Service Level Agreement
Last updated: March 2023
The following Service Level Agreement (SLA) supplements the relevant Bentley commercial program agreement, including the Cloud Offering Terms. In the event there is a conflict between this SLA and the relevant Bentley commercial program agreement, this SLA shall prevail. This SLA shall apply to specific Bentley Cloud Offerings only when attached to or incorporated by reference to an applicable commercial offering document, such as a quotation, proposal, or order form. If a commercial offering document does not include this SLA as an attachment or by reference, it shall not apply to that Cloud Offering.
Bentley shall provide System Availability per Table 1 below.
Table 1 – Availability
|Availability Commitment||System Availability Period|
Bentley shall measure performance against the Availability Commitment during a calendar month based on the following calculation:
Minutes Availability % = Available Minutes – Unscheduled Downtime/ Available Minutes
- Users will be given notice of Maintenance Windows which will be used to apply required patches to the IT infrastructure to ensure the continued security, availability, and performance of the system. Wherever practical, Maintenance Windows will occur outside of Subscriber’s core business hours.
- The Availability Commitment excludes downtime due to Scheduled Maintenance.
- Unscheduled Downtime is calculated from the minute it is clearly reported by the Subscriber to Bentley, until Bentley reports it fixed or mitigated. Bentley may subtract from the calculated downtime any time waiting for a response from the Subscriber
- Only “Critical” Incidents (Table 3 below) will be considered as Unscheduled Downtime in the above Availability calculation.
- Where Bentley provides multiple production services, identified by different Universal Resource Locators (URLs), the availability will be calculated for each URL.
Bentley shall provide Subscriber remedies for any Bentley failure to meet the Availability Commitment during any
single calendar month (the “Cover Period”). Upon the first instance per URL, Bentley shall make a good faith effort
to understand the cause and make reasonable repairs to prevent the failure from occurring again. Upon any
subsequent instance, in addition to the remedy set forth above, Bentley shall also provide a Service Credit to Subscriber as described in Table 2. If the Monthly Subscription covers multiple Fully Qualified Domain Names
(FQDNs), the remedy will be based off a part of the Monthly Subscription proportional to the usage of that FQDN.
Table 2 – Remedies
|98 % — 99.8%||2% of Monthly Subscription for affected Service|
|95 % — 97.9%||4% of Monthly Subscription for affected Service|
|Below 95%||5% of Monthly Subscription for affected Service|
Bentley will apply any Service Credits only against future amounts due from Subscriber for Hosting Fees. Service Credits will not entitle Subscriber to any refund or payment from Bentley. Unless claimed within ninety (90) Days
following the end of the Cover Period to which they correspond, all Service Credits are waived with respect to that period of service. Subscriber agrees that the Service Credits set forth herein are Subscriber’s sole and exclusive
remedy, and Bentley shall have no further liability, for any failure by Bentley to meet the Availability Commitment or System Availability Period.
In respect of all other claims, losses, or damages, whether arising from tort (including negligence), breach of contract, or otherwise under or in connection with this SLA, shall in no event exceed the applicable monthly
subscription fees during which the event giving rise to the liability occurs.
Bentley will, in consultation with the Subscriber, be responsible for classifying each reported, verifiable and
reproducible incident per Table 3 and will use commercially reasonable efforts to resolve such incidents in
accordance with the targets specified in Table 4.
Table 3 – Priority Classification
A complete loss of cloud service – no user can
interact with the service
|Users at multiple sites cannot access|
the system and no workaround
|High||Incident which impairs the users’ ability to maintain business operation causing a severe degradation of service or resulting in some important functionality being unavailable.|
Operations can continue in a restricted fashion.
|Users can access system however|
there is material degradation of functionality or performance
|Medium||Incident which causes a loss of some|
interact with the service
|A service is not available causing inconvenience, however, business operations can continue without major disruption the system and no workaround exists.|
|Low||Incident which has little or no significant|
impact on the business. Low impact & low
|The behavior varies from user expectations, but normal business operations can continue.|
Table 4 – Incident Response and Resolution Targets
|Priority||Response Target||Resolution Target||Update Interval|
|P1 – Critical||1 Hour||See below*||1 Hour|
|P2 – High||2 Hours||1 Business Day||1 Business Day|
|P3 – Medium||4 Hours||10 Business Days||5 Business Days|
|P4 – Low||8 Hours||Mutually Agreed||Mutually Agreed|
*Critical incidents will be forwarded immediately and worked continuously by qualified team members until it is resolved, or an acceptable workaround is delivered to reduce the priority.
Response, Resolution and Update target levels are indicators and serve as benchmarks for the Bentley Support teams.
“Response Times” and Resolution Times” commence from the point in time accurate and complete information regarding the incident or interruption is correctly entered in Bentley’s Incident Tracking system.
If the resolution of any P2, P3 or P4 issue requires an update, fix or patch to the relevant Bentley commercial
software product resulting in a modification of standard COTS or customized code, then additional development, testing and release tasks will be required to ensure the quality of the product release. Bentley’s support obligations in these instances, including response times, shall not be governed by this SLA, but rather the Bentley commercial program agreement that governs Subscriber’s use of the applicable Cloud Offering.
“Business Day” for support of P2 though P4 incidents is defined as Monday through Friday inclusive excepting
Public Holidays in the location where support is provided.
Bentley has designed the systems to meet the recovery time and point objectives described in Table 5 and shall
use commercially reasonable efforts meet them in the event of a system failure.
Table 5 – System Disaster Recovery Objectives
|Recovery Time Objective (RTO)||Recovery Point Objective (RPO)|
|8 Hours||1 Hour|
This SLA and any applicable Service Levels do not apply to any performance or availability issues:
- Due to factors outside our reasonable control (for example, natural disaster, war, acts of terrorism, riots, government action, or a network or device failure external to our data centers, including at Subscriber’s site or between Subscriber’s site and Bentley’s data center);
- That result from the use of services, hardware, or software provided by Subscriber, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or services;
- Caused by Subscriber’s use of a Service after instruction from Bentley to modify use of the Service;
- During or with respect to preview, pre-release, beta or trial versions of a Service, feature or software (as determined by Bentley);
- That result from Subscriber’s unauthorized action or lack of action when required, or from Subscriber’s
employees, agents, contractors, or vendors, or anyone gaining access to Bentley network by means of Subscriber’s passwords or equipment, or otherwise resulting from Subscriber’s failure to follow appropriate security practices;
- That result from faulty input, instructions, or arguments (for example, requests to access files that do not exist);
- That result from use of sandbox, proof of concept, development, QA, or other non-production systems
unless explicitly included by Bentley Systems.
Service Termination and Subscriber’s Data
Upon termination of the Service, Bentley will deactivate any remaining Subscriber accounts and upon written request provide an export of Subscriber’s data in a standard, generally accepted electronic form within ten (10) business days, and places no restrictions on its use by the Subscriber. Unless otherwise requested, Bentley will delete all copies of Subscriber’s data from its servers within two (2) weeks of being notified that the Subscriber has successfully read the files, or within four (4) weeks of the data being provided if no confirmation or
associated Service Request is received.
Note: it may take up to an additional 30 days for back-ups of that data to expire.