Service Level Agreement
Last Updated: 12 January 2021
This Service Level Agreement (SLA) is applicable to You as a Customer for the Services provided by Detectify under a valid Agreement between You and Detectify if so stated in the applicable Order Form.
Availability means that the Service is fully operational and available for Customer and Customer’s Users. Detectify shall achieve the following Availability for any given calendar month (a “Measurement Period”): 99%.
Availability is measured 24/7/365 and is calculated as follows:
Availability (%) = Total number of minutes of a Measurement Period - Service Downtime divided by Total number of minutes of a Measurement period x 100.
“Service Downtime”: Service Downtime means any time period (expressed in minutes) in a Measurement Period when the Service is not Available, and which is not due to (a) Scheduled Maintenance, (b) failures or malfunction of Customer’s own or any third-party’s systems, technology, equipment and services, (c) the Customer’s or Users failure to use the Service in accordance with this Agreement, or (d) force majeure events under Section 20. Service Downtime is calculated from the time when it is registered by Detectify after detection by Detectify or reporting by the Customer until the Service is Available again.
Detectify has the right to perform “Scheduled Maintenance” of the Service. Detectify shall make its best commercial efforts to ensure that any temporary unavailability of the Service during such Scheduled Maintenance is minimized. Scheduled Maintenance shall (a) be notified at least 14 calendar days in advance and (b) in total not exceed 4 hours during any Measurement Period.
If Detectify fails to achieve the guaranteed Availability during a Measurement Period, the Customer is entitled to extend the term of the Order Form with a free of charge extension term in accordance with the table below.
|Availability (%)||Extension term (days)|
|98 – <99||2|
|97 – <98||4|
|96 – <97||6|
3. Customer support
3.1 Considering the nature of any incident or defect and other relevant circumstances, Detectify will use commercially reasonable efforts to respond to any support requests submitted by Customer or Customer’s Users within two (2) business days (excluding public holidays in Sweden).
3.2 Detectify’s support function is available during the following office hours:
Day: Monday - Friday
Office hours (CET): 9:00 - 17:00
4. Customer’s termination right
You may terminate the Agreement with immediate effect upon written notice to Detectify, if Detectify for three (3) successive Measurement Periods has failed to achieve the agreed Availability for the Service in accordance with this Service Level Agreement. Your notice of termination shall be given within two (2) weeks after the end of such third Measurement Period.