Service Level Agreement (SLA) for Senbee Connect

1. General

1. This Service Level Agreement (hereinafter referred to as SLA) is part of an agreement between the Provider and the Customer. The agreement covers the operation of the Customer's platform, Incuba 365. Along with the Provider's general terms and conditions, it serves as an appendix to the contract between the Provider and the Customer.
2. Maintenance and incident reporting procedures are included in this SLA.
3. It is a general requirement that both the Provider and the Customer commit to professionally collaborating on any issue resolution, in order to minimize the impact on the other party.

2. Definitions

This section defines some of the terms used in this SLA:

1. Response Time: The guaranteed time from when an error is detected by the Provider's monitoring system or reported by the Customer to when error handling begins.
2. Normal Working Hours: Monday - Thursday from 08:00 to 16:00 and Friday from 08:00 to 15:00. These are the hours during which the Provider's staff is available for regular service tasks, etc.
3. Maintenance Window: A pre-announced time period (where possible, always with 7 days' notice) outside of primary operating hours during which the functionality of equipment and systems may be partially or fully interrupted due to maintenance or upgrades.
4. Service Fee: The total fee for subscription services as per the Contract.

3. Maintenance Procedures

This section describes the operational procedures for the Provider's maintenance tasks.

1. The Provider (Senbee) reserves the right to carry out preventive maintenance, updates, and changes to software provided to the Customer, in order to continually meet and improve technical specifications. The Provider plans and executes infrastructure maintenance to minimize disruption and downtime for the Customer.
2. Customer platforms are considered available/operational during scheduled maintenance.
3. Emergency maintenance may occur without prior notice.
4. As a general rule, the Provider attempts to schedule major maintenance windows between 00:00 and 06:00 during the night leading into Saturday or Sunday. However, maintenance windows may also occur outside of this timeframe.
5. Customer-initiated scheduled maintenance (e.g. network changes, battery replacements, upgrades, etc.) that may affect the availability or functionality of the managed platform or related products must be announced by the Customer at least 1 working day in advance.

4. Incident Reporting Procedures

1. The Provider maintains a Network Operations Center (NOC) that monitors systems and filters and addresses incident reports, alerts, and other inquiries.
2. The Provider has also established a Customer Center that can be used for incident reporting, change requests, and support inquiries.
3. Incidents Observed by the Customer
   1. Operational issues identified by the Customer should always be reported in writing—both during and outside of normal working hours—preferably through the Customer Center or by email to our helpdesk at support@senbee.com.