Application #NUM to Agreement on consulting services: SLA (Service Level Agreement)
Getrealprice provides online product prices data that is being pulled from publicly available online shops and mobile applications. This is an external service (Getrealprice Team located outside CLIENT_NAME).
1. HTTPS
Getrealprice sends URL that follows to the file(s) with resulting data.
2. SFTP, GCS, MS AZURE
Getrealprice places file(s) with resulting data into CLIENT_NAME SFTP folder.
3. HTTPS Web-app Dashboard
Getrealprice datasets can be accessed by using browser at https://Getrealprice.com and logging into protected client-data area.
Depending on CLIENT_NAME needs in future, Getrealprice can transfer data using other methods (GCS, API, etc.).
Getrealprice provides services in 2 areas:
- data provision
- communication with contact person(s) / tech support
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Data provision |
Communication with contact person(s) |
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Delivering data according to defined schedule |
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Online meetings |
Gitlab/tickets |
Both sides agreed the following rules to be applied during cooperation on order to keep this SLA running:
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Data provision |
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Common schedule |
[change this according to your needs] Data provision has weekly cycles.
Weekly cycles mean that for most platforms the data freshness should be not longer that 24*7=168 hours.
In other words, Getrealprice provides updated price data every 168 hours or near that. On the beginning of the week the bigger platforms are started to be crawled since they take more time and effort to download the data.
by:
14:00 CET Friday (xx)
all or most of all platforms are already downloaded and stored in Getrealprice storage drives. At 14:00 CET each Friday Getrealprice transmits data to CLIENT_NAME SFTP and in addition sends an e-mail with duplicate/reserve way of downloading data with following email subject(s):
CLIENT_NAME - All catalogs
CLIENT_NAME - Other Package - email ...
In addition, Getrealprice provides EAN scanning:
Daily SKUSET1 price update - email
CLIENT_NAME informs Getrealprice if the report recipients must be updated (replaced/deleted/added). |
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Service availability |
Access to data storage
Getrealprice grants 24x7x365 access to downloading files from [hidden now for public version] |
Access to Getrealprice dashboard
Getrealprice able to provide access to “Getrealprice:RetailMaster” dashboard with price history and crawling statistics detailed information.
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Resolution time of an incident |
Typical incident is a broken parser/crawler.
If the web shop adds new code into the html / selectors / whatever, the previous data collection code will stop working. Getrealprice catches intercepts such situations and fix them in a regular manner.
Normally Getrealprice resolves the incidents with the following duration:
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Uptime |
Crawling is always on.
Evaluated average crawling time in ideal conditions:
[platformname/platformlist] DE: 2 days [platformname/platformlist] AT: 2 days [platformname/platformlist] CN: 2 days [platformname/platformlist] ES: 1.5 days [platformname/platformlist] AE: 1.3 days [platformname/platformlist] IT: 2-5 days Others platforms, average: 2-10 hours.
Getrealprice performs most of the web shops crawling in parallel mode.
Unplanned attempts to speed up crawling (decrease crawling time) might affect to lose the information and trigger platform(s) to implement additional anti-crawling defense. In order to keep good speed, Getrealprice always makes a preliminary research of data crawling comfort speed. |
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Data accuracy |
Getrealprice makes self-check regarding how accurate the data. What is a subject of self-check:
For each platforms crawling results (read-out reports) Getrealprice applies data check scripts that calculate the following:
- Total Products in report this week: 7725 - Recent Products (last 5 days): 5962 - Percentage of available items: 77.18%
Critical level can be different for different platforms because they all have different weekly range volatility.
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Example of weekly data accuracy report: |
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Country A |
Country B |
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Platform_name_.xlsx - Result: good - Percentage: 77.18% - Total Products: 7725 - Recent Products (last 5 days): 5962
Platform_name_ (Frechen).xlsx - Result: good - Percentage: 85.30% - Total Products: 179635 - Recent Products (last 5 days): 153228
Platform_name_ (Praha).xlsx - Result: good - Percentage: 96.07% - Total Products: 56793 - Recent Products (last 5 days): 54562
Platform_name_ (Steyr).xlsx - Result: good - Percentage: 94.92% - Total Products: 124093 - Recent Products (last 5 days): 117789
Platform_name_ (Szigetszentmiklos).xlsx - Result: good - Percentage: 94.86% - Total Products: 39770 - Recent Products (last 5 days): 37727
Platform_name_ (Brunn am Gebirge).xlsx - Result: good - Percentage: 100.00% - Total Products: 27648 - Recent Products (last 5 days): 27648
Platform_name_.xlsx - Result: good - Percentage: 95.90% - Total Products: 31939 - Recent Products (last 5 days): 30628
Platform_name_(Volklingen).xlsx - Result: good - Percentage: 93.04% - Total Products: 104081 - Recent Products (last 5 days): 96839
Platform_name_.xlsx - Result: good - Percentage: 78.68% - Total Products: 144067 - Recent Products (last 5 days): 113349
Platform_name_ (Oberhausen).xlsx - Result: good - Percentage: 75.16% - Total Products: 144024 - Recent Products (last 5 days): 108245
Platform_name_ AUT (Korneuburg).xlsx - Result: good - Percentage: 83.47% - Total Products: 87473 - Recent Products (last 5 days): 73011
Platform_name_ (Mettmann).xlsx - Result: good - Percentage: 93.14% - Total Products: 71752 - Recent Products (last 5 days): 66829
Platform_name_ (Bratislava).xlsx - Result: good - Percentage: 95.61% - Total Products: 175205 - Recent Products (last 5 days): 167508
Platform_name_ (Goeppingen).xlsx - Result: good - Percentage: 93.46% - Total Products: 448062 - Recent Products (last 5 days): 418772
Platform_name_ (Praha).xlsx - Result: good - Percentage: 96.10% - Total Products: 184284 - Recent Products (last 5 days): 177089
Platform_name_ (Wien).xlsx - Result: good - Percentage: 96.58% - Total Products: 257480 - Recent Products (last 5 days): 248678
Platform_name_ (Duesseldorf).xlsx - Result: good - Percentage: 96.27% - Total Products: 36158 - Recent Products (last 5 days): 34809
Platform_name_.xlsx - Result: badly - Percentage: 57.58% - Total Products: 12768 - Recent Products (last 5 days): 7352
Platform_name_ (Budapest).xlsx - Result: good - Percentage: 95.36% - Total Products: 33731 - Recent Products (last 5 days): 32166
Platform_name_(Rheinfelden).xlsx - Result: good - Percentage: 85.71% - Total Products: 146821 - Recent Products (last 5 days): 125836
Platform_name_.xlsx - Result: good - Percentage: 100.00% - Total Products: 18621 - Recent Products (last 5 days): 18621
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Platform_name_.xlsx - Result: good - Percentage: 82.05% - Total Products: 8174 - Recent Products (last 5 days): 6707
Platform_name_.xlsx - Result: good - Percentage: 81.29% - Total Products: 17557 - Recent Products (last 5 days): 14272
Platform_name_.xlsx - Result: good - Percentage: 92.78% - Total Products: 23237 - Recent Products (last 5 days): 21559
Platform_name_ (Dalmine).xlsx - Result: good - Percentage: 84.05% - Total Products: 37054 - Recent Products (last 5 days): 31143
Platform_name_.xlsx - Result: good - Percentage: 73.26% - Total Products: 6751 - Recent Products (last 5 days): 4946
Platform_name__only_himself.xlsx - Result: badly - Percentage: 0.00% - Total Products: 122669 - Recent Products (last 5 days): 0
Platform_name_(Roma).xlsx - Result: good - Percentage: 96.15% - Total Products: 61884 - Recent Products (last 5 days): 59502
Platform_name_.xlsx - Result: good - Percentage: 90.69% - Total Products: 6060 - Recent Products (last 5 days): 5496
Platform_name_.xlsx - Result: good - Percentage: 100.00% - Total Products: 63457 - Recent Products (last 5 days): 63457
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Data storage |
In 2024: Getrealprice stores all built reports for 1 year. |
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System throughput |
30-150 MBPS |
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Communication with contact person(s) |
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General rules |
Both sides provide clear and enough-detailed communication. If there is an incident arised, requesting side should provide full details regarding what happened. For example:
Compose email with topic-related email subject and a question with attached sample SKU or few SKU's inside email body, including:
- report/platform/competitor name - screenshot of visual part (if applicable) - SKU code if applicable - previous state of same data |
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Amount of contact persons from each side |
From Getrealprice side: 2 contact persons:
CP-1 for technical issues, CP-2 for organizational, financial and planning issues
From CLIENT_NAME side: 1 contact person for all issues – or – specify ___. |
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Requirements to knowledge and professional communication level |
Both side contact person(s) aware about:
- current/agreed parsing schedule - theoretical and real parsing speed / capacity of each web shop - logic of collecting data over each column for each competitor - limits of data collection possibilities while using special methods (API, mobile app, etc.)
Contact persons from both sides do not apply manipulative methods of communication (emotional, threatening, hinting, ambiguous, etc.)
The contact persons of both parties cannot set direct tasks to each other, since they work for different companies. At the same time, the parties can agree on changes, additional actions or works. The initiator of such changes or additional actions or works prepares the necessary materials and documents for the implementation of these actions. |
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Incident types |
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Incident reporting rules |
If the incident happens, Getrealprice makes internal ticket for handling the incident according forecasted restore time. If CLIENT_NAME needs to be informed about the incident, Getrealprice informs CLIENT_NAME. By default, Getrealprice informs CLIENT_NAME regarding data quality once a week on Friday’s with regular data check results. |
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Incident handling rules |
Since different incidents trigger different handling duration, forecasting of resolution time is always approximate. Sanctions are not applied if the incident real resolve time became longer than incident forecasted resolve time. |
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New platforms plug in request |
Should contain clear addressing:
Web shop address full URL or Category/Categories address full URL list
Should contain clear method of data handling:
Should contain clear price cluster name and URL:
If web shop contains non-standard data to be captured,this needs to be mentioned. The additional PDF/PPTX is provided with commented/explained screenshot(s) regarding data capturing nuances. If not provided, Getrealprice will set up format at it’s discretion guided by logic and existing experience. |
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Existing platforms plug off request |
Specify date when Getrealprice must stop updating data.
Additional charges can be applied in rare cases for some big platforms, because Getrealprice makes prepayment for traffic and other expenses related to the provision of long-term price updates. |
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Change data collection method request |
Same logic as “New platforms plug in request” |
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Rules of using verified communication channels |
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Online meetings |
Gitlab/tickets |
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Each email should have email subjectrelated to the body text.
Email processing time: 1-8 hours.
If the email is urgent and contain “URGENT” tag in email subject, such emails are processed faster. Additional charges can be applied if urgent issues raised regarding new issues (not related with existing issues or rules).
If the email message is unclear, or email message is contradictory or elsehow needs more time to process, additional charges can be applied. |
Contact persons can meet online after agreeing date/time suitable for both sides.
Initiator prepares detailed written agenda of existing issues/questions planned to discuss and resolve and presents such agenda at least 1 day before the assigned meeting. |
Getrealprice can provide access to issue/ticket-management software (Gitlab), located https://***.getrealprice.com. To start working with Gitlab, CLIENT_NAME needs to provide emails and usernames to use issue/ticket-management software and have 1-hour online meeting with guideline announcement about Gitlab usage. |
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