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Company: Klikk

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Appendix 2: Service level agreement

  1. Service Metric 
    1. The Service Level for each Service as set out in Table 1 below.  Klikk will measure its achievement against each Service Level in accordance with the Service Level Measurements and Activation Requirements in Table 2 below. 
    2. If Klikk does not achieve a Service Level, then Customer as its sole remedy will be entitled to a service rebate as set out in Table 1 (not to exceed 30 days of fees accrued during the term of the Purchase Order). 
    3. To claim a service rebate, the Customer must provide the relevant Customer details and Purchase Order number and details in regard to the claimed failure of Service Levels in writing to Klikk within seventy-two (72) hours. 

Table 1 – Service Levels  

# Service  Target Metrics  Rebate 
1 IaaS Availability: 99,95% Uptime: The service will have no network outages or unavailability of system resources defined as an IaaS Service.   A credit equal to 1/30 of the committed monthly service fee for the service where the failure occurred. 

Table 2 – Service Level Measurements and Activation Requirements 

Service  Service Level Measurements and Activation Requirements 
Availability Service Level is:  
Network availability: 99,95% 
Infrastructure availability: 99,95% 
Hardware availability: 99,95% 
Connectivity availability: 99,95%  

Service Level Measurement 
Network availability: Service level will be measured quarterly. 
Infrastructure availability: Service level will be measured quarterly. 
Hardware availability: Service level will be measured quarterly. 
Connectivity availability: Service level will be measured quarterly. 

Activation Requirements 
Service level measurement starts the first day of the next calendar month, after all, installation of customer-specific hard- and software is finished, checked by Customer, and checked thereafter by Klikk and both parties have independently decided that all hard- and software used by Customer is fine. Such checks must be documented in writing between the parties.   

Availability Metric Measurement is the calendar monthly, excluding scheduled maintenance and excluding times of unavailability without Klikk being responsible for such unavailability, during service time.  

ST: “Service Time” is 60 minutes x 24 hours x number of calendar days per respective month 
SM: “Scheduled Maintenance” as published on my.klikk.com dashboard at least 36 hours ahead. 
EM: “Emergency Maintenance” as published on my.klikk.com dashboard and/or as distributed by email with immediate effect. 
DT = “Downtime” is measured from the time the Customer care ticket is opened, due to information by Customer, regarding downtime to the time the problem is resolved.  

2. Support service metric 

  1. The Support Service Level for each Service as set out in Table 3 below.  Klikk will measure its achievement against each Support KPI defined in Table 3 against the Support level for customers. The different Support service levels are defined in Table 5.  
  2. The target times are calculated based on impact and urgency set by our support personnel. Perceived impact and urgency from customers are considered but not necessarily the final classification. The difference between perceived and actual classification is monitored. The classification metric is defined in Table4.  
  3. The target response time and target resolution time for Standard SLA are after the best effort principle.
  4. If Klikk does not achieve targets, for elevated SLA (ie. any higher SLA than standard), then Customer as its sole remedy will be entitled to a support service rebate as set out in Table 3 (not to exceed 30 days of fees accrued during the term of the Purchase Order). 
  5. To claim a support service rebate, the Customer must provide the relevant Customer details and Purchase Order number and details in regard to the claimed failure of Service Levels in writing to Klikk within seventy-two (72) hours. 
  6. Exceptions & exclusions for rebate claims: 
    1. Support service rebate is only available for customers which have purchased elevated SLA, i.e. higher than Standard SLA.
    2. Support tickets that are related to a planned standard change will use the custom deadline and be closed after the execution of the change if successful. If change is unsuccessful the ticket is viable for inclusion in the rebate claim.
    3. Support tickets which are related to the Service SLA will not be included in the rebate claim, the claim itself will be addressed towards the Service SLA and Service rebate. 

Table 3 – Service Levels  

# Support KPI Target Metrics  Rebate 
1 Target response time Response time within deadline: 95% None 
2 Target resolution time   Resolution time within deadline: 90%  
 
A credit equal to the difference between target and achieved ratio.  

Table 4 – Classification metric 

Impact is high Medium  High  Critical 
Impact is mediumLow Medium High 
Impact is lowPlanned Low Medium 
Urgency is low Urgency is mediumUrgency is high

Impact: Perceived impact of the reported support ticket.
Urgency: Perceived urgency of the reported support ticket.

Table 5 – Support service levels 

Target RESPONSE TIME 
Service level name BusinessHours Response time 
Platinum 24/7/365 0.25hr 
Gold 24/7/365 0.5hr 
Silver 24/7/365 1hr 
Standard 24/7/365 2hr 
Target RESOLUTION TIME 
Service level name BusinessHours Critical High Medium Low Planned 
Platinum 24/7/365 2hr 4hr 8hr 16hr 32hr 
Gold 24/7/365 3hr 6hr 12hr 24hr 48hr 
Silver 24/7/365 4hr 8hr 16hr 32hr 64hr 
Standard 24/7/365 6hr 12hr 24hr 48hr 96hr 

3. Availability 

  1. Network Availability 
    1. Network availability comprises the functioning of all network infrastructure including cabling, switches, and routers. Services or software running on a Customer’s server are not included in the definition of the network.  
    2. Network downtime exists if a Customer’s server is unable to transmit and receive data due to network failure and a ticket is opened for the incident in the Company’s customer care system due to information by the Customer.  
  2. Infrastructure Availability  
    1. Klikk’s critical environmental systems, including power and access to the internet, will be available as defined above, excluding scheduled maintenance and emergency maintenance. 
    2. Critical systems include functioning of all power, heating, ventilation, and air conditioning infrastructure. Power supplies of individual servers are not included. 
    3. Critical systems downtime exists when a Customer’s server is shut down due to power or heat problems and a ticket has been opened for the incident in Company’s customer care system, due to information by the Customer.  
  3. Hardware Availability 
    1. The customer’s leased hardware components shall function properly as defined above.  
    2. Hardware is defined as the processor(s), RAM, hard disk(s), motherboard, NIC card, and other related components included under the server lease.  
    3. Faulty hardware components will be replaced at no cost to Customers. The replacement process will begin when the cause of the problem has been determined. Hardware replacement is warranted to take no more than 2 hours. In the event that it does take Klikk more than 3 hours to replace the faulty hardware, Klikk will credit the affected Customer 1/30 of the committed monthly fee paid by the customer for the faulty hardware per additional 60 minutes of downtime, up to, but not exceeding 100% of one monthly payment, and the credit will be applied toward future payments.
  4. Connectivity    
    1. It may be necessary to establish Connectivity to a Customers hardware. To establish and maintain Connectivity, the Customer shall either use its own or third party-supplied proprietary equipment or facility (collectively, the “Customer Equipment“).
    2. The customer shall be responsible for the Customer Equipment being compatible with the Services, including but not limited to meeting any operational, security, and any other requirements identified by Klikk to enable Connectivity.  
    3. “Connectivity” means the establishment of the method of transport that allows Customers to transfer digital files between its premises and the Company’s platform and allows it to receive Services. 

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You’re in charge of your data. We use cookies for website analytics, to provide a more personalized experience and to ensure more relevant advertising on other sites. We also track anonymous web visits without cookies.

Functional

Functional cookies are neccessary for us to operate and maintain security operations on the platform.

Sales Manago

About: Sales Manago is a European organisation with zero party data policy allowing us to deliver secure, onsite personalisation without personal information until you disclose it to us through a contact form or are an active customer. The data is secured within Europe and you will not receive marketing emails from us without subscribing to a newsletter. Essential emails, concerning transactional and product updates, may also sent from this system.
Cookie Name Agent Purpose Length
smuuid Sales Manago Sets a unique visitor ID 12 months
smclient Sales Manago Used to track interactions of known users 10 years

FreshChat

About: We use FreshChat (hosted on European servers) to provide live chat support to our website visitors and customers. To be able to automatically choose the right chat agent to help you, maintain your chat session across pages and to see what URL you are on (to follow along when helping or sending automated messages after X time has gone on said page), FreshChat uses cookies.
Cookie Name Agent Purpose Length
_fw_crm_v Freshchat Used to track Visitor/User identity and chat sessions performed by the User 1 year

Statistical

Statistical cookies are used to track individual users and how they use our web site. We do this without storing your IP address in our self-hosted system in Norway.

Matomo Analytics

About: We use additional cookies to store anonymous statistical website usage. We don't store these cookies, but we store the following per page visited: URL, country of users ip-address, timestamp visited, duration of visit, campaign/referral the user visited from, form submission events. The data is stored for 5 years.
Cookie Name Agent Purpose Length
zenMode Matomo Analytics Check if user has Zen Mode enabled Session
MATOMO_SESSID Matomo Analytics Prevent CSRF security issues Session
_pk_testcookie Matomo Analytics Check if the visitor has cookies enabled Session
_pk_cvar Matomo Analytics Short lived cookie used to temporary store data for the visit. 30 min
_pk_ref Matomo Analytics To store referrer-id for analytical purposes. 6 months
_pk_id Matomo Analytics Used to store details about the user such as the unique visitor ID. 13 months
_pk_ses Matomo Analytics Short lived cookie used to temporary store data for the visit. 30 min
mtm_consent Matomo Analytics Enable Matomo Analytics Consent Session

Marketing

Marketing cookies are cookies that help us increase the relevance of our customer success, marketing and advertising efforts. If you want our communication to be as relevant and helpful as possible, but don’t want third parties to have access to your personal data, you can block advertising cookies at the browser level.

LinkedIn

About: We use the LinkedIn Insight Tag to record website page visits and conversions (like form activity, URL visits, etc.). In their media buying platform, LinkedIn gives us demographic data (like age, gender and city), device data (like desktop/mobile, device model, etc.) and interest/affinity/industry/profession data in aggregate, to give us an idea of what kind of visitors that are logged in to LinkedIn come to our site. We can not identify you as an individual with this data. If you use LinkedIn, you may see remarketing campaigns on LinkedIn based on website usage recorded by LinkedIn through the LinkedIn Insight Tag. We also use the LinkedIn Insight Tag to get an understanding of what kind of LinkedIn Professionals visit our site. This tag gives us data like job titles. company names and industries. LinkedIn only shares this data about website visitors that are logged in on LinkedIn, and we can’t identity you as an individual using this data. If you don’t want cookies stored on your device, we recommend deleting cookies.
Cookie Name Agent Purpose Length
bcookie LinkedIn Browser-ID cookie that uniquely identifies devices that access LinkedIn to detect abuse on the platform. 2 years
bscookie LinkedIn Used to save the state of 2FA for a logged in user 1 year
UserMatchHistory LinkedIn Synchronizing LinkedIn ad IDs 6 months
lidc LinkedIn To optimize data center selection 1 day

Facebook

About: We use the Facebook Pixel to record website page visits and conversions (like form activity, URL visits, etc.). In their media buying platform, Facebook gives us demographic (like age, gender and city), device (desktop/mobile, model, etc.) and interest/affinity data in aggregate, to give us an idea of what kind of visitors that are logged in to Facebook come to our site. We can not identify you as an individual with this data. If you use Facebook, you may see remarketing campaigns on Facebook based on website usage recorded by Facebook through the Facebook Pixel.
Cookie Name Agent Purpose Length
_fbp Facebook To store and track visitors across websites for remarketing purposes. 3 months
c_user Facebook Cookie related to Facebook Pixel functionality 3 months
datr Facebook To analyse and prevent suspicious activity. 2 years
fr Facebook To improve relevance of ads. 3 months
presence Facebook Cookie related to Facebook Pixel functionality. Session
sb Facebook Cookie related to Facebook Pixel functionality. 2 years
wd Facebook Cookie related to Facebook Pixel functionality. 1 week
xs Facebook Cookie related to Facebook Pixel functionality. 3 months

Google Ads Remarketing

About: Klikk use Google Ads conversion tracking tag. This tag sets new cookies on the domain that will store information about the ad click that brought you to our website. The cookies receive the ad click information from a GCLID (“Google click identifier”) parameter that is included in the conversion tracking tag.
Cookie Name Agent Purpose Length
CONSENT Google Store visitors preferences and personalization of ads. Persistent
NID Google Store visitor preferences and personalization of ads on Google. Based on search and interaction. 6 months
OTZ Google Link website visiitors to other devices, previously logged in with Google. Tailored advertisment based on device. 1 month
SIDCC Google For security and fraud prevention purposes. 3 months
ANID Google List ads on Google Sites based of search. Persistent
SAPISID Google Collection of visitor information for videos hosted by YouTube. Persistent
SSID Google Collection of visitor information for videos hosted by YouTube with Google Maps. Persistent
HSID Google For security and fraud prevention purposes. 2 years
APISID Google Personalization of ads based on recent searches and interactions. 2 years
SID Google For security and fraud prevention purposes. 2 years
__Secure-3PAPISID Google Collect information to build a profile based on interest. Show relevant ads through retargeting. 2 years
__Secure-3PSID Google Collect information to build a profile based on interest. Show relevant ads through retargeting. 2 years
__Secure-APISID Google Collect information to build a profile based on interest. Show relevant ads through retargeting. 8 months
__Secure-HSID Google To secure signed and encrypted data digitally signed with unique Google ID. Store most recent login, identify visitors, prevent fraudulent use. Provide targeting to display relevant and personalized ads. 8 months
__Secure-SSID Google Store information about how the user uses the website. Ads that might have been seen by the user before entering the site. Customize ads on Google domains. 8 months
1P_JAR Google Store recent searches, previous interactions, customization of ads. 1 week
SEARCH_SAMESITE Google Prevent risk of CSRF. 5 months
IDE Google / DoubleClick Report user interaction after clicking ads, measure efficiency, target ads. 1 year
RUL Google / DoubleClick Determine if website advertisment has been displayed properly. 1 year
DSID Google Used to identify a signed-in user on non-Google sites and to remember whether the user has agreed to ad personalization. 2 weeks
DV Google Used to save user preferences, preferred language, number of search results, check SafeSearch settings. 7 minutes