Service Level Agreement - English

Service Level with Standardized Compensations (Service Level Agreement) - Norwegian

1. Purpose and Scope

The purpose of this appendix is to regulate the responsibilities and scope of support, operation, and maintenance of the services covered by this agreement, including integrations and additional services.

The agreement covers support, operation, and maintenance of eAdm with integrations and components as described in appendix 6 of the contract.

The agreement does not cover:

1. Operation, maintenance, support, or similar for custom adaptations. For custom adaptations, development, or other tailoring, a separate agreement or a separate point in appendix 8 of the contract shall be established.

2. Identum Managed Services; this service has its own agreement and SLA.

3. Implementation of custom functionality in existing solutions. Changes or additions to specially developed applications must be agreed upon with the supplier as a new project.

4. The Supplier is not responsible for problems and downtime with third-party module and component suppliers as described in appendix 6 of the contract. Examples of this could be downtime at the learning platform provider, downtime of the associated Office 365 solution, or similar.

2. Delivery and Acceptance Test

From the date of delivery, an approval period of 30 days will run. Before the end of the approval period, the Customer must send the Supplier a written notification if major discrepancies are discovered between the agreed solution and the solution put into production. If this is not done before the period expires, the service is considered approved and delivered as agreed, and the project will be closed/terminated. The solution is then considered to be in operation, and appendix 4 of the contract comes into effect.

3. Maintenance of Components in the Supplier's Operating Environment

This agreement obligates the supplier to maintain the components specified in appendix 6 of the contract in the supplier's operating environment. In the event of changes to the hardware configuration, the supplier is obligated to make the necessary changes to ensure that the components mentioned in this agreement are maintained. Downtime due to maintenance shall be notified to the Customer and primarily be performed in the time frame of 23:00-06:00.

4. Maintenance of Communication Between the Supplier's and the Customer's Operating Environments

The Supplier is obligated to perform maintenance in its own operating environment that maintains the communication points necessary for the Customer to use the components described under appendix 6 of the contract. In the event of changes in various communication channels that lead to changes on the Customer's side, this must be notified by the Supplier one month before the changes take effect, unless the Customer and Supplier explicitly agree on a different timeline.

If the Customer wishes to make changes to the configuration of communication between their own and the Supplier's environments, this must be notified to the Supplier one month before the changes take effect. The Supplier will be entitled to invoice the Customer according to the current hourly rate for actual work performed.

5. Operation of Communication Between the Supplier's and the Customer's Operating Environments

Through this agreement, the Supplier commits to running an import of source data (school administrative system, HR/payroll/personnel system/other source systems) once a day. The time for the synchronization is determined by the Supplier after input from the Customer. The execution time should normally not vary from day to day, but if it is necessary to move the time for an execution, the Supplier shall inform the Customer.

In case of notified downtime in the Supplier's operating environment for updates or maintenance, the Supplier may postpone the execution of a synchronization. The postponement of a synchronization shall not be longer than 48 hours.

If the Supplier suspects errors in the data or data format from the Customer, the Supplier may stop the import until the Customer has been contacted and any errors have been corrected.

The Supplier is not responsible for any changes or errors caused in the Customer's operating environment or the network up to the Supplier's operating environment.

6. User Support

Upon entering into this agreement, the Customer is given access to the number of support users specified in appendix 6 of the contract. Work is performed on business days between 08:00 and 16:00.

User support shall be provided by the next business day after the case is reported. All support inquiries related to this agreement must go through the Supplier's email/web-based user support system. Currently, this is support@identum.no and support.identum.no. The Supplier does not guarantee that inquiries to other email addresses or by phone will be handled in accordance with the service level set in this agreement.

With agreed invoicing, user support and support are charged per half hour consumed.

7. Troubleshooting and Error Correction

Errors are reported by email to the Supplier via support@identum.no. Errors of level A, B, or C have the same response time and are prioritized according to severity.

Correction of errors due to conditions within the Supplier's area of responsibility shall be initiated no later than one business day.

Correction of errors that are outside the Supplier's area of responsibility shall be initiated no later than the end of the next business day. The Supplier will then be entitled to invoice the customer for time spent according to the current hourly rate.

If the Supplier or Customer is unsure where the responsibility for the error lies, the Supplier is obligated to start troubleshooting no later than within one business day. If troubleshooting shows that the source of the error lies within the Customer's area of responsibility, the Customer shall be notified to decide whether the error should be rectified. The Supplier will be entitled to invoice the Customer for work performed in connection with troubleshooting according to the current hourly rate.

If the source of the error lies within the Supplier's area of responsibility, the Supplier shall continue the work to rectify the error.

8. Routines for Error Correction by Delivering a Software Patch

If an error in installed software from the Supplier is discovered, the Customer shall receive a free correction via remote access.

If the software needs to be updated because the Customer makes changes to its systems or wishes to use new services, this will be charged as consulting services at the standard hourly rate.

9. Uptime

The Supplier's operating environment has an uptime of 99.9% with the exception of notified downtime, which is primarily performed between 23:00-06:00.

Financial Compensation for Measured Availability

Below is the standardized price reduction for breach of the agreed service level for availability during a calendar month.

The price reduction is calculated from the fixed subscription fee for one calendar month for the part of the service that is unavailable. The maximum price reduction per calendar month is 25% of the subscription fee for the service. The measurement period is per month.

Compensation claims must be submitted within 10 business days after the end of each month to be valid.

10. Prices

See the contract for operating costs, setup, consulting, and support services. eAdm has the option for authorized personnel to order options and new modules through the user interface. All available options and other modules, with setup and start-up costs, can be ordered there.

Prices are adjusted annually on January 1st based on the last 12 months' increase in the Statistics Norway's consumer price index. The first adjustment occurs on January 1st of the year following the contract signing. The parties may also demand price adjustments that are directly caused by changes in laws, regulations, and legal practices, and other similar, unforeseen events with financial significance. If subcontractors increase their prices to the Supplier by more than the index adjustment, the Supplier may demand a corresponding price increase from the Customer. Price increases must be notified at least 4 weeks before the change takes effect.

11. Reporting

An account synchronization report can be sent to the customer after each completed synchronization cycle.

12. Supplier's Limitations and Prerequisites Towards the Customer

The Supplier cannot be held responsible for and cannot be claimed compensation for breaches of this agreement caused by:

1. errors in the data basis from source systems that are sent to the Supplier's operating environment.

2. errors that occur in applications outside the supplier's operating environment.

3. errors that arise in the eAdm services due to conflicts between data manually created in the system and data coming from source systems.

4. network failures that occur outside the Supplier's operating environment.

5. errors due to the Customer's local (client) applications, infrastructure, or other equipment for which the Supplier is not responsible.

6. downtime due to faults on the Customer's network, PC, or other equipment.

7. improper use of the service.

8. errors that occur because the customer has not complied with the requirements in this appendix or in contracts between the parties in general.

9. force majeure or other factors beyond the Supplier's control. Cyberattacks which, at the Supplier's discretion, constitute a security risk, are considered a force majeure event.

10. errors in integration with a third party for which the Supplier has not expressly assumed responsibility, or

11. the Supplier temporarily interrupting the service, without prior notice, if a serious data security threat or a similar serious threat to the service is discovered.

The customer may not make changes to the data format used for any of the above components without presenting a detailed specification of the intended changes at least one month before the changes take effect. Actual work necessary from the Supplier's side to support any changes will be invoiced according to the standard hourly rate unless otherwise agreed in appendix 6 of the contract.