Service Level Agreement
This Dealside Service Level Agreement (“SLA”) is incorporated into and forms a part of your agreement with Dealside BV (“Dealside”) with respect to your use of Dealside’s Services (“Agreement”). This SLA describes the support services (“Support Services”) available to Customer. This SLA incorporates the terms of the Agreement, and any terms not defined in this SLA shall have the meaning set forth in the Agreement.
Section 1. Definitions
“Downtime” means the total minutes in a given month in which the Subscription Service is unavailable, as defined by Service Level “P0 Critical” in Section 4. Downtime does not include any unavailability resulting from or caused by Scheduled Maintenance.
“Scheduled Maintenance” means the total minutes in a given month of any planned maintenance of the Subscription Service that has been communicated to Customer in advance, provided Customer has subscribed to notifications as described in Section 2.2.
“Standard Support” means Dealside’s basic Support Services, included free with all Dealside subscriptions.
Section 2. Availability of the Subscription Service
2.1. Uptime. During the Subscription Term of Customer’s Order Form, the Subscription Service will be at least 99,5% available on a monthly basis. The Monthly Uptime Percentage is calculated by subtracting from 100% the percentage of minutes during the month in which the Subscription Service was in the state of Downtime.
2.2. Scheduled Maintenance and Notifications. Scheduled Maintenance is not included by Dealside in availability calculations. Customer shall be notified in advance of the Scheduled Maintenances via website, currently https://status.askdonna.com/ as well as via the email notification function available there, provided Customer has subscribed to such notifications.
Section 3. Customer Support
3.1. Channels. Support can be contacted via the following channels, currently:
- Email: support@askdonna.com
- Help Center: https://support.askdonna.com
Only when contact is made via these channels official support tickets are opened and only in this way compliance with the agreed service levels is warranted.
3.2. Support Hours. Dealside shall provide Customer with Support Services during normal business hours (from Monday to Friday between 8 a.m. and 6 p.m. CET). Dealside shall provide Customer with Support Services after the onboarding process of Customer on the Subscription Service is completed. Dealside shall, during the aforementioned times, investigate and work to remedy any malfunctions of the Subscription Service in order to enable Customer to use the Subscription Service.
Section 4. Service Levels
4.1. Response and Resolution Times. Dealside agrees that it will provide a response to begin to diagnose and to correct an issue after notification by Customer within the response times as shown in the below table and within normal business hours as specified in section 3.2. Dealside will use commercially reasonable efforts to resolve the issues within the Resolution Time (as set forth below). The resolution of an issue or the partial resolution can also involve Customer being shown a workaround.
4.2. Priority Definitions. The priority levels of the reported issues are defined as follows:
Priority - P0 Critical
Definition: An error that renders the Subscription Service inoperable or causes the Subscription Service to operate incorrectly for all users, making it essentially unusable or impossible to work with the Subscription Service. This includes, for example:
- The Subscription Service is not available
- Login is not available
- Calling and chatting are not possible
Priority - P1 High
Definition: An error that negatively affects the usability or performance of the Subscription Service to an extent or restricts the use by the
Customer. This includes, for example:
- Calling or chatting is not possible
- No CRM action is possible
Priority -P2 Medium
Definition: An error that restricts use by Customer but does not have a priority level of Critical or High. The impact is an inconvenience. This includes, for example:
- Analytics dashboard does not work
- Notifications do not work
- Emails are not being sent
- Calling or chat history is not available
- Pre-meeting briefings do not work
Priority - P3 Low
A general question or concern concerning the use or implementation of the Subscription Service or a minor error raised by Customer that affects only one user and does not restrict the use by Customer. This includes, for example:
- Simple configuration or settings questions
- Single-interaction errors that do not recur
Section 5. Communication
5.1. Customer Obligations. Customer shall immediately inform Dealside of any errors by one of the means specified in Section 3.1. Customer shall provide Dealside with reasonable information and explanations, together with underlying data, regarding the malfunction that has occurred and shall reasonably assist Dealside in investigating, diagnosing and correcting a malfunction.
5.3. Dealside Obligations. Dealside shall promptly notify Customer of any known Downtime and provide regular status updates via the notification mechanism described in section 2.2.
Section 6. Disaster Recovery
6.1. Disaster Recovery Plan. Dealside will implement and maintain a disaster recovery plan to meet RTO and RPO targets specified in clause 6.2. Dealside will test the disaster recovery plan on an annual basis.
6.2. RTO and RPO. Dealside guarantees an RTO of 4 hours and an RPO of 4 hours.
Section 7. Term
7.1. Term. This Service Level Agreement enters into force together with the Agreement and shall remain in force during the Subscription Term.
Section 8. Support Limitations
8.1. Support Limitations. Notwithstanding the foregoing, Dealside has no obligation to provide any Support Services to Customer or its Authorized Users:
(i) if Customer is in breach of any of the use restrictions set forth in Section 3.5. (Prohibited Use) and Section 3.8 (AI Literacy and Responsible Use) of the Agreement; (ii) for any malfunction of any Customer device or hardware; (iii) for inaccessibility or malfunctioning of any telecommunications services; (iv) for any inaccuracies, errors, or omissions in outputs generated by the Subscription Service’s artificial intelligence features, to the extent such outputs result from data, prompts, or configurations provided by Customer and are produced by the AI features functioning as intended; (v) unavailability or malfunction of an integrated system; or (vi) any Trial Services.
