SLA - Senbee Reporting

Purpose

This SLA defines the operational commitments, support model, and maintenance expectations for the self-hosted Senbee Reporting product. Senbee Reporting integrates with the Nedap AEOS access control system to generate automated compliance and access summaries.

Scope

This SLA covers availability, support, updates, and data handling of Senbee Reporting installations deployed on Customer-managed infrastructure. The Customer is responsible for maintaining operating systems, network connectivity, and Nedap AEOS system availability.

Availability

• Uptime target: 99.5% availability during business-critical hours (06:00-22:00 CET), excluding planned maintenance.
• Maintenance: Scheduled maintenance is communicated at least 48 hours in advance and performed outside business-critical hours whenever possible.
• Monitoring: Customers are expected to monitor system performance and report anomalies to Senbee Support.

Support

• Priority response: Incidents acknowledged within 4 business hours.
• Critical incidents: Issues preventing report generation or data synchronization resolved within 1 business day.
• Support hours: Monday-Friday, 08:00-17:00 CET (excluding Danish public holidays).
• Channels: Customer Center or support@senbee.com.

Updates

• Release cadence: Quarterly feature and maintenance releases; critical security patches provided as needed.
• Deployment: Remote access must be available for Senbee to perform updates unless otherwise arranged.
• Support eligibility: Customers must remain within one major version of the latest release to retain support coverage.

Data Handling

• All data is processed and stored locally at the Customer's site; Senbee does not host or retain reporting data.
• Data retention periods and purging policies are configurable by the Customer to meet compliance requirements.
• Senbee provides guidance on secure configuration and log management upon request.

Messaging Delivery (Email & SMS)

• Built-in providers: Outbound email is handed off to SMTP2GO, and outbound SMS to GatewayAPI. This SLA covers only the successful generation and hand-off of messages to these providers.
• Exclusions: Downtime, throttling, latency, or deliverability issues within SMTP2GO or GatewayAPI are outside this SLA.
• Customer-supplied providers: Customers may configure their own SMTP or SMS gateways; Senbee offers best-effort setup assistance but assumes no responsibility for those services.
• Monitoring: Provider status codes and delivery errors are surfaced in the application UI and logs to enable customer follow-up directly with the external provider.
• Remedies: Messaging failures caused by third-party mail/SMS platforms are excluded from uptime calculations and service credits.

Dependencies & Limitations

• Senbee Reporting requires a functioning Nedap AEOS environment with valid API credentials and appropriate user permissions.
• The Customer is solely responsible for the configuration, maintenance, security, and performance of the host system on which Senbee Reporting operates (including the operating system, database, network, and hardware).
• Senbee is not liable for downtime, data loss, or performance degradation resulting from misconfiguration, insufficient system resources, unsupported operating environments, or third-party dependencies outside Senbee's control.
• Senbee may provide configuration guidance upon request, but such assistance does not transfer responsibility for the Customer's infrastructure or local environment.

Remedies

If monthly availability (as defined in §Availability) falls below 99.5%, affected Customers may request a pro-rata service credit for the impacted period. Credits apply only to Senbee-managed software defects and exclude issues caused by infrastructure, AEOS, or external providers. Credits are the Customer's sole and exclusive remedy for service shortfalls.

Reporting & Review

• Quarterly incident summary available on request.
• This SLA is reviewed annually or upon significant change.