Norce Definitions
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      Addendum: Norce Definitions

      A glossary of important definitions

      1. API – Application Programming Interface, a set of clearly defined methods for interaction with internal or external systems, providing developers support in building computer programs.
      2. API requests – A call to an API or a service provided by Norce from an external endpoint.
      3. Applications –A logical entity in Norce normally used to define business logic for a specific market or brand. A client can have one or several applications.
      4. Availability (for a service) - A service is available when it performs as expected within a defined time and calculated in percent per calendar month according to the criteria set out in the SaaS Agreement
      5. Basic Service - shall mean the SaaS services made available to the Customer by the Company for processing of the Customer's Data in accordance with the specifications in the Agreement.
      6. Client - A Client is an instance in Norce, with a common product catalog, typically one Customer or Organization. The Client is aggregating all Usage from several Applications
      7. Compute – The Enterprise Base configuration level can be upgraded in terms of Compute resources.
      8. Customer - shall mean the buyer of Services in accordance with what is set out in the Agreement. The customer typically has one Client.
      9. Data Exchange - is the process of transmitting data from one computer or server node to another.
      10. Data Exchange Volume - Data Exchange through a API e.g. Connect, Query, an Azure blob storage or CDN provided by Norce etc. Data is measured in the form bytes and bi-directional, i.e. we measure transfer in both directions.
      11. Database – The Enterprise Base configuration level can be upgraded in terms of Database resources.
      12. Deleted vs Inactive SKU – SKU is a key in many tables in the Data model, including tables used for historical references. Hence, we rarely or never actually delete a SKU. To keep data integrity, we instead set the SKU status to Inactive.
      13. Downtime – The amount of time that the SaaS services has been unavailable for the Customer a given calendar month.
      14. End Customer Data – means any data, information, or content relating to individuals or companies that are customers of the Customer, and which is processed, stored, or otherwise handled within the scope of the Services provided by the Company under this Agreement. This may include, but is not limited to, contact information and basket history. For the avoidance of doubt, anonymized data shall not be considered End Customer Data.
         
         
      15. Expiry date – Last date of a binding contractual term. Will be renew automatically if not terminated by either party before notice period.
      16. Fixed monthly SaaS fee – The fixed Minimum fee is invoiced yearly in advance, starting at the Start Date and then repeated every year at the date of renewal. The Fixed Fee can include variable volumes.
      17. Incident - An incident is “an unplanned interruption of a Service or reduction in the quality of a Service”.
      18. Incident Manager – the party which acts as a coordinator during Incidents. Could be Norce, Customer or Solution Partner.
      19. Managed Adapter – is a ready-made integration to another system or service that is built and maintained by Norce. The adapters are also product dependent meaning one adapter is not necessarily available for all platforms. The adapter does not always cover the full functionality of the service and Norce adds functionality at our own discretion. The adapter price can change from time to time. A change in the underlying third-party product, or a change in the third party’s suppliers' terms and conditions, can also result in a change in the adapter price.
      20. Open hours - Normal opening hours are Working days 08:00-17:00 CET/CEST, defined as the Opening hours.
      21. Payment Adapter - is a managed integration to a Payment Service Provider (PSP) connected to the Payment Service in Norce via the External Payment API. The adapter is managed to support changes and additions to the payment service and its API’s but does not always cover the full functionality of the service at all times. Norce adds functionality from time to time in close cooperation with the respective PSP. Existing adapters can also be deprecated and become EOL (i.e become unusable) pending support from the PSP.
      22. Response time – the promised maximum lead time for a registered ticket to be started working on.
      23. SaaS – Software as a Service, a method of software delivery and licensing in which software is accessed online via a subscription, rather than bought and installed on individual computers.
      24. Scheduled maintenance – Activities including maintenance, upgrades and repair decided, planned and executed by the supplier. Time for scheduled maintenance is excluded from the availability calculation.
      25. Sellable SKU – a SKU in a price list. A sellable SKU can have different statuses, e.g. Active, Coming, Expiring, Hidden, Inactive or Not Activated.
      26. Service Level shall mean the service levels, agreed upon by the parties, for Norce provision of the Services in accordance with the SaaS Agreement
      27. SKU - a stock keeping unit (SKU) is a unique item (product or service) distinguished from other items by at least one attribute such as manufacturer, material, size, color, condition, warranty, packaging etc. Each SKU has a unique identification number that can vary from one organization to another but is often tied to EAN or UPC.
      28. SLA – Service Level Agreement, a commitment that exists between a service provider
      29. Solution Partner - A Solution Partners are experts in delivering e-commerce solutions based on Norce and have knowledge in design, architecture and integrations.
      30. Start Date - means the date on which the Customer (or its designated partner) is granted access to the Services, as provided by the Company through login credentials or other necessary instructions, which marks the start of the Services as set out in the Agreement.
      31. Startup fee a one-time which cover initial setup of environments and configuration of clients and applications
      32. Supplier SKU – a SKU in a Supplier’s product catalog, not necessarily sellable by the own organization and not necessarily with the same identification number as with the supplier.
      33. Third Party Product – shall mean software or other solution belonging to another party than the Company or another product that in the Agreement is stated to be a Third Party Product.
      34. Uptime – The amount of time that the SaaS services has been available for the Customer a given calendar month.
      35. Usage – usage variables of the SaaS service (e.g. GMV, pricelists, products, applications, API requests) and other cost drivers for the variable part of the SaaS fee.
      36. Working Days - Monday through Friday excluding public and bank holidays