# Service Level Agreement This Service Level Agreement ("SLA") forms an **integral part of the Simptel Terms and Conditions**.\ Where Simptel has agreed on a custom SLA in a signed contract with a Client, the provisions of that contract will prevail over this SLA. *** ### 1. Definitions * **Incident**: Any event that causes unavailability or significant degradation of a Simptel Service, impacting the Client’s ability to use it. * **Business Hours**: Monday to Friday from 08:30 – 17:00 CET/CEST, excluding Dutch national holidays. * **Business Day**: Eight consecutive Business Hours. * **Network Operations Centre (NOC)**: A 24/7/365 staffed team responsible for monitoring Simptel services and responding to incidents. * **Beta / Early Access**: A feature or service still under development, which may not yet be fully operational or stable. *** ### 2. Service Availability Simptel commits to use all commercially reasonable efforts to provide a highly available, secure, and resilient platform. **Exclusions from availability calculations:** * Issues caused by third parties (e.g. internet providers, external carriers) * Misconfigurations or actions by the Client * Force majeure events * Scheduled or emergency maintenance * Beta or Early Access features **Custom SLA agreements:**\ If a signed contract specifies different service levels, those provisions will take precedence over this standard SLA. *** ### 3. Measurement Service availability is measured quarterly using Simptel’s monitoring systems. **Availability is calculated as:** ``` (total minutes in a quarter - excluded duration - downtime) ÷ (total minutes in a quarter - excluded duration) × 100% ``` *** ### 4. Support Access Clients have access to the **Simptel Support Portal** for documentation, guides, and service updates: **Support rules:** * Business Hours chat support is available via the Simptel platform. * Only authorized users on a Client account may contact support. * Simptel support does not provide custom development or debugging of Client code. *** ### 5. Response Times Simptel aims to respond to support requests within **one Business Day**. * Clients may assign priorities when submitting tickets. * Simptel may reclassify the priority if the assigned level is not consistent with the actual impact. *** ### 6. Incident Management Incidents are prioritized according to impact and urgency: * **P1 – Critical**: Widespread service outage, business-critical impact * **P2 – High**: Major functionality impaired, limited workaround available * **P3 – Medium**: Partial degradation or reduced performance * **P4 – Low**: Minor impact, workaround available * **P5 – Informational**: Cosmetic issues or non-service-affecting reports Clients can monitor ongoing incidents via the **Status Page**: Notifications are available via email subscription. *** ### 7. Maintenance Simptel strives to minimize impact of planned maintenance. * **Scheduled maintenance**: Notice provided at least **two weeks in advance** * **Emergency maintenance**: Notice provided at least **24 hours in advance**, or as soon as reasonably possible in urgent situations * All maintenance windows are announced on the **Status Page**: *** ### 8. Security and Resilience Simptel maintains a security and compliance framework aligned with industry standards, including: * Multi-layer security controls for authentication, communications, and data protection * Redundancy and failover for critical systems * Regular security testing and vulnerability management * 24/7 monitoring by the NOC *** ### 9. Updates This SLA may be updated by Simptel from time to time.\ The latest version is always available at: --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.simptel.com/legal/service-level-agreement.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.