This Service Level Agreement (the "SLA"), forms part of and is governed by the terms and conditions set forth in the Agreement and sets out the service levels which will be provided by Surfboard Payments AB, ("Surfboard") under said agreement.
1. Definitions
As used in this SLA, unless expressly otherwise stated or evident in the context, the following terms shall have the meanings defined below. All other capitalized terms shall have the meaning assigned to them in the Agreement, except where expressly defined herein.
"Actual Service Level" shall mean the measured Service Level of a functionality adjusted by Agreed Limited Availability and Incidents resolved within the Resolution Time.
"Agreed Service Level" refers to the Service Level that the Parties have agreed for a listed functionality set forth in SLA Section 5.1.
"Customer" means the party in the Agreement that entered into agreement with Surfboard.
"Excluded Transactions" means those Transactions, the timing of which is affected by matters outside the control of Surfboard.
"Incident" refers to any defect, problem, deficiency, malfunction, compromise of data integrity or failing, which causes an incorrect or inadequate functioning or non-functioning of the Service.
"Invoicing Period" refers to the calendar month in which applicable Fees are charged.
"Limited Availability" refers to a time during which a functionality other than a critical function does not work or works in a way that is not standard operation.
"Resolution Time" refers to the time in which Surfboard may resolve an Incident without Service Level Credit.
"Response Time" refers to the time between when (i) Surfboard becomes aware of an Incident and (ii) Surfboard confirms receipt of the reported Incident and assigns a Priority for the Incident.
"Service Level" refers to the performance of the Services.
"Service Time" refers to the availability of Surfboard to respond to Incidents.
"Transaction" means any transactions or refunds.
"Workaround" refers to a temporary solution or advice with the help of which an Incident can be handled before a permanent repair of the cause of the Incident is provided.
2. Service level
2.1. Agreed Service Level. The Parties have defined Agreed Service Levels for certain functionalities of the Services in SLA Section 5.
2.2. Maintenance Breaks. The following shall be considered "Agreed Limited Availability":
- a) Scheduled Maintenance: Surfboard may have a maximum of six (6) such maintenance breaks causing Downtime in each calendar year. A single break must not be longer than two (2) hours.
- b) Security Maintenance: Surfboard reserves the right to carry out systematic reviews, patching, and other measures to prevent Incidents.
- c) Maintenance breaks not causing Limited Availability may be performed at any time without notice.
3. Service Desk Support
Service Desk Support includes:
3.1. Tickets Handling - receiving notices via email (support@surfboardpayments.com).
3.2. Incident Management - resolving Incidents and informing the Customer of the status.
3.3. Service Request - responding to non-Incident events.
3.4. Reports - creating quarterly/bi-annual reports.
4. Incident Management
4.1. Incident Notification. Priority 1 Incidents must be reported by calling +46850302041 (available 24/7). Priority 2 and 3 Incidents shall be notified by e-mail (support@surfboardpayments.com).
4.2. Response Time: 30 minutes when Surfboard becomes aware, or 60 minutes when notified by Customer.
4.3. Incident Priority:
- Priority 1: An Incident which prevents the provision of a Service.
- Priority 2: An Incident which causes significant effect but does not prevent service completely.
- Priority 3: An Incident which causes effect but does not have a direct effect on service provision.
4.4. Resolution Time:
- Priority 1: Less than 4 hours (24/7 service)
- Priority 2: Less than 1 day (Monday – Friday 08:30 – 17:30 CET/CEST)
- Priority 3: As agreed between the Parties
5. Agreed Service Levels and Service Credit
5.1. Agreed Service Levels for Certain Functionalities. Surfboard is obligated to pay the respective Service Credit Fees to the Customer if Actual Service Levels do not meet Agreed Service Levels.
5.2. Service Level Credit Payment:
- 99.5% - 99.95% availability: 5% Service Credit
- 97.5% - 99.5% availability: 7.5% Service Credit
- Below 97.5% availability: up to 10% Service Credit
- Above 99.95% for a quarter: service credit can be recovered (up to 5%)
6. Amendments to this SLA
The Agreed Service Level and corresponding Service Credit may be reviewed if:
- The technical environment has significantly changed
- The agreed business model with Partner has changed
- The measurement tools or process have changed
- The monitoring tools are changed and service levels have improved
Service levels are revisited every 12 months. Surfboard may not change this SLA without Partner's prior approval.