Last modified at: December 06 2024
This Service Level Agreement (“SLA”) applies to all Axaz customers utilizing Axaz Insight Tool. It outlines the service expectations, performance metrics, and support commitments to ensure reliable and high-quality service delivery.
This SLA applies to the Axaz Insight Tool provided to customers under their respective contracts. It includes:
- Core functionalities of Axaz Insight Tool.
- Regular maintenance, updates, and customer support services.
Axaz commits to providing Axaz Insight Tool with a minimum monthly uptime of 98.00%, excluding scheduled maintenance and exceptions outlined in Section 6.
- Measurement Period: Monthly
- Definition of Downtime: Downtime is defined as a period when Axaz Insight Tool is unavailable due to system failures under Axaz’s control.
Axaz provides support during the following hours:
- Standard Support Hours: Business days Monday to Friday, 9:00 AM to 3:00 PM (CET)
- Emergency Support: Available 24/7 for critical issues (Only available in Axaz Managed Service premium plan).
Customers can contact Axaz support via:
- Email: support@axaz.com
- Phone: [Support phone number]
- Chat: [Not active]
- Ticketing System: [Included in Managed Service only]
Axaz will conduct scheduled maintenance to enhance service reliability:
- Customers will be notified at least 7 days in advance of planned maintenance.
- Maintenance will typically occur during low-usage hours (e.g. after 5:00 PM (CET) on work days or Sundays.
In the event of urgent issues, Axaz may perform unscheduled maintenance, with prior notification where feasible.
Axaz will monitor and report on the following performance metrics:
- Uptime percentage: Measured monthly.
This SLA does not apply to interruptions or issues arising from:
- Events outside Axaz’s reasonable control (e.g., natural disasters, government actions).
- Customer actions or inactions (e.g., misuse, non-compliance with guidelines).
- Issues caused by third-party services or integrations not managed by Axaz.
- Scheduled maintenance within agreed-upon windows.
Customers may be eligible for service credits if Axaz fails to meet the agreed service levels:
- Service Credit Amount: 1% of the monthly fee for every 1 hour of downtime beyond the agreed uptime, maximum 10% of the monthly fee.
- Submission Period: Requests for service credits must be submitted within 30 days of the incident.
Axaz reserves the right to update this SLA with prior notice of 30 days, communicated through email or the customer portal.
This SLA is governed by the laws of Norway, without regard to its conflict of law principles.
