Service Level Agreement (SLA) for Senbee Reporting

This SLA applies to Senbee Reporting — a locally installed reporting tool that integrates deeply with the Nedap AEOS access control system to deliver automated compliance and access summaries.

1. Scope

This SLA covers the availability, support, updates, and data handling of Senbee Reporting installations.

2. Availability

• Uptime Guarantee: 99.5% availability during business-critical hours (06:00-22:00 CET), excluding planned maintenance.
• Maintenance: Scheduled maintenance will be communicated at least 48 hours in advance and performed outside business-critical hours when possible.

3. Support

• Priority Support: Incident response within 4 business hours.
• Critical Incidents: Resolved within 1 business day (e.g., failure to generate reports).
• Support Hours: Monday-Friday, 08:00-17:00 CET (excluding Danish public holidays).

4. Updates

• Software updates are provided quarterly or as needed for critical security patches.
• Remote access must be available for update deployment unless otherwise arranged.

5. Data Handling

• All data is stored and processed locally at each site.
• Data retention is site-specific and configurable to meet compliance needs.

6. Messaging Delivery (Email & SMS)

• Built-in providers: Senbee Reporting hands off outbound email to SMTP2GO and outbound SMS to GatewayAPI. This SLA covers the successful generation and hand-off of each message to those services, but does not cover any downtime, throttling, latency, or deliverability issues originating on their side.
• Customer-supplied providers: Customers may configure alternative SMTP or SMS gateways. Senbee will offer best-effort guidance to connect them, yet the availability and performance of those external services remain entirely outside the scope of this SLA.
• Monitoring & logging: Senbee surfaces provider status codes and delivery errors in its UI/logs so customers can track message issues directly with the relevant provider.
• Exclusions & remedies: Messaging failures attributable to any third-party mail/SMS platform are excluded from the availability calculation in §2 and from the service-credit scheme in §8.

7. Limitations

• This SLA depends on the proper functioning of the Nedap AEOS system and appropriate user permissions.
• Senbee is not liable for failures caused by third-party systems or local infrastructure.

8. Remedies

If availability drops below 99.5%, affected clients may request a pro-rata service credit for the impacted period.