Documaster Service-level Agreement

The Service-level Agreement appendix complements The Agreement reached by the parties.

In the event of any conflict between the other contents of the agreement and this SLA appendix, the agreement drawn up between the parties including other appendices shall take preference over this SLA appendix.

General terms

It is the goal of Documaster that The Service should be available The Customer 24 hours a day, 7 days a week.

Documaster is responsible for the technical operation and maintenance of software, hardware, backup, and storage included in The Services, as well as the management of system software so that The Service becomes available. Documaster is responsible for version upgrades.

Maintenance and upgrades

It is the goal of Documaster to perform maintenance with the least amount of impact on The Service, preferably with zero downtime. Documaster can suspend The Service in the event of a technical error, software upgrade, system maintenance, changes, power outages or similar circumstances.

If it becomes necessary for Documaster to stop operating The Service to make extraordinary error correction, Documaster is obliged to report this to The Customer. The Customer and Documaster shall cooperate to carry out error correction in a manner that is at the least disadvantageous to The Customer.

If Documaster is aware that The Service will be unavailable, Documaster must notify The Customer of this in a reasonable time before The Service is unavailable. If the unavailability of The Service is not known in advance, Documaster must notify The Customer as soon as possible.

Documaster is not obliged to notify The Customer of the unavailability of the service which, after a reasonable assessment, is assumed to be of no importance to The Customer. An example of such an unavailability referred to here is short unavailability in irregular time periods outside normal working hours. Notification can be in the form of a message that is sent to the email address that The Customer has provided during sign-up and/or to The Customer's email address registered in their account within The Service.

Helpdesk

All support inquiries should be directed to:

Email: support@documaster.com

Telephone: + 47 48 11 16 00

Support portal: support.documaster.com

Version 2022-11-09