Introduction
Precisely’s Contract Automation Platform, available at app.precisely.se (the “Service” or “Services”)
1. Purpose of the Document
This document aims to ensure the quality of and regulate the terms for the service level and support services that the Supplier undertakes to provide to the Customer when using the Services. The document also aims to regulate the Supplier’s and the Customer’s respective obligations regarding the providing of support to Users of the Service.
As of the Effective Date (or as otherwise specified in this Exhibit and the Attachments to this Exhibit), Supplier will perform the Services according to the Service Levels described in this Exhibit.
2. Scope and Service Level
2.1 Availability
Availability refers to the percentage of time, calculated on a monthly basis, during which the service is up and running, excluding unscheduled downtime or interruptions. Planned maintenance windows or permitted interruptions, shall not be counted towards downtime for the purpose of calculating availability.
Planned maintenance windows shall be performed by the Supplier with the least possible inconvenience for the Customer. Scheduled maintenance window shall be on weekdays from 00:00 am to 04:00 am and on Saturdays and Sundays between 18:00 and 23:59 CET/CEST.
Permitted interruptions is an interruption in the provision of the Service due to:
- planned maintenance outside planned maintenance windows which the Customer has been notified about prior to the maintenance; or
- another interruption due to the Customer's request or consent.
The number of interruptions pursuant to a) shall not be more than two per calendar month.
The Service is also considered available in case of:
- actions within the Customer's control and/or environment or other failures or shortcomings not within the Supplier's control;
- a force majeure event;
- failure by the Customer to take any remedial action in relation to the Service as recommended by the Supplier, or otherwise preventing the Supplier from doing so;
- the Customer's negligence or wilful misconduct, which may include failure to follow agreed-upon procedures;
- planned maintenance, emergency maintenance, updates and upgrades; or,
- the service being suspended or terminated.
2.2. Measuring method
The following formula is used to determine the availability of the Service:
The measurement period is one month.
Precisely has the responsibility for bearing the cost of and implementing monitor and logging infrastructure to measure the Platform Service Ability.
2.3. Availability targets and sanction mechanisms
Target range: Access to and availability of the Service should be within the target range
Service Credit range: If the availability of the Service is within the Service Credit range, Supplier will initiate the escalation process. In addition, the following Service Credit regulation as set out in Table 1 applies:
The customer shall report the claim of Downtime to Precisely’s support (either through the chat or support email (support@precisely.se). The claim shall include a relevant incident description and contact information to the Customer as well as the time and date for when the Platform is claimed unavailable.
To be eligible for a reduction in the Monthly fee, the claim shall be reported by the Customer within fifteen (15) days from the point in time when the Platform is claimed to be unavailable.
The maximum Monthly Fee reduction for failure to meet the Agreed Service Availability is 30%.
3. Upgrades, updates and downtime
3.1. The Supplier may upon reasonable notice, and at no extra cost to the Customer, upgrade and/or update the Service, including deployment of bug fixes, provided that it does not substantially change the nature of the Service. Such upgrades and/or updates may not conflict with therequirements laid down in the Agreement.
3.2. Upgrades and/or updates are under normal circumstances made outside of regular office hours (i.e. ordinary business days Monday through Friday, 8-17, Swedish time) and without interfering use of the Service.
3.3. Upon special circumstances, a decrease in the Normal Level may occur during a limited period of time. For example, in connection to major upgrades, when the Supplier might need to ensure a restart of servers, to as soon as possible make the application available for the Customer and Users. The Customer will, in such instances, be notified in writing.
3.4. Normally, other downtime occurs only for the implementation of planned administrative actions, outside of regular office hours.
4. Backup
4.1. Backups are made every twenty-four (24) hours and are saved for at least thirty (30) days.
5. Incident priority & definitions
Once received, each service incident will be prioritized by the Supplier (“Precisely”) according to the classification and definitions below.
Service requests and tasks ordered from Precisely by the Customer are handled on a case-by-case level and given a timeline for resolution according to Precisely’s current workload. By default, all service requests performed by Precisely will be invoiced from the Customer according to Precisely’s current pricing, unless otherwise stipulated in an agreement between Precisely and the Customer.
Service requests refer to inquiries which fall outside the scope of onboarding and require assistance from the Precisely team in the form of usage or configuration of the Platform. Forexample, additional template conversions, certain custom development, custom integrations, data export or migration of legacy documents.
6. Operating hours
6.1. The Suppliers support is operated during the following hours:
- Manned chat support: 9:00 to 17:00 CET/CEST, ordinary business days in Sweden, Monday – Friday, all year.
- Monitored email support: 9:00 to 17:00 CET/CEST, ordinary business days in Sweden, Monday – Friday, all year.
- Emails received outside of office hours will be collected, however, no action can be guaranteed until the next working day.
7. Response time & target resolution time
Our Customer Support’s response time shall – within the operating hours defined above – in ninety (90) percent of the cases be shorter than:
The target resolution times for service incidents are defined according to the priority of the service incident:
During the summer vacation period, specifically from July 1st to August 1st, the target response time and resolution time for any support requests will be extended to twice the standard times applicable during the rest of the year. This extension is implemented to accommodate reduced staffing levels and ensure quality support is maintained during peak vacation times.
Occasionally, service incidents might have to be escalated to our engineering team. In such cases, it may take more time to resolve the issue. If that is the case for your inquiry, we will inform you of this.
8. Support details
The Supplier's support shall be provided in English or Swedish. Other languages may be agreed between the parties from time to time. The support may be requested by email to support@precisely.se or by chat at www.precisely.se or app.precisely.se.
