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: https://docs.simptel.com/tf-platform/administration/organizations/support
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: https://simptel.statuspage.io/
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: https://simptel.statuspage.io/
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: https://docs.simptel.com/legal/
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