ONEiO - SaaS SERVICE DESCRIPTION

Dated: May 28, 2024

What is included in ONEiO SaaS Subscription?

ONEiO is a cloud-based integration service that contains components to manage and run enterprise-grade, high-availability, and secure integrations. The service is based on our proprietary Integration Automation Platform and is delivered as a continuous service with 24/7/365 end-to-end monitoring and without any maintenance breaks.

ONEiO service includes several different Subscription Plans that you can subscribe. The features of your ONEiO subscription depend on the selected subscription plan. Subscription-specific details can be found in this document in the Plan Specific Terms section.

1. ONEiO SAAS SERVICE COMPONENTS

ONEiO CONSISTS OF:

Core (runtime)

All needed integration infrastructure, applications, adapters, and supplier connections.
- 24/7 monitoring
- High-availability for end-to-end
- No maintenance breaks
Configuration Tools

Integration management and control tools via a browser-based user interface.

Tools for centralized integration management:
- Fast and easy integration implementations via no-code configuration
- Easy troubleshooting
- Integration change management

2. CORE INTEGRATION CAPABILITIES

Inbound messaging

For inbound, ONEiO supports push and pull mechanisms.
For push, ONEiO has high-availability receivers that can be used to send events.
For pull, ONEiO can be configured to query an API, FTP/sFTP/FTPS, database, or email for new events. Polling of an API is equipped with overlapping intelligence that prevents duplicate events from being created.
All inbound messages are sent to message processing in the order that ONEiO receives them.

Supported technologies
- REST/JSON(XML)
- SOAP/XML
- FTP/sFTP/FTPS (XML, JSON, CSV)
- Email

Inbound authentication
The following mechanisms are available for inbound authentication
- HTTP Basic
- URL token
- OAuth2

Inbound Attachment handling
ONEiO supports inbound inline attachments and can query the attachments separately after a message is received. Maximum file size for attachment processing is 50MB.

Message processing
ONEiO uses rule-based message processing. Rules can contain delay logic that changes the order of outbound messages. Detailed up-to-date features are defined in ONEiO Help Center.

Queuing

All message processing is asynchronous. Message processing pipelines have inbound processing(receivers), message processing(broker), and outbound processing queues.

Outbound messaging

Supported technologies
- REST/JSON(XML)
- SOAP/XML
- FTP/sFTP/FTPS (XML, JSON, CSV)
- Email

Outbound authentication
Following mechanisms are available for outbound authentication
- HTTP Basic
- OAuth2
- (Mutual) SSL certificate authentication
- SOAP Username token authentication
- Token authentication
- HMAC Authentication

Outbound Attachment handling
ONEiO supports outbound inline attachments and can upload the attachments separately while processing the outbound message.

3. MAINTENANCE AND MONITORING

APPLICATION UPGRADES. “Application Upgrade” is a modification to the Service for repair or enhancement. We shall determine how and when to develop and release Application Upgrades. All repair Upgrades are provided to You at no additional fee during the Subscription Term. We may, at Our sole discretion, provide any new functionality as an enhancement Upgrade or as part of a new optional service for a separate fee.

System monitoring

ONEiO monitors the overall system and its performance 24/7/365. ONEiO Operations Team conducts the monitoring. In case of an issue, ONEiO Operations Team will notify the affected party’s Subscription Owner immediately. The system’s status information is available in ONEiO Help Center’s Community’s Service Status section.

Integration monitoring

ONEiO provides notification information from integration-related events automatically. These events are notified by email to the email addresses set by the Subscription Owner in the User Interface.

4. USER INTERFACE (APP)

ONEiO User Interface is the console where your integrations can be viewed and configured and managed. The Subscription Owner automatically has access to ONEiO User Interface. The Subscription Owner is entitled to create additional users in the User Interface. The amount of additional user accounts is not limited.
The user interface consists of the following features. (Detailed and up-to-date list of User Interface features is available in ONEiO Help Center.)

Message Feed

The message feed is a real-time view of the message flow in a customer’s subscription. Customers can monitor the traffic and search for particular messages. The feed consists of three steps; received message (inbound), message processing (ONEiO), and message(s) sent out (outbound).

Routing Rule view

The Routing rule view represents all routing rules the subscription contains and allows rules to be accessed for viewing and editing.

Endpoint view

The endpoint's main view visualizes all endpoints connected to the subscription in ONEiO. The endpoints are arranged circularly around a center point representing ONEiO. This view is used for up to 16 endpoints and is the default layout. If your subscription has more than 16 endpoints, the view will automatically change to a list view presenting a list of your endpoints.

Subscription settings

Subscription settings contain information about the subscription and its state. The views vary depending on the plan selected.

User settings

User settings contain functionalities to control and view user-specific settings.

5. TECHNICAL SUPPORT

During the Subscription Term, We shall resolve problems causing the Service not to conform to the Documentation. Our Technical Support does not include implementation services, configuration services, help desk, or integration services carried out by You or a third party (e.g., Our reseller). Before submitting any Support request, You are encouraged to consult the official ONEiO SaaS Service Description and specifications at oneio.cloud or any successor site (“Documentation”) to determine if the support issue has been addressed. Support levels might vary according to your Subscription Plan. See Plan Specific Terms to see the default support level of your Subscription Plan.

All support will be provided in the English language unless agreed otherwise.

5.1 ONEiO BASIC Support Plan

ONEiO Basic support plan includes access to self-help/self-service resources, such as ONEiO Help Center, Service Status Page, and Community.

5.2 ONEiO SILVER Support Plan

ONEiO Silver support plan includes email Support, and access to the ONEiO Help Center, Service Status Page, and Community.

Help Center / Community contains the following resources available to you:

• Access to Technical content for ONEiO Subscribers
• Endpoint Type Tutorials
• Integration Guides and Best Practices, etc
• ONEiO Service Status
• Community access for ONEiO Subscribers to engage in discussions
  • to Submit Feature Requests
  • to follow Feature Release Announcements

Email Ticket Support

• Ticket-based support to work with ONEiO Support Integration Engineers to resolve your product questions

Initial Response Times

• We will acknowledge with an initial response to a new ticket within 4 hours of submission during Business Support Hours of Monday - Friday, 9:00 - 17:00 EET/EEST.

5.3 ONEiO GOLD Support Plan

ONEiO Gold support plan includes all services from the ONEiO Silver Support plan, plus the following:

• Support in your local time zone Monday - Friday 9:00 - 17:00 (up to US Eastern time, EST)
• Named focal point of contact

5.4 ONEiO PREMIUM Support Plan

ONEiO Premium Support plan is a custom tailored Support Plan offering matching to your specific needs.

PLAN SPECIFIC TERMS

The subscription plan determines the features available in your subscription. The selected plan is defined in the SaaS Subscription Order.

1. FREE TRIAL
1.1. If You register on Our website for a free trial, We will make the Service available to You on a trial basis free of charge as outlined below and until the earlier (a) the end of the free trial period of 14 days, (b) the start date of any paid Subscriptions ordered by You, or (c) termination by Us at Our sole discretion.
Additional trial terms and conditions may appear on the trial registration web page. Any such additional terms and conditions are incorporated into this Agreement by reference and are legally binding.
1.2. CUSTOMER DATA. ANY DATA YOU ENTER INTO THE SERVICE AND ANY CUSTOMIZATION OR CONFIGURATION MADE TO THE SERVICE BY OR FOR YOU DURING YOUR FREE TRIAL MAY BE PERMANENTLY DELETED UNLESS YOU SUBSCRIBE TO THE SERVICE OR EXPORT SUCH DATA BEFORE THE END OF THE TRIAL PERIOD.
1.3. NO WARRANTY. NOTWITHSTANDING MASTER AGREEMENT SECTIONS 6, 7 and 8 (REPRESENTATIONS AND WARRANTIES, INDEMNIFICATIONS AND LIMITATIONS OF LIABILITY), DURING THE FREE TRIAL THE SERVICE IS PROVIDED “AS IS” WITHOUT ANY WARRANTY OR LIABILITY.
1.4. Service Uptime Commitment. No Service Uptime Commitments apply to Free Trial.
1.5. Limits.
- The number of messages made available is 1.000.
- The number of endpoints is limited to 7. Only the Endpoint types listed from time to time in our self-service endpoint types list are available for Free Trial.
- Both Production and QA environments are made available.
1.6. Modifications to the Service. We have complete freedom to make any modifications to the Service. We have no obligation to notify you of such changes.
1.7. Customer Support. Only self-service support through our Help Center and Support Forums are made available.
1.8. Protection of personal data. Our Data Processing Agreement does not apply to Free Trial. Therefore, you should not add any personal data to the Service when using Free Trial.
1.9. Amendments to Terms of Service. We have complete freedom to make any modifications to the Terms of Service. We have no obligation to notify You of such changes.
1.10. Publicity. We shall not publish the identities of our Free Trial users.
Please review the applicable Service Description during the trial period to become familiar with the features and functions of the Service before You make Your subscription.

2. FREE PLAN
2.1. If Your ONEiO Account is set to Free Plan, We will make the Service available to You free of charge as outlined below on a monthly basis until terminated by You or Us at Our sole discretion.
Additional terms and conditions for Free Plan may appear on the appropriate web page. Any such additional terms and conditions are incorporated into Your Subscription by reference and are legally binding.
2.2. CUSTOMER DATA. ANY DATA YOU ENTER INTO THE SERVICE AND ANY CUSTOMIZATION OR CONFIGURATION MADE TO THE SERVICE BY OR FOR YOU DURING THE FREE PLAN MAY BE PERMANENTLY DELETED UNLESS YOU SUBSCRIBE TO THE SERVICE OR EXPORT SUCH DATA BEFORE THE END OF THE FREE PERIOD.
2.3. NO WARRANTY. NOTWITHSTANDING MASTER AGREEMENT SECTIONS 6, 7 and 8 (REPRESENTATIONS AND WARRANTIES, INDEMNIFICATIONS AND LIMITATIONS OF LIABILITY), DURING THE FREE TRIAL THE SERVICE IS PROVIDED "AS IS" WITHOUT ANY WARRANTY OR LIABILITY.
2.4. Service Uptime Commitment. No Service Uptime Commitments apply to Free Plan.
2.5. Limits.
- The number of messages (message quota) made available is 40 per month. The Message quota period starts from the initiation day of the plan.
- The number of endpoints is limited to 4. Only the endpoint types listed from time to time in our self-service endpoint types list are available for Free Plan.
- Only the Production environment is made available for Free Plan.
2.6. Modifications to the Service. We have full freedom to make any modifications to the Service. We have no obligation to notify you of such changes.
2.7. Customer Support. Only self-service support through our Help Center and Support Forums are made available.
2.8. Protection of personal data. Our Data Processing Agreement does not apply to Free Plan. You should not insert any personal data into the Service when using Free Plan.
2.9. Amendments to the Terms of Service. We have full freedom to make any modifications to the Terms of Service. We have no obligation to notify You of such changes.
2.10. Publicity. We shall not publish the identities of our Free Plan users.

3. STARTER PLAN
3.1. Limits.
- The number of messages (message quota) made available in the Starter Plan is 200 per month. The Message quota period starts from the initiation day of the plan.
- The number of endpoints is limited to 4. Only the endpoint types listed from time to time in our self-service endpoint types list are available for Starter Plan.
- Only the Production environment is made available for Starter Plan.
3.2. Subscription Term. The Starter Plan Subscription Term is one month. Each Subscription Term shall renew automatically until terminated by You or Us.
3.3. Non-renewal notice. Your non-renewal notice period deadline is 24 hours before the end of the current billing period. Our non-renewal notice period is 30 days.
3.4. Modifications to Service. We have full freedom to develop and make any modifications to the Service. We have no obligation to notify You of such changes.
3.5. Customer Support. Only support level Basic is available for the Starter plan.
3.6. Subscription Fees, Flat Rate Fees, and Billing periods. Starter Plan Subscription Fee is defined on the pricing page at oneio.cloud. The subscription fee is charged monthly in advance from your credit card.
Flat-rate integrations are not available in Starter Plan.
3.7. Payment methods. Only payment by credit card is available. For more information on how we are charging Your credit card, see ‘About credit card payments.
3.8. Representations and Warranties. WITHOUT LIMITING OUR OBLIGATIONS IN THE 'PROTECTION OF CUSTOMER DATA' AND ‘SERVICE LEVEL COMMITMENT’ SECTIONS OF THE MASTER AGREEMENT, WE MAKE NO REPRESENTATIONS OR WARRANTIES ABOUT THE SUITABILITY, RELIABILITY, AVAILABILITY, SECURITY, OR ACCURACY OF THE SERVICE.
3.9. Amendments to Terms of Service. We have complete freedom to make any modifications to the Terms of Service. We will notify you of such changes only if separately agreed upon.

4. PROFESSIONAL PLAN
4.1. Limits.
- The number of messages (message quota) made available in Professional Plan is 1.000 per month. The Message quota period starts from the initiation day of the plan.
- The number of endpoints is limited to 7. All endpoint types available in the Service are also available in the Professional Plan.
- Only the Production environment is made available for the Professional Plan.
4.2. Subscription Term. The Professional Plan Subscription Term is one month. Subscription Term shall renew automatically until terminated by You or Us.
4.3. Non-renewal notice. Your non-renewal notice period deadline is 24 hours before the end of the current billing period. Our non-renewal notice period is 30 days.
4.4. Downgrades. You can downgrade your Professional Plan to a Starter Plan monthly at the end of the Subscription Term by giving us a Non-renewal notice in accordance with section 4.3 above.
4.5. Modifications to the Service. We have full freedom to develop and make any modifications to the Service. We have no obligation to notify you of such changes.
4.6. Customer Support. The Basic support level is included in the Professional Plan. However, you can purchase an alternative support package to your Professional Plan at the agreed-upon price and terms.
4.7. Subscription Fees, Flat Rate Fees, and Billing periods. The Professional Plan Subscription Fee is defined on the pricing page at oneio.cloud. The Subscription Fee is charged monthly in advance from your credit card.
Flat-rate integrations are not available in Professional Plan.
4.8. Payment methods. Only payment by credit card is available. For more information on how we charge your credit card, see ‘About credit card payments.’
4.9. Representations and Warranties. WITHOUT LIMITING OUR OBLIGATIONS IN THE 'PROTECTION OF CUSTOMER DATA' AND ‘SERVICE LEVEL COMMITMENT’ SECTIONS OF THE MASTER AGREEMENT, WE MAKE NO REPRESENTATIONS OR WARRANTIES ABOUT THE SUITABILITY, RELIABILITY, AVAILABILITY, SECURITY, OR ACCURACY OF THE SERVICE.
4.10. Amendments to Terms of Service. We have full freedom to make any modifications to the Terms of Service. We will notify you of such modifications via email if you have enlisted to receive change notices.

5. ENTERPRISE PLAN
5.1. Limits
- The number of messages (message quota) made available in the Enterprise Plan is defined in the SaaS Subscription Order. The Message quota period is always a calendar month.
- The number of endpoints is unlimited. All endpoint types available in the Service are also available in the Enterprise Plan. New endpoint types are available upon request without additional cost.
- Production and Quality Assurance (QA) environments are available for Enterprise Plan.
- The default support level for the Enterprise plan is Silver.
5.2. Subscription Term. The Enterprise Plan Subscription Term is, by default, 12 months. After the period, the Subscription Term shall renew automatically until terminated by You.
5.3. Non-renewal notice. The non-renewal notice period for each party is 30 days before the end of the current term. We must receive the non-renewal notice before the end of the Non-renewal notice period.
5.4. Downgrades. You can downgrade your Enterprise Plan to a Professional Plan, Starter Plan, or Free plan at the end of the Subscription Term by giving us a Non-renewal notice thereof in accordance with section 5.3 above.
5.5. Modifications to Service. We have full freedom to develop and make any modifications to the Service. We have no obligation to notify you of such changes.
5.6. Customer Support. Silver support is included in the Enterprise Plan. However, you can purchase alternative support services to your Enterprise Plan at the price and terms to be agreed upon separately.
5.7. Subscription Fee and Billing periods. The Enterprise Plan Subscription Fee is defined in the SaaS Subscription Order. The Subscription Fee is invoiced annually in advance.
5.8. Flat-Rate Fees and Billing periods. Flat-rate integrations are available in Enterprise Plan. A Flat-rate integration fee is defined in the SaaS Subscription Order. A Flat-rate integration fee is invoiced annually in advance.
5.9. The Flat-rate integration term does not follow the term of the SaaS Subscription. The Flat-rate integration period starts when an active integration is set as Flat-rate. Flat-rate integration does follow the same term and non-renewal policy as the SaaS Subscription.
5.10. Payment method. The Enterprise plan fees are invoiced using electronic invoicing.

6. SERVICE PROVIDER PLAN
6.1. Limits
- The number of messages (message quota) made available in the Service Provider Plan is defined in the SaaS Subscription Order. The message quota period is always a calendar month.
- The number of Tenants is unlimited. Only Integrations with Service Provider Endpoint Type as source or target are allowed in a Tenant.
- The number of endpoints within a Tenant is unlimited. All endpoint types available in the Service are also available in the Service Provider Plan. New endpoint types are available upon request without additional cost.
- Production and Quality Assurance (QA) environments are available for each Tenant in Service Provider Plan.
- The default support level for Service Provider Plan is Silver.
6.2. Subscription Term. Service Provider Plan Subscription Term is, by default, 12 months. After the period, the Subscription Term shall renew automatically until terminated by You.
6.3. Non-renewal notice. The non-renewal notice period for each party is 30 days before the end of the current term. We must receive the non-renewal notice before the end of the Non-renewal notice period.
6.4. Downgrades. You can downgrade your Service Provider Plan to Enterprise Plan, Professional Plan, Starter Plan, or Free plan at the end of the Subscription Term by giving us a Non-renewal notice thereof in accordance with section 6.3 above. Configuration work for migrating existing configurations to the downgraded plan is not included in the Service Provider Plan.
6.5. Modifications to Service. We have full freedom to develop and make any modifications to the Service. We have no obligation to notify you of such changes.
6.6. Customer Support. Silver support is included in the Service Provider Plan. However, you can purchase an alternative support package to your Service Provider Plan at the price and terms to be agreed upon separately.
6.7. Subscription Fee and Billing periods. Service Provider Plan Subscription Fee is defined in the SaaS Subscription Order. The Subscription Fee is invoiced 12 months in advance.
6.8. Flat-Rate Tenant Fees and Billing periods. Flat-rate Tenants are available in the Service Provider Plan. A flat-rate Tenant fee is defined in the SaaS Subscription Order. A flat-rate integration fee is invoiced annually in advance.
6.9. The Flat-Rate Tenant term does not follow the term of the SaaS Subscription. The Flat-rate Tenant period starts when the Tenant is set as a Flat-rate. The Flat-rate Tenant does follow the same term and non-renewal policy as the SaaS Subscription.
6.10. Payment methods. Only payment by invoice is available.