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services:operational:sla

Service Level Agreement

Operational Support is offered as Service Level Agreement (SLA)

On top of a flexible Base Contract, SLA Support Units can be purchased as a reservation (purse) for future support requests. Although SLA Units can be purchased at any time, as a rule they are reserved at the start of a new budgeting period according to the expected (budgeted) support costs. When the contract is terminated, the value of the remaining Units is reimbursed to the contractor 1).

SLA units can be used in any way the contractor wishes. For example, GNU/Linux Services, like consultancy, training, installation, configuration, etc. can be paid with SLA Unit “currency” as well.

Contract SLA 8×5 (24 hr)
Support Domain Operational Support Matrix 2)
Support Availability 8×5 (Monday-Friday)
Support Channels Email, Phone, On-site 3)
Additional SavaPage Channel Web Help Desk
Initial Response 1 business day
Support Reservation €20 per Unit 4)
Minimum Initial Reservation 32 Units = €640
Support Charge 15 minutes = 1 Unit
Support Charge On-site 5) per 8 hour day = 36 Units = €720
Liability Limited 6) 7)
Terms & Conditions ICT~Office 8) 9)
1)
As the SLA contract is closed and remaining units are reimbursed, when less than 4 units are spent, 2 units will be charged as administration fee.
2)
Please refer to the Operational Support Matrix for information about what is supported and what is not.
3) , 5)
On-site support is NL and BE only
4)
All SLA amounts are excluding 21% VAT. If you are located outside the Netherlands no VAT will be added (for EU countries a European VAT-number is obligatory).
6)
In no event will Datraverse be liable to contractor or to any third party for any special, incidental, punitive or consequential damages (including loss of use, data, business or profits) or for costs of procuring substitute services, arising out of or in connection with this agreement or the services or any work product provided by Datraverse, however caused and regardless of the theory of liability, even if Datraverse has been advised of the possibility of such damages. Datraverse total liability to contractor, from all causes of action and all theories of liability, will be limited to and will not exceed the amounts paid to Datraverse by contractor under the orders giving rise to any liability hereunder.
7)
SavaPage Community Members are responsible for the right exploitation of the software. Members are obliged to make backup copies of data and the software.
8)
Standard Terms and Conditions of Datraverse B.V. are applicable to this agreement as filed by ICT~Office with the Chamber of Commerce for the Central Netherlands under number 30174840. They can be downloaded as PDF in English or Dutch.
9)
As SavaPage Software is concerned, nothing in this Service Level Agreement is intended to replace the ICT~Office Terms and Conditions and the GNU AGPLv3 License that applies to the SavaPage Software. In case of conflicts the AGPL License and ICT~Office Terms and Conditions takes precedence (in that order).
services/operational/sla.txt · Last modified: 2017/07/07 22:51 (external edit)