BIMobject - Prodikt
This Service Level Agreement for the Prodikt Platform (the “SLA”) forms an integral part of the
General Terms and Conditions for the Prodikt Platform (the “Terms”) and applies only if explicitly
referenced therein. Terms used but not defined in this SLA shall have the same meaning as defined in
the Terms. This SLA may be changed or updated as set forth in the Terms.
1.1. General Availability. The Prodikt Platform is designed to be available 24/7
1.2. Scheduled Maintenance. To maintain optimal performance, the Prodikt Platform may be unavailable during scheduled maintenance. BIMobject reserves the right to perform maintenance activities that may interrupt availability or operation. 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 the liability set forth in the Terms, BIMobject will not be liable for any interruptions in Prodikt availability or operation of the Prodikt Platform resulting from:
2.1. Error Classifications. Errors that fall within the scope of the SLA are classified as follows.
3.2. Order of precedence in case of dispute. In case of disagreement, both parties will engage in good-faith discussions to resolve disputes within one business day. BIMobject’s classification prevails until an agreement is reached. If no agreement is reached, BIMobject’s classification takes precedence.
3.1. Reporting an Error. An error is considered reported when the Client 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:
To ensure timely responses, BIMobject strongly recommends using the email option, as these channels are monitored regularly during business hours.
3.2. Report Details. The Client is responsible for providing a detailed description of the error, its impact on the Prodikt software, and relevant contact information.
4.1 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 client (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 client (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:
4.3 Failure to meet service level response 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 response time will be limited to a maximum of 30% of the monthly share of the annual subscription fee for the Prodikt platform. Any claims for remedy must be made by the end of the calendar month in which the incident occurred.
5.1. List of reasons for exclusion of liability. BIMobject will not be liable or held accountable for any failure to meet the agreed service levels if the delay or failure is attributable to: