This Service Level Agreement (the “SLA”), as part of our Terms of Service, details the measures we take in order to ensure the availability of Nimity and the Services.
1. Service Overview
Description: We agree to provide access to Nimity and use the Platform, including the features and functionalities described in the Terms of Service, during the applicability of such terms.
Availability: We aim to provide the Services to you with a System Availability of at least 99.9%(“SA”) during business hours each calendar month. If Nimity does not meet the SA for a period of 3 months in a row, and you accomplished your obligations according to these Terms, you may terminate your account with us. This is the only remedy you will receive in this case.
2. System Availability
Percentage of Minutes per Month. "System Availability" means the percentage of minutes in a month that the key components of the Service are operational.
Not Included in "System Availability. "System Availability" will not include any minutes of downtime resulting from
3. Support and Maintenance
Support Channels: We will provide technical support via email, telephone, ticketing system, or other agreed-upon channels during business hours: 08:00 – 17:00 CET. Since Nimity does not have access to the data made available on the platform by the company’s administrator (including stakeholder data), should you require hands-on support on your account, you must specifically invite someone from our support team to view/edit the information, always having the option to cancel such viewing/editing rights.
Response Time: We will use commercially reasonable efforts to respond to support requests within a reasonable time frame, typically within 24 hours during the agreed support hours.
Maintenance: We may conduct scheduled maintenance activities in respect to the Services/Platform. If feasible, we’ll do our best to provide you with prior notice, and efforts will be made to minimize service disruptions during these maintenance windows.
4. Performance and Reliability
Performance: We will make reasonable efforts to ensure that Nimity performs adequately, including maintaining reasonable response times for user interactions and data processing.
Data Backup: We will perform regular backups of your data as part of our standard operating procedures to ensure data integrity and availability.
Since this SLA is an integral part of the Terms, clause 7 of such Terms is fully applicable hereto.