Operational and Service Level Agreement between LOYALTY FACTORY (LF) and the End User (Customer)

1. Scope and conditions

This section represents Service Level Agreement (or “SLA”) for the provisioning of the Services required to support and maintain the software EASI’R.

The SLA is valid from the date the Customer activates the Commercial License.

2. Backup

LF will provide support for Customers with Commercial Licenses by e-mail and by phone Monday through Friday between 08:00 and 18:00 CET (“Business Hours”) and Saturday 09:00 to 15:00 CET (Business Hours). The Customer agrees to provide adequate information to LF and to assist LF in investigating any disruption and the corresponding possible solution.

Relevant contact channel is support@easir.com. Upon receiving a reported disruption, the disruption will be tracked to closure and the Customer will be kept informed about progress during the investigation and solution process.

3. Support

This section represents Service Level Agreement (or “SLA”) for the provisioning of the Services required to support and maintain the software EASI’R.

The SLA is valid from the date the Customer activates the Commercial License.

4. Error categories and actions

The response times are set according to the error category, starting from the time of the reporting of the error. The response times listed below happen within the defined Business Hours. LF will use all reasonable efforts to resolving errors as soon as possible.

Category

Description

Response time

Resolution time

P1

Defined as critical errors

  • Collapse of systems or functions
  • Access violations
  • Data inconsistency or erroneous updating of databases that cannot be prevented
  • Disturbances that severely restrict or prevent the fundamental working of the system

3 Business Hours

As soon as possible and within 5 business days

P2

Defined as non-critical errors

  • Functional impairments that do not hinder the fundamental work with the system
  • Occur only under special conditions
  • Can be bypassed

8 Business Hours

As soon as possible and within 8 business days

P3

Defined as small errors:

  • Layout (fonts, names, colors, positions, etc.)
  • General problems that do not prevent the user from getting the right information from the database

8 Business Hours

Solved with upcoming releases

5. Operational Stability

LF strives to offer the highest operational stability and access to EASI’R, but LF is not responsible for any interruptions caused by factors beyond the supplier’s control. This includes power failure and server errors. In case of failure, the supplier will attempt to re-establish normal operations as fast as possible.

6. Maintenance - updates and new versions

Software releases such as planned maintenance updates, security patches, error fixes and adding of new features will be deployed continuously and at any time.

The Customer shall be entitled to use the latest available version of EASI’R. Consequently, EASI’R may undergo changes in connection with upgrades or new versions. In connection with upgrades, new features or functionalities may be made available for the Customer while some may be removed. LF reserves the right to make any changes to EASI’R as LF may consider these as relevant. Furthermore, LF may block access to EASI’R for a short period. Should this be necessary, the Customer will be informed before these updates begin.

7. Exclusions

The licensed software offers the possibility to integrate to and use 3rd party services and software. Support for such services and software is excluded by LF.

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