Services Description

Last Updated: October 3, 2024

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 Consulting Services

Product onboarding and enablement consulting services designed to expedite implementation through guidance and the utilization of product best practices.

These consulting services consist of any combination of the following virtual sessions:

• Planning session: discuss and review the customer project plan, and modify the Contentstack technical onboarding plan to align with deliverables and milestones of the project. Define ownership of responsibilities for Academy training.
• Platform overview and Q&A session: engage in a detailed exploration of our product's advanced features through a clear and comprehensive overview. Provide the flexibility for customers to dive deeper into specific subject areas following academy coursework and encourage questions about the product in the post-course interaction.
• Architecture collaboration workshop: assess existing architecture to define a headless architecture while adhering to best practices. Offer strategic consulting to steer the customer toward a sustainable and scalable solution that aligns with long-term objectives.
• Content modeling advisory: collaborate to create structured and reusable content types to ensure flexibility and scalability, and gain proficiency in understanding content modeling concepts and best practices.
• Integration enablement: a working session to plan and address integration needs, employing Contentstack Marketplace apps, custom app development, and Automation Hub recipes. Guide the integration of external tools with Contentstack, ensuring end-to-end workflows for operational efficiency.
• Migrations consulting: the consulting services will cover how to transform JSON content based on content models built and configured in Contentstack. The consulting will also review how to import structured JSON content and assets into Contentstack using our documented APIs.
• General use-case solutioning: collaborative consulting workshops to discuss and consult on unique business requirements.

The onboarding consulting shall expire twelve (12) months from the Order Form Effective Date. Any unused onboarding consulting will not be subject to any credit or refund.

Exclusions: Any consulting not set forth in this description are excluded from the onboarding consulting services. Without limiting the foregoing, the following types of activities are outside the scope of the onboarding consulting unless otherwise provided herein or in the applicable Order Form:

• consulting in relation to software, data, information, goods, and/or services provided by third parties.
• code creation, code delivery, code review for a project implementation.

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.

Exclusions:

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 support@contentstack.com. 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

Service commitment:

• 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: (i) 99.50% for 24 hours a day, 5 days per week for Start and Grow plan and (ii) 99.95% for 24 hours a day, 7 days a week for Scale plans, 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 for North American data centers and weekend hours between 6:00 p.m. Friday and 3:00 a.m. Monday CET for EU data centers); 
  • 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 

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. NOTWITHSTANDING THE FOREGOING, IN THE EVENT THAT CONTENTSTACK ISSUES SERVICE CREDITS FOR 3 CONSECUTIVE MONTHS OR 4 TIMES OVER ANY 6 MONTH PERIOD, THEN CUSTOMER SHALL HAVE THE RIGHT TO TERMINATE THE MSA UPON NOTICE TO CONTENTSTACK AND RECEIVE A PRO-RATA REFUND FOR UNUSED SOFTWARE (LESS ANY SERVICE CREDITS OR AMOUNTS REFUNDED OR CREDITED).

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. Contentstack reserves the right to bill for added Stacks retroactively or limit access to certain features (e.g., Stacks, Branches, Publishing Environments) based on utilization in excess of subscription or Fair Use limits.

Fair Use policies apply to Contentstack’s shared cloud but most can be extended for Scale tier customers.

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.
• Bulk Actions: There are certain limitations that Contentstack has applied to the option to publish entries in bulk such as:
  • Customer can publish 10 entries in 10 languages and on 10 environments at a time.
  • 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 is no specific rate limit on the number of requests that Customer can 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

Note: Customer application will receive the HTTP 429 response code if Content Management API the requests for a given time period exceed the defined rate limits. Please refer to the Content Management API documentation if you are experiencing this error.

• Content Types: The maximum number of Content Types per organization 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 kept to a minimum per Stack in order to stay within API rate and other limits. Contentstack is no longer charging for Digital Properties; however, if Customer's plan currently limits the number of Digital Properties, Contentstack will continue to enforce these limits on the number of production properties that can be powered per Stack.
• Entries: The default maximum number of Entries per organization Stack shall not exceed 2,000,000. This limit may be extended with the purchase of additional infrastructure.
• Environments: Environments represent duplicate instances of an entry published in each environment. The maximum number of environments per Stack shall not exceed 5.
• 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 Organization: A Contentstack subscription includes at least one Stack. Additional Stacks may be purchased as needed. Exceeding the number of Stacks specified in the Order Form may result in additional costs.
• Branches Per Stack: The maximum number of Branches is limited to 5 per Stack.
• Explorer Stacks: Explorer Stacks are for customers to explore the product and to try new non-production use cases. Explorer Stacks are limited to 50 Content Types, 200 Entries, 10,000 API calls/month and are not subject to the SLA.
• Small Stacks: Small Stacks are limited to either 50 Content Types or 500 Entries as specified in the Order Form.
• Add-ons:
  • 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: Customers can receive access to Automation Hub, which includes
    • 200 executions per month with no overages
    • Each Automation Hub subscription comes with one of the following execution limits, depending on Customer’s plan:
      • 5,000 executions per month, overages charged per Order Form
      • 50,000 executions per month, overages charged per Order Form
      • 500,000 executions per month, overages charged per Order Form
  • Launch:
    • Customers with access to Launch Explore are subject to the following limits:
      • Build time: 100 GB-Hours
      • Compute Time: 100 GB-Hours
      • Data Transer (to-CDN): 250 GB
      • Environments: 3
      • Custom Domains: 0
      • Add-ons are not available for Explore projects
      • Launch Explore tier projects are not subject to SLAs
    • Each subscription Launch project includes the following maximum limits, which are aggregated across multiple projects:
      • Build time: 100 GB-Hours
      • Compute Time: 100 GB-Hours
      • Data Transfers (to CDN): 500 GB
      • Environments: 5
      • Custom Domain: 5
      • Additional Launch resources and increased limits are available to purchase as Add-ons
  • Personalize: Each organization subscription to Personalize includes 12 million personalized page views* per year.
    • A page view is a measure of web traffic that equals a URL being served to a requesting client (ex. browser). A personalized page view refers to any URL that has audience targeting or experimentation applied and is served through Contentstack's Personalize targeting engine.
    • Customers may purchase an additional 12 million personalized page views per year through an 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.

Fair Use Policy of Slack for Onboarding Services

This policy ensures effective communication while maintaining professional standards and customer satisfaction. This policy applies to all Customers and its Authorized Users who use Slack ("Slack") to interact with Contentstack's Technical Solutions Organization (TSO), Customer Success Managers (CSM) or other Contentstack resources related to onboarding services.

Policy Details

1. Acknowledgement and agreement of Slack's Terms and Policies

• Customer acknowledges and agrees to comply with Slack's Terms and Policies, located here, (collectively the "Slack Terms and Policies").
• Customer agrees that its continued use of Slack signifies acceptance and agreement to abide by the Slack Terms and Policies. Customer must immediately discontinue use of the Slack channel established for the related onboarding services if Customer does not agree with the Slack Terms and Policies.
• Contentstack shall not be responsible or liable for any issues arising from Customer's failure to comply with the Slack Terms and Policies. It is Customer's responsibility to regularly review the Slack Terms and Policies to stay informed of any changes.
• Contentstack shall not be responsible or liable to Customer for any issues or claims, including any data breaches or security incidents, that may arise as a result of Customer's use of Slack.
• It is the sole responsibility of the Customer to ensure that all necessary Slack licenses are obtained and maintained for their Authorized Users' who use Slack.

2. Monitoring Hours

• Contentstack will monitor Customer's Slack channel during normal business hours on the Customer's time zone.
• Contentstack will notify Customer when the Slack channel is not monitored during normal business hours, such as Contentstack company holidays.

3. Appropriate Use of Slack

• Customer shall use Slack as a platform to post and ask architecture and/or onboarding questions only to Contentstack. Note: Slack is not a replacement for formal customer support channels, including technical product support.
• Contentstack will use Slack to request clarifications from Customer, share quick updates with Customer and handle non-critical queries.

4. Prohibited Use of Slack

• Slack shall not be used to document solutions or detailed technical instructions. All documentation should be maintained in the designated knowledge base or support system.
• Customer shall not use Slack to request formal commercial changes and/or approvals or make official decisions. Such actions must be conducted through approved channels set forth in the Agreement or as agreed upon in writing by Customer and Contentstack.
• Customer shall not submit any technical issues, bugs or feature and/or enhancement requests through Slack. Such communications and requests shall be submitted by Customer through an approved customer support channel, such as a support ticket.
• Customer shall direct all Slack messages to its established channel only. Customer shall not direct messages outside of the channel.

5. Professional Conduct

• All communications on Slack should adhere to Slack's Terms and Policies.

6. Customer Awareness

• Customer should be made aware of the appropriate use of Slack and the limitations of its use.
• Customer shall be responsible for all training and guidance on how to use Slack. Contentstack will not be responsible or liable to Customer for Customer or its Authorized Users' failure to utilize Slack.

7. Suspension

• Contentstack may suspend Customer's Slack channel and any communication through Slack, if Customer fails to adhere to Contentstack's Fair Use Policy of Slack for Onboarding Services and/or Slack's Terms and Policies.

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 party.”

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.