then, the team will troubleshoot, and raise with technical resources. |
| 4 | Low Business Impact | Faults that do not disrupt the planned application/service workload, do not result in unscheduled downtime and can be worked around by users.
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Client success will acknowledge receipt to the client. Then, the team will troubleshoot, and raise with technical resources. |
Hosting
- Ona will aim to achieve 99.5% server uptime of the Ona Data service. Ona will constantly monitor the servers providing the Ona Data service to ensure their uptime and performance.
- Ona will provide adequate servers to ensure a consistently good user experience when accessing the service.
- On rare occasions, Ona may be required to bring the system down for scheduled maintenance and/or service upgrades. Before doing so, Ona will notify all users about this scheduled downtime.
Platform Usage
- Ona will provide clients with individual/organization account(s) on the Ona Data platform.
- The Ona Data platform is a secure cloud-hosted service trusted by many leading global development and humanitarian organizations.
- Limits on the number of projects, forms or datasets and submissions will depend on the chosen plan. Refer to our pricing page for information.
API Usage
- All client data stored in an individual/organization account will be available via a REST-based API service.
- There will be no API call limit on the Ona Data platform.
- If a client account uses an unusually high rate of API calls, Ona reserves the right to temporarily rate limit the API usage to ensure it does not affect the overall service performance. In such an event, Ona will work with the client to recommend different technical approaches to reduce API usage.
- When changes are made to the API that could affect the clients, Ona will notify them in advance to enable a timely response.
User and Data Privacy
Ona will only use the personal user information provided to Ona by the client to communicate with them about the status or usage of the Ona platform.
The client will retain complete ownership of all data submitted to the Ona platform. Ona will never share or access the client’s data, unless granted explicit permission by the client, or to provide technical assistance. All communications between the client and Ona staff will be kept in strict confidence.
To comply with the law, Ona may release accounts and other personal information to comply with issues related to national security or to protect the rights of Ona and its users.
The full terms of the Ona Privacy Policy can be viewed here: https://ona.io/home/privacy-policy/.
Data Protection
- Ona is committed to protecting the safety and privacy of all client data uploaded to Ona. Ona will use industry-standard best practices (both technical and administrative) to protect against unauthorized access to data. Ona cannot guarantee, however, its absolute security.
- To protect from loss of data, Ona will do frequent system and incremental backups which are stored and encrypted in data centers across different geographic zones.
- To ensure data security, users accessing the Ona Data platform should have their own individual login. Users should never share their login information, and they should change their password frequently.