1.  Introduction

• The Service Level Agreement (SLA) constitutes an integral part of the contractual framework governing the provision of Subscription Services by Simployer to the Customer, as defined in an Order Form signed by the Customer and Simployer.
• Capitalized terms used herein shall have the meaning as set out in Simployer's standard T&Cs, available on [Simployer’s website] and incorporated into the Order Form by reference.
• In cases where specific slas are applicable to the Customer, such slas will be expressly detailed in the Order Form, thereby superseding or supplementing this standard SLA appropriate.

2. System requirements

• Simployer's Subscription Services support the following browsers:
• Microsoft Edge (chromium based). Current version or up to 1 – one – main version older.
• Mozilla Firefox. Current version or up to 1 – one – main version older.
• Apple Safari. Current version or up to 1 – one – main version older.
• Google Chrome. Current version or up to 1 – one – main version older.

Other system requirements:

• Standard web access (https on port 443) to required domains.
• The browser must support Javascript and cookies.
• Integrations are established through API’s over SSL (port 443) or through secure ftp (sftp on port 22)

There are no specific requirements to PC or operating system.

Mobile applications support those mobile operating systems stated in the application description of the application stores of Apple and Google.

3. Guaranteed uptime

   • Simployer strives to ensure that all systems are operational 24 hours a day, 365 days a year.
   • Simployer commits to ensuring that the Subscription Services are operational (uptime) 99.5% measured over the measurement period.
   • For agreed upon and established integrations, Simployer commits to ensuring identical uptime on the part of the integration that is Simployer's responsibility according to the Agreement.
   • A measurementperiod is a full calendar month commencing at 00:00 hours on the first day of each month and concluding at 23:59 hours on the last day of the same month.
   • Periods of planned outages, extraordinary outages and customer caused outages as described in section 3, is considered uptime, and consequently not as downtime and interruption of delivery. 

4. Support response time

   • Simployer commits to the following initial response times, measured during business hours. An initial response is defined as a manual acknowledgment from a Simployer support representative confirming receipt of the request and providing an estimated timeframe or next steps for resolution.
   • P1 - Critical technical issue (e.g., system outage, loss of core functionality) - Within 4 hours
   • P2 - Standard technical issue (e.g., non-critical bug, degraded performance) - Within 16 hours
   • P3 - Administrative request (e.g., user setup, permission updates, general queries) - Within 24 hours
   • Opening hours are Monday to Friday from 08:00 to 16:00 CET. During the summer period from June 20th to August 20th, opening hours are adjusted to 08:00 to 15:30 CET. Officially recognized public holidays within the jurisdiction where the Subscription Services are provided are excluded from these hours.
   • Support requests that require counselling, training, consulting services, or other forms of extended assistance are not included in regular support and may be purchased as Professional Services in accordance with the Agreement.

5. Support Access Control and authorized contacts

   • Only individuals explicitly authorized by the Customer (“Authorized Support Contacts”) shall be entitled to contact Simployer Support and receive assistance. The list of Authorized Support Contacts shall be provided to Simployer upon signing of the Agreement and may be updated by the Customer from time to time upon written notice to Simployer.
   • Simployer reserves the right to deny support requests from individuals not included in the list of Authorized Support Contacts.
   • Simployer may, at its sole discretion, allow other Users access to limited support channels (e.g., Help Center or chatbot functionality), provided that such use is subject to Simployer’s acceptable use policies and does not include direct support from Simployer personnel.
   • The Customer is responsible for ensuring that Authorized Support Contacts are adequately trained and have the necessary internal authorization to act on behalf of the Customer in support-related matters.

6. Outages

   • Notification
     • Simployer shall notify the Customer of all scheduled outages as early as possible and preferably within 1 – one – month before the outage. Simployer operates a separate notification servicewhere the Customer can choose which operational alerts are to be received in which channel. The Customer is responsible for opting in/out of the relevant notification lists.
     • In the case of the Customer's need to change agreed upon and established integrations between the system and the Customer's 3. Party system, the Customer shall notify the Supplier as early as possible and preferably within 1 – one – month before the date of the required change. For such requests that require work on the part of Simployer, Simployer will invoice the Customer for elapsed time after the current hourly rate and the work will be performed as Professional Services.
   • Downtime
   • Downtime refers to any period during which the Subscription Services are unavailable or inoperable, resulting in an inability to perform material parts of their intended functions.
   • Downtime is measured from the moment Simployer is made aware of, or even reveals, an unforeseen outage (see below) and until the fault is rectified.
   • Any downtime on Customer's and other 3. Party systems outside of Simployer’s control that may arise due to errors in agreed upon and established integrations are not considered downtime in this context.
   • Downtime reporting
     • At the Customer's request, Simployer shall provide a standardized report of the last completed measurement period showing downtime and uptime.
   • Examples of outages
     • Scheduled outages
       These are periods during which the system maybe down for scheduled maintenance. An overview of scheduled outages is published in the notification service at least 1 – one – month before the interruption.
       Scheduled outages are not considered downtime.
     • Extraordinary outages
       These are periods during which the systems maybe down for maintenance and where maintenance needs have occurred suddenly and unforeseen based on factors over which the Supplier or the Supplier’s subcontractors have no control. 
       Extraordinary outages, for example, consist of (the list is not exhaustive):
       • Installation of critical fixes to operating system, antivirus, firewall, and the like.
       • Internet connection breaches of a national/regional nature
     • Extraordinary outages shall be published through the notification service as early as possible before the interruption. Extraordinary outages are not considered downtime.
     • Customer caused outages
       These are outages that are caused by the Customer. 
       Examples of such outages are (the list is not exhaustive):
       • Power failure, internet breaches and the like at the Customer or the Customer's subcontractor.
       • Settings in Customer's web browser, firewall/proxy that may lead to downtime.
       • Use of unsupported browsers.
       • Customer-generated errors in the database (for example, where the Customer deletes critical data in the application).
       • Errors occurred in, or errors that can be derived from, agreed and established integrations between the system and the Customer's 3. Party systems, where the errors origin from the Customer's 3. Party system or data foundation from the Customer's 3. Party system.
     • For Customer caused outages that requires work on the part of Simployer, the Supplier can invoice the Customer for elapsed time at the current hourly rate and the work shall be performed as Professional Services. Customer caused outages are not considered downtime.
     • Unforeseen outages
       These are unforeseen outages that can occur suddenly. 
       Examples of such outages are (the list is not exhaustive):
       • Power outages, line outages, server breakdowns and the like at Simployer or Simployer's subcontractors.
       • Errors in the system of such a nature that the Customer cannot perform the essential functions stated in the Documentation.
     • Unforeseen outages should be published through the notification service if possible. Unforeseen outages are normally considered downtime.
       
       

7. Changes in the Service Level Agreement 

   • The Supplier may amend or change the Service Level Agreement with effect from 30 days from the notice of change. Notice will be provided via e-mail. The most recent and effective version of the Service Level Agreement will at all times be available on the Suppliers website, see here.