Service Level Agreement (SLA)

LAST UPDATED: SEPTEMBER 29, 2023

  These are the terms that will apply to our Service Level Agreement.

1. SERVICE DESCRIPTION.

The Supplier will deliver the Services to the Customer in accordance with Governing Service Agreement (GTA) , including any order forms and any applicable SSTs.

2. WHO CAN USE THE SERVICE?

All End Users at the Customer can use this service.

3. OPERATION, MAINTENANCE, USER SUPPORT, SERVICE LEVEL/SLA.

Standard upgrades and general maintenance of the service are included in the fee, unless otherwise specifically stated.

Scope of Services

Oslo, Norway time:

  • Telephone support: Monday - Friday, 08:00 - 18:00
  • Email support: Monday - Friday, 08:00 - 18:00
  • Technical support: Monday - Friday, 08:00 - 22:00

Classification of errors, response to error correction and uptime

The supplier guarantees the service's uptime in the periods that are outside excepted hours. Excepted time is described in more detail in the subsection, "Excepted time".

Uptime

Uptime is measured over the course of a month and calculated as average uptime. The supplier must manage the service with the resources that can reasonably be expected in relation to ensuring that the customer achieves the agreed uptime.

The supplier guarantees 99.5% uptime within a month.

The average uptime is calculated from this formula:

Uptime % = (100 ∗ (number of minutes per month) – (number of minutes downtime − excepted time)) / (number of minutes per month)

Downtime is defined as the time the service has been unavailable to the Customer. Excepted time defines the time the service has been unavailable to the Customer, but which cannot be considered downtime (see below).

Response time to error correction

Classification events are divided into 3: unavailable, degraded or adjustments. Unavailable applies if the service is completely down and cannot be accessed by the Customer. Degraded applies if the service works unstable, has reduced speed or limited access.

The time when the error correction begins is calculated from the time the error is registered with the Supplier. When correcting errors, the following classifications and work plans are used:

  • Unavailable
    Error causing downtime or serious disruption of service. Troubleshooting begins within 30 minutes and continues until the problem is resolved. First feedback can be expected within 1 hour.
  • Degraded
    Errors that prevent or create significant difficulties for a work task. Troubleshooting begins within 1 hour and continues until the problem is resolved. First feedback can be expected within 1 hour.
  • Adjustments
    Minor errors that do not in any significant way hinder the Customer's use and access to the service. The error correction is done in collaboration with the Supplier's ongoing development work or by the Supplier showing how errors can be circumvented by alternative working methods.

Feedback

All error correction ends with feedback to the Customer after the error has been corrected. If we do not achieve contact at the indicated contact points, the error message is closed and the error is considered corrected. During error handling, the Customer will receive feedback in the event of a change in status and/or when new information is available.

Except time

The following events are considered exempt time, and must be deducted from the basis for downtime when calculating uptime according to the formula above:

  • Periodic and notified maintenance
  • Errors in third-party equipment or infrastructure
  • Faults in equipment or infrastructure at the Customer's premises, or which have not been supplied by the Supplier
  • Environmental conditions in the Customer's premises (see requirements for operating environment below)
  • Error in power supply
  • Errors caused by actions of others than the Supplier
  • Delays due to the Customer's contact person not being available
  • Errors that are due to misuse of the Service or that use of the Service is contrary to Norwegian law
  • Force Majeure

4. CONTACT POINTS AND REPORTING OF ERRORS.

Contact points

All questions regarding the service must be addressed to the Supplier's support department:

Name: RetailX
Usage: All
Times: See section Scope of Services
Phone: +47 21 60 84 20
E-mail: support@retailx.no
Chat: Teams/slack

Reporting errors

Errors in the Service must be reported to the Supplier's customer service, see Contact points. All reported errors are logged and assigned a unique reference number. Before reporting a fault, the Customer must be sure that the fault is not in their own network or equipment.

When reporting errors, the Customer must state the following:

  1. Name
  2. Username
  3. Department/store
  4. Role
  5. Ev. other contact information
  6. Accurate error description with all necessary details

The Supplier has the right to charge the Customer for costs incurred in handling errors outside the Supplier's area of ​​responsibility and control.

Escalation

Customer service is organized into four levels and escalation occurs when a line fails to resolve the matter or the severity requires an escalation to other lines.

  • 1st line
    Customer Service answers all questions related to the Service. They will also accept all inquiries related to reporting errors.
  • 2nd line
    Technical project manager can respond to inquiries of a more technical nature and give better and detailed answers about the Service.
  • 3rd line
    The Technical Manager of the Service can respond to all inquiries that the previous lines cannot answer or make a decision on.
  • 4th line
    The CEO can respond to all inquiries that the previous lines cannot answer or make a decision on.