Service Level Agreement

Service Level Agreement (SLA)

Izy AS

This Service Level Agreement («SLA») sets out the standard service levels for the software-based services provided by Izy AS (the «Supplier») to the Customer. The SLA applies to the following products and solutions, collectively referred to as the «Service»:

Izy Standard- a digital service tool for communication and facility services in buildings
Izy mAIfood- an AI-driven software solution for self-service checkout in canteens and kiosks.
Izy Prediction- an AI-based analytics service that provides predictive insights based on data analysis.

This SLA shall be read in conjunction with the then-current subscription agreement and any other contractual documents in force between the parties.

Purpose

This SLA forms an integral part of the agreement between Izy AS and the Customer. Its purpose is to facilitate effective cooperation in the digitalisation of service offerings within buildings. The SLA sets forth the level of availability, support, and service quality to which the Customer is entitled for the software-based solutions supplied by Izy AS. It establishes clear expectations regarding responsibilities, fault remediation, uptime, and communication, thereby ensuring a predictable and professional delivery relationship.

Definitions

The terms used in this agreement shall be understood as follows:

Term	Definition
Service	All software-based solutions delivered by Izy AS, including Izy Standard, Izy mAIfood and Izy Prediction.
Incident	An unscheduled interruption to the availability of the Service, or an error within the Service.
Core Hours	08:00–17:00 on Business Days, excluding public holidays.
Resolution Time	The average time from the Customer reporting a request to Izy AS until the issue is resolved.
Downtime	A period during the agreed service time in which the Service is unavailable.
Uptime	The time within a given period during which there is no Downtime affecting the Service.
Scheduled Maintenance	Work pre-announced by the Supplier and carried out within the agreed Maintenance Window. Scheduled maintenance also includes customer-specific maintenance carried out outside the Maintenance Window if ordered by the Customer. All scheduled maintenance shall take place outside Core Hours.
Response Time	The time from when an Incident is reported until the Supplier has responded. The Supplier is deemed to have responded when it answers the Customer’s initial request, either by providing a solution or requesting further information. The response may be given by e-mail or telephone.
Maintenance Window	The time window reserved by the Supplier for performing preventive and corrective maintenance on the Service.

Exceptions

This SLA is drafted with the aim of fostering good cooperation with the Customer. Izy AS will always make every reasonable effort to rectify any problems as quickly as possible. However, the SLA does not apply to:

Software, equipment or services not purchased through or administered by Izy AS.
Equipment, software, services or other parts of the IT system that are not part of the Service delivered by Izy AS.
Physical equipment and third-party components not supplied by Izy AS. Any errors, outages or delays caused by such third-party deliveries fall outside the Supplier’s responsibility.

In addition, the SLA does not apply where:

The problem is caused by the Customer’s erroneous use of equipment, software or services.
The Customer has made unauthorised changes to the configuration or setup of affected equipment, software or services.
The Customer has prevented Izy AS from performing necessary maintenance and update tasks.
The problem has been caused by the Customer’s use of unsuitable equipment, software or other services.
Incidents are due to circumstances reasonably beyond the control of Izy AS, including but not limited to flood, war, natural disaster or other extraordinary events that hinder fulfilment of contractual obligations.

Notwithstanding the above, Izy AS aims to be helpful and accommodating at all times and will endeavour to assist the Customer wherever reasonably possible.

Responsibilities

Supplier Responsibilities

The Supplier shall:

Ensure that all software, services and tools are available to the Customer in accordance with the uptime guarantees set out below.
Respond to support requests in accordance with the Response Time provisions below.
Maintain adequate staffing and competence.
Take the measures necessary to escalate or rectify faults in an appropriate manner and within reasonable timeframes.
Maintain effective communication with the Customer.

Customer Responsibilities

The Customer shall:

Notify Izy AS of problems and faults within reasonable timeframes.
Provide access to equipment, software or services to facilitate proper maintenance, updates and proactive fault handling.
Maintain effective communication with Izy AS.

Incidents

All services and applications provided by Izy AS are monitored 24/7. Upon an Incident, alarm notifications are sent by e-mail and SMS to Izy AS’s operations team, which will handle the Incident within the agreed Response Time. The Customer is informed in accordance with established routines.

Reporting Incidents During Core Hours

The Customer may report Incidents to Izy AS’s support team during Core Hours (Monday–Friday 08:00–17:00, excluding public holidays).

Contact information (Core Hours):

E-mail: kundeservice@izy.no

Web: www.izy.no

Izy AS provides a dedicated customer representative who serves as the primary point of contact for the Customer regarding operations, support, and follow-up.

Reporting Incidents Outside Core Hours
Incidents can also be reported outside of core hours via email. The phone line will be closed during these periods. Any incidents reported outside of core hours will be addressed once the next core hours window begins. The same applies to incidents detected through automatic monitoring outside of core hours. Response time is measured from the start of the next core hours window.

Contact Information Outside Core Hours
Email: kundeservice@izy.no

Availability Guarantee
Izy AS guarantees that the Service will maintain an uptime level of 99% per month. Uptime is measured from the first to the last day of each month. It is calculated using the following formula:

Formula for calculating uptime= (1-(N-P)/D) *100

Where:

P: Scheduled maintenance downtime in accordance with the scheduled maintenance plan (maintenance window)
D: Total service time in minutes – the total number of minutes in the specified service period
N: Downtime in minutes – the time the solution has been unavailable due to reasons attributable to the Provider, i.e., not force majeure or other circumstances beyond the Provider’s control, and not caused by the Customer

Price Reduction Due to Downtime

Uptime	Refund of Monthly Subscription Fee
>99%	0
98,9-98%	10%
98-97%	15%
97-95%	20%
<95%	50%

For incidents that qualify for a refund under the table above, the Customer may not claim any additional compensation or damages.

Severity Levels

The severity levels are defined as follows:

Level	Category	Description
A	Critical	All or significant parts of the Service are unavailable.
B	Major	Certain critical functions are not working or unavailable, or operate with significantly degraded response times compared to what has been agreed.
C	Minor	Non-critical functions are not working or unavailable, or operate with degraded response times compared to the agreed levels.

Guaranteed Response Time – Incident Handling

Incident Level	Response Time	Working Hours
A	The response time shall not exceed 2 hours after receipt of the incident notification during core hours..	From the moment Izy AS has acted upon the reported incident, Izy AS shall work continuously on the incident until an appropriate resolution or workaround is achieved.
B	The response time shall not exceed 4 hours after receipt of the incident notification during core hours.	From the moment Izy AS has acted upon the reported incident, Izy AS shall work continuously on the incident until an appropriate resolution or workaround is achieved, except between 21:00–08:00, on weekends, or public holidays.
C	No later than the next business day.	From the moment Izy AS has acted upon the reported incident, Izy AS shall work to find a resolution within a reasonable time.

Third-Party Dependencies
Izy AS utilizes infrastructure services and software provided by third parties. The Service is also integrated with third-party software. In the event of incidents caused by such services or software, Izy AS’s responsibility under the “Working on the Incident” column is limited to reporting the incident to the third party, following up on its progress, and informing the Customer once a resolution is available.

Resolution Time
The Provider cannot guarantee a fixed resolution time, as this will depend on the nature, scope, and technical complexity of the issue. However, the Provider commits to working with high priority and to providing progress updates throughout the process.

Privacy and Information Security
If the Service involves the processing of personal data, the specific terms outlined in the data processing agreement entered into by the parties shall apply. The Provider commits to implementing the necessary technical and organizational measures to ensure confidentiality, integrity, and availability in accordance with applicable regulations.