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This Service description is supplementary to the Visma | Raet Developer Terms and provides the Partner with an understanding of Visma|Raet’s services and enables both parties to more effectively manage the quality of the service as well as the specific appointments that have been made regarding the nature and scope of the service. This SLA will be an integral part of the Agreement between the Partner and Visma|Raet.
To live up to the service levels in this SLA, for the input of its processes Visma| Raet is relying on the Partner; all service levels in this SLA are based on the correct, timely and complete provision of data by the Partner to Visma | Raet.
In order to meet the latest requirements of its customers, Visma | Raet shall reserve the right to make changes to this SLA.
During the onboarding of Partner, the integration will be certified by Visma | Raet. This process works as follows:
Partner builds the connector and connects with the sandbox / 1st customer environment
Partner performs a test sync
Visma|Raets will perform a certification check by verifying that the sync: :
makes use of the APÍ’s as agreed in the contract
generates a number of calls that is in line with the contract and usage policy
authentication is configured correctly
If the certification is successful partner will get access to the customer data (after consent of the customer) and become a Visma|Raet Certified Access Partner
Partner will be added on the Visma|Raet website as Certified Access Partner and a news item will be published on the Visma|Raet website and the partnership will be mentioned in the Visma|Raet customer newsletters
Partner and Visma|Raet will jointly support the integration between Youforce and the Application of Partner (Integrated Application).as shown in the image below:
Visma | Raet is responsible for the availability of the Youforce Platform and Youforce API
Partner is responsible for the availability of the Application of Partner (Integrated Application).
Partner is responsible for the availability of the Connector
Both Parties will have a monitoring framework in place in order to:
Quickly identify the source of problems
Trigger automated recovery processes
Both Parties will provide a service desk towards their customers for questions about the respective applications
Visma|Raet will provide Partner access to a technical service desk for questions about the Youforce API or to submit a service request in case of a disruption.
If the disruption is caused by the Youforce API Visma|Raet will provide a solution as within the timeframes mentioned later
If the disruption is caused by the connector or the Integrated Application Partner will inform the Servicedesk of Visma|Raet and provide information on the expected resolution times
The Youforce API’s are available 24/7 for partners except during planned maintenance as mentioned below:
Maintenance infrastructure, Back-up and Maintenance Applications
Possibly between 00.00 – 06.00 CET.
Monthly release (1st weekend after 1st Thursday)
Saturday 06:00 am – Monday 06:00 am
The availability of the API’s is measured without prior notified maintenance. Calamities maintenance is excluded during measurements as well and is not notified in advance. For example, calamities maintenance entails direct actions for detected security problems. The customary availability of the API’s is above 99.5%, with an SLA-minimum of 99%.
As a trusted business partner we aim to provide you with a policy for releases and support for older versions for a consistent and predictable experience.
The life cycle of any API product has dependencies on underlying products. Changes in those products may require changes to the API to support it. We distinguish between breaking changes and non-breaking changes. A breaking change is one that breaks the contract an API consumer depends on, either by a change in structure, behavior, or semantics. The release and support strategy makes a clear distinction in how these are managed.
At times Visma | Raet may need to make larger changes to the API. Reasons may be changes to legal requirements, adding a large new feature to the API or a change in other products the API depends on. In these cases, Visma | Raet may create a new major release of the API. We strive to also keep major releases backward compatible as much as possible but this may not always be possible. In case of breaking changes In general Raet aims to have a maximum of one major release per year.
Each major release will be supported for at least 24 months after releasing the next major version.
As a client to our API, you will have to adjust your software to follow the major releases of our API as they will impact your integration. You must update your software to support the new API version as older API versions will be decommissioned following the policy as outlined above.
A minor release will never contain breaking changes, they are used to deliver incremental changes. Minor versions will not be visible in the path of the API. Visma | Raet can install minor updates in the standard release windows or as part of a hotfix and will communicate the changes as part of the release notes. Since this does not impact any existing functionality, we do not provide side-by-side support for multiple minor versions of the same major version: a minor upgrade just replaces the previous version.
As a consumer of the API, it is up to you to decide if you start using the newly available features.
Each release of a major API version will be accompanied by communication about the support lifecycle of the current version in the release notes.
When approaching the sunset-date for an API product, we will actively reach out to inform any customers still using it:
At the release of the new major version. Includes the date of decommissioning the previous version.
General release notes
All recipients of general release notes.
Designated API contact persons
6 months prior to decommissioning
3 months prior to decommissioning
1 month prior to decommissioning
We apply usage limits to ensure the availability of our services to all parties interacting with Youforce. These usage limits depend on your subscription.
The following policies are determined per registered application:
Quota - API calls*
2 hours per day
1000 API calls within the time window
7 days per month
40 times per month
6000 API calls per day, allowing to retrieve changes every 15 seconds
Quota - authentication calls
7 successful authentication calls per month.
40 successful authentication calls per month.
400 authentication calls per month
Concurrent rate-limiting (API calls in parallel)
Spike arrest (max number of API calls per minute)
100 calls per minute
For the base API, the limit is 100 calls per minute
When you exceed the policy, the API will return response code '429 - Too many requests' and you have to wait for the next time window.
When Partner first starts using the Domain API’s, Visma | Raet will create one end-user (hereinafter: Administrator) for Partner, who is given access to the Ticket system of Visma|Raet. An Administrator is an authorized person by Partner who uses the Domain API’s and subsequently is able to create new Administrators. The Visma|Raet Ticket system is accessible through the Developer Portal
Questions about the functioning of Domain API’s s are answered by Visma| Raet’s Service Center. We also process reports about malfunctions and deal with it adequately and ensure proper feedback. We offer these services to the registered, professional contact persons of Partner.
The designated contact persons of Partner, are able to report detected incidents to Visma Raet’s Service Center. This is possible via accessing the Visma|Raet Ticket system. In the case of escalation, you can contact us by telephone The ticket system of Visma|Raet grants access and information about the progress of submitted questions and the offered solutions. Contact persons are during the support process able to add information and react to the offered solutions by Visma|Raet.
Access by telephone of the Service Center is meant for those situations where direct contact is needed to provide a solution or in case of escalation. The Service Center can be reached by telephone on workdays between 8:00 am and 6:00 pm.
We kindly ask you to enter your partner number and to choose between the Service on which the question is related to.
Our Stand-by Service can be reached by telephone outside work hours, for reports with respect to the availability of the Domain APIs. The Stand-by Service is available on workdays between 6:00 am and 8:00 am and between 6:00 pm and 10:00 pm and during weekends between 6:00 am and 10:00 pm.
Note: The Stand-by Service is only for reports on malfunctions in the availability of the Domain API’s applications and is not meant for substantive questions or for reporting other malfunctions.
To offer you great assistance, we expect that registered contact persons:
have knowledge of the field in question;
consult manuals and recent product information that is available on the Visma|Raet Developer Portal;
Read notifications on the Developer Portal
Perform basic control acts before submitting a call
describe their acts of control adequately and if necessary enclose supporting information.
The regular support from the Service Center is included in the agreed service agreement. We also offer additional services from the Service Center. In consultation will be decided whether this service is carried out from the Service Center or via Consultancy Service from Customer Success. If services are carried out from the Service Center, you will be charged in advance. For Consultancy Services you will be contacted by planning to make arrangements about the to be delivered support.
Visma|Raet applies four Support Level Codes to give the right priority to the malfunction and the corresponding response time. The distinction in Support Level Codes is based on the type, severity, the corresponding initial response time and the expected recovery time of the reported malfunction.
The malfunction has a far-reached and immediate effect on the activities in the organization of the customer: activities cannot continue. There is no alternative solution that offers similar results.
The malfunction has a significant effect on the activities in the organization of the customer: An alternative solution is available, whether or not with some limitations.
The malfunction has limited or no effect on the activities in the organization of the customer
The following resolution times relate to the Service Level Code, depending on the Service
Solution by means of a workaround
90% within 24 hours
100% within 48 hours
Within 30 calendar days
Between 30-90 calendar days
The solution shall be included in the release calendar
Publishing Date : 7/10/2020