Demo Service Level Agreement

1.     Support – Uptime* – Response time

NALANTIS guarantees :

  • 9h00-17h00 Monday to Friday (excluding holidays) – support via email

  • for a demo we make no uptime guarantees

  • maximum 48 hours response time on business days. We usually answer much faster.

  • outside of business days we work on ‘best effort’ basis.

* ‘uptime’ refers to HTTP(S) but not potential problems with FTP, POP, IMAP, or SMTP as these cannot be guaranteed by Licensor.

If we should nevertheless fall below the promised service levels, we are committing to take all possible measures to achieve the standard service levels again as soon as possible.

The definition of “below standard service” does not apply if poor or interrupted service is due to:

  • scheduled or unscheduled maintenance;

  • circumstances beyond the control of NALANTIS, including network attacks, service disruptions outside our immediate network or infrastructure;

  • anything resulting from war, pandemic, fire, flood, labor unrest, government regulations or any other form of Force Majeure;

  • a breach by CLIENT or End-Customer of our terms or SLA.

2.     Maintenance and emergency measures

  • We make every effort to maintain the security and availability of your data and services.

  • We will do our best to notify you at least 6 hours prior to any maintenance.

  • We reserve the right to perform maintenance at any time without notice, if deemed necessary to protect and maintain our services.

  • We may in some cases suspend our services and/or temporarily put your website or platform on hold in the event of an attack with Malware or other code or viruses intended to cause harm or that causes damage to our network, reputation, quality of service or the services and quality of third-party networks. We will do our best to notify you immediately if we need to take this type of action, but we are not responsible if this notification is delayed or not received.

3.     Scope of our technical suppport

The scope of our support includes support with respect to problems that may have arisen from our services not working as expected or advertised.

The scope of our support does not include personal configuration support for devices or PCs of CLIENT or End-Customer. In the event that such installation should be necessary, we will provide you with documentation and all technical details and quotation for configuring the CLIENT’s or End-Customer’s software.