Service Level Agreement Core-suite

1. Service Level Agreement

1.1 Operations and technical support: Online support portal, onboarding, email and phone support during Normal Business Hours - 09:00 to 17:00 Central European Time (CET), during each Business Day.

1.2 Optimizers guarantees a minimum uptime warranty of 99.5%.

1.3 The following maintenance windows apply:

  • Acceptance platforms and services: every 3rd Tuesday of the month between 4.00 (CET) and 6.00 (CET)
  • Production platforms and services: every 4th Tuesday of the month between 4.00 (CET) and 6.00 (CET)

1.4 We reserve the right to deviate from the maintenance windows mentioned above in case of:

  • Critical updates
  • Other issues that impact the confidentiality, integrity and availability of our platforms and services.
  • Other planned maintenance

1.5 Status Monitoring: monitoring the platform and services availability.

1.6 Service Desk response time:

  • Normal priority: best effort during Normal Business Hours. Normal priority refers to items 3, 4 and 5 of below prioritization matrix.
  • High priority: < 8 hours during Normal Business Hours. High priority refers to items 1 and 2 of below prioritization matrix.

1.7 Prioritization matrix:

  • Fatal; Any issue that affects all users, preventing business-critical day-to-day activities
  • Critical; Any issue that affects most users, greatly limiting day-to-day business activity.
  • Disruptive; Any issue that affects a single user and/or impacts the performance of a critical business activity.
  • Other; Any issue not related to a critical business activity

1.8 We assume ‘normal’ use of our software and connections within the designed specifications and limits.

1.9 To best help all our customers, we ask you to use the access to our (operational and technical) support services, professional services and resource consumption fairly.

1.10 Please refer to below support procedure:

  • Please visit support.core-suite.com to submit any questions or chat with one of our qualified employees.
  • Please call in case of high priority matters (as indicated above) the following number +31883035730
  • In case of security incidents please send an email to: secops@optimizers.com

Contact

+31 88 303 5700