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.
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. Resolution Time commences when Surfboard has performed preliminary analyses on the Incident and assigned a Priority, or after the time limit set for the applicable Response Time, whichever comes first. The Resolution Time shall terminate when Surfboard (a) notifies the Customer that the root cause for the Incident has been found and resolved, and the Service has been restored; (b) a Workaround accepted by the Customer has been implemented; or (c) Surfboard has concluded in its sole discretion that the Incident is outside of Surfboard’s responsibility.
“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 Levels are based on Surfboard’s proprietary monitoring of Services. Information gathered from other sources may also be used by Surfboard for calculating Service Levels.
“Service Time” refers to the availability of Surfboard to respond to Incidents.
“Transaction” means any transactions or refunds.
'Transaction Processing Time” means the sum of the time taken for the Services to complete a Transaction.
"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
- a) Scheduled Maintenance: Surfboard is subject to required hardware platforms, system software and communication connections updates. 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, or ten (10) hours in aggregate for one calendar year. Surfboard shall inform the Customer about such maintenance breaks at least two (2) weeks in advance. Scheduled Maintenance breaks shall be scheduled for such times when services are expected, based on historic usage or other reasonable factors, to have minimal effect on the Cardholders.
- b) Security Maintenance: Surfboard reserves the right to carry out systematic reviews, clarifications, repairs, patching, new functionality implementations and other measures the purpose of which is to prevent Incidents in advance and improve the Services. Surfboard shall inform Custom on a shorter notice period than Scheduled Maintenance but undertakes to inform the Customer as soon as is reasonably possible, unless such notice is not relevant to provide.
- c) Maintenance breaks not causing Limited Availability may be performed at any time without notice. Limited Availability caused by a third party shall also be deemed Agreed Limited Availability.
Service Desk Support
Service Desk Support includes:
3.1. Tickets Handling, which means receiving notices via email (email@example.com) from the Customer or from other parties (such as subcontractors or Third Party Vendors). This will create a ticket, which will be classified as either an Incident or a Service Request.
3.2. Incident Management, which means resolving Incidents, informing the Customer of the status and resolution of Incidents, and managing Incident resolution, as further described in SLA Section 4.
3.3. Service Request, which means responding to non-Incident events, such as permission changes, document requests, technical specification explanations and other general support regarding the delivery of Services. Service Requests are handled by Surfboard depending on resource availability and as agreed by the Parties.
3.4. Reports, which means creating quarterly/bi-annual reports, which will include at least the following:
4. Incident Management
4.1. Incident Notification. The Customer shall notify Surfboard of Incidents detected by the Customer either by e-mail to or by calling Surfboard’s service desk. If Customer suspects a Priority 1 Incident, Customer must notify Surfboard by calling the service desk number (+46850302041; available 24/7). Priority 2 and 3 Incidents shall be notified by e-mail (firstname.lastname@example.org). The Customer shall provide to Surfboard all necessary information to initiate and resolve the Incident. For the avoidance of doubt, Response Time shall not commence until Surfboard has determined that it has the necessary information relating to an Incident.
4.2. Response Time. Response Time during the applicable hours of Service Time for each Priority shall be;
Surfboard shall inform the Customer of the initial analysis and Priority within the Response Time by e-mail. Surfboard cannot downgrade an Incident after its initial assignment without approval from the Customer, unless additional information arises that improves Surfboard’s preliminary analysis.
4.3. Incident Priority. Incidents are classified into three (3) Priority grades based on their severity:
Priority 1 An Incident which effects a critical functionality, thus preventing the provision of a Service. For example, the complete inoperability of the Service shall always be deemed a Priority 1 Incident. Report of a Priority 1 Incident will be delivered two (2) weeks after the Incident resolution.
Priority 2 An Incident which causes a significant effect on or disturbs a critical or important functionality of a Service. A priority 2 Incident has a direct effect on the provision of the Service, but it does not prevent it completely.
Priority 3 An Incident which causes an effect on the functionality of a Service or hinders its use to a certain extent. The Incident does not have a direct effect on the provision of the Service. For the avoidance of doubt, Incidents relating to critical or important functionalities may also be deemed Priority 3 depending on extent of effect to Services. 4.4.
4.4. Resolution Time. Surfboard shall restore functionality according to the following Resolution Times:Priority Resolution Time Service Time 1 Less than 4 hours Remediation actions shall be performed continuously until the Incident is resolved. 24/7 2 Less than 1 day Remediation actions shall be performed during Service time hours. Monday – Friday 08:30 – 17:30 * 3 As agreed between the Parties Monday – Friday 08:30 – 17:30 *
CET/CEST, excluding Swedish holidays. Resolution Time is calculated during applicable hours of Service Time.
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 pursuant to the below.
5.2. Service Level Credit Payment. Surfboard shall credit a Service Level Credit in the immediately subsequent Invoice Period after its resolution. Any amount of Service Level Credit exceeding ten percent (10%) of the Fees in any one Invoicing Period shall be carried over to the following Invoice Period.
5.2.1. If the Service availability falls between 99.5 and 99.95%, a Service Credit of 5% from overall invoice for the corresponding month shall be provided to the Customer.
5.2.2. If the Service availability falls between 97.5% and 99.5%, a service credit of 7.5% from the overall invoice of the corresponding month shall be provided to the Customer.
5.2.3. If the Service availability falls below 97.5%, a service credit not exceeding 10% from the overall invoicing of the corresponding month shall be provided to the Customer.
5.2.4. If the service availability has been consistently above 99.95% for a quarter, the service credit can be recovered from Customer. However, service credit recovery shall be limited to 5% of the invoice amount for the quarter.
6. Amendments to this SLA
The Agreed Service Level and corresponding Service Credit as set out under section 5 shall be subject to Surfboard’s review provided that one or more of the conditions below are met:
1. The technical environment has significantly changed,
2. The agreed business model with Partner has changed,
3. The tools for metrics measurement, or the measurement process as pertaining to the Agreed Service Level have changed,
4. The monitoring tools are changed, and the service levels have substantially improved,
By default, the service levels are to be revisited every 12 months related to the performance metrics. Surfboard may not change or amend this SLA under this clause 6 without the Partner’s prior approval.