Valid from 2016-01-01.
 
§ 1. General
 
1.1 Parties These conditions govern the relationship between the customer ("Customer") and Aquro Sweden AB, 559030-4183, ("Aquro") regarding all services in Aquro Platform ("Service").
 
1.2 Introduction This SLA describes the regulation of compensation for disruption and errors in Aquro’s services. Disturbances include severe interference or interruptions that make service unusable. This SLA also describes the service level for Aquro’s support.
 
§ 2 Services
 
2.1 Scope The following services and functions are covered by this SLA. Service Name: Aquro App Manager Aquro App Studio Aquro Secure MBaaS Aquro Preview
 
2.2 Customer's obligations when demanding reduction of the monthly fee Claims must be requested in writing within seven (7) business days after the end of the disturbance. The compensation is given by crediting the amount on the next invoice. Payment is based on the monthly fee for the current month. In case the customer will be charged with more than monthly intervals, the fee paid will be translated into the corresponding
monthly fee. If the customer is entitled to several compensations under this SLA, the compensation that gives the highest amount will be the one that is compensated. The customer therefore has the right to one (1) compensation per month.
 
It is the responsibility of the customer to provide Aquro with acceptable documentation demonstrating the disturbance that the compensation applies to, and to a reasonable extent assist Aquro with troubleshooting. The requirement must be provided to Aquro in writing within seven (7) business days from the end of the disturbance.
 
The documentation shall include the following for each disturbance occasion:  Detailed and comprehensive description of the problem with the most accurate time possible.  Encountered error messages.  Description of how the problem caused damage.
 
2.3 Planned maintenance Planned maintenance that risks reduction of service function or affects the availability of the service, with the exception of the control panel, should wherever possible be carried out between the hours of 23:59 to 6:00. When performing extensive maintenance work, Aquro shall notify the customer before action is taken. Aquro also has the right to suspend the service to remedy or prevent errors without prior warning if Aquro deems it absolutely necessary. Planned maintenance that risks reduction of service function or affects the availability of the service, with the exception of the control panel, shall be announced at least three (3) days in advance, is not counted as service disruption, and is therefore not a ground for compensation.
 
2.4 Compensation levels for non-availability Provided that the Customer fulfills its obligations and Aquro in a calendar month has not delivered availability according to agreement, the customer receives the reduction of the monthly fee according to the conditions below.
 
Availability during one (1) calendar month:  
Reduction of the monthly fee:
Less than 99.9% but greater than 99.0%
10 %
Less than 99.0% but greater than 98.0%
25 %
Less than 98.0% 40 %
 
§ 3 Support
 
3.1 Support level Valid support channels and response times can be found in the article “Support policy” in the knowledgebase.
 
3.2 Support scope The scope of Customer support can be found in the article “Support policy” in the knowledgebase.  
 
3.3 Opening hours Support is open during weekdays, from 9:00 am to 12:00 pm and 1:00pm to 4:00 pm CET. Support is closed on weekends, bank holidays, and holidays.  
 
Any exceptions are to be announced at least three (3) days in advance.