Service Level Agreement (SLA)
(Appendix to the individual contract/part of the terms and conditions)
§ 1 Subject of the SLA
(1) This Service Level Agreement regulates the prioritization, response times and remediation goal in the event of malfunctions of the SaaS software and any modules provided by etiscan.
(2) It specifies the software maintenance and support services agreed in the general terms and conditions. In the event of an objection, the provisions of this SLA take precedence over the general terms and conditions.
§ 2 Support hours
(1) Etiscan provides support services in accordance with the provisions of the general terms and conditions during etiscan's core business hours (Monday — Friday, excluding public holidays at etiscan's location) from 09:00 to 17:00.
(2) Malfunctions are also processed during these core business hours.
(3) Outside these hours, there is no entitlement to maintenance and support services.
§ 3 Prioritization and Response Times
(1) Receipt of a proper fault report in accordance with the provisions of the General Terms and Conditions during etiscan's core business hours is decisive for the start of the response time. If the fault report is received outside core business hours, the response time starts at the start of the next core business hours.
(2) Remedial targets represent non-binding targets and do not establish any performance period or obligation to perform. Etiscan does not owe a specific repair time, but strives to eliminate the malfunction as quickly as possible in accordance with technical and organizational options.
3. Dysfunctions shall be ranked on the basis of the following priorities:
Priority:
urgently
Operations are interrupted
Response time:
4 hours
Remediation target
24 - 48 hours
Traits
- the software is unable to work in whole or in significant parts, or
- continued use may result in loss or damage of data, or
- the fault affects an important functional area of the software that is urgently needed to work, and
- There is no workaround to avoid the malfunction.
Priority:
tall
Operational process is affected
Response time:
8 hours
Remediation target
3 - 5 working days
Traits
- Use of the software is significantly restricted by the malfunction (e.g. failure of individual (non-central) functions, functional restrictions) and
- There is no workaround to avoid the malfunction.
Priority:
menial
Operational process is not affected
Response time:
3 - 5 working days
Remediation target
Next update
Traits
- The malfunction does not or only slightly restrict the use of the software.
- Malfunctions can be avoided
- No impact on operational processes
