Service Levels

Last updated: 28/11/2023

All services must have an availability of over 98%, measured monthly, excluding holidays and scheduled maintenance. If the client requests maintenance during these hours, the times will be excluded from the availability calculation. Additionally, any time the system is out of operation due to providers or circumstances beyond the company's control will also be excluded from the calculation. The client will be compensated for damages caused by the company as per the following table.

TABLE 1.

Downtime of 1-4 hours

1 day discount on the monthly fee

Downtime of 4-48 hours

2 days discount on the monthly fee

Downtime of 48-120 hours

5 days discount on the monthly fee