About This Document
This document describes the Services provided to the Customer according to the Agreement. Sizey reserves all rights to amend and complete this Service Description from time to time.
Unless the context otherwise requires, the following expressions have the following meanings (and where the context so admits the singular shall include the plural and vice versa):
“Access Point” means the connection point(s) used to connect the software service to general communication network.
“Applicable Monthly Period” means, for a calendar month in which a Service Credit is owed, the number of days that you are a subscriber for a Service.
“Applicable Monthly Service Fees” means the total fees actually paid by you for a Service that are applied to the month in which a Service Credit is owed.
“Cloud Service” means deployment model of SaaS over the general communication network (internet) to the Access Point.
“Consumer” is a person using sizing in a web-shop to select a right size of the apparel based on the size chart of the apparel and Consumer’s personal measures.
“Customer” means a company using Size Management Portal. Typically, clothing brands, retailers or apparel manufacturers are using the Service to manage their apparel sizing.
“Customer Data” means information or material transferred by the customer to the software service or otherwise provided or made available to the Supplier on behalf of the Customer for purposes of the software service as well as any other information or material specified as Customer Data by the Parties.
“Downtime” means any period of time when end users are unable to login to their Online Service(s). Downtime does not include Scheduled Downtime and/or the unavailability of customer specific Service add-on features. Downtime does not include unavailability of a Service due to limitations beyond Suppliers reasonable control.
“Error Code” means an indication that an operation has failed, such as an HTTP status code in the 5xx range.
“External Connectivity” is bi-directional network traffic over supported protocols such as HTTP and HTTPS that can be sent and received from a public IP address.
“Incident” means (i) any single event, or (ii) any set of events, that result in Downtime.
“Identifier” means user identifier for authenticating the user of the software service in a reliable manner.
“Management Portal” means the web interface, provided by Supplier, through which Customers may manage the Online Service.
“Resolution Time” means the time between Sizey’s receipt of adequate information about an Incident or a Service Request until the Incident or the Service Request is resolved. Resolution time is calculated within the service hours. The resolution time is not calculated if the Incident is out of the defined Service scope or if the cause of the Incident is identified as a software feature or a bug. Resolution time targets vary according to the selected Service Level and the priority of an Incident.
“Response Time” means the time between Sizey’s receipt of an Incident until the Incident is assigned in the
“SaaS” means “Software as a Service”.
“Scheduled Downtime” means periods of Downtime related to network, hardware, or Service maintenance or upgrades. We will publish notice or notify you at least five (5) days prior to the commencement of such Downtime.
“Service Credit” is the percentage of the Applicable Monthly Service Fees credited to you following Monitzion’s claim approval.
“Service Level” means the performance metric(s) set forth in the SLA that Supplier agrees to meet in the delivery of the Services.
“Service Request” means a formal request from the Customer to Sizey for services which may include additional charges.
“Service Resource” means an individual resource available for use within a Service.
“SLA” means “Service Level Agreement”, the commitments regarding delivery and/or performance of an Online Service, as defined in the respective Service Description.
“Software Vendor” means the supplier or third party to whom the intellectual property rights in the deliverables belong.
“Standard Software” means software or software component marketed or licensed to several customers and the instructions or other documentation and potential media related to the standard software in question.
“Subscription” is an entitlement for a user to use Sizey’s Size Management Portal. A Customer needs to have a valid Agreement with Sizey to have subscription(s) to the Size Management Portal.
“Success Code” means an indication that an operation has succeeded, such as an HTTP status code in the 2xx range.
“Supplier Material” means material provided or made available by the supplier to the customer for purposes of the use of the software service and any other information or material specified as supplier material by the parties.
“Support Window” refers to the period of time during which a Service feature or compatibility with a separate product or service is supported.
“User” is a person to whom a company has given access rights to its data in the Size Management Portal. According to permissions of the user role, a user can manage sizing data in the Size Management Portal.
“User Level” defines the permissions in the Size Management Portal to manage Customer’s company information and user(s), as well as the sizing data.
“User Minutes” means the total number of minutes in a month, less all Scheduled Downtime, multiplied by the total number of users.
Size Management Portal
Customers can manage apparel size charts and related data in the Size Management Portal. The Size Management Portal is a Cloud Service platform where this data can be created and/or imported, amended, stored, and shared. For instance, size charts can be easily linked from the Size Management Portal to Customer’s web-shop or similar systems using product data. The Size Management Portal is provided as a Service (SaaS) to Customers having an Agreement and valid user subscription(s) to the Size Management Portal.
The core of the service are brand specific digital size charts, which can be easily created with Sizey’s flexible size chart tool. To speed up onboarding to the system, Sizey has created many size chart templates to the Size Management Portal. It is easy for Customer users to copy templates and create their own size charts based on the templates. It is also possible to import size charts to the Size Management Portal as csv files. For instance, a retailer can do so if a brand owner is sending size charts as excel files. Then, size charts can be easily linked to product information with Products-functionality in the Size Management Portal.
Products-functionality contains all products to be linked with brand specific size charts. Web-shop product data can be easily imported to the Size Management Portal with Sizey web-shop plugin. If Customer is using some other system to manage product data, the data can be imported using Sizey’s API. Furthermore, brands can share size charts and product data with retailers using the Size Management Portal. When using the Size Management Portal to share product information with retailers, the brands can share also retailer specific content.
Sizey ecommerce plugin
Sizey provides plugins for seamless data flow with e-commerce platforms Shopify and Woocommerce. Customers can download and install the plugins from merchant store or from the link in the Size Management Portal. Currently Shopify OS 2.0 and Woocommerce PHP 5.0 or newer are compatible with Sizey.
Size Recommendation Service
The Size Recommendation is a web-based service which web-shops can provide to their consumer customers. It is based on digital body measures which help Consumers to find the best size of an apparel based on their personal body measures. A Consumer can give her/his measures for the Size Recommendation Service in a web-shop in one-time session or using the My Sizey.
There are two ways available for Consumers to set personal measures:
- A Consumer can set her/his measures manually by using an easy toolbar.
- A Consumer can take a selfie and use Sizey’s digital body measuring algorithm to set her/his measures automatically.
A size recommendation is given based on a product specific size chart and given personal body measurements. The look and feel of the Size Recommendation Service can be customized according to the web-shop, as well as setting in the process flow of shopping journey.
With the Size Recommendation Service retailers can improve customer experience in online shopping with personalized service and save a significant amount of money by decreasing product returns.
A person, Consumer, can save her/his personal measures in My Sizey: height, gender and two full body images if the automatic generation of measures is used or Consumer can set the measures manually.
Furthermore, Consumer can use her/his My Sizey profile for convenience in different web-shops to make life easier and improve the shopping experience. Sizey provides the My Sizey Service as SaaS directly to Consumers free of charge. Consumers login to My Sizey with Google authentication. My Sizey saves only technical authentication id and measures of the Consumer, and there is no other identification data of the person. The My Sizey data is located in Europe according to the GDPR regulation.
When a company has signed a Size Management Portal Agreement with Sizey, Customer can login to Portal from the Access Point https://xxxx Customer onboarding is started by setting up a Company Account and an API-key:
- Company Account
Each brand, retailer and manufacturer using the Size Management Portal has their own Company Account. The Company Account specifies the company details, a scope of Sizey’s Services, and company users and their roles.
An API-key is a technical identifier of the company to Sizey’s Services. For instance, an API-key is used for Sizey add-ons or plugins in sales platforms or external programs. Sizey API-keys are needed to link the plugin with the Size Management Portal and access Sizey’s Services.
Customer can synchronize their products from the web-shop to the Size Management Portal once
- the company has been registered to the portal,
- the plugin has been installed to an e-commerce platform, and
- the API-key set to plugin settings.
Now Web-shop Manager can set size charts to each product in the Size Management Portal. When size charts have been linked with products, it is also possible to introduce the Size Recommendation Service in the web-shop. A Consumer can access the Size Recommendation Service in a web-shop when ‘Find My Size’ -button appears in web-shop product pages via Sizey add-on.
Cloud Services and Product Development
Sizey’s SaaS Products are Cloud Services which are provided to the Access point over the general communication network. Sizey Cloud Services are available 24/7 in the Access Point with the availability of 95%. Sizey constantly develops its service offering and reserves the right to make changes to the SaaS offering at any time.
Sizey can provide add-on professional and training services to Customers in size management. For instance, Sizey can help Customer, a brand owner, to create a brand specific size charts and improve efficiency by developing process of size chart and product data management with retailers. Professional Services are add-on services specified in the Service Request which will be charged according to the valid Price List (Appendix 2) on time and material basis.
Responsibilities related to the Size Management Portal are described in the table below, using the widely adapted RACI- model for notation.
Availability of Sizey Cloud Services in the Access Point
Access to the Access Point of Cloud Services
Providing API-key for customers to Sizey Services
Storing customer’s product, size chart, and garment data
Providing functioning plugin for web-shop and updates
Providing link to My Sizey -service through web-shop plugin(s)
Storing consumers measuring ID’s and user data in My Sizey service
Creating and updating brand specific size charts in the Size Management Portal
Mapping the products with wanted size charts in the Size Management Portal
Ensuring web-shop version compatibility with Sizey plugin(s)
Update and synchronizing of web-shop’s product data to the Size Management Portal
Validity of size chart data in the Size Management Portal
Validity of the product data in the Size Management Portal
Creating user profile in My Sizey service
Making digital measuring or providing needed personal data manually for the Size Recommendation Service
Technical support and professional services for Customers (companies)
End user support for consumers
R=Responsible (works on), A=Accountable, C=Consulted, I=Informed
This Service Level Agreement for the Online Services (this “SLA”) applies to the Size Management Portal.
SLA Calculation Formula
The SLA of the Monthly Update Percentage is calculated using the following formula:
User Minutes – Downtime x 100
where Downtime is measured in user minutes, that is for each month, Downtime is the sum of the length (in minutes) of each Incident that occurs during that month multiplied by the number of users impacted by that Incident.
Monthly Uptime Percentage
Availability, Maintenance and Changes to the Online Services
Sizey may make commercially reasonably changes to each Online Service from time to time. The Supplier may automatically download and install updates to Online Services. You agree to receive these automatic updates without any additional notice. Updates may not include all existing software feature, services, or peripheral devices.
The Supplier shall have right to suspend delivery of the Online Service for a reasonable duration on working days (Monday to Friday) from 6pm to 8am, on Saturdays, Sundays and official holidays if it is necessary in order to perform installation, change or maintenance work in respect of the software service and such installation.
The supplier shall have the right to suspend delivery of the Online Service due to installation, change or maintenance work of general communications network or due to a severe data security risk related to the Online Service or if required by law or regulation by authorities due to a force majeure event.
The Supplier shall have right to prevent the Customer’s access to the Online Service without first consulting the Customer, if the Supplier justifiably suspects that the Customer burdens or uses the Online Service in a manner that jeopardises the delivery of the Online Service to other users. The Supplier shall without undue delay inform the Customer of the reasons for such prevention.
Sizey may also terminate the Online Service for commercial or regulatory reasons. If the Online Service is terminated, Customer will receive a credit for any amount paid in advance for the period after termination.
In order for Sizey to consider a claim, you must submit the claim to Sizey including all information necessary for Sizey to validate the claim, including but not limited to: (1) a detailed description of the Incident; (2) information regarding the time and duration of the Downtime; (3) the number and location(s) of affected users (if applicable); and (4) descriptions of your attempts to resolve the Incident at the time of occurrence.
We must receive the claim within five (5) business days in which the Incident occurred. We will evaluate all information reasonably available to us and make a good faith determination of whether a Service Credit is owed. We will use commercially reasonable efforts to process claims during the subsequent month and within forty-five (45) days of receipt. You must be in compliance with the Agreement in order to be eligible for a Service Credit. If we determine that a Service Credit is owed to you, we will apply the Service Credit to your Applicable Monthly Service Fees.
If you purchased more than one Service, then you may submit claims pursuant to the process described above as if each Service were covered by an individual SLA. For example, if you purchased two Online Services, and during the term of the subscription an Incident caused Downtime for both Services, then you could be eligible for two separate Service Credits (one for each Service), by submitting two claims under this SLA. In the event that more than one Service Level for a particular Service is not met because of the same Incident, you must choose only one Service Level under which to make a claim based on the Incident. Unless as otherwise provided in a specific SLA, only one Service Credit is permitted per Service for an Applicable Monthly Period.
- Service Credits
Service Credits are your sole and exclusive remedy for any performance or availability issues for any Service under the Agreement and this SLA. You may not unilaterally offset your Applicable Monthly Service Fees for any performance or availability issues.
Service Credits apply only to fees paid for the particular Online Service, Service Resource, or Service tier for which a Service Level has not been met. In cases where Service Levels apply to individual Service Resources or to separate Service tiers, Service Credits apply only to fees paid for the affected Service Resource or Service tier, as applicable. The Service Credits awarded in any billing month for a particular Service or Service Resource will not, under any circumstance, exceed your monthly service fees for that Service or Service Resource, as applicable, in the billing month.
If you purchased Online Services as part of a Subscription Offer or other single offer, the Applicable Monthly Service Fees and Service Credit for each Service will be pro-rated.
This SLA and any applicable Service Levels do not apply to any performance or availability issues:
- Due to factors outside our reasonable control (for example, natural disaster, war, acts of terrorism, riots, government action, or a network or device failure external to our control of Cloud Services, including at your site or between your site and our data center);
- That result from the use of services, hardware, or software not provided by us, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or services;
- That results from failures in a single Datacenter location of ours, when your network connectivity is explicitly dependent on that location in a non-geo-resilient manner;
- Caused by your use of a Online Service after we advised you to modify your use of the Online Service, if you did not modify your use as advised;
- During or with respect to preview, pre-release, beta or trial versions of a Service, feature or software (as determined by us) or to purchases made using Sizey subscription credits;
- That result from your unauthorized action or lack of action when required, or from your employees, agents, contractors, or vendors, or anyone gaining access to our network by means of your passwords or equipment, or otherwise resulting from your failure to follow appropriate security practices;
- That result from your failure to adhere to any required configurations, use supported platforms, follow any policies for acceptable use, or your use of the Service in a manner inconsistent with the features and functionality of the Service (for example, attempts to perform operations that are not supported) or inconsistent with our published guidance;
- That result from faulty input, instructions, or arguments (for example, requests to access files that do not exist);
- That result from your attempts to perform operations that exceed prescribed quotas or that resulted from our throttling of suspected abusive behavior;
- Due to your use of Service features that are outside of associated Support Windows; or
- For licenses reserved, but not paid for, at the time of the Incident.
With some Online Services, any Service Credit that you may be eligible for will be credited in the form of service time (i.e., days) as opposed to service fees, and any references to “Applicable Monthly Service Fees” is deleted and replaced by “Applicable Monthly Period.”
Sizey’s customer support can be reached via email in firstname.lastname@example.org. Sizey provides its best effort to support Customers using Sizey Services. The scope of Support Services is technical assistance to use Cloud Services. Any support is provided “as is”, “with all faults”, and without warranty any kind.