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Service Level Commitment

Kodak and Customer will comply with the following service level terms.

Cloud Hosting has the following service level targets:

Cloud Service

Recovery Time Objective (RTO)

13/5 Support

Recovery Time Objective (RTO)

24/7 Support

Recovery Point Objective (RPO)

(Files and Folders)

Recovery Point Objective (RPO)

(Oracle Database)

Target System Availability*

Prinergy VME with Managed Services

D-Series and F-Series Tier

24 Hours

24 Hours

3 Hours

48 Hours


Prinergy VME with Managed Services

B-Series Tier

72 Hours

24 Hours

48 Hours

48 Hours


Customer is responsible for all damages and liabilities that result from data loss during transmission, storage, or retrieval from the Cloud Hosting site. 

*Target System Availability refers solely to the availability of the Cloud-hosted server image resource, excluding the performance and operation of products and product features within the Cloud-hosted server image resource.

Division of Responsibilities

The table below delineates the division of responsibilities related to the maintenance and administration of operation and interoperation of KODAK KSD solutions in relation to Customer network and software solutions and assets.


Kodak Support

Customer Administration

Maintain KSD product Windows server uptime.

Maintain KSD product availability.

Restart the KSD product server and apply Windows OS updates (if available) on a scheduled weekly (or bi-weekly) basis.

Apply KSD product server-side updates - Product upgrades or major updates (A. and .B revisions) - one per year included in subscription - additional upgrade/major update procedures can be purchased at standard rates.

Apply collateral product security updates on a regular basis (eg. Update Oracle security each quarter).

Maintain Kodak and Customer access to interactive user sessions on VM from Azure.

Maintain Kodak and Customer access to Azure portal - host dashboard and administrative interface.

Keep Azure-hosted systems' security patches up to date.

Endpoint security for both ends fo the Site to Site and Point to Site connections between KSD hosted servers and customer network and system.

Rehost procedure during migration.

Perform copying of job data to the Azure data storage location. Customer should be proficient in the use of Robocopy. Kodak is not responsible for any loss of data that may occur during the network copy.

Maintain anti-malware, anti-virus, and security software on systems and network appliances that comprise the customer LAN/WAN (Local Area and Wide Area Network) outside of the Kodak-hosted systems and virtual network. Attacks occurring within the customer LAN/WAN are the sole responsibility of the customer. Kodak is not liable for network intrusions or damage.

Manage and maintain user account and group permissions and rights within the customer LAN/WAN and in relation to interoperation with hosted KSD products. Maintain domain permissions and Active Directory management for the customer LAN/WAN. KSD hosted systems will not be placed within the customer domain.

Maintain and manage the connectivity from the customer site to the Azure hosting infrastructure. Customer is solely responsible for the customer’s network, LAN, or WAN connections.

Reliability of the customer’s network is solely the responsibility of the customer, including, but not limited to: WAN connection availability and uptime; WAN performance as impacted by reliability and/or network traffic other than that required by the hosted KSD products. Even in the event that the customer is using Microsoft connections, such as ExpressRoute.

Impacts of malicious software acting within the customer’s network.

Performance and maintenance of networking hardware installed at the customer site.

Apply KSD workstation-side updates (such as client software) in response to annual or ad hoc server-side KSD software product updates.

Maintain data archives and clean up job data as appropriate.

Maintain on-prem Kodak software and solutions that are not hosted via Managed Services. There is no change to existing deployed software and solutions that have not been moved into Managed Services.

Provide and maintain a Microsoft qualified VPN device for connectivity from local network to Azure. Unsupported devices and/or software are solely the responsibility of the customer. Using unqualified solutions may prevent Managed Services from working all together.

Make sure that changes to customer's local network comply with connectivity requirements to work with Azure.

Configuring on-prem server permissions and rights to work with hosted solutions.

Connectivity to non-Kodak, third-party software solutions hosted within a Kodak managed environment, requires the customer to maintain all third-party software including network connectivity and administration of the software. Kodak will only apply security patches and/or operating system updates for the VM resources provisioned as part of the Managed Services subscription.

Any third-party software installed within a Kodak managed environment requires the customer to perform maintenance and administration.

Administer local login accounts on Azure hosted operating systems.

Version: August 2020

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