Service Level Agreement
Definition and Response Time for Support Incidents
At FOSS we aim to be a responsible and trusted partner to our customers and business partners. Thus, we do our utmost to ensure that the data we are trusted to manage is processed as safely as possible, respecting the individual’s rights to privacy as well as applicable laws on data privacy, data protection and data security.
This policy provides you with an overview of the principles that apply within our group of FOSS companies regarding collection and processing of personal data. It is meant to inform you about our use of any personal data we collect from you directly, or indirectly via third party data providers.
| Severity Level | Critical | High | Medium | Low |
| Definition | An Error that (a) renders the Service completely inoperative, or (b) makes Customer’s use of material features of the Service impossible, with no alternative available. | An Error that (a) has a high impact to key portions of the Service, or (b) seriously impairs Customer’s use of material features of the Service and Customer cannot reasonably circumvent or avoid the Error on a temporary basis without the expenditure of significant time or effort. | An Error that has a medium-to-low impact on the Service, but Customer can still access and use some functionality of the Service. | An Error that has low-to-no impact on Customer’s access to and use of the Service. |
| Detection | FOSS IQX is monitored 24×7 in order to detect and resolve critical incidents proactively without need for customer to contact FOSS IQX Support. | Customer contact or by FOSS IQX Monitoring | Customer contact | Customer contact |
| Initial Response Time Targets | 1 hour | 4 hours | 2 working days | 1 week |
| Support Hours | 24×7 | Mon-Fri 8AM – 4PM CET/CEST 8AM – 4PM CST/CDT | Mon-Fri 8AM – 4PM CET/CEST 8AM – 4PM CST/CDT | Mon-Fri 8AM – 4PM CET/CEST 8AM – 4PM CST/CDT |
Availability of FOSS IQX
- “Available” means that the software service in the form provided by FOSS, is capable of processing and responding to incoming request from Users or Instruments which have been properly transmitted over the Internet. “Availability” has the corresponding meaning. Specific issues with individual users or instruments do not necessarily mean that the software service is not available.
- Target for availability is minimum 99.5% measured over 3 months interval, excl. planned maintenance.
How to Reach FOSS IQX Support
Email: support@iqx.net