Latest update: September 10, 2025
SLA - Senbee Connect (Self-Hosted)
Purpose
This SLA defines the support and service framework for customers who host and operate their own Senbee Connect environment.
Scope
Applies when the Customer manages the infrastructure (servers, network, operating system, database, backups). Senbee provides software updates, technical support, and guidance.
Responsibilities
| Area | Senbee | Customer |
|---|---|---|
| Application | Provides updates, patches, release notes | Applies updates, validates configuration |
| Infrastructure | N/A | Owns provisioning, monitoring, and backups |
| Security | Advises on secure configuration | Ensures OS, DB, and network security |
| Incident Support | Investigates software defects | Manages infrastructure issues |
Support Levels
| Severity | Example | Response Target |
|---|---|---|
| 1 - Critical | System down due to application defect | 4 h within working hours |
| 2 - Major | Key feature not functioning | 1 business day |
| 3 - Minor | Non-critical bug | 3 business days |
| 4 - Inquiry | How-to questions | 5 business days |
Support hours: Monday-Friday 08:00-16:00 CET. Extended support available under separate agreement.
Maintenance
- Customer performs infrastructure maintenance at own discretion.
- Senbee provides quarterly software releases; security patches may be issued ad hoc.
- Customer must apply updates within 30 days of release to maintain support eligibility.
Incident Handling
Customer reports incidents through the Customer Center or support@senbee.com. Senbee will analyze logs and advise on corrective action. Issues traced to Customer infrastructure are billed as time & materials.
Exclusions
- Failures arising from unsupported configurations or outdated versions.
- Third-party components not supplied by Senbee.
- Non-application issues (network, hardware, OS).
Reporting & Review
- Quarterly ticket summary available on request.
- SLA reviewed annually or upon contract renewal.