This Service Level Agreement (SLA) is applicable to Partners or Customers that enter into an Enterprise Agreement (Agreement) with Formalize ApS (Formalize).
1.1 This Service Level Agreement represents a SLA between Formalize ApS and the Customer for the provisioning of the IT services required to support, maintain and sustain the System and its usage ("Service").
1.2 This SLA comes into effect upon signature of both parties of the SLA as well as the Agreement.
1.3 This SLA remains valid until superseded by a revised written agreement mutually endorsed by the contracting parties or until the Agreement is terminated.
1.4 This SLA outlines the parameters of all IT services covered as they are mutually understood by the contracting parties.
1.5 Formalize ApS shall provide the Services in accordance with this SLA with its own capacities unless the subcontractor's activities are approved by the Customer in advance.
2.1 The purpose of this SLA is to ensure that the proper elements and commitments are in place as regards Formalize ApS' provision of IT incident support as well as general technical support to the Customer regarding the System's usage
2.2 The objectives of this SLA are to:
The Service is divided into three categories: 3.1) Incidents, 3.2) technical errors or suspicion hereof, 3.3) general support and 3.4) general maintenance. Depending on the category Formalize shall adhere to the following response times and resolution time table:
| Severity | Channels of contact | Time to response | Time to resolution |
|---|---|---|---|
| Incident | Phone | 1 hour | 4 hours |
Definitions:
"Incident": "a single event or a series of linked events unplanned by Formalize ApS that compromises the security of the network and information systems, and have an adverse impact on the availability, authenticity, integrity or confidentiality of data, or on the services provided by the Formalize ApS."
| Severity | Channels of contact | Time to response | Time to resolution |
|---|---|---|---|
| Unavailability | Email, Phone | 1 hours | 4 hours |
| Functional Bug | Email, Phone | 4 hours | 2 working days |
| Non Functional Bug | Email, Phone | 24 hours | 2 weeks |
All SLA deadlines above are counted from the time of contact following 4) Service Availability.
Definitions:
"Unavailable": The system cannot be accessed / cannot be loaded. Example: "I am unable to sign in to the admin-panel".
"Functional bug": An issue that limits the functionality of the system. Example: "The button does not work, so I am unable to add a new user to the system."
"Non-functional bug": An issue that can be inconvenient for the user(s) but does not limit what is possible to do with the system. Example: "The button is too small so it can be difficult for users to see the button when they want to add new users."
3.3.a
For general support inquiries Formalize aims to supply help at a scheduled meeting no later than 5 working days after the request has been made in the case that the situation cannot be resolved during the initial phone call or email.
3.3.b
Situations covered by general support:
Formalize will continuously improve its detection mechanisms to detect potential technical errors in the system before the Customer or Partner experience any issues. Technical errors that are found by Formalize follow the time to resolution set in table: Technical errors or suspicion hereof.
Formalize will continuously attempt to improve the system to the benefit of both Partners and Customers. The Partners and the Customers are free to decide how much feedback they would like to provide in the process.
Formalize is committed to maintaining an availability of at least 99,75% measured on a yearly basis counting from the start date (a "Period")
The Service Credit covered is based on the price paid by the Customer within the Period of the penalty.
| Availability rate | Service Credit |
|---|---|
| < 99,75% & > 99% | 10 % |
| < 99% & > 98% | 25 % |
| < 98% & > 95% | 50% |
| < 95% | 100 % |
Coverage parameters specific to the service(s) covered in this SLA are as follows:
Incident Telephone support: 24/7
Telephone support: 9:00 A.M. to 5:00 P.M. Monday - Friday.
Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday - Friday
Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day.
