STANDARD SLA for Netex Customers


STANDARD SLA

Access to the online support portal                                      Included

Email available for incident logging                                      Included

Authorized contacts                                                                   2

Minor updates and product patches                                     Included

Guaranteed availability for SaaS mode                                 99%

User Concurrence 10 % of active users

Incident recording hours                                     Monday-Friday (8AM-8PM CET/CEST)

National public holidays (Spain)                                          Not included

Languages                                                                     Spanish and English

Critical incidents Record (*): 2 hours

Resolution: During office hours

High priority

This level of severity includes all those incidents that completely prevent the use of the service contracted for all users of the same.

Any incident of this type will be recorded and attended within a maximum of two hours (within the indicated working hours), working from then on in office hours until the problem is solved and the functionality or functionalities out of service are restored. If the support request is sent outside office hours, the two hours mentioned above will be counted from the first business day after notification.

Average incidents Record (*): 4 hours

Resolution: During office hours

Medium priority

This level of severity includes all those incidents that prevent the use of one or more important functionalities of the service, but which do not affect all users or prevent the use of most of the contracted functionalities.

Any incident of this type will be recorded and attended within a maximum of four hours (within the indicated working hours), working from then on in office hours until the problem is solved and the functionality or functionalities out of service are restored. If the support request is sent out of office hours, the hours mentioned will be counted from the first business day after notification.

Low incidents Record (*): 24 hours

Resolution: During office hours        

Low priority        

This level of severity includes all those incidents that are not related to the malfunctioning of the service as a whole and that affect only a small number of users.

Any incident of this type will be recorded and attended within a maximum of 24 hours (within the indicated working hours), working from then on during office hours until the problem is solved. If the support request is sent outside of office hours, the above hours start to run from the first business day after notification.

(*) Record: Interval of time between the communication of the incident to NETEX by the client and the registration and 1st answer.

General information about the service

  1. The time of resolution for incidents will depend on the nature and cause of the solution. A resolution may consist of a patch or a workaround under support service supervision and contacts authorized by Netex.
  2. The customer agrees to cooperate and work closely with the Netex Support Service (SSN) to reproduce the errors, including performing diagnostic or troubleshooting activities. In addition, subject to Customer approval on a case-by-case basis, Users may be required to provide remote access to their desktop system for troubleshooting purposes.
  3. Incidents created by the interaction of software from another manufacturer or by the configuration of local applications on the desktop or laptop computer are outside the scope of the SSN. It undertakes to do its best to locate the source of the problem, but we will not be able to give advice on configuration and adaptation of third-party tools outside our platform, except for the periods of pre-deployment integration and supported (product-informed) browsers agreed with Netex.

Frequently Asked Questions about the service

What defines an'occurrence'?

An incident is defined as a single technical support problem and the reasonable effort required to resolve it. A single support problem is a problem that cannot be divided into subordinate problems. If a problem consists of subordinate problems, each one is considered as a separate issue. An incident may require several contacts and an offline investigation to reach a final resolution. The doubts and queries regarding the use of the products are not subject to the definition of incidence and will therefore not be covered by this SLA.

Will I be guaranteed a solution?

Although our technical support professionals will do everything in their power to solve the problem, SSN cannot guarantee that all problems will be solved due to the diversity of our customers' IT configurations. Clients can request to close a case before it is resolved.

What is considered an acceptable solution to the problem?

The technical support professional will agree the problem definition with the user when the user raises the technical support incident. The incident will be closed when the technical support professional has offered the user one or more solutions. If the technical support professional cannot find a solution, the user will be notified and the case will be closed as unresolved.

Is there anything the SSN doesn't cover?

Customer Proposals for Product Features

On-site support

Root cause analysis

Products outside the technical support lifecycle

Custom code writing or review

Exclusion of liability

Errors in the connections, fortuitous case and force majeure

Netex Knowledge Factory will not be responsible for the unavailability of the hosting service, errors, delays in access, or any anomaly due to connection problems of the contracting party, causes of unforeseen circumstances, force majeure or any other contingency totally unpredictable and therefore unrelated to the good faith of the company and not attributable to it.

Damage

In no event shall Netex Knowledge Factory be liable for any errors or damages resulting from the inefficient and bad faith use of the service by the contracting party. Nor shall it be liable for any consequences arising from the failure to communicate with the contracting party when this is attributable to the non-functioning of the electronic mail provided or to the falsity of the data provided by the contracting party.

Interruption of service

Netex Knowledge Factory reserves the right to temporarily interrupt the provision of the service for imperative needs of improvement, repair or replacement of the technical means used for the provision of the service. Whenever possible, an attempt will be made to make prior arrangements with the client regarding the time of performance of these tasks. Netex Knowledge Factory also reserves the right to interrupt the service when the contracting party is in breach of any of the clauses contained in these Conditions and, in particular, when the contracting party is committing any type of illegal activity, does not pay for the service or the additional costs, or when the contracting party is using the service in breach of the provisions of these Conditions. The interruptions of service that refer to any of the causes of this clause will in no case give rise to compensation or claims against the contracting party.

Netex Knowledge Factory assumes responsibility for the efficient provision of the service in accordance with the provisions of these Conditions and in accordance with the specific request made by the contracting party. The contracting party expressly waives any contractual or non-contractual liability for possible damages arising from its own breach of these General Conditions or from any wilful or negligent act on the part of the contracting party. In any case, the responsibility of Netex Knowledge Factory in case of carrying out an inefficient service provision will always be objective according to the terms of these General Conditions.