Service levels policy
This policy explains how InfoTiles assures that our services will remain available for use, and how we will rectify issues and errors should they occur.
Introduction
This policy explains how InfoTiles assures that our services will remain available for use and how we will rectify issues and errors should they occur.
Purpose and Scope
This policy's purpose is to set expectations for staff and customers for service availability of the InfoTiles platform and how we manage deviations from expected service levels.
Our commitments
We commit to using appropriate routines for operation and maintenance that ensure the availability and uptime of our platform, including continuous automatic monitoring of all microservices and logging of security-related events to detect possible deviations. We further commit to deploying resources with appropriate capabilities to quickly resolve situations where service falls below our commitments.
Availability
InfoTiles undertakes to use commercially reasonable measures to ensure that the services offered on app.klinkplatform.com and analytics.klinkplatform.com have an availability of 99.9%. Availability is calculated per calendar month and is defined as the ability to log into the solution and access stored data. Availability is calculated by subtracting the number of minutes unavailable from 100% of the number of minutes in the month, excluding excluded time.
Exempt Time
The following events are considered as excluded time and shall be deducted from the basis for downtime:
- Periodic and scheduled maintenance
- Customer equipment or infrastructure failure
- Faults caused by the actions, equipment or infrastructure of anyone other than InfoTiles
- Delays due to the Customer's contact person not being available or unable to provide assistance at the Customer's
location - Errors that are due to misuse of the Service or where use of the Service violates Norwegian law, or the prevailing law of the customer's contract.
- Force Majeure
Service Level Monitoring and Reporting
Service levels are monitored and reported on internally. A status page is also available here.
Handling errors and issues
We classify issues and errors in to three severity levels:
| Level | Severity | Description |
| A | Critical | Errors that cause the solution to stop, that data is lost without the possibility of recovery, or that other functions that, according to an objective assessment, are critical to the delivery do not work as agreed. |
| B | Serious | Errors that lead to functions that, based on an objective assessment, are important to the customer not working as described in the agreement, and which are time and resource-intensive to circumvent. |
| C | Standard | Errors that lead to individual functions not working as agreed, but which can be relatively easily circumvented. |
Based on the severity level, InfoTiles will dedicate resources and establish target resolution time frames. There is also an expectation that for Critical errors, the customer will make resources available to coordinate the resolution of the issue. Note that customers with additional support agreements can expect improved commitments.
| Severity | Acknowledgement | Response Commenced | Remediation | Target Resolution |
| Critical | Same day as ticket is received via portal | 4 business hours after receiving the ticket |
Continuously within business hours. The customer can request for the fault to be worked on outside of business hours. |
Within 1 business day |
| Serious | Same day as ticket is received via portal | Next business day after receiving ticket |
Continuously within business hours. The customer can request for the fault to be worked on outside of business hours. |
Within 3 business days |
| Standard | Same day as ticket is received via portal | Within 3 business days of receiving ticket | InfoTiles shall, in consultation with the customer, prepare a plan for if and when error correction is to be initiated. |
Within 7 business days |
Business hours and days are defined as 08:00-16:00 CEST, Monday - Friday, excluding Norwegian Public Holidays unless otherwise agreed.
Contact Points
All notifications regarding the service shall be routed through the InfoTiles Customer Support Portal (link).
All reported faults are logged and assigned a unique ticket number. Before reporting a fault, the Customer must be sure that
the fault is not in their own network and that any deployed equipment has an adequate power supply.
When reporting errors, the Customer must provide the following:
- Company name/Customer number the service is registered on
- Accurate fault description with all necessary details
- Contact person with phone number and email address
- The time at which the customer believes the fault commenced
Compensation
For each month that has lower uptime than guaranteed, the customer can claim a reduction of the service's monthly licence
fee for the period as shown in the table below.
| Availability | 99.5% | 99.0% | 98.5% | 98.0% | ≤ 97.5% |
| Price reduction | 2.5% | 5% | 7.5% | 10% | 12.5% |
Compensation cannot be claimed unless a fault in the service has been reported in accordance with the procedures described in this document. Any claims for compensation for breach of availability must be notified in writing by the Customer within 30 days of the end of the relevant month.
Agreement to follow this policy
The InfoTiles management team agrees to follow and comply with this policy unless specific customer agreements take priority.
Review
InfoTiles keeps its service level policy under regular review and places any updates on this web page. This service level policy was last updated in August 2023.