Service-Level-Agreement

Because we want everything to work as much as you do

§1 Parties

The following Service-Level-Agreement constitutes a contract. It will be between

Sivver Software Solutions (Inh. Marcel Menk)
Westring 1
33378 Rheda-Wiedenbrück
Northrhein-Westphalia, Germany

E-Mail Address: [email protected]
Phone: +49 (0) 5242 98390 30
Fax: +49 (0) 5242 98390 39

named as follows: "Service-Provider" or "Seller"; and you: the "Customer" or "Contractor".

§2 Objective

Within this Service-Level-Agreement (also “SLA”) are defined the services which the Service-Providers provides for the client in terms of scope and quality. It also defines the service compensation for the Service-Provider.

§2 Service

As part of this SLA, the service provider performing work on the product „Sivver“.

§3 Availability

The service provider endeavors to provide at least the following availability to the customer:

The target time is Monday - Friday 9:00 am - 6:00 pm CET (except national holidays).

Withdrawal periods are times when the entire system is not available, especially due to:

  • force majeure
  • Malfunctions caused by components outside the area of ​​responsibility of the service provider
  • Abuse of software by customers

It is measured in rounded minutes.

Down times (= DT) are the times when the service is not available due to faults attributable to the service provider; Measured in rounded minutes.

The maximum monthly availability (= Vmax) is: 30 days multiplied by 24 hours, minus deduction time.

The parties agree on a minimum availability (= Vmin) of 99% calculated according to the formula: (Vmax - DT) x 100: Vmax

§4 Support

The support hotline is available to customers at least Monday through Friday from 09:00 to 18:00 CET (excluding national holidays).

§5 Maintenance

The service provider preferably provides the contractually agreed maintenance services for hardware, software and network components between 20:00 and 24:00 CET.

§6 Fault Management

Faults are registered, categorized and processed in the following way.
Step Description Action
1 Report The notification by the administrator of the customer is done by giving as much information as possible, in particular:
  • Specification of the fault
  • Timeframe of the fault
  • Application-environment and -situation
  • Frequency of the problem
  • Error messages
  • Type and version of the used internet-browsers
  • User-ID
  • Priority-Level
2 Registration Faults are registered centrally as a so-called "ticket" and receive an operation number under which further information on the case can be provided.
3 Determine priority The priority of the fault is jointly assessed and determined together with the customer.
4 Diagnosis Analysis of the fault and its causes (for example, by replicating the fault in a test environment)
5 Search and, if necessary, implement a solution A solution for the disturbance is sought and possibly implemented in the productive environment.
Step Description Action
1
(Critical fault)
One or more of the following cases apply:
  • Productive data / information is destroyed or lost.
  • Actions lead to incorrect results with direct consequences for the business processes of the customer organization.
  • One or more of the components will not work and the interference will cause serious interruptions.
-
2
(Temporarily forgivable fault)
The disorder has no direct critical consequences, but:
  • Productivity is hampered by limited functionality of the system.
-
3
(Improvement)
The fault does not belong in category 1 or 2, but: the customer wants an extension or change of the functions. -

§6.1 Response times for priorities 1-3

Priority 1: During the availability time, the first reaction time is 18 hours, the response time is 48 hours.

Priority 2: During the availability time, the first reaction time is 24 hours, the response time is 48 hours.

Priority 3: During the availability time, the first reaction time is 24 hours, the response time is 48 hours.

§7 Capacity Management

The service provider tracks the available and used capacity of the components used. As soon as one or more of the required components reaches or exceeds the capacity limit defined for the respective component, its capacity should be extended. The following components are regularly tracked:

  • Hard disks (mass storage) Capacity of the systems used
  • Memory and the CPU capacity of the systems used

§8 Security

The service provider shall take at least the following measures relating to the security and protection of the hardware and software components used to provide the contractual service:

  • Running the server hardware in a data center certified according to DIN ISO / IEC 27001
  • Implementation of RAID configurations (RAID 1, 5, or 10) to ensure data security within the affected system
  • Regular external backups (at least one daily) for the backup of the Sivver instances, as well as the corresponding stored customer data

§9 Communication

Faults can be reported to the service provider as follows:

E-Mail Address: [email protected]
Phone: +49 5242 98390 30
Fax: +49 5242 98390 39

§10 Compensation

For the services of the service provider, there are no additional costs, with the exception of priority 3 tickets. For Priority 3 requests, 56.00 € plus 0% VAT will be charged per completed hour worked for the purpose of completing the order.

§11 Reporting

The following items are presented by the service provider in an SLA report that is created weekly:

  • the respective reporting period
  • achieved service level and comparison to the achieved standards
  • Deviation from the agreed standard etc.

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As of: 27.02.2019