Service Level Agreement
Annex 3: Service level agreement
1. Technical support
The support is exclusively available during Working days during working hours from 09:00 to 18:00 CET (Central European Time).
The reports of Anomalies must be sent by email to Rocketmail without delay to the email address support@lodago.com.
Rocketmail provides support by email at support@lodago.com. Rocketmail does not provide any support by telephone.
2. Rocketmail platform availability
Rocketmail undertakes to put in place effective controls to provide reasonable assurance that the User can access and use the Application Services 24 hours a day, 7 days a week, subject to:
- Interruption of network or telecommunications services.
- Interruptions necessary for the proper functioning of the Application Services, in particular for maintenance interventions.
These interruptions do not give rise to any compensation and Rocketmail cannot be held responsible for the possible impact of this unavailability on the User’s activities.
Rocketmail platform www.lodago.app availability is as followed:
| Monthly Availability The availability percentage does not include interruptions due to Scheduled Downtime or force majeure (Article 29 of these General Terms and Conditions). | 99% |
| Maintenance interventions | Working Days from 00:00 to 08:00 and from 20:00 to 23:59 CET (Central European Time) and Non-Working Days from 00:00 to 23:59 CET. |
| Unplanned Outages (other than for system emergency) | Maximum 40 minutes over a reference period of 1 month, excluding force majeure (Article 29 of these General Terms and Conditions). |
| Unplanned Outages for system emergency | Maximum 2 hours over a reference period of 1 month, excluding force majeure (Article 29 of these General Terms and Conditions). Rocketmail will promptly notify the User of any Unplanned Outage, including a description of the Unplanned Outage and the expected or estimated time until normal operations will resume. |
| Frequency of back-ups of meeting data and configuration data | Three incremental back-ups per day until 30 days after the end of an active event. Daily backup is retained for 30 days. |
| Average time for remedy of incidents Calculated as from opening until closing of a case. | < 4 hours for 90% of cases |
3. Corrective maintenance responsibility
Rocketmail ensures the corrective maintenance of the Application Services following any Anomaly noted which prevents a normal operation of the Application Services.
Rocketmail ensures the corrective maintenance of the Application Services following any Anomaly noted which prevents a normal operation of the Application Services.
The reports of Anomalies must be sent by email to Rocketmail without delay to the email address support@lodago.com. Rocketmail does not provide any support by telephone for the treatment of the Anomalies.
Rocketmail will diagnose the Anomaly and then implement its correction according to the procedure and timeframe of its choice.
Except in case of emergency, maintenance interventions are carried out on Working Days from 00:00 to 08:00 and from 20:00 to 23:59 CET (Central European Time) and on Non-Working Days from 00:00 to 23:59 CET.
Rocketmail is not responsible for corrective maintenance in the following cases (which are not a limitative list):
- User’s refusal to cooperate with Rocketmail in the resolution of the Anomalies and in particular to answer questions and requests for information;
- Use of the Application Services in a manner that does not comply with their purpose;
- Unauthorized modification of the Application Services by the User or by a third party;
- Failure of the User to meet any of their obligations under these General Terms and Conditions or the Contract;
- Implementation of any software package, software or operating system not compatible with the Application Services;
- Use of incompatible consumables;
- Failure of electronic communication networks;
- Voluntary act of degradation, malice, sabotage;
- Deterioration due to force majeure (Article 29 of these General Terms and Conditions) or misuse of the Application Services.
Corrective maintenance is exclusive of any modification of the functionalities of the Application Services.
4. Procedure for corrective maintenance
The procedures for corrective maintenance depending on the severity of the Anomaly is as followed:
| Anomaly - Severity level 1 | Rocketmail platform lodago.app is severely impacted or completely shut down. | Step 1: Assign a technical employee to correct the Anomaly. Step 2: Provide ongoing communication on the status of the Anomaly Step 3: Provide a temporary workaround or fix the fastest possible. |
| Anomaly - Severity level 2 | Rocketmail platform lodago.app is functioning with limited capacity or is unstable with periodic interruptions. | Step 1: Assign a technical employee to correct the Anomaly. Step 2: Provide ongoing communication on the status of the Anomaly Step 3: Provide a temporary workaround or fix that becomes available in the next maintenance intervention once the technical employee corrected the Anomaly. |
| Anomaly - Severity level 3 | Rocketmail platform lodago.app is fully functioning or there is a need to clarify procedures, information or documentation. | Provide a temporary workaround or fix that becomes available in the next maintenance intervention once the technical employee corrected the Anomaly. |
5. Response times
Response times to the User when reporting an Anomaly depends on the severity level of the Anomaly:
| Anomaly - Severity level 1 | Rocketmail platform lodago.app is severely impacted or completely shut down. | Less than 60 (sixty) minutes during Working days. |
| Anomaly - Severity level 2 | Rocketmail platform lodago.app is functioning with limited capacity or is unstable with periodic interruptions. | Less than 4 (four) hours during Working days. |
| Anomaly - Severity level 3 | Rocketmail platform lodago.app is fully functioning or there is a need to clarify procedures, information or documentation. | Less than 24 (twenty-four) hours during Working days. |
Any technical support will be charged additionally according to Rocketmail’s financial terms.
