Last modified at: August 17 2023
Below are links to the Terms of Service and Service Level Agreements (SLA) for our third-party service providers.
The SLA's for Ardoq and Appfarm are provided below this section.
The Service are provided "as is" as standardized service; the right to use is not conditional or tied to a specific version or functionality at a certain time, but allows access to and use of the Service as is at all times.
Ardoq reserves the right to make improvements, add, modify or remove functionality, or correct any errors or defects in the Service at its sole discretion, without any obligation or liability resulting from such act or defects. Ardoq will however not remove functionality which in Ardoq’s reasonable opinion must be considered as core functionalities for a service such as the Service.
Ardoq and the Customer agree that the Service will not always be completely free of errors and that the improvement of the Service is a continuous process. The Customer is also aware that successful use of the Service is dependent on equipment and factors (such as sufficient internet connection) that the Customer has the responsibility for. Ardoq is not liable for the discontinuance or disruption of the operation of the Service caused by the Internet or any third party service the Customer needs in order to access the Service, including operating systems etc.
Ardoq is available on the following browsers:
And have the following system requirements for best performance:
Third party software and operating system updates etc. may influence the usability of the Service, and Ardoq has no responsibility in this regard. Ardoq will however always use best efforts to accommodate and develop the Service for updates etc. on supported operating systems.
Ardoq is only responsible for the functioning of the Service as such, and undertakes the following obligations regarding error handling with regards to the Service:
The repair time stated in the table above starts when the Customer has given Ardoq notice of the error and sufficient information to assess and understand what the error comprises. Notice shall be given by written e-mail to email@example.com or via Ardoq’s online chat channel, available both within the Service and on https://www.ardoq.com.
If Ardoq has not succeeded in curing a category A or B error within the repair time stated, the Customer is entitled to a period of free extension of the service, and must claim such free extensions within 90 days after the error notification was sent to Ardoq. The free extension for failing to meet the repair time for category A errors shall be 14 days. For category B errors the free extension shall be 4 days. For category C errors no free extension is given. Total free extension periods per year is limited to 28 days. The above described free extensions shall be the only claim the Customer may be entitled to in case of failure to meet the repair times stated above.
A category A error lasting more than 10 days is considered a material breach. The same applies for a category B error lasting more than 20 days.
Planned downtime is not considered an error. Downtime may be necessary to perform updates or maintenance in hardware or software from time to time. Ardoq may have planned downtime up to 10 times each calendar year. Planned downtime shall always be notified at least five (5) business days in advance and shall be done outside of normal business hours (0900-1700 CET) if possible. For planned downtime of up to 24 hours, notification shall be given at least ten (10) days’ in advance. Planned downtime according to this clause is not considered as a breach of contract.
Ardoq may use sub-contractors to provide the Service including all support and maintenance. To the extent a subcontractor processes personal data for which the Customer is data controller, the Data Processing Agreement sets out requirements in this regard.
Ardoq shall provide backup of the Customer’s data, to restore it after a data loss event.
For support purposes, Ardoq has internal administrators who can access Customers’ data. Ardoq will never access Customers’ data without prior approval from the Customer. Logs are kept of any access by Ardoq administrators.
The terms set out herein apply to all use of Appfarm products and services unless otherwise explicitly set out in the Appfarm Subscription Form, the Software Service Agreement or otherwise agreed in writing between the Parties.
Appfarm Customers depend on stability and integrity with respect to access to our services and service stability is a key priority for Appfarm in all operations.
This Service Level Agreement describes which expectation our Customers can have with respect to service availability and error correction in the event of disruption of service and other support requests. The services under this Service Level Agreement will be available only for the appointed administrator users of the Customer who in turn will be responsible for managing service requests and inquiries from internal and external parties.
1 OVERALL RESPONSIBILITIES TO MAINTAIN AVAILABILITY AND PERFORMANCE OF THE SERVICES
Appfarm undertakes to establish and maintain a service organisation available to assist the Customer in a timely and professional manner in the event of software malfunction or other errors to the Service and/or additional service requests made by the Customer.
Even though Appfarm cannot guarantee that the Service as defined in the Software Service Agreement will be performed error-free or uninterrupted, or that Appfarm will be able to remedy errors or defects that occur in the Service, Appfarm will use all reasonable efforts to ensure that all Customers have continued and reliable access to the Service. Consequently, Appfarm will respond to the Customer service inquiries in accordance with the service levels and routines as described in this Service Level Agreement.
2 SERVICE AVAILABILITY
Appfarm is responsible for hosting, maintenance and supervision of the Service, including technical infrastructure and functional performance. In principle, the Service shall be available for the Customer all day all year other than in the event of planned maintenance or scheduled downtime.
Any planned downtime with effect on end user applications with an expected downtime of 15 minutes or more shall be communicated to the Customer a minimum of 3 working days in advance. Scheduled downtime shall be planned to time periods when expected use of the Software is at a minimum (e.g., nights).
In the case of any unexpected downtime, Appfarm shall promptly investigate the root cause of the issue, and as soon as possible inform the customers through https://status.appfarm.io/, including information about a plan of action and best estimate of time to completion. Appfarm shall keep the Customer regularly informed with current status of the issue until the Service is restored. However, Appfarm cannot be held liable for any costs or loss, direct or indirect, that the Customer might incur as a result of lack of availability of the Service.
3 WARRANTY INCIDENTS – SOFTWARE FLAWS AND ERRORS
Appfarm undertakes to initiate action to correct software malfunctions and errors covered by the Appfarm warranty as set out in the Software Service Agreement upon request of the Customer.
Upon receipt of notification from the Customer, Appfarm will initiate work based on the following priority schedule system:
Services are provided only within normal office hours (0800-1600 CET). Availability outside office hours are available upon request unless covered by the agreed SLA.
In the unlikely event that Appfarm does not meet its response times for P1 and P2 category incidents, the Customer will be entitled to a compensation, deductible against subsequent fees and costs, at a rate of NOK 400 per hour calculated in 30 minute increments, up until Appfarm has initiated its response in accordance with this SLA.
4 SLA EXCLUSIONS FOR SOFTWARE F LAWS OR ERROR
Appfarm is not responsible for any failure to meet any obligation under this Service Level Agreement relating to software flaws or errors for which Appfarm is responsible under the Software Service Agreement in the following situations:
a) Where the failure is caused by planned maintenance. Planned maintenance is maintenance of which notice has been given in advance to the Customer by Appfarm. Usually, Appfarm will endeavor to give at least 1 week’s notice in writing of planned maintenance, but this may not always be possible in cases of emergency or upstream vendor maintenance.
b) Where the failure is caused by the Customer, through either a failure to comply with the Customer obligations in this Service Level Agreement or the Software Service Agreement or a failure of equipment or utilities supplied or controlled by the Customer, or through a failure to follow the requisite change control and reporting obligations, hereunder where the failure is the result of modeling errors or similar circumstances controlled by the Customer.
c) Where the failure is caused or extended by a failure by the Customer to fully assist Appfarm in fault correction (for example by preventing or delaying access to Customer resources or where a designated Customer contact is unreachable using the agreed contact details).
d) Where the failure is attributable to errors, malfunctions, updates or similar changes in and to software systems to which applications in connection with the Service have been integrated.
e) Where the failure is caused by any other circumstances that are beyond Appfarm’s reasonable control.
5 REPORTING PROCEDURES
All inquiries concerning software flaws and errors under this SLA shall be reported to the Appfarm Service Desk via e-mail: firstname.lastname@example.org, and will be assigned a unique service request identification for all further correspondence.
All inquiries shall include a clear and evident description of the situation and should thoroughly explain the behavior of the event and its consequences for the use of the Service as well as a description of the proposed assistance needed.
6 TERM AND TERMINATION
This Service Level Agreement shall remain in force for the full term of the Software Service Agreement under which the Customer is granted access to the Services and lapses upon the expiry of the Software Service Agreement.
7 GOVERNING LAW – LEGAL VENUE
This Agreement is governed by the substantive laws of Norway and any and all disputes related to the Agreement are subject to the exclusive jurisdiction of Oslo tingrett (municipal court).