Service Level Agreement (SLA)

General

This is a Service Level Agreement (SLA) between OSnode and all of our customers valid from 01.01.2024 that identifies the expected level of services provided by us.

The goal of this document is to show how expectations are connected to the different level of agreement and the measures that will be started on degradation of services.

Scope

This agreement defines 3 levels that apply to services provided by OSnode. It is assumed that the customer has hosting services with OSnode for these levels to apply.


SLA level 1 is considered the default level that we offer free of charge to all our customers if another level is not specified. SLA level 2 is for customers with need for discounted support, shorter response time and higher uptime guarantee. Level 3 is for customers with need of more support, priority response and our highest uptime guarantee. These 3 levels are defined and priced independently. It is the responsibility of the customer to get the correct level for their needs.


Development beyond the coverage of the agreed SLA level will be invoiced separately after a price has been agreed upon between the customer and OSnode based on the requirements provided by the customer. Corrections based on error from the customers are not covered by this SLA on any level.

Contact

The customer must contact OSnode through our support to get help for all service interruption. Other contact methods are not covered by the SLA agreement.

Support can be contacted through our web site https://osnode.com or by email at support@osnode.com.

Support

A support request is defined as a description of a problem with text, pictures and/or video of the customers issue. Questions about pricing estimates for new development or other work not covered by the SLA is not considered as support and will be answered independently of the SLA level. If any work from OSnode's side will result in extra costs, the customer will be contacted and the price will be agreed upon before any job is performed. Prices are in euro(€) without VAT.



SLA level 1 SLA level 2 SLA level 3
Price Free 350 / year 700 / year
Response time Latest 2 days after reception Latest 1 day after reception
Latest 18 hours after reception
Included
(hours per year)
0 hours 5 hours 14 hours
Hourly price
(for hours past included ones)
125 / hour 75 / hour 64 / hour

Error reporting and correction

By response time in connection to error reporting, we mean the time it will take before we answer that correction is underway. Reception of the inquiry will be confirmed shortly after reception.


Deviation classes and time for started corrections and response:



SLA levelLevel 1Level 2Level 3
Deviation classConsequence for the deviationStarted correction within:Started correction within:Started correction within:
CriticalService og product not working that hinders customer's business

Example: server down
8 hours3 hours2 hours
SeriousReduced availability of service or product that limits customer's business

Example: Server speed issues
12 hours6 hours4 hours
Less seriousError which are not critical for customer's business but would get a positive effect if corrected

Example: Error in a function with limits change of color to some text

5 days3 days2 day


Deviation classes and response times described in the table above are not applicable in case of Force Majeure. All time limits only apply when reporting is done according to this SLA.

Uptime guarantee and reimbursement

Uptime is measured from the first to the last day and are reset each month. All our hosting packages are available all day, every day of the year unless something else is specified.



SLA level 1 SLA level 2 SLA level 3
Uptime guarantee 99%
99,5% 99,9%
Reimbursement
99,5% - 99,9%
N/A N/A 25% of the monthly fee for the cost of hosting
Reimbursement
99% - 99,5%
N/A 25% of the monthly fee for the cost of hosting
25% of the monthly fee for the cost of hosting
Reimbursement
Less than 99%
25% of the monthly fee for the cost of hosting
50% of the monthly fee for the cost of hosting
50% of the monthly fee for the cost of hosting

Uptime calculation

Based on a 30 days month without Force Majeure and 2 hours downtime:

Uptime (%) = 100 * (43200 - 120) / 43200 = 99,72%

Communication

The customer will be informed 3 hours after an error is corrected at the latest and will be informed during the correction as far it is meaningful and possible to do so.

Changes to the SLA

Changes to this SLA will always be published online on our web site.

Disagreement

If a disagreement arises between the customer and OSnode around the interpretation of this SLA, the parts will first try to agree to an understanding through direct negotiations. If any legal process should ensue, those will happen in Oslo (Norway).

Service window

In rare cases, OSnode will need to perform some updates that can result in service disruptions. In these cases, OSnode will inform the customer at least 3 days beforehand. An eventual disruption covered under a service window will not count towards the uptime guarantee. The customer and OSnode can also agree in writing on a move of a service window schedule.

Customer responsibility

Amongst other thing, the customer's responsibilities are:

  • The use of the services provided by OSnode is done in a safe and secure manner like handling of user information.
  • Programs installed will not result in security risks or drift problems.
  • To inform OSnode in advance of work that may result in drift issues
  • To help OSnode resolve issues and troubleshooting.

Costs in case of operational problems caused by the customer

The customer will be invoiced for extra costs connected to drift issue caused by actions taken by the customer based on SLA hour prices.