# 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: