Product Overview: Spaces Flex

Cyncly Agreement Document

 

1.   FUNCTIONAL OVERVIEW

The Product can be used to plan and design kitchens, bathrooms, living rooms, and bedrooms, using virtual showrooms and 3D space planning tools.   

Modules and Optional Modules    

Module

Inspire

Interact with a gallery of virtual showrooms, each with different styles and layouts to choose preferred products and materials. Choices made in Inspire can be applied to a design in Define.

Define

Design kitchens, bathrooms, living rooms, bedrooms - any room of the house in a fun and immersive 3D space planning tool.

Optional Modules

Kitchen Auto-Design

Preview instant designs without any manual editing, that are adapted to the customer´s room size, functional needs and design preferences.

Collaborate

Gather all project information starting with photos, designs, tasks and discussions. Everything that is needed to manage and finalize a customer’s project.

Integrate

Connect business systems to key application functions such as login, pricing, ordering, project access and project update using a development API toolkit.

 

Features by Module

For Retailers

Inspire

Define

Browse virtual showroom designs featured by room type, style, price range or design characteristics

Search submitted customer projects using different criteria

Pick and choose preferred products and materials in an interactive viewer

Join and open a customer’s project to assist the consumer

Provide indicative or accurate pricing information to guide in the product selection

Use the same design to propose revisions that customers can explore on their own time

Capture valuable analytics and user information about consumer choices

Add recommended products and services to complete the design and product list

Kitchen Auto-Design

Collaborate

Integrate

Configure auto-design rules according to preferred design and recommended safety guidelines

Share additional project and product information

Expose the same commercial information and retail services found in other retail channels

For Consumers & Retailers

Inspire

Define

Start a design in 3D from the selected list of products and features

Draw room floor plan with accurate measurements

Change colors, styles and designs

Manually place cabinets, appliances, furniture and accessories in a room. Refer to warnings to improve the design.

Change cabinet door styles together with materials and colors for countertops, backsplashes and flooring

Change product materials and colors on an existing design either per product or for the entire room at once

Swap appliances, sinks and bathroom fixtures to match the decor

Configure product interiors such as drawers or cabinets

Save and apply various features & options (colors, materials, finishes, products) as favorites

Consult product list for the design recommended products and/or services

Use the selected showroom as a starting point for a new design

Submit a design to a store employee or buy online whenever applicable

Kitchen Auto-Design

Collaborate

Integrate

Choose preferred appliance types based on functional needs

Invite other collaborators to contribute to your design project

Benefit from a connected and unified retail experience across applications

Resize or move functional cabinet zones and determine the location of different appliances

Upload photos of your home that are useful to your project

  

Preview a kitchen design created automatically by the tool

Discuss and share additional project as well as products information

  

2.   MARKET AND GEOGRAPHIC REGION

The Product is for the KB&F (Retail) market and is sold worldwide.

3.   CONTRACT TYPE

SaaS.

4.   TERM

A fixed Term of 12 months or 36 months. The Term may be extended by agreement by signing further Order forms.

5.   ACCESS RIGHTS

The Product is subject to the following Access Rights:

  • limited to the Modules/Optional Modules which appear in the Order form
  • Access Rights are based on [n] Projects/year, with [n] being the quantity specified in the Order form
  • a Project is defined as an electronic file saved to cloud storage with a file name or design ID
  • changes to existing files count as a Project if they are saved with a new or updated file name or design ID
  • the Customer can increase the Access Rights granted by the Order at any time, by purchasing additional quantities of Projects based on the unit price shown in the Order
  • use of the Product is restricted to use in connection with a single Customer trading brand

6.   ARCHITECTURE

The Product is cloud-native, meaning it is designed and developed to run on and consume Microsoft Azure public cloud resources.

The SaaS solution is based on a single instance of the Product which is being used by multiple customers in the production environment and which are sharing public cloud resources (this is referred to as a multi-tenant model). The Product is also made available to all customers in a staging environment so that they can become familiar with Updates and Upgrades before they are moved into the production environment.

The Product is hosted in the appropriate Azure region and zones based on the geographic location of the Customer and taking into account data privacy laws.

The SaaS and virtual infrastructure provided by Microsoft Azure is designed taking into account the following design constraints:

  • Availability – equal to or greater than 99.9% (24/7/365, subject to planned downtime (see below)

7.   THIRD-PARTY SOFTWARE

Power BI from Microsoft is used in connection with the data insights dashboard.

 CSP – LIMITATIONS ON PUBLIC CLOUD RESOURCES

Not applicable.

8.   SECURITY MANAGEMENT PLAN

The SaaS is subject to the Cyncly group-wide information security management plan from the perspective of managing the CSP virtual infrastructure which is used to host Spaces Flex.

From an application perspective, Spaces Flex has Role Based Access controls which enable the Customer to set up security groups for Authorised Users with particular roles.

9.   PREREQUISITES (FOR USING THE PRODUCT)

Desktop / Notebooks

Windows

  • Processor: 2 GHz Dual Core or faster
    • for SQ/HQ rendering
  • Graphic Card: Support for OpenGL 2.0+
  • System Memory: 4 GB or higher
  • Internet Speed: 4 Mbps or higher
  • Operating System: Windows 7 or higher
  • Windows Browsers: Edge 41+, Firefox 52+, Chrome 61+

Mac

  • Processor: 2 GHz Dual Core or faster (Intel Processors only) – for SQ/HQ rendering
  • Graphic Card: Support for OpenGL 2.0+
  • System Memory: 4 GB or higher
  • Internet Speed: 4 Mbps or higher
  • Operating System: Mac OSX Yosemite 10.10 or higher
  • Mac Browsers: Safari 11+, Firefox 52+, Chrome 61+

Mobile Devices

The Product is supported on mid-range or higher tablets as well as recent smartphones in the following environments:

Apple

  • Operating System: Apple iOS version 11 or higher
  • iOS Browsers: Safari 11+, Chrome 61+

Android

  • Operating System: Google Android version 5 or higher
  • Android Browsers: Chrome for Android 68

10.   IMPLEMENTATION METHODOLOGY

Not applicable.

11.   SUPPORTED VERSION

All customers are using the same Version (which will be the latest Version), and Updates and Upgrades are first made available in a staging environment, so that customers can become familiar with that Version of an Update or Upgrade before it is moved into the production environment.

12.   SERVICE DESK

Please refer to the Specific Terms for SaaS for general principles applicable to the Service Desk. The table below specifies Product specific information.

Support Hours

Monday–Friday: 09:00–22:00 Greenwich Mean Time (GMT)

Weekend: Excluded

Excluding public holidays (in Canada or UK)

Channels of communication with the Service Desk

 Call the telephone number +1 514 600 5071

For all other incidents, generate a ticket using the web portal at https://is.support.cyncly.com/hc/.

Who may contact the Service Desk

The Customer’s staff need to be pre-registered.

The Customer’s staff who are pre-registered will be working on the Customer’s service desk or will be in a resolver group associated with the Service Desk.

The Service Desk will not deal directly with end users.

Information needed when contacting the Service Desk

Before contacting the Service Desk, the Customer’s support specialist must ensure:

  1. The anomaly has been analysed in order to confirm it is not an issue related to the catalogue or data created by the Customer, or an issue related to the Customer’s internal systems that are used with the solution (for example the Customer’s login system, the Customer’s appointment booking system, or the Customer’s ordering system, or others as applicable).
  2. Gather the information and documents that will allow the Supplier to reproduce and diagnose the incident:
  • the complete URL of the site where the incident occurs.
  • the name and version of the operating system on which the incident can be reproduced (e.g., Windows 8.1, Windows 10, etc.)
  • the name and version of the web browser used to reproduce the incident (e.g., Chrome version 56.0.2924.87).
  • a description line, which will allow the incident to be recognised easily and understood when presented in a list.
  • a detailed description of the incident with the step-by-step procedure that reproduces the incident.
  • the results are normally expected when the software is working properly, as well as the results observed when the incident occurs.
  • indicate if the incident occurs on computers in the stores or only for users on the web.
  • a screenshot of when the incident occurs.
  • the priority of the incident, according to the agreed classification.
  • any other information or files that may help to reproduce or diagnose the incident.

Management information and reporting

Standard reporting is available based on information collected using the service desk management tool.

13.   SERVICE LEVEL FOR AVAILABILITY

Please refer to the Specific Terms for SaaS for general principles applicable to the Service Level for Availability of the Product. The table below specifies Product specific information.

Service Level for Availability of the Product

99.9% (subject to planned downtime, as set out in the table below, and Excusing Causes)

Measurement period

Calendar month

What is Availability measured against

Availability is based on measuring requests, using software tools.

Planned downtime

Not to exceed 12 hours per calendar month.

Management information and reporting

Standard reporting is available based on information collected using software tools.

Service Credits for failing to meet the Service Level for Availability if the failure is caused by the CSP.

The Supplier will pass through the Service Credits from the CSP, based on the CSP’s mechanism or formula for calculating them, and the process and time period which applies in order to claim them.

Service Credits for failing to meet the Service Level for Availability if the failure relates to the Product (rather than a failure caused by the CSP).

Process for claiming Service Credits if the failure relates to the Product (rather than a failure caused by the CSP).

The Supplier will make available a service availability report for each calendar month. Once the Customer is provided with a report, the Customer may request a Service Credit, if applicable, within 60 days after the report is communicated to the Customer, or its right to claim a Service Credit shall be deemed to have been waived by the Customer. Such Service Credit shall be applicable to the immediately following invoice. If the Service Credit is claimed during the last year of service, then, upon the Customer’s request for the Service Credit, the Supplier shall reimburse the applicable Service Credit to the Customer. The Service Credit shall be claimed in writing (e-mail is acceptable) through the account manager or by raising a ticket with the web portal associated with the Service Desk.

Availability excludes the planned downtime in the table below.

 

Continuous delivery
(Updates and minor Upgrades)

Major Upgrades

Urgent security patches/critical fixes

Scheduled downtime for maintenance

Frequency

Twice a week

≤ 1/year

As required (expectation: ≤ 2/year)

Target: ≤ 2/year

Service interruption

No

No

Possible

Yes

Material change to Services

Unlikely but possible

Likely

No

No

Prior notice

Only if the material change: target of 5 days and not less than 72 hours

90 days

As much prior notice as reasonably possible

14 days

Timing of deployment

Any time

Any time

If possible, will target next Downtime Window but will depend on the level of urgency

“Downtime window”: 11PM to 1AM Eastern Time Monday–Thursday

14.   ESCALATION

Escalation Level

Position

Issue

1

Director of Support

Multiple missed communication tasks (initial or follow-ups).

Missed target resolution time.

2

Account Manager/Director OR Program Manager

Critical and High severity missed target resolution.

Service Availability is below 99.9% for a Reporting Period.

3

Senior Director IT and Operation

Critical severity missed target resolution time by more than 4h.

Service availability below 99.5% or 99.9% for 2 Reporting

Periods within 6 months.

4

CIO

Critical severity missed target resolution time by more than 8h.

Service availability below 99.0% or 99.9% for 3 Reporting

Periods within 6 months.