BIMobject - Prodikt for Data partners.
Service Level Agreement.

Version 1.1This Service Level Agreement for Prodikt (the “SLA”) forms an integral part of the General Terms and Conditions for Prodikt (the “Terms”) whenever Prodikt is included in the offering to the Data Partner. For the purposes of this SLA, references to "Prodikt" include OpenDictionary, the integrated system provided to the Data Partner as part of Prodikt membership, and all service levels, response times and remedies set out herein apply to OpenDictionary on the same basis as to Prodikt. Terms used but not defined in this SLA shall have the same meaning as defined in the Terms. This SLA may be changed/updated as set forth in the Terms.1. Service Availability1.1. General Availability. Prodikt is designed to be available at least 99,0% measured on a monthly basis.1.2. Scheduled Maintenance. Downtime during planned and announced upgrades, maintenance and operational support is to be excluded from any availability measures. BIMobject reserves the right to perform maintenance that may interrupt availability or operation of Prodikt. Where feasible, maintenance will be conducted outside regular office hours.1.3. Regular Office Hours. For the purposes of this SLA, “regular office hours” are defined as Monday through Friday, from 8:00 a.m. to 5:00 p.m. Central European Time (CET), excluding public holidays recognized in Sweden. A full list of recognized public holidays will be provided upon request and may be updated annually by BIMobject.1.4. Limitation of Liability for Interruption of Service. Without prejudice to the limitations of liability set forth in the Terms, BIMobject accepts no liability for any interruption in the availability or operation of Prodikt resulting from:errors or interruptions in Internet connection or other telecommunication issues,errors or interruptions in the Data Partner’s hardware or network communication,errors or interruptions in Prodikt caused by the Data Partner,scheduled maintenance,2. Priority Levels and Error Classification2.1. Error Classifications. Errors that fall within the scope of the SLA are classified as follows.Critical Errors: Defects that renders the service completely inoperable or inaccessible, without a viable workaround.Significant Errors: Defects that do not prevent the use of Prodikt but hamper the efficiency of Prodikt to a substantial degree.Ordinary Errors: Defects that hamper efficient usage of Prodikt.Minor Errors: Defects that hamper efficient usage of Prodikt to a smaller degree, excluding defects that only entails insignificant inconveniences.2.2. Order of precedence in case of dispute. BIMobject’s opinion takes precedence in the event of differences of opinion between BIMobject and the Data Partner regarding classification of errors as critical errors.3. Error Reporting3.1. Reporting an Error. An error is considered reported when the Data Partner notifies BIMobject in writing, for example by email. For the purposes of this SLA, “in writing” refers to any formal communication submitted through the following channels:Email Communication: Emails sent to the designated support address provided by BIMobject support@prodikt.com will be considered valid written notifications.Postal Mail: Written notifications sent via postal mail to BIMobject’s official correspondence address are valid but may result in delays in response time due to processing times.To ensure timely responses, BIMobject strongly recommends using the email options, as these channels are monitored regularly during business hours.3.2. Report Details. The Data Partner is responsible for providing a detailed description of the error, its impact on Prodikt, and relevant contact information.4. Response Times4.1. Response time definition. A response is defined as the assignment of the reported issue to a qualified personnel, who will begin initial diagnostics and provide the Data Partner (you) with an update on the next steps. Response time is defined as the time from the initial report of the error until such a response has been provided to the Data Partner (you).4.2. Response times. Unless otherwise agreed, the response time will be calculated within the defined business hours. Any error reported outside of business hours will be considered received at the start of the next business day, at which point the response time will begin. The response time will be as follows:Critical Errors: 6 hoursSignificant Errors: 12 hoursOrdinary Errors: 24 hoursMinor Errors: 48 hours4.3. Resolution time. In the event of a Critical Error as defined in 2.1, BIMobject will use all reasonable efforts to resolve the issue within twelve (12) hours from the time it is reported and acknowledged by our support team. Any error reported outside of business hours will be considered received at the start of the next business day, at which point the resolution time will begin. Resolution may include a permanent fix, a temporary workaround, or a rollback to a stable state.5. Remedies5.1. Failure to meet service level resolution time. Subject to the limitations and exclusions of liability set forth or referred to in this SLA, compensation for BIMobject’s failure to meet a service level resolution time as defined in 4.3 will be limited to a maximum of 30% of the monthly share of the annual subscription fee for Prodikt. Any claims for remedy must be made by the end of the calendar month in which the incident occurred.5.2. BIMobject shall not be liable for any failure to reach agreed service levels where BIMobject can show that the error to which the relevant response time pertains was, in part, caused by:(a) circumstances beyond BIMobject’s area of responsibility;(b) a third-party product or service;(c) a defect in the Data Partner’s equipment or software;(d) a virus, worm, trojan or other attack on the IT environment which BIMobject suffers notwithstanding having taken reasonable protective measures;(e) natural disasters, government actions, or other force majeure events.