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":
This SLA shall be read in conjunction with the then-current subscription agreement and any other contractual documents in force between the parties.
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.
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. |
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:
In addition, the SLA does not apply where:
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.
Supplier Responsibilities
Customer Responsibilities
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.
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.
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 beginning of the next core hours window.
Contact Information Outside Core Hours
Email: kundeservice@izy.no
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:
| 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.
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. |
| 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. |
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.
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.
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.
