SERVICE LEVEL AGREEMENT

This Service Level Agreement (“SLA”) contains the supplementary provisions on availability, maintenance, and response times for the Software as a Service Sportality Platform (the “Service”), provided by Sportality AB (“Sportality”). 

The SaaS service consists of different parts, both frontend web sites and an administration tool.

Please read this SLA carefully as it is the version in force at the time you enter into the SaaS Service contract. If you have questions or comments about this agreement, please do not hesitate to contact us at info@sportality.se.

1 - SUBJECT MATTER OF THE SLA

This SLA shall apply to the Service, provided by Sportality. Sportality shall provide the Service to the level contractually agreed.Sportality aims to provide customers with constant access to the Service.

2 - DEFINITIONS

For the purpose of this SLA, the terms in bold below are defined as follows:

  • “Available” or “Availability” means when the customer can access the Service, subject to the exclusions defined under “Downtime” below.

  • “Business Days” means Monday to Friday, excluding official holidays.

  • “Business Hours” means from 08:00 to 17:00 on Business Days.

  • “Downtime” means the total number of minutes, outside Scheduled and Regular Maintenance periods, that the customer cannot access the SaaS Service. The Service is considered Available even though certain features of or integrations related to the Service may be intermittently unavailable and/or degraded. The calculation of Downtime excludes time that the customer is unable to access the SaaS Service due to any of the following:

  1. Scheduled Downtime

  2. Customer’s internet service provider

  3. Force majeure event

  4. Any systemic internet failures

  5. Any failure in the customer’s hardware, software or network connection

  6. Customer’s bandwidth restrictions

  7. Customer’s acts or omissions

  8. Anything outside of the reasonable control of Sportality

  • “Emergency Maintenance” is any maintenance by Sportality of which the customer has less than five Business Days’ advance notice. Sportality may schedule Emergency Maintenance if it is deemed necessary to avoid any immediate threat to the environment or customer instances.

  • “Maintenance Time” means the time period during which the SaaS Service may not be available each month in order for Sportality to perform routine maintenance for the service.

  • “Regular Maintenance” means maintenance performed as Sportality strives to ensure the highest level of availability for all customer instances. To do so, regular maintenance may require Sportality to take systems offline for brief periods of time in order to implement Updates, Releases or changes. Sportality reserves the right to carry out Regular Maintenance when needed.

  • “Response Time” means the time period until Sportality’s confirmation of the reported defect, from receipt of the information required from the customer in the Sportality Help Desk to begin resolution and open a support ticket. After receiving a report of a defect, Sportality shall use an appropriate method to provide the customer with a progress update.

  • “Scheduled Downtime" is downtime for Scheduled Maintenance.

  • “Scheduled Maintenance” shall be understood here to mean maintenance which occurs when Sportality detects an issue in Sportality Platform that requires action to avoid unscheduled maintenance in the future.

  • “Total Monthly Minutes” means the number of days in the month multiplied by 1 440 minutes per day.

3 - CUSTOMER RESPONSIBILITIES AND OBLIGATIONS TO COOPERATE

It is the customer’s responsibility to ensure that it meets the following obligations to cooperate and that it does so at no cost to Sportality:

  • have an internet connection with adequate bandwidth,

  • use an updated, well-known internet browser,

  • report all incidents or issues to the Sportality Help Desk promptly,

  • use anti-virus software with updated definitions,

  • make every effort to be available to Sportality during the resolution of a service-related incident or a request.

4 - SUPPORT LEVELS

4.1 Term of the SLA

This SLA shall apply to the SaaS Service for the duration of the contract for the SaaS Service.

4.2 Service Availability

To ensure that customers have access to the service when they need it, Sportality uses several layers of protection to provide customers with service availability (uptime) of at least 99%. 

Sportality uses a third party service to measure whether the Service is Available. Availability is calculated based on the following formula:

A = (T - M - D) / (T - M) x 100%

A = Availability

T = Total Monthly Minutes

M = Scheduled Downtime

D = Downtime

Scheduled and Regular Maintenance do not constitute un-Availability and are not included in the Availability calculation.

5 - SOFTWARE MAINTENANCE SERVICES

Sportality continually analyses the Service to find potential for improvement, enhanced security, expanded functionality, and greater user-friendliness. Suggestions by the customer will be analysed and incorporated into the functionality of the Software at the discretion of Sportality.

Enhancements of the Service (Releases) shall be made available to the customer from time to time. All functionality added by a Release shall be governed by the terms of this SLA and included in the subscription costs, unless the functionality is an Add On.

In the event of a Software fault, the customer can contact the Sportality Help Desk under defined conditions (see section entitled “6 Sportality Help Desk”).

If a security vulnerability is found which does not constitute a defect, Sportality will make every reasonable effort, within the limits of its operational capability, to fix the vulnerability within a reasonable time period.

6 - SPORTALITY HELP DESK

6.1 Service Scope

The Sportality Help Desk provides technical support and help related to the Service. The Sportality Help Desk can be reached via email or web portal during Business Hours and under the following conditions.

The following aspects are covered by the Sportality Help Desk:

  • System service interruption/outage,

  • System service updates/maintenance,

  • System service behavior that is not in line with what the customer’s users expect,

  • Support regarding functionality,

  • Feature Requests regarding configuration and customization of Sportality products and services.

 

The following aspects are NOT covered by the Sportality Help Desk:

  • Requests from third-party provider(s) of the customer;

  • Networks, devices, servers and workstations managed by the customer;

  • Questions or requests from the customer’s web visitors.

 

6.2 Availability (Service Times)

The Sportality Help Desk is available on Business Days during Business Hours.

6.3 Sportality Help Desk Response Times

The Response Time is calculated based on Business Hours. The maximum Response Times vary depending on the severity of the incident; the priority for resolution is determined by Sportality when evaluating the customer’s request. The standard Response Time for a Help Desk issue is within one Business Day.

7 - CHANGES TO THE SLA

Sportality may change the terms in this SLA at any time. Sportality recommends that the Client reviews the SLA regularly. Sportality will notify the Client of any changes Sportality considers material. Agreement always prevails these terms.