Dixa.com

Last updated:

Apr 3, 2018

1. Prerequisites for service-level agreement

The terms described in this service-level agreement apply for all Dixa subscription plans and contracts, unless specified otherwise in your Order Form.

2. Severity levels

Severity is defined as the impact an issue has on the Customer’s ability to conduct business. Restoration targets are based on the Severity level assigned to an incident by Dixa Support.

Priority is defined as the Customer designated level of importance and is used as a weighting factor when defining the Severity Level of an incident.

Dixa Support prioritize issues based on the Severity level.

Issue severityDefinition1 – Critical Impact (Code Red)The customer is experiencing a severe problem resulting in an inability to perform a critical business function. There is no workaround.2 – High ImpactThe customer is able to perform job functions but performance is degraded or severely limited.3 – Medium ImpactThe Customer’s ability to perform job functions is largely unaffected, but noncritical functions or procedures are unusable or hard to use. A workaround is available.4 – Low ImpactDixa is available and operational; trivial impact to Customer’s business operations or Customer requires information or assistance on the Dixa Service capabilities or configuration.

The characteristics set forth in the above table are used to identify the criteria for the severity of a Customer’s case. The assigned severity level for an issue may be mutually re-determined by both Dixa and the Customer during the issue resolution process, but Dixa shall have the final authority as to the actual Severity designation.

3. Target initial response times

All target initial response times apply to business hours Monday through Friday, 8:00am to 5:00pm customer local time. Severity 1 or Critical impacting incidents are supported and responded to 24x7x365.

Note: Reproducible errors that cannot be resolved promptly are escalated for further investigation and analysis.

Issue severityStandard initial response time1 – Critical Impact (Code Red)Severe impact or degradation to the Customer’s business operations caused by intermittent disruption of Dixa Service. Response Target: 5 min. (phone and chat)2 – High ImpactDixa Service is available and operational; moderate impact to the Customer’s business operations. Response Target: 1 business hour (web*)3 – Medium ImpactDixa Service is available and operational; nominal adverse impact to the Customer’s business operations. Response Target: 2 business hours (web*)4 – Low ImpactDixa Service is available and operational; no impact to the Customer’s business operations or the Customer requires information or assistance on the Dixa Service capabilities or configuration. Response Target: 1 business day (web*)

* support.dixa.help

4. Time to Restore and Time to Resolve

The objective of Dixa Support is to restore functionality as quickly as possible. For non-platform issues, the time to restore timer starts when the customer engages Dixa Support.

Time to restore is the amount of time a Customer is impacted before functionality is restored.

Time to resolve is the amount of time it takes to resolve the root cause of an issue.

Time to restore targets are based on Severity.

5. Target restoration times

Dixa Support and Engineering aim to reach restoration of your issue within the following target restoration times, but does not offer any guarantee on restoration times.

Issue severityRestoration target1 – Critical Impact (Code Red)4 hours2 – High Impact1 business day3 – Medium Impact3 business days4 – Low Impact7 business days

6. SLAs and credits

We will make the Dixa Service available 24 hours a day, 7 days a week, and use commercially reasonable best efforts to provide 100% uptime, except for the following “Uptime Exclusions”: (i) occasional planned downtime at non-peak hours (for which we will provide advance notice); or (ii) any unavailability caused by circumstances beyond our reasonable control, including failure or delay of your Internet connection, misconfiguration by you or any third party acting on your behalf, issues on your network, major country or regional wide outages in network, connectivity or telecommunications infrastructure provided by major service and telecom providers, or telecommunications services contracted directly by you.

However, if our service uptime falls below the following thresholds in any one month billing cycle (not including any Uptime Exclusions), you may request a credit within thirty (30) days after the month in which the uptime fell below threshold. Please contact your Customer Success Manager to request credit. Upon Customer’s valid request, we will provide upon customer request the stated credit against the following month’s invoice. For annual term contracts, we will provide the applicable cash refund as a credit to the pre-paid balance or a cash refund, at the customer’s discretion.

Uptime %Credit %Below 99.9%5%Below 99.0%10%

7. Cooperation

Dixa Technical Support must be able to reproduce errors in order to resolve them. The customer is expected to cooperate and work closely with Dixa to reproduce errors, including conducting diagnostic or troubleshooting activities as requested and appropriate. Also, subject to the customer’s approval on a support cooperation via email, chat and phone basis, and users may be asked to provide remote access to their Dixa application and/or desktop system for troubleshooting purposes.

7.1. Support channels

All support inquiries on the Enterprise subscription plan can be initiated via phone, in-app chat (in the Dixa Agent Interface) and email plus web support at the Dixa Helpcenter support.dixa.help/en

8. Dixa platform high-availability

8.1. Infrastructure

The Dixa Platform is hosted on a highly-available Kubernetes cluster which is composed of nodes running in AutoScaling groups on Amazon Web Services (AWS EC2). The cluster is distributed across three availability zones (datacentres) inside the same AWS region (EU), which makes the platform tolerant to scenarios where up to two availability zones are unavailable.

Availability zones are located about 30 km from one another, and have isolated and redundant power distribution and network connectivity. This deployment pattern ensures failure tolerance even in the unlikely event of fires and floods.

Our databases also use highly-available deployments. Every service the platform relies on is always available in at least two availability zones.

We also ensure to be always overprovisioned in terms of node count in the Kubernetes cluster. In addition, our database layer is based on DynamoDB, which provides dynamic auto-scaling for each individual table.

8.2. Content delivery

The public-facing components of the Dixa platform are served by a global Content Delivery Network (116 Points of Presence in 56 cities across 24 countries).

This network is used both by the Agent Interface and the Chat Widget. This CDN ensures that there is no single point of failure for end-users and agents when loading Dixa assets.

In addition, the CDN enables us to have extremely good load times for your end-users, regardless of their geographical location.

8.3. Telephony

The Dixa platform uses a number of global telephony carriers and service providers. All of our partners are present in a vast number of countries, enabling Dixa to offer its service across most of the world.

In the unlikely event that one of our partners encounters an incident, we have the ability to route your outbound voice traffic to another carrier. Furthermore, our enterprise carrier is able to re-route your inbound traffic directly to an emergency phone number of your choosing in case the Dixa platform would become unavailable. This is a manual backup solution that can be activated within minutes.

8.4 The current status

The current status of the platform and the Dixa Service and overview of planned maintenance and incidents is at all times available here http://status.dixa.io, and you are able to subscribe to status updates via email and sms.

9. Additional Guarantees

Any additional guarantees related to the Dixa platform and services may be found in the Terms and Conditions

Dixa ApS
Artillerivej 86, st. tv.,
2300 Copenhagen S,
Denmark
VAT No.: 36561009

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Minimum subprocessors

Core sub-processors are integrated into Dixa's services and required to process the customer's personal data in order for the Customer to enjoy and make use of the Dixa Services.

Supplier	Address	Purpose	Transfer mechanism	Categories of data
Amazon Web Services EMEA SARL	Avenue John F. Kennedy 38, Luxembourg, 1855, Luxembourg	Data Center infrastructure (Hosting and computing power) / Infrastructure for e-mail handling		All customer data in the Dixa services, including: full name, messages, notes, phone number, email, phone call details, analytics reports.
Dagasan	Monaco	Platform development and maintenance.	EU SCC	All customer data in the Dixa services.

Dixa Group Companies

Supplier	Address	Purpose	Transfer mechanism	Categories of data
Elev.io Pty Ltd	Level 6, 43 Hardware Lane, Melbourne, 3000, Victoria, Australia	Platform development and maintenance.	EU SCC	All customer data in the Dixa services.
Dixa GmbH (formerly Solvemate GmbH)	Friedrichstraße 114 A, 10117 Berlin, Germany	Platform development and maintenance.		All customer data in the Dixa services.
Miuros SAS	92 Cours Lafayette, CS 53515, 69489 Lyon, Cedex 03, France	Platform development and maintenance.		All customer data in the Dixa services.
Dixa Ltd	Knotel, Clerks Court, 18-20 Farringdon Ln, London EC1R 3AU, United Kingdom	Pre- & post-sales solutions consulting, and customer support.	Adequacy decision, alternatively EU SCC	Customer Data in the Dixa services.
Dixa Inc.	211 East 43rd Street, 7th Fl – PMB #AV104, New York, NY, 10017, USA	Pre- & post-sales solutions consulting, and customer support.	EU SCC or EU-US DPF	Customer Data in the Dixa services.

Modular sub-processors

Sub-processors may be used by a Customer as part of the Dixa Services (if purchased as a service or channel). Sub-processors relevant to an individual customer will depend on add-ons and channels that the customer uses.

Supplier	Address	Purpose	Transfer mechanism	Categories of data
Voxbone S.A. (Bandwidth Group)	Avenue Louise 231, 1050 Ixelles, Belgium	Telecommunications/ VoIP provider	EU-US DPF, EU SCC	Contact information, Customer communication data
DIDWW Ireland Limited	10/13 Thomas Street, The Digital Hub, Dublin 8, Ireland	Telecommunications/ VoIP provider	EU SCC	Contact information, Customer communication data
Gradwell Communications Ltd.	Onecom House 4400 Parkway Whiteley, Fareham, Hampshire, England, PO15 7FJ, United Kingdom	Telecommunications/ VoIP provider	EU SCC	Contact information, Customer communication data
Elev.io Pty Ltd	Level 6, 43 Hardware Lane, Melbourne, 3000, Victoria, Australia	Knowledge base functionality.	EU SCC	Content stored and accessed in the knowledge base functionality provided by Elev.io, including author information.
Twilio, Inc.	101 Spear Street, 5th floor, San Francisco, CA 94105. Twilio Ireland Limited: 70 Sir John Rogerson's Quay, Dublin 2, D02 R296, Ireland	Call/Text handling technology/infrastructure. E.g. SIP trunk provisioning, client calls, conference mixing, voice routing, outbound PSTN provider. Telecommunications and integration provider for instant messaging (WhatsApp)	EU-US DPF, EU SCC	Contact information, Customer communication data
Avoxi, Inc.	300 Galleria Parkway SE, Suite 610, Atlanta, Georgia 30339, USA	Telecommunications/ VoIP provider	EU-US DPF, EU SCC	Contact information, Customer communication data
Dixa GmbH (formerly Solvemate GmbH)	Friedrichstraße 114 A, 10117 Berlin, Germany	Chatbot intelligence		Content stored in the chatbot functionality, such as personal identification, contact information, and inputs of end-users sent in the feedback forms.
Miuros SAS	92 Cours Lafayette, CS 53515, 69489 Lyon, Cedex 03, France	Customer Service Performance Platform/ Analytics	EU SCC	Content used for the analytical data reports, including personal identification, analytics, contact information, and messages.
Bird Eats Bug (Bird Labs GmbH)	c/o Factory Works GmbH Rheinsberger Straße 76/77, 10115 Berlin, Germany	Bug reporting	EU SCC	All customer data included in the bug report.
Microsoft Ireland Operations Limited	ONE MICROSOFT PLACE, SOUTH COUNTY BUSINESS PARK, LEOPARDSTOWN, Dublin 18, D18 P521, Dublin, IRELAND	Processing of data by Azure OpenAI Service (e.g. ChatGPT) in order to provide artificial intelligence capabilities in relation to linguistic analytics of, and replies to, conversations.	EU-US DPF, EU SCC	Conversations, incl. End-User Contact information (name, email, id. etc), Knowledge Articles.
Bandwidth Inc. (Bandwidth Group)	2230 Bandmate Way, Raleigh, NC 27607, USA	Telecommunications/ VoIP provider	EU-US DPF, EU SCC	Contact information, Customer communication data
Auth0 (Okta Inc)	100 First Street, 6th Floor, San Francisco, CA 94105, USA	Provider of advanced authentication options for login to the Dixa Platform.	EU SCC	Agent login identifier (e.g. email)
Lab08 ApS	Bredgade 21B, 1260 Copenhagen K, Denmark	An integration partner which may assist with building custom integrations, if the Customer has purchased services for development or maintenance of custom integrations.	N/A	Conversations, incl. End-User Contact information (name, email, id. etc), Knowledge Articles.
Anthropic Ireland, Limited	6th Floor, South Bank House, Barrow Street, Dublin 4, Dublin, Ireland	Processing of data by Anthropic AI models in order to provide artificial intelligence capabilities in the Dixa Platform.	EU SCC, EU-US DPF	Conversations, incl. End-User Contact information (name, email, id. etc), Knowledge Articles.
Makes You Local	Østbanegade 123, 2100 Copenhagen, Denmark	An onboarding partner which may assist with onboarding our Customers to the Dixa Services, if Dixa assigns Makes You Local to perform the onboarding. The onboarding partner will be able to see the content of the Customers organisation for onboarding purposes.		All customer data in the Dixa services, including: full name, messages, notes, phone number, email, phone call details, analytics reports which may be accessed in the course of the vendor providing assistance with onboarding.
BrowserStack	4512 Legacy Dr, Ste 100, Plano, Texas 75024, USA	Bug reporting services	EU SCC or EU-US DPF	All customer data included in the bug report.
EverHelp Ltd	5-9 Main Street, GX11 1AA, Gibraltar, Gibraltar	Provision of external support team services.	EU SCC	Conversations with Dixa customer's agents; Agent information; All Customer Data in Customer when needed to access to troubleshoot Dixa Customer's support request.
Langfuse GmbH	Gethsemanestr. 4, 10437, Berlin, Germany	A management platform for Artificial Intelligence, Machine Learning and Large Language Models (AI/ML/LLM). This service helps process the data and send the data to the appropriate AI/ML/LLM solution, optimize prompts, and return the results from AI/ML/LLM to Dixa.	Adequacy decision, EU SCC	Conversations, incl. the content of message/communication, end-user and agent information (name, email, number, id. etc), knowledge articles and their meta-data, as well as derived output material resulting from analysis of said input data.
Elevenlabs Inc.	169 Madison Ave #2484, New York, NY 10016, USA	Provides services for AI powered Voice/Speech functionalities, e.g. input analysis and output generation for Speech-to-Text, Text-to-Speech and Speech-to-Speech functionalities.	Adequacy decision, EU SCC and/or EU-US DPF	Conversations, incl. the content of message/communication, end-user and agent information (name, email, number, id. etc), knowledge articles and their meta-data, as well as derived output material resulting from analysis of said input data.

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