SLA - Senbee Connect (Cloud-Hosted)

Purpose

This SLA defines service levels, maintenance, and incident handling for Senbee-hosted Senbee Connect environments.

Scope

Applies when Senbee provides hosting, infrastructure, monitoring, and operational maintenance of the Customer's Senbee Connect instance (“the Service”).

Service Commitment

• Availability target: 99.9% monthly uptime, excluding approved maintenance windows.
• Response time: Within 2 hours during working hours for Severity 1 incidents.
• Resolution target: Within 8 hours for Severity 1 unless dependencies extend beyond Senbee's control.
• Monitoring: Continuous monitoring by Senbee NOC.

Maintenance

• Scheduled maintenance normally between 00:00-06:00 CET on weekends.
• Minimum 7-day notice for planned work.
• Emergency maintenance without prior notice if required for stability or security.

Incident Management

Customer reports issues via the Senbee Customer Center or support@senbee.com. Incidents are classified (Severity 1–4) based on business impact. Senbee provides updates until resolution or workaround is confirmed.

Exclusions

• Incidents caused by Customer integrations, configurations, or internet connectivity.
• Third-party failures outside Senbee's control.

Reporting & Review

• Monthly service review reports available on request.
• SLA reviewed annually or after significant change.

References:
Service Management and Change Control Policy, § “Service Levels”
Supplier and Customer Relationship Policy, § “Operational Commitments”
ISO/IEC 27001:2022 Annex A 5.20, 8.16, 8.23