DDD Invoices Service & Support Level Agreement
Service Level Agreement
General Overview
- 1.1. This Service Level Agreement (SLA), in conjunction with the Agreement, outlines the parameters for DDD Invoices' provision of products and services to Clients. It sets the standards for accessibility and availability of the mentioned offerings. In the event of conflicts between the Agreement and this SLA, the Agreement will take precedence. Furthermore, any additional provisions or addendums to this SLA, such as those arising from the Client's acquisition of supplementary support or services, will supersede this Service Level Agreement.
- 1.2. DDD Invoices manages and ensures the validity of this document throughout the entire duration of the Client's agreement with DDD Invoices.
Definitions
- 2.1. "Agreement” refers to the agreement for the provision of products or services by DDD Invoices to the Client, to which this SLA serves as a supplementary document.
- 2.2. "Service" encompasses the range of products and services supplied by DDD Invoices to the Client under the Agreement, which may include other specific terms like this SLA, excluding support and related services.
- 2.3. "DDD Invoices" is defined as per the Agreement.
- 2.4. "Client" defines the party in accordance with the specifications outlined in the Agreement.
- 2.5. "Support Enquiry" denotes a Client's request for assistance from DDD Invoices concerning the Service.
- 2.6. "Downtime" delineates the duration during which the Service is inaccessible, commencing from the moment the Client reports the availability issue through designated channels, and continuing until the Service is restored. Scheduled maintenance periods as per section 3.3 or Downtime for which DDD Invoices holds no responsibility, as detailed in section 3.5, are excluded.
- 2.7. "DDD Invoices Partner" represents a third-party entity with which DDD Invoices has established a commercial arrangement to extend additional services to the Client.
Service Availability
- 3.1. The Service is dedicated to sustaining an availability rate of 99.6%, 24 hours a day, 7 days a week, as assessed following the guidelines in section 3.2.
- 3.2. Planned Downtime for server maintenance or Service updates implementation, as well as Downtime not attributed to DDD Invoices as per section 5.1, is excluded from the computation of Service availability. DDD Invoices is required to provide proactive notification to the Client regarding scheduled Downtime through DDD Invoices' website and/or email, offering at least a 3-day notice. The Client bears the responsibility for keeping their email contact information up to date.
- 3.3. Maximum Tolerable Downtime:
| Service availability | Downtime toleration |
|---|
| 99.5% | The maximum tolerated Downtime is 8,5 hours in one quarter.
0,25 years = 91, 25 days = 2190 hours
2190 * 0.4/100 = 8,76 hours, approximately 8,5 hours |
Reporting Service Unavailability
4.1. In case of Service unavailability, the Client is required to promptly inform DDD Invoices either by making a phone call to DDD Invoices as soon as they observe the unavailability or by sending an email if they cannot reach DDD Invoices support via phone immediately. DDD Invoices' support team is accessible to receive and handle Support Enquiries as per the terms outlined in the Client's DDD Invoices Support Agreement.
Downtime for which DDD Invoices bears no responsibility
5.1. DDD Invoices holds no liability for Downtime or any failure to meet the agreed-upon terms in section 3 if such issues arise from any of the following situations or similar occurrences:
- Software malfunctions on the Client's part.
- Circumstances beyond DDD Invoices' control or responsibility for the Service, such as failures in communication or other products or services offered by third parties or DDD Invoices Partners.
- Any other situations for which the Client is accountable as per the Agreement.
- Virus infections or other security breaches, regardless of DDD Invoices' implementation of robust security measures, or any circumstances defined as greater force or corresponding liability limitations in the Agreement.
Service Status and Availability
6.1. DDD Invoices is dedicated to ensuring uninterrupted availability and operational readiness of the service, with a goal of achieving 100% uptime. Any issues identified regarding the services will be expeditiously communicated to the contact information supplied within the administration panel on the platform through email, thereby fulfilling DDD Invoices' notification commitment. The Client is accountable & bears the responsibility, for maintaining the accuracy and currency of their contact information.
Support Agreement
General Overview
- 1.1. This Support Agreement is an essential component of the Agreement (as defined below) and regulates the support services linked with the Services. It sets the standards for Client’s accessibility support and availability of the mentioned offerings. In the event of conflicts between the Agreement and this SLA, the Agreement will take precedence. Furthermore, any additional provisions or addendums to this Support Agreement, such as those arising from the Client's acquisition of supplementary support or services, will supersede this Support Agreement.
- 1.2. DDD Invoices manages and ensures the validity of this document throughout the entire duration of the Client's agreement with DDD Invoices.
Definitions
- 2.1. "Agreement” refers to the agreement for the provision of products or services by DDD Invoices to the Client, to which this Support Agreement serves as a supplementary document.
- 2.2. "DDD Invoices" is defined as per the Agreement.
- 2.3. "Client" defines the party in accordance with the specifications outlined in the Agreement.
- 2.4. "Document" pertains to a record handled within the Service, encompassing items like orders, invoices, or other business-related documents, as specified in the Agreement, inclusive of any supplementary materials.
- 2.5. "Issue" signifies a complication associated with the Service that affects the Client's operational procedures.
- 2.6. "Start of Analysis” initiates upon DDD Invoices' receipt of the support request via email, along with written confirmation in response, at which point work on the Support Enquiry commences.
- 2.7. "Support Enquiry” represents a Client's request for DDD Invoices' assistance concerning the Service.
Levels of DDD Invoices Support Agreement
- 3.1. DDD Invoices offers support in the form of assistance with inquiries or Issues related to the Service for the Client, in accordance with the terms outlined in this Support Agreement, accessible through chatbot, email or phone.
- 3.2. Clients can contact DDD Invoices for inquiries regarding the Service by submitting a Support Enquiry through chatbot or email. Additionally, Clients can get in touch with DDD Invoices via telephone. It's important to note, that this method does not allow for tracking support inquiries.
- 3.3. Enquiry Class 1 Incident (as defined below in section 4.1) that result in Service unavailability must be reported to DDD Invoices via phone immediately, as soon as the Client becomes aware of the unavailability and also in writing through email.
- 3.4. All Clients who acquire DDD Invoices Services have the entitlement to receive support from the DDD Invoices Support team in compliance with the current Basic Level of Support Agreement.
Moreover, beyond the Basic Level of Support Agreement, there's an option to access an enhanced level that delivers a more comprehensive service experience for an additional fee, as outlined in the table below. This enhanced level, comprises the Professional and Premium Support, which offer improved response and resolution times as specified in the table below.
Detailed information regarding the specific fees for these services can be obtained by reaching out to the Client's designated DDD Invoices main contact. - 3.5. DDD Invoices offers 3 levels of Support Agreement:
| Level of Agreement | Availability to receive support | Start of analysis |
|---|
| Basic Support | A.I. Support via website Chatbot 24/7
Human Support between 8:00-16:00 CET Mon-Fri, excluding Holidays | Class 3: Questions — 36 hours
Class 2: Issues — 24 hours
Class 1: Incident — 4 hours, provided that the Support Enquiry was reported by phone & email in accordance with section 3.3. |
| Professional Support | A.I. Support via website Chatbot 24/7
Human Support between 8:00 - 00:00 CET Mon-Fri | Class 3: Questions — 24 hours
Class 2: Issues — 24 hours
Class 1: Incident — 2 hours, provided that the Support Enquiry was reported by phone & email in accordance with section 3.3. |
| Premium Support | Human 24/7 support | Class 3: Questions — Within 24 hours
Class 2: Issues — Within 24 hours
Class 1: Incident — Within 2 hours, provided that the Support Enquiry has been reported via phone & email as outlined in section 3.3. |
- DDD Invoices will provide responses to Support Enquiries, primarily in English. If the personnel proficient in that language are at hand, we will provide responses in a local language.
- 3.6. When contacting DDD Invoices, the Client must furnish specific information to facilitate effective assistance, which includes:
- An account of the Client's issue and its implications for their system and/or Services.
- Any error messages or codes encountered.
- Details of any steps the Client has taken to address the problem.
- Any other relevant information that can aid DDD Invoices in supporting the Client.
- 3.7. Upon receipt of a Support Enquiry (while DDD Invoices is available as per section 3.5), DDD Invoices acknowledges the reception of the Support Enquiry, assesses its severity, and commences the analysis or forwards the Support Enquiry to a technician for evaluation. The Client will be promptly notified by DDD Invoices via email upon the commencement of the analysis.
- 3.8. The Start of Analysis period is calculated starting from the moment DDD Invoices acknowledges the receipt of the Support Enquiry with a written confirmation. Depending on the assigned severity class and Level of Support Agreement, the initiation of efforts to resolve a Support Enquiry (Start of Analysis) will not surpass the time limits in the table above.
Support Enquiries
- 4.1. DDD Invoices categorizes Support Enquiries into the following severity levels:
| Enquiry Class | Description |
|---|
| Class 3: Questions | Support Enquiries that DDD Invoices determines as not pertaining to an Issue. These are inquiries of a general nature where DDD Invoices aids the Client with fundamental queries regarding the features and utilization of the Service. |
| Class 2: Issues | Support Enquiries related to Issues that do not disrupt the system's functionality or the stated Service availability. This category includes instances such as 'bugs' or deficiencies in the delivery of Documents. |
| Class 1: Incident | Support Enquiries regarding Issues that result in the Service becoming unavailable or non-responsive to Client interactions. |
- 4.2. DDD Invoices is dedicated to delivering support to the Client. It does not assume any other maintenance responsibilities for third parties, including the Client's clients or business partners.
Handling of Support Cases
- 5.1. First-Level Support
- The primary responsibility of the initial support level is to validate, classify, and oversee incoming support cases related to DDD Invoices. The goal is to provide Clients with a response and/or resolution in compliance with the SLA. First-level support maintains direct communication with Clients. A.I. Support assist the First–Level Support personnel in resolving the issues. If issues are not resolved satisfactory, the Client can raise the issue to the personnel.
- In instances where an immediate solution is not readily available, first-level support will transfer the case to specialized experts within the second-level support team.
- 5.2. Second-Level Support
- Second-level support consultants are highly knowledgeable DDD Invoices experts with extensive experience.
- When a case is assigned to them, their objective is to thoroughly investigate and resolve the case within the SLA. To achieve this, they may request additional information from the Client. A timely response from the Client to DDD Invoices information requests is crucial for expediting the case resolution.
- If a solution cannot be identified, this support team may escalate the case to specialized experts or collaborate with DDD Invoices R&D, delivery, and production teams as necessary.
- In an effort to prevent the recurrence of incident, they perform root cause analysis and initiate corrective actions as part of the problem management process.
Service Status and Availability
6.1. DDD Invoices is dedicated to ensuring uninterrupted availability and operational readiness of the service, with a goal of achieving 100% uptime. Any issues identified regarding the services will be expeditiously communicated to the contact information supplied within the administration panel on the platform through email, thereby fulfilling DDD Invoices' notification commitment. The Client is accountable & bears the responsibility, for maintaining the accuracy and currency of their contact information.
