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YSoft SAFEQ Cloud Breeze
Service Level Agreement


Reliable cloud print and scan support for everyday workflows.

SAFEQ Cloud Breeze is delivered as a managed cloud service for organizations that need simple, dependable printing and scanning. Core workflows, defined as Covered Experiences, are backed by a 99.0% availability commitment. When a platform-level issue affects a Covered Experience, it's measured against the availability commitment. When an issue falls outside a defined Covered Experience, it is handled under the applicable incident response commitment.

This SLA defines the service commitments between Y Soft and its authorized reseller or partner. Any support commitments made to the end customer are governed separately by the agreement between that partner and the customer, unless Breeze Direct Support applies.

What's Covered:

SAFEQ Cloud Breeze Covered Experiences include the core workflows customers rely on every day:

  • Submitting print jobs through the PC Client, Mobile Client, and web portal

  • Processing print jobs in the cloud

  • Sending print jobs directly to a printer and releasing them at the MFP

  • Submitting scan jobs through the MFP Client

  • Collecting metadata

  • Processing documents according to workflow

  • Sending processed documents to a selected destination

Availability Commitment:

SAFEQ Cloud Breeze includes a 99.0% availability commitment for Covered Experiences. Availability is measured monthly, and planned maintenance plus certain customer-side, device-side, software, and third-party conditions are excluded from the availability calculation as defined in the SLA.

Support Options:

YSoft SAFEQ Cloud Breeze is available with Breeze Support and Breeze Direct Support.

Both options include the same 99.0% availability commitment for Covered Experiences and 2 Business Day Critical Incident response time for issues beyond defined Covered Experiences. Major Incident and Unclassified/Information Request response commitments are not included in the Breeze support model.

  • With Breeze Support, the reseller provides Level 1 and 2 support, and Y Soft provides Level 3 support.

  • With Breeze Direct Support, the customer provides Level 1 support, and Y Soft provides Level 2 and 3 support.

The certification requirement also changes by model: Reseller certification applies to Breeze Support, while customer certification applies to Breeze Direct Support. No SOW or SSOW is required for either offering.

 

How support is delivered:

The SLA includes:

  1. Guaranteed uptime for Covered Experiences

  2. Guaranteed response times for reported incidents (critical, major, and unclassified incidents)

  3. Access to standard support through Helpdesk tickets for general setup and configuration guidance. Helpdesk access is available through the Support Portal and may also be integrated with the reseller’s helpdesk system.

Categories of potential incidents:

  • Critical Incidents: Severe issues that render one or more Covered Experiences unavailable to all end users at one or more physical locations, or involve a suspected security incident or leakage of confidential information.

  • Major Incidents: Issues that significantly affect one or more Covered Experiences or disrupt other essential product functions, but do not shut down the service.

  • Unclassified Incidents & Information Requests: Unclassified incidents and information requests are classified as all other issues that do not meet the Critical or Major classification criteria.

 

Requirements for support eligibility:

To remain eligible for SLA support, customers must maintain an active SLA for all MFPs on the installation in the matching offering tier and term, allow remote access to Local Components, and keep auto-update enabled where available. Local Components are expected to run the current production version or a version less than 90 days old. Older versions are supported only on a reasonable-effort basis where security and stability are not compromised.

For Breeze Direct Support, Y Soft may refuse or close requests that are already addressed in the self-help materials available through the Support Portal. Before opening a Helpdesk incident, the customer must first review those materials and attempt the recommended resolutions. Any incident must be submitted by an end user with administrator rights in the SAFEQ Cloud customer tenant.

What’s Outside the Scope:

The Breeze SLA does not cover professional services such as installation and deployment of Local Components, configuration, customization, or troubleshooting in the customer environment; network and firewall troubleshooting; Active Directory or LDAP configuration; SSL, clustering, MDM integration, Windows or Linux configuration work; third-party driver troubleshooting; or third-party software integration. These services may be purchased separately, subject to availability.

The SLA excludes non-production environments, beta or early access features, unsupported customizations, customer rejection of a proposed solution without reasonable security concerns, factors beyond Y Soft’s control, unauthorized actions, faulty input or instructions, planned maintenance, hardware-related issues, and breaches of applicable terms of use for the product or interoperating software and hardware.

Read the full SAFEQ Cloud Breeze Support Document

For complete legal terms, support conditions, exclusions, incident reporting requirements, and support obligations, refer to the full SAFEQ Cloud Breeze Support Document available on the Y Soft Partner Portal.

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