Diplomasafe Service Level Agreement (SLA) Version 1.3

This Service Level Agreement (the “SLA”) is a part of the Agreement between Diplomasafe and the Customer. In case of any discrepancy between the Order and this SLA, the Order shall take precedence. This SLA covers the following services: 

• admin.diplomasafe.com
• app.diplomasafe.com
• api.diplomasafe.com
• admin.diplomasafe.io
• app.diplomasafe.io 
• api.diplomasafe.io

Support
Friendly, efficient, and educated support is a part of Diplomasafe’s culture. We do what we can to give our customers an answer within minutes after their request.

The basic Diplomasafe Support Level is “Standard”and is included for all customers to assure a great user experience. Diplomasafe offers for purchase the additional Support Level Option of “Premium” for an additional fee set forth in the Order.

If Diplomasafe foresees a delay in the delivery of services according to the Legal Basis and the order confirmation, Diplomasafe shall inform the Customer and at the same time inform the reason for the delay and the expected delivery time.

The Customer can not make any claim for compensation, including – but not limited to – loss due to delay.

Definitions
“After Hours Support Request” means a Support Request requiring Diplomasafe to provide support outside Business Hours.

“Business Days” means any day other than weekend and public holiday in Diplomasafe country of residence.

“Business Hours” means 9 a.m. – 5:00 p.m. CET on Business Days.

“Downtime” is the total accumulated minutes during which the Services are unavailable or inaccessible. Downtime does not include unavailability of the Services due to factors outside Diplomasafe’s reasonable control, including, without limitation, force majeure events and network, Internet, or other access or availability problems beyond the demarcation point of Diplomasafe.

“Maximum Available Minutes” is the total accumulated minutes from 0:00 a.m. – 12:00 p.m., CET, Monday – Sunday.

“Premium Support” means Customer has a direct phone number to Diplomasafe’s support team, and you will as customer get a response with first priority. 

“Response Time Commitment” means four (4) hours or less during Business Hours for the first reply time (the time between the Customer submits a request to Diplomasafe support and the first reply by Diplomasafe support to the Customer).

“Response Time Service Credit” means 1.5% of the applicable Annual Fee credited to Customer following Diplomasafe’s claim approval.

“Standard Support” means support via email within Business Hours and self-service support using Diplomasafe’s online Help Center that is accessible to everyone.

“Support Request” means a request for support by Customer filed with Diplomasafe under the terms of this SLA to fix a defect in the Services or that involves support regarding the functionality of the Services. 

“Uptime Commitment” means the provision of the Services with an Uptime Percentage of at least 99.9%. 

“Uptime Percentage” is calculated using the following formula:

(Maximum Available Minutes – Downtime) X (100 / Maximum Available Minutes)

“Uptime Service Credit” is the percentage of the Applicable Annual Fee credited to Customer following Diplomasafe’s claim approval as set forth below:

Yearly Uptime Percentage	Uptime Service Credit
Above or equal to 99.9%	None
90%-99.8%	2.5%
80%-89.9%	25%
79.9% and below	100%

Availability
Diplomasafe will guarantee the Response Time Commitment for any support request lodged by Customer under this Agreement.

In the event that Diplomasafe fails to comply with the Response Time Commitment more than three (3) times within an annual period, Customer has the right to claim a Response TimeService Credit. In order for Diplomasafe to consider a claim, Customer must submit the claim by emailing Diplomasafe at customersuccess@diplomasafe.com and citing the applicable invoice number the Response Time Service Credit is claimed against. The Response Time Service Credit shall be deemed waived unless Diplomasafe receives the foregoing email request claiming a Response Time Service Credit within thirty(30) days of the end of the applicable annual period. Diplomasafe will apply suchResponse Time Service Credit to any future payment of fees occurring after the annual period in which the Response Time Service Credit was earned. Service Credits are Customer’s sole and exclusive remedy for any response time issues relating to response times.

The Customer may purchase Premium Support, which will be provided only if explicitly requested by the Customer and for an additional fee set forth in the Order.

Request & Response
Support Requests are organised via a Software as a Service (SaaS)-based Help Desk. Diplomasafe’s Help Desk tracks all problem reports, inquiries, or other types of calls received by the Diplomasafe support team. Furthermore, it also contains logs of all activities related to each Support Request.

Customer can submit a Support Request by sending an email directly to customersuccess@diplomasafe.com. Customer will have a direct phone number to Diplomasafe Support in case Premium Support has been purchased.

Support Requests are accepted by the Diplomasafe support team within Business Hours. All Support Request received outside Business Hours will be handled on the following Business Day.

On the first in-person response, the Diplomasafe support representative classifies the Support Request, requests additional information if needed, and informs Customer that the Support Request is being reviewed by Diplomasafe’s support staff.

Customer must document the nature of the problem and provide all information required by Diplomasafe to open and process the Support Request.

After the first response, the Diplomasafe support team will keep Customer informed on the status of the Support Request (e.g. steps taken, the estimated resolution time if possible to provide, and any necessary request for cooperation from Customer).

Request & Processing
The resolution time begins when the Support Request (i) is logged within Diplomasafe’s support Help Desk, (ii) with all the required information; and (iii) an appropriate procedure has been started.

Once a Support Request has been completed, the completion will be stored and reported in Diplomasafe’s Help Desk, together with Diplomasafe’s response and resolution time.

Diplomasafe evaluates Support Requests to ease the use of the Services on a regularly basis.

Uptime
In the event Diplomasafe does not meet an Uptime Commitment during any annual period, Customer has the right to claim an Uptime Service Credit. In order for Diplomasafe to consider a claim, Customer must submit the claim by emailing Diplomasafe at customersuccess@diplomasafe.com and citing the applicable annual period that the Uptime Service Credit is claimed against. The ServiceCredit shall be deemed waived unless Diplomasafe receives the foregoing email request claiming an Uptime Service Credit within thirty (30) days of the end of the applicable annual period.

Diplomasafe will evaluate all information reasonably available to it and make a good faith determination of whether any Uptime Service Credit is owed. If Diplomasafe determines that an Uptime Service Credit is owed to the Customer, Diplomasafe will apply such Uptime Service Credit to any future payment of Fees occurring after the annual period in which the Uptime Service Credit was earned.

Uptime Service Credits are Customer’s sole and exclusive remedy for any availability issues with the Services and will not entitle Customer to any refund or other payment from Diplomasafe. The Customer may not unilaterally offset its Annual Fees for any availability issues.

New Services & Upgrades
New services and functionalities, as well as modifications and upgrades to the Services and its functionalities are announced in Diplomasafe’s newsletters sent via email.

New or changed processes, practices, or policies that affect Customer, will be annonced to Customer via Diplomasafe newsletters sent via email.

Furthermore, Customers who have purchased Premium Support will be contacted directly before any of the above are effectuated.

To reduce downtime, and when possible, Diplomasafe will carry out upgrades carrying known downtime outside Business Hours. Upgrades may include operating system upgrades, service upgrades, software upgrades, server upgrades, and any other upgrade as necessary. Unscheduled downtime due to critical security patches and scheduled downtime will not be counted towards the total percentage of uptime guaranteed.