MyProduction Cloud Service Level Agreement

Updated November 27th 2020

This Service Level Agreement (“SLA”) applies to MyProduction Cloud Services (“Service” / “Services”) provided your contract or order form specifies that you are eligible for the SLA.

 

Service Availability

MyProduction shall use commercially reasonable effort to make sure that the Services will be operational and available to the Client 24 hours per day, 7 days per week at least 95 % of the time in any calendar month, except for (i) scheduled downtime due to maintenance and updated and (ii) downtime caused by circumstances beyond MyProduction’s reasonable control, including without limitation, force majeure, acts of government, flood, fire, earthquakes, civil unrest, acts of terror, strikes or other labour problems, telecommunications or network failures or delays, computer failures involving hardware or software not within MyProduction possession or reasonable control and acts of vandalism (including network intrusions and denial of service attacks), but only if such unavailability results notwithstanding the exercise of reasonable care and diligence to avoid or mitigate the same in anticipation of or in response to such causes. 

Where reasonably possible, MyProduction shall provide 24 hours advance notice to Client of planned downtime in excess of 30 minutes.

 

Notification of changes

MyProduction shall provide information about major upgrades or changes to functionality that affects Client at least 30 days in advance.

 

Support

MyProduction will provide support via web tickets, chat, and email during European Business Hours (08:00 – 16:00 Oslo Time) with the exception of some National Holidays (list on MyProduction website) (“Support Window“).

Expected response times during the Support Window vary by incident severity:

 

Level 1 – Critical

Definition: Complete failure of the Service, including but not limited to complete inability to access or use the service.

Expected Response Time: 1 hour

 

Level 2 – High

Definition: Essential functionalities are disrupted

Expected Response Time: 2 hours

 

Level 3 – Medium

Definition: Partial or limited loss of functionality

Expected Response Time: 4 hours

 

Level 4 – Low

Definition: Inconvenience, but not impacting performance

Expected Response Time: 24 hours