Service Level Agreement

1 PREAMBLE

This SLA forms an integral part of the Agreement between the Parties as defined in the GT&C and is an annex to the GT&C.

Unless otherwise specified herein, capitalized terms herein shall have the meaning ascribed to them in the GT&C.

2. AVAILABILITY, SUPPORT AND USAGE TIMES OF THE SERVICES

To the extent support services are stipulated in the Order Form and/or the GT&C, the Provider will use commercially reasonable effort to ensure the following availability and support, as applicable, in accordance with the support plan/service level purchased by the Customer:

5x24 Period starts from Monday 0:00 am CET to Friday 23:59pm CET

Initial response time (IRT) Means the time, expressed in hours, between the registration time of the ticket in the Hotline Desk by the Customer and the acknowledgement receipt time of said ticket by the Provider

Ticket qualification (QT) Means the time, expressed in hours, starting after the IRT during which the ticket is processed until the time a diagnostic is proposed

Update Frequency Time (UFT) Means the time, expressed in hours, after the problem has been diagnosed to provide an update either a solution, mitigation, or progress towards either

Level  

Description  

Coverage 

Premium 

Advanced 

Basic 

Severity 1  

Outage impacting entire customer population  

Initial response time (IRT) 

Ticket qualification (QT) 

Update Frequency Time (UFT) 

30 MIN 

IRT + 4 HRS 

QT + each 4 HRS 

1 HR 

IRT + 8 HRS 

QT + each 8 HRS 

24 HRS 

IRT + 24 HRS 

QT + each 24 HRS 

Severity 2  

Functionality impacting the business of significant customer population  

Initial response time (IRT) 

Ticket qualification (QT) 

Update Frequency Time (UFT) 

2 HRS 

IRT + 7 HRS 

QT + 20 HRS 

4 HRS 

IRT + 12 HRS 

QT + 30 HRS 

48 HRS 

IRT + 48 HRS 

QT + each 48 HRS 

Severity 3  

Minor functionality not business impacting  

Initial response time (IRT) 

Ticket qualification (QT) 

Update Frequency Time (UFT) 

48 HRS 

N/A 

N/A 

72 HRS 

N/A 

N/A 

96 HRS 

N/A 

N/A 

Severity 4  

Documentation or other non-functional requests  

Initial response time (IRT) 

Ticket qualification (QT) 

Update Frequency Time (UFT) 

96 HRS 

N/A 

N/A 

120 HRS 

N/A 

N/A 

144 HRS 

N/A 

N/A 



3. PENALTY 

The Provider does not undertake to pay a penalty for failure to comply with the service level and shall not be liable towards the Customers and/or any of its respective customers or any other third party for such failure