Last Updated: July 7, 2023
The following services are subject to the terms and conditions of the MSA and Order Form.
Section 1: Definitions
Certain capitalized terms used in this Services Description shall have the meanings assigned to them herein or the MSA.
- Beta Service: Contentstack services that are not generally available to customers.
- Branch: this allows Customers to implement development branching strategies depending on their development team's needs such as testing new releases or new integrations. With Branches, a Customer’s development teams can work on parallel improvements to its digital estate without disrupting any current production environments.
- Business Days: Monday to Friday, excluding public holidays.
- Business Hours: Start and Grow Support Plans: Sunday at 9:30 pm PT to Friday at 6:30 pm PT.
- Incident: any reported Operational Fault or lack of availability of the Software resulting from lasting continuously or intermittently for a period of up to 6 hours.
- MSA: the main agreement (and all associated Order Forms) between Contentstack and Customer that sets forth the terms under which Contentstack will license software to and/or perform services for Customer.
- Operational Fault: failure of the Software to operate in all material respects in accordance with this Service Description and the Documentation, including any operational failure or error referred to in section 7 below. An Operational Fault shall not be recognized unless it can be duplicated by Contentstack support personnel.
- Response Time:
- the period of time between receipt of the issue description by the relevant Contentstack support team and the initial response to the Customer.
- Stack: is a repository or a container that holds all the content/assets of a Customer web property, project, or application. It allows multiple users to create, edit, approve and publish their content. Contentstack allows Customers to create multiple stacks and invite Users (if they have required permissions) to the stack. Within a stack, Customers can create their content, add assets, define workflows, create webhooks, and access many more features.
- Support Request: a request made by Customer in accordance with this Services Description for support in relation to the Software, including correction of an Operational Fault.
Section 2: Onboarding Services
Onboarding and enablement consulting services designed to expedite project implementation through expert guidance and the utilization of product best practices. The hours allotted to Onboarding Services shall include providing services, meeting preparation, and any necessary research and learnings. These services consist of any combination of the following:
- Architecture consulting: collaborative virtual workshop sessions to plan and design an effective Contentstack architecture;
- Content modeling consulting: virtual workshops to assist in structuring and organizing content using product best practices;
- Integration Consulting: technical assistance integrating third-party services with Contentstack implementations;
- Migrations consulting: consulting guidance covering content transformation and the API import of content and assets into Contentstack;
- General use-case solutioning: collaborative virtual workshops to discuss and consult on unique business requirements; and
- Product onboarding and enablement training services: virtual training workshops catered to technical and non-technical audiences. These training sessions can be either general in nature or customized to focus on specific product topics.
The Order Form will specify the number of hours or days of Onboarding Services made available by Contentstack. The Onboarding Services shall be valid for the Subscription Term under the corresponding Order Form under which the Onboarding Services are purchased. Any unused Onboarding Services will not be subject to any credit or refund and will not be carried forward.
Exclusions: Any services not set forth in this description are excluded from the Onboarding Services. Without limiting the foregoing, the following types of activities are outside the scope of the Onboarding Services unless otherwise provided herein or in the applicable Order Form:
- services in relation to software, data, information, goods, and/or services provided by third parties;
- the service levels and service credits set out herein do not apply; and
- code creation, code review, implementation debugging, or third-party API support.
Section 3: Add-on Services
The Add-on Services consist of Mission Control. This includes proactive API support (this is intended to help customers maximize performance while minimizing errors and cost) and response anomaly detection.
The Order Form will specify the number of hours or days of Add-on Services that will be made available by Contentstack. The Add-on Services shall be valid for the Subscription Term under the corresponding Order Form under which the Add-on Services are purchased. Any unused Add-on Services will not be subject to any credit or refund and will not be carried forward.
Any services not set forth in this description are excluded from the Add-on Services. Without limiting the foregoing, the service levels and service credits set out herein do not apply.
Section 4: Standard and Scale Support
Contentstack provide in-product chat support: 24x5 (Start and Grow) or 24x7 (Scale). Customers can contact the Contentstack support team through in-product chat or by emailing firstname.lastname@example.org. For our Scale support plan, Customer will be provided with a dedicated account rep.
Access to all releases, updates, and patches made available by Contentstack is applicable to the tier licensed. As to whether a release constitutes a new product, a new product capability, a product update, or a product patch is determined by Contentstack, at its discretion, provided that such determination shall be made consistently across all Customers.
Support Exclusions: See section 5 below.
Service Level Commitment: Contentstack will perform Standard and Scale support in accordance with the specific performance standards set forth in this Services Description, subject to any exclusions set out therein.
Aggregation. Contentstack shall and may aggregate, collect and analyze information relating to the provision, use, and performance of the Software and may use (during and after any Subscription Term) such information to develop and improve the Software and other Contentstack offerings, including disclosure of such information to third parties in an aggregated and anonymized format such that no Customer Confidential Information nor any individual or household can be identified or re-identified.
Future Functionality. Customer agrees that the Customer’s purchases are not contingent on the delivery of any future functionality or features, or dependent on any oral or written public comments made by Contentstack regarding future functionality or features.
Section 5: Support Exclusions
Any services not set forth in this Services Description are excluded. Without limiting the foregoing, the following types of activities are outside the scope of all support plans unless otherwise provided herein or in the applicable Order Form: The Operational Fault is caused by:
- use of the Software in an operating environment other than as set forth in the Documentation;
- Customer's failure to follow any reasonable instructions of Contentstack or in the Documentation;
- use of the Software outside the terms and conditions of the MSA, the Documentation, and/or the Order Form, including the Permitted Purpose;
- Customer’s negligence, abuse, misuse, or improper handling and/or use of the Software; ·modification of the Software by anyone other than Contentstack;
- software, third-party applications, or services not provided by Contentstack;
- a Force Majeure Event.
Section 6: Service Level Agreement: Overview
- Contentstack will make the Software available to the Customer pursuant to the MSA and the applicable Order Forms.
- Contentstack will use commercially reasonable efforts to make the Software available 99.50% (Start, Grow) and up to 99.99% (Scale) of the time, 24 hours a day 7 days a week (depending on the support plan Customer has selected – see section 4 above) calculated monthly, except for:
- planned downtime (of which Contentstack will aim to give at least 24 hours of electronic notice and which Contentstack will schedule (to the extent practicable) during weekend hours between 6:00 p.m. Friday and 3:00 a.m. Monday, Pacific time);
- unavailability caused by the activities listed in section 5 of this Services Description;
- emergency maintenance (Contentstack reserves the right to perform any required emergency maintenance work outside of the planned downtime window. Contentstack will use reasonable efforts to notify the Customer before commencing any emergency maintenance outside of the planned downtime window and will use reasonable efforts to limit the impact on the Customer).
- unavailability caused by any other acts or omissions of Customer or any third party acting on its behalf; unavailability caused by network unavailability or bandwidth limitations outside of our network
- issues arising from problems in the software, firmware, or hardware of our suppliers*; and
- hacks, the malicious introduction of viruses, disabling devices, and other forms of attacks that disrupt access to the Software or Software*.
(*such events shall be included in the calculation of availability if the outage could have been prevented by reasonable and customary precautions in the hosting industry, which precautions were not taken.)
Submitting support requests and access
- Customer may request support by way of a Support Request.
- Each Support Request shall include a description of the Operational Fault and, where relevant, the start time of the incident.
- Customer shall provide Contentstack with:
- prompt notice of any Operational Faults which it becomes aware of; and
- such output and other data, documents, information, and assistance, as are reasonably necessary to assist Contentstack to reproduce operating conditions similar to those present when the Customer detected the relevant Operational Fault and to respond to the relevant Support Request.
- All support shall be provided on a remote basis.
Section 7: Service Level Agreement: Response Times and Workaround/fix Target Times
Severity Level Determination
Severity Level Description
Workaround/Fix Target Times
Outage defect causes the Software to be wholly inoperable, produce material incorrect results, or fail catastrophically, causing a critical impact on the Customer’s business operations (for example, the Software is down, causing a critical impact to business operations if service is not restored quickly).
4 Business Hours
Updates to Customer every 4 hours, continuous work until workaround or emergency hotfix is created
Software defect causes a serious but non-critical situation in which the Software produces incorrect results, or a material feature of the Software is inoperative, causing a moderate impact on the Customer’s business operations but business operations continue (not restored quickly).
6 Business Hours
Updated every day, 4 Business Days to create hotfix or workaround
Software causes a minor impact on Customer’s business operations. Minor features of the Software not operational (for example, use of the Software impaired but most business operations continue).
12 Business Hours
Updates every 5 Business Days, use commercially reasonable efforts to incorporate fix/workaround into maintenance.
Section 8: Service Level Agreement: Service Credits
The parties acknowledge that each Service Credit is proportionate when considering the Customer's legitimate interest to address and resolve all Operational Faults as quickly as possible.
CURE OF SERVICE AVAILABILITY BREACH. WITH RESPECT TO THE PROVISION OF SOFTWARE, IN THE EVENT OF A BREACH OF THE SERVICE LEVELS SET OUT HEREIN, CONTENTSTACK WILL REMIT A SERVICES CREDIT TO THE CUSTOMER CALCULATED AT 10% PER INCIDENT PER MONTH, AND NOT TO EXCEED IN THE AGGREGATE, 30% OF PRORATED NET MONTHLY FEES FOR THE APPLICABLE SOFTWARE FOR THE MONTH IN WHICH ANY APPLICABLE BREACH OCCURRED. THE SERVICE CREDIT WILL BE PROVIDED ONLY TOWARDS ANY OUTSTANDING BALANCE FOR SOFTWARE OWED TO CONTENTSTACK, UNLESS THE MSA OR ORDER FORMS ARE TERMINATED OR EXPIRE WITHOUT BEING UPGRADED OR RENEWED, AND IN SUCH CASE, ANY OUTSTANDING SERVICE CREDITS WILL BE REFUNDED TO THE CUSTOMER. THE CUSTOMER AGREES THAT THE REMITTANCE OF SERVICES CREDITS WILL REPRESENT THE CUSTOMER’S EXCLUSIVE REMEDY, AND CONTENTSTACK’S SOLE LIABILITY, FOR ALL BREACHES OF THE SERVICE LEVELS, SET OUT HEREIN.
Section 9: Fair Use Policy
Contentstack’s priority to its customers is to keep the Software available, which requires each Customer to have reasonable and set policies for fair use of the resources of the Software. While the Software includes broad access to a variety of resources such as API requests, storage, and bandwidth, they are not unlimited (unless expressly stated as such) or it would affect the stability of the system, including but not limited to the Software.
Contentstack includes a variety of components in the Software, but Contentstack provides policies regarding certain parameters in order to keep the Software stable, available and uniform. Customers who exceed these parameters will be required to have a separate infrastructure to which additional costs shall apply.
Contentstack reserves the right to update the limits, guidelines, and parameters, including (without limitation) adding limits on modules created in the future. All customers are required to comply with the limits, guidelines, and parameters set out in the MSA, Order Form, and this Services Description.
Key Parameter Policies ·
- Asset Size: Currently, using the dialog, Customer can select up to 10 assets at a time. The size of an asset should not exceed 700 MB. The maximum number of Assets per Org shall not exceed 500,000.
- Branches Per Stack Per Org: The maximum number of Branches allowed per Stack is 5.
- Bulk Actions: There are certain limitations that Contentstack has applied to the option to publish entries in bulk. Let us understand what they are:
- At a time, the Customer can publish 10 entries in 10 languages and on 10 environments
- The rate limit for bulk actions is 1 request per second
- Content Delivery API: CDN-Origin Rate Limits: The rate limit is the maximum number of requests that Customer can make using any Contentstack API in a given period. There are no limits on the requests that Customer make to the cached data on Contentstack’s CDN. Contentstack's API automates caching to enable our API to scale. For uncached requests, i.e., requests to the origin server, there is a maximum limit of 100 requests per second per organization. The rate limit depends on Customer plan, and Customer can request an increase in Customer rate limit if necessary.
- Content Management API Read/Write Limits: By default, any Contentstack Management API enforces the following rate limits:
- Read (GET) requests: 10 requests per second per organization
- Write (POST/PUT/DELETE) requests: 10 requests per second per organization
Customer application will receive the HTTP 429 response code if the requests for a given time period exceed the defined rate limits.
- Content Types: The maximum number of Content Types per Org shall not exceed 1,000.
- Digital Properties: Digital Properties are defined as production-level presentation layers (web, mobile, IoT, in-game, etc.) and should be limited per Stack. Contentstack is no longer charging for Digital Properties; however, if Customer plan currently caps the number of Digital Properties, Contentstack will continue to enforce limits on the number of production properties that can be powered per Stack.
- Entries: The maximum number of Entries per Stack shall not exceed 2,000,000.
- Environments: Environments represent duplicate instances of an entry published in each environment. The maximum number of environments per Stack shall not exceed 3.
- Locales: Locales represent duplicate instances of an entry published in each language, market, or region. The maximum number of locales per Stack shall not exceed 150.
- Stacks Per Org: A Contentstack subscription includes one Stack. Additional Stacks may be purchased on a per-Stack add-on price that is defined by the tier of the subscription. Customers cannot go above the defined Stack allowance without incurring marginal costs for the additional Stacks. Legacy customers may keep the stacks they currently have but will not be allowed to create new Stacks unless they pay for them. Additionally, Contentstack reserves the right to charge for those stacks retroactively or limit access to certain features (namely Branches) based on unreasonable data usage from the high number of Stacks in that Org.
- Branches Per Stack:
- Start: 2
- Grow: 3
- Scale: 5
- High Availability Package: 24x7 Support (Section 4) and up to 99.95% uptime (Section 6) as defined above.
- Premium Availability Package: 24x7 Support (Section 4) and 99.99% uptime (Section 6) as defined above.
- Business Enablement Package: Live Preview, Comments, and Discussions, Bulk Operations
- User, Role, and Management Enablement Package: SCIM API, IdP Role Mapping
- Mission Control Package: Mission Control Panel, Mission Control Expert Monitoring
- Automation Hub:
- Included in Beta: 200 executions per month with no overages
- Small: 5,000 executions per month, overages charged per Order Form
- Medium: 50,000 executions per month, overages charged per Order Form
- Large: 500,000 executions per month, overages charged per Order Form
Contentstack has a number of other parameters that may impact the operation of the Software. In the unlikely event any of these other parameters are exceeded, Contentstack will contact the Customer to identify and address the issue before any further steps are taken.
Section 10: Breach
If the Customer breaches the terms and conditions set forth in this Services Description, then Contentstack may suspend or terminate the Customer’s access to the Software and Services as set forth in the MSA. No service credit or remedy under the service levels is available for interruption of service for such breaches.
Section 11: Beta Services
From time to time, Contentstack may invite Customer to try Beta Services at no charge. The customer may accept or decline any such trial at the Customer’s sole discretion. Beta Services will be clearly designated as beta, pilot, limited release, developer preview, non-production, evaluation, or by a description of a similar import. Beta Services are for evaluation purposes and not for production use, are not considered “Software” under the MSA or this Services Description, are not supported, and may be subject to additional terms. Unless otherwise stated, any Beta Services trial period will expire upon the earlier of 90 days from the trial start date or the date that a version of the Beta Services becomes generally available. Contentstack may discontinue Beta Services at any time at our sole discretion and may never make them generally available. Contentstack will have no liability for any harm or damage arising out of or in connection with a Beta Service.
Beta Services Release. Customer and its directors, employees, agents, representatives, and assigns agree to release Contentstack from any liability for any claims, damages, or legal causes of action arising from the use of the Beta Services. In doing so, the Customer acknowledges that it is familiar with Section 1542 of the California Civil Code, which provides as follows:
“A general release does not extend to claims that the creditor or releasing party does not know or suspect to exist in his or her favor at the time of executing the release and that, if known by him or her, would have materially affected his or her settlement with the debtor or released part.”
Customer and its directors, employees, agents, representatives, and assigns agree hereby waive and relinquish all rights and benefits which they have or may have under Section 1542 of the California Civil Code, or the law of any other state or jurisdiction to the same or similar effect to the fullest extent that they may lawfully waive all such rights and benefits pertaining to the Services.
Section 12: AI Integration
Contentstack may offer AI Integrations to Customer. Customer may accept or decline to use such AI Integrations. AI Integrations are not considered “Software” under the MSA or this Services Description, may not be supported, and may be subject to additional terms. Contentstack may discontinue AI Integrations at any time at our sole discretion and may never make them generally available. AI integration means Any in-application feature(s) or functionality that is a natural language processing tool driven by AI technology, which is made available by Contentstack by linking an AI tool to Contentstack’s Software through the third-party AI providers’ API, which is labeled as Contentstack AI Assistant powered by AI in the Software, or any other AI technology. AI Integration may utilize data models trained by machine learning. Any use of AI integrations shall be subject to Contentstack Supplementary Terms located at: https://www.contentstack.com/legal/supplementary-terms/, which are incorporated into, and form part of this Agreement.
Contentstack reserves the right to end the life of a Service (or any part thereof) during a Subscription Term, and if Contentstack does so, Contentstack will provide a pro-rata refund of any associated Fees paid in advance by the Customer. The customer acknowledges that the Services and SLAs set out in this Services Description are subject to technical progress and development and that Contentstack may update or modify such from time to time provided that such updates and modifications do not result in a material decrease in the overall level of service provided during a Subscription Term.