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Updated on June 27, 2022.
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Service Level Agreement (SLA)

Schedule 1

1. Introduction

This Service Level Agreement (“SLA”) is a schedule to the Agreement entered between Konsolidator and the Customer regarding the Customer’s use of Konsolidator’s SaaS Platform (the Platform) and forms an integral part thereof.

Capitalised terms and expressions shall have the meaning attributed to them in this SLA and the Agreement.

2. Purpose

The purpose of this SLA is to set out the targeted availability of the Platform, maintenance windows for specific types of Maintenance, the support procedure in relation to incidents, and respective Response Times.

3. Availability

* = The Platform availability (uptime) is defined as 99.5% measured over a period of one calendar year, excluding planned maintenance.

3.1 Platform availability

All times are Central European Time (CET/CEST)

3.2 Service Desk availability

Excluded are Danish national holidays

3.3 Maintenance windows

Konsolidator is responsible for upgrading and patching (“Maintenance”) the Platform with the least possible level of impact for the Customer.

Konsolidator is entitled to carry out such Maintenance without notice if the changes are non-material. Material changes shall be subject to six (6) months’ prior notice, cf. clause 3.3 of the General Subscription Terms.

Notwithstanding the above, the following levels of Maintenance shall apply in relation to the specific types of Maintenance below:

4. Service Desk and Escalation

Konsolidator shall provide telephone and e-mail support via the e-mail support@konsolidator.com (“Service Desk”) as set out in the General Subscription Terms clause 3.1.

The Customer shall be entitled to contact Konsolidator’s Service Desk in relation to incidents and technical support as set out in this SLA.

A customer complaint must be submitted to the service owner.

5. Incident Management

All incidents relating to the Platform must be reported through the Service Desk.

The description and wording should provide the best and most exact details of the incident.

Please provide the following information when contacting the Service Desk with an incident:

  • Company name
  • Person name
  • Contact phone number
  • Contact e-mail address
  • Description of the incident

5.1 Severity calculation

Based on the incident report from the Customer, Konsolidator estimates severity based on the below severity matrix.

Impact: How much does it hurt?

 

 

Urgency: How long can we stand it? 

 

 

Severity Matrix

 

Priority Response Time

All requests are handled within normal working hours, cf. clause 7.2 of this SLA.

The response time shall mean the time passed from the incident is received to the time where Konsolidator shall initiate the activities to establish a workaround for the Customer following the inquiry from the Customer (“Response Time”).

Konsolidator will always endeavour to respond to incidents as soon as possible, and warrants commenced work within the agreed response times.