Service Level Agreement
Unless stated otherwise in your contract SQRD applies the following Service Level Agreement.
Service hours
Monday to Friday 09:00 to 17:00 except Canton de Vaud holidays.
Maintenance is performed out of the service hours slot.
Customer support
Service desk must be contacted by email at [email protected]
Service desk is available during Service hours.
Outside of the service hours hours Best effort applies.
Incident first answer must be within service hours 4 hours.
Status update on incident must occur every 24 service hours.
Service availability
Service Availability is targeted at 98%.
This is 0.8 hour per 40 hours week on the service hours.
Availability is measured by SQRD performing a server check and a HTTP check (or equivalent).
Contact points and escalation
The contacts points and persons allowed to contact SQRD are listed in your contract.
If you contract is a support contract, all the persons with a email address from your domain name are allowed to contact SQRD.
Service performance
Stated in your contact
Change Management
The Client and SQRD must follow the Client Change Control Procedure.
The Client will notify SQRD on any changes of the Change Control Procedure.
Security
All data within the application are considered confidential and best practice related to data security should be applied.