Service Level Agreement
Service Level Agreement (SLA)
Effective Date: July 1, 2022
Document owner: Filip informatika d.o.o. (hereinafter: Adriatic Cloud)
Service Level Agreement (“SLA”) between Adriatic Cloud (“Service Provider”) and the User (“Customer”) for the provision of all services provided by the Service Provider to Users, as well as for the level of support and maintenance of some of the contracted services.
This SLA describes the parameters of all covered services provided by the Service Provider.
This SLA does not supersede existing processes and procedures unless expressly stated.
This SLA remains in effect until it is replaced by a revised service level agreement.
The following service provider and user(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:
Service provider: Adriatic Cloud
User: Customer
The SLA is valid from the effective date specified herein and is valid until further notice. The SLA will be revised at least once a fiscal year; however, instead of an audit during any specified period, the current SLA will remain in effect.
Review period: once a year (12 months)
Date of previous revision: July 1, 2022
Date of next revision: July 1, 2023
- Hosting services
- Registration, renewal and domain transfer services
- SSL certificate lease and renewal services
- Telephone customer support
- Supervised email support
- Monthly system status check
- Meeting response time associated with service-related incidents.
- Appropriate notice to the customer for all planned maintenance.
- Changes to services will be communicated and documented to all stakeholders.
- Payment of all support costs in the agreed interval.
- Reasonable availability of user representatives when resolving an incident or service request.
The service-specific coverage parameters (s) covered by this Agreement are as follows:
- Telephone support: 8:00 to 16:00 Monday to Friday.
- Calls received outside working hours will be forwarded to the mobile phone and every effort will be made to answer the call.
- Email support: Supervised from 8:00 to 16:00 Monday to Friday.
- Emails received outside business hours will be collected, but nothing can be guaranteed until the next business day.
In support of the Services set forth in this Agreement, the Service Provider will respond to service incidents and/or requests submitted by Customer within the following timeframes:
- 0-8 hours (during business hours) for issues classified as High Priority.
- Within 48 hours for issues classified as medium priority.
- Within 5 working days for issues classified as Low Priority.
- Remote assistance will be provided in accordance with the above deadlines depending on the priority of the request for support.