Service Level Agreement
Norsk Byggtjeneste AS
Revised 19.12.2022
Introduction
This Service Level Agreement (SLA) regulates the agreed service level provided by Norsk Byggtjeneste AS to the customer.
The purpose of this SLA is to clarify the terms under which Norsk Byggtjeneste provides its services. This SLA describes the expectations and requirements for Byggtjeneste as a service provider.
Included services
The SLA covers all paid services provided by Norsk Byggtjeneste to the customer.
Availability Guarantee
Services provided by Norsk Byggtjeneste are delivered from third-party servers through Microsoft Azure. A 99.5% availability of the services is guaranteed. Availability is measured for each calendar month.
Response Times
The following response times apply in case of service errors:
Severity | Consequence | Response Time |
Critical | Unavailable service that directly blocks the customer's use of the service. Example: Total lack of access to the service. | Guaranteed response time to inquiry: 1 hour |
Serious | Reduced availability of the service that limits the customer's use of the service. Example: Significantly degraded service performance. | Guaranteed response time to inquiry: 2 hours |
Less serious | Individual errors that are not critical to the customer's use of the service, but which, when improved, will have a positive effect on the customer's use. Example: An error that limits the customer's use of the service, but where there are workarounds. | Guaranteed response time to inquiry: Next business day |
Financial Compensation
In case of a breach of the uptime warranty, the customer can claim financial compensation according to the following rates:
Service Availability | Percentage Compensation |
99.5% to 99% | 10% of the service price |
97% to 99% | 20% of the service price |
Less than 97% | 50% of the service price |
Claims for financial compensation must be made during the following calendar month. The claim must be submitted in writing and must specify which service the claim is directed towards.
Notifications
Byggtjeneste has an email list for operational messages. Customers who wish to receive notifications about planned downtimes and unforeseen operational disruptions can subscribe to this email list.
Procedures for System Updates
Product development at Norsk Byggtjeneste AS follows agile principles and methods. Central to these principles is the desire to provide new and updated functionality quickly to users. Therefore, changes to the systems will be made continuously, and all customers will have access to the updates immediately after they are put into production. Customers are informed about major changes and new functionality via email, newsletter, help documentation, and direct follow-up.
For major updates that require downtime, customers are notified via the notification procedures described above.
End-User Support
Our support department is available by email and phone, from 08:30 to 15:30 on all working days.
Phone number: +47 23 11 44 00
Email: support@byggtjeneste.no
All inquiries will be answered within one business day