Appendix 2: Service level agreement
- Service Metric
- 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.
- 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).
- 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
|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.
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
- 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.
- 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.
- The target response time and target resolution time for Standard SLA are after the best effort principle.
- 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).
- 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.
- Exceptions & exclusions for rebate claims:
- Support service rebate is only available for customers which have purchased elevated SLA, i.e. higher than Standard SLA.
- 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.
- 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 medium||Low||Medium||High|
|Impact is low||Planned||Low||Medium|
|Urgency is low||Urgency is medium||Urgency 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|
|Target RESOLUTION TIME|
|Service level name||BusinessHours||Critical||High||Medium||Low||Planned|
- Network Availability
- 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.
- 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.
- Infrastructure Availability
- Klikk’s critical environmental systems, including power and access to the internet, will be available as defined above, excluding scheduled maintenance and emergency maintenance.
- Critical systems include functioning of all power, heating, ventilation, and air conditioning infrastructure. Power supplies of individual servers are not included.
- 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.
- Hardware Availability
- The customer’s leased hardware components shall function properly as defined above.
- Hardware is defined as the processor(s), RAM, hard disk(s), motherboard, NIC card, and other related components included under the server lease.
- 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.
- 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“).
- 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.
- “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.