Service Level Agreement (SLA)

This Service Level Agreement ("SLA") applies to all Axaz customers utilizing the Axaz Insight Tool. It outlines service expectations, performance metrics, and support commitments.
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1. Scope of Services

This SLA applies to the core Axaz Insight Tool platform provided to customers under their respective contracts, including:

• Core functionalities of the Axaz Insight Tool.
• Regular maintenance, updates, and customer support services.

2. Service Availability

Axaz commits to providing the Axaz Insight Tool with a minimum monthly uptime of 98.00%, excluding scheduled maintenance and exceptions outlined in Section 6.

• Measurement Period: Monthly
• Definition of Downtime: A period when the Axaz Insight Tool is unavailable due to system failures within Axaz's control.

3. Support Services
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3.1 Support Hours

Axaz provides support during the following hours:

• Standard Support: Business days Monday–Friday, 09:00–15:00 CET.
• Emergency Support: Available 24/7 for Critical (P1) issues. (Available in the Axaz Managed Service premium plan only.)

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3.2 Support Channels

Customers can contact Axaz support via:

• Email: support@axaz.com
• Phone: +47 22 18 00 00
• Ticketing System: Included in Managed Service plans only.

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3.3 Response and Resolution Times

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4. Maintenance and Updates
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4.1 Scheduled Maintenance

Axaz will conduct scheduled maintenance to enhance service reliability:

• Customers will be notified at least 7 days in advance of planned maintenance.
• Maintenance will typically occur during low-usage hours (e.g., after 17:00 CET on weekdays or on Sundays).

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4.2 Unscheduled Maintenance

In the event of urgent issues, Axaz may perform unscheduled maintenance with prior notification where feasible.

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5. Performance Metrics and Reporting

Axaz will monitor and report on the following performance metrics:

• Uptime percentage: Measured monthly and available upon request.

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6. Exclusions

This SLA does not apply to interruptions or issues arising from:

• Events outside Axaz's reasonable control, including natural disasters, government actions, widespread internet outages, or failures of third-party cloud infrastructure providers (e.g., Upcloud).
• Customer actions or inactions (e.g., misuse, non-compliance with guidelines).
• Issues caused by third-party services or integrations not managed by Axaz.
• Scheduled maintenance within agreed-upon windows.

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7. Remedies for SLA Breach

If Axaz fails to meet the agreed service levels, Customers may be eligible for service credits:

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• Submission Period: Requests for service credits must be submitted within 30 days of the incident.
• Service credits are the Customer's sole and exclusive remedy for uptime failures.

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8. Amendments and Updates

Axaz reserves the right to update this SLA with 30 days' advance notice, communicated through email or the customer portal.

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9. Governing Law

This SLA is governed by the laws of Norway, without regard to its conflict of law principles. Disputes shall be subject to the exclusive jurisdiction of the District Court of Oslo (Oslo tingrett).