{"id":5479,"date":"2021-03-18T10:05:22","date_gmt":"2021-03-18T10:05:22","guid":{"rendered":"https:\/\/sofialocks.com\/acuerdo-de-nivel-de-servicio\/"},"modified":"2023-07-17T14:39:25","modified_gmt":"2023-07-17T14:39:25","slug":"service-level-agreement","status":"publish","type":"page","link":"https:\/\/sofialocks.com\/es\/service-level-agreement\/","title":{"rendered":"Service level agreement"},"content":{"rendered":"\n<div class=\"wp-block-columns ticss-6af6ff8b is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column ticss-0b7286d1 is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"content\">\n     \n          <div class=\"container-fluid SO_row SO_half_row\">\n            <div class=\"row\">\n              <div class=\"col-md-9\">\n                <div class=\"verticalCenter\">\n                  <div class=\"textContainer\">\n                    <h2 class=\"displayText\">1. Description of Services Covered<\/h2>\n                    <p class=\"largeParagraph\">This Service and Support Level Commitment (\u201cSLA\u201d) covers the following service levels in relation to the Subscription Service: availability, problem response support, problem resolution support, and system performance. Definitions<\/p>\n                    <ul>\n                      <li>\u201cFunction\/Functionality\u201d means a material feature or functionality described in the Subscription Service Specifications.<\/li><li>\u201cScheduled Uptime\u201d means all hours (i.e. 24 x 7 x 365).<\/li><li>\u201cSubscription Service Availability\u201d means the percentage of time that the Subscription Service is in service and fully available for access and data input by the Client, and is calculated as follows: for each month, the aggregate amount of actual uptime expressed as a percentage of the Scheduled Uptime (i.e. Subscription Service Availability = Actual Uptime\/Scheduled Uptime). When the Subscription Service is not in service and not fully available for access and data input by the Client, the Subscription Service shall be deemed to be \u201cUnavailable\u201d as such term is used in the table in Section 3 below.<\/li>\n                    <\/ul>\n                  <\/div>\n                <\/div>\n              <\/div>\n            <\/div>\n          <\/div>\n\n          <div class=\"container-fluid SO_row SO_half_row\">\n            <div class=\"row\">\n              <div class=\"col-md-9\">\n                <div class=\"verticalCenter\">\n                  <div class=\"textContainer\">\n                    <h2 class=\"displayText\">2. Response &#038; Resolution Service Levels<\/h2>\n                    <p class=\"largeParagraph\">Service Level Credits will be owed by Sofia Locks to the Client only if Sofia Locks fails to meet the service availability thresholds set forth in Section 3 below.<\/p>\n\n                    <table class=\"SO_largeTable\">\n                      <tbody><tr class=\"tableHeader\">\n                        <td>\n Service\n                        <\/td>\n                        <td>\n Service level\n                        <\/td>\n                      <\/tr>\n                      <tr>\n                        <td>\n Subscription Service Availability\n                        <\/td>\n                        <td>\n 95,00% of uptime for Host &#038; Managers (on a monthly basis)<br\/>99,00% of uptime for Guests (on a monthly basis)\n                        <\/td>\n                      <\/tr>\n                    <\/tbody><\/table>\n\n                  <\/div>\n                <\/div>\n              <\/div>\n            <\/div>\n          <\/div>\n\n          <div class=\"container-fluid SO_row SO_half_row\">\n            <div class=\"row\">\n              <div class=\"col-md-9\">\n                <div class=\"verticalCenter\">\n                  <div class=\"textContainer\">\n                    <h2 class=\"displayText\">3. Problem Response &#038; Resolution Service Levels<\/h2>\n                    <p class=\"largeParagraph\">Sofia Locks will respond to and resolve problems identified by the Client as set forth in the table below. In addition, once a problem has been reported, during the time period in which Sofia Locks is seeking to fix that problem, additional reportings of the same problem do not restart the time period for resolving such problem.<\/p>\n\n                    <table class=\"SO_largeTable\">\n                      <tbody><tr class=\"tableHeader\">\n                        <td>\n Problem Severity Level\n                        <\/td>\n                        <td>\n Response Time Service Level\n                        <\/td>\n                        <td>\n Resolution Time Service Level\n                        <\/td>\n                      <\/tr>\n                      <tr>\n                        <td>\n Level 1: A Function is unavailable and prevents to access the room or the Building for all credentials and configurations already present in the system\n                        <\/td>\n                        <td>\n Sofia Locks will respond to and Sofia Locks\u2019s senior engineers will commence efforts to fix Level 1 problems within 30 minutes after the Client reports such problem or Sofia Locks\u2019s detection of such problem, whichever is earlier.\n                        <\/td>\n                        <td>\n Sofia Locks will use commercially reasonable efforts, twenty four (24) hours per day, seven (7) days per week, to as quickly as possible resolve or provide the Client with an acceptable workaround for the applicable Level 1 problem.\n                        <\/td>\n                      <\/tr>\n                      <tr>\n                        <td>\n Level 2: A Function is unavailable but does not prevent to access the room or the Building for all credentials and configurations already present in the system\n                        <\/td>\n                        <td>\n Sofia Locks will respond to and will commence efforts to fix Level 2 problems no later than eight (8) business hours after the Client reports such problem or Sofia Locks\u2019s detection of such problem, whichever is earlier.\n                        <\/td>\n                        <td>\n Sofia Locks will use commercially reasonable efforts, during normal business hours, to resolve or provide Subscriber with an acceptable solution for the Level 2 problem within seven (7) business days after the Client reports such problem or Sofia Locks\u2019s detection of such problem, whichever is earlier.\n                        <\/td>\n                      <\/tr>\n                      <tr>\n                        <td>\n Level 3: A Function is impaired but does not prevent to access the room or the Building for all credentials and configurations already present in the system\n                        <\/td>\n                        <td>\n Sofia Locks will respond to Level 3 problems within one hundred twenty (120) hours for Enterprise Support Subscribers, after the Client reports such problem or Sofia Locks\u2019s detection of such problem, whichever is earlier.\n                        <\/td>\n                        <td>\n Sofia Locks will resolve or provide the Client with a reasonably acceptable work around for the Level 3 problem within sixty (60) business days after the Client reports such problem or Sofia Locks\u2019s detection of such problem, whichever is earlier. Sofia Locks will provide a permanent fix in the next Update.\n                        <\/td>\n                      <\/tr>\n                    <\/tbody><\/table>\n\n                  <\/div>\n                <\/div>\n              <\/div>\n            <\/div>\n          <\/div>\n\n          <div class=\"container-fluid SO_row SO_half_row\">\n            <div class=\"row\">\n              <div class=\"col-md-9\">\n                <div class=\"verticalCenter\">\n                  <div class=\"textContainer\">\n                    <h2 class=\"displayText\">4. Service Level Credits<\/h2>\n                    <p class=\"largeParagraph\">4.1 The table below sets forth Service Level Credits to which the Client will be entitled to. In order to be entitled to Service Level Credits, the Client must provide Sofia Locks with written notice no later than the end of the Term during which the breach occurred:<\/p>\n\n                      <table class=\"SO_largeTable\">\n                        <tbody>\n                          <tr class=\"tableHeader\">\n                            <td colspan=\"1\" rowspan=\"2\" style=\"max-width: 300px;\">\n The aggregate amount of time that the Subscription Service is Unavailable in a calendar month is more than\u2026\n                            <\/td>\n                            <td colspan=\"3\" rowspan=\"1\">\n OR Response Time (At least on during the month) More Than\u2026\n                            <\/td>\n                            <td colspan=\"1\" rowspan=\"2\">\n THEN Service Level Credit of &#8230;\n                            <\/td>\n                          <\/tr>\n                          \n                          <tr>\n                            <td colspan=\"1\" rowspan=\"1\">\n Level 1\n                            <\/td>\n                            <td colspan=\"1\" rowspan=\"1\">\n Level 2\n                            <\/td>\n                            <td colspan=\"1\" rowspan=\"1\">\n Level 3\n                            <\/td>\n                          <\/tr>\n                          <tr class=\"centeredRow\">\n                            <td colspan=\"1\" rowspan=\"1\">\n 10% of SLA\n                            <\/td>\n                            <td colspan=\"1\" rowspan=\"1\">\n 1 hour\n                            <\/td>\n                            <td colspan=\"1\" rowspan=\"1\">\n 8 hour\n                            <\/td>\n                            <td colspan=\"1\" rowspan=\"1\">\n 72 hour\n                            <\/td>\n                            <td colspan=\"1\" rowspan=\"1\">\n  5%\n                            <\/td>\n                          <\/tr>\n                          <tr class=\"centeredRow\">\n                            <td colspan=\"1\" rowspan=\"1\">\n 20% of SLA\n                            <\/td>\n                            <td colspan=\"1\" rowspan=\"1\">\n 2 hours\n                            <\/td>\n                            <td colspan=\"1\" rowspan=\"1\">\n 16 hours\n                            <\/td>\n                            <td colspan=\"1\" rowspan=\"1\">\n 96 hours\n                            <\/td>\n                            <td colspan=\"1\" rowspan=\"1\">\n  10%\n                            <\/td>\n                          <\/tr>\n                          <tr class=\"centeredRow\">\n                            <td colspan=\"1\" rowspan=\"1\">\n 30% of SLA\n                            <\/td>\n                            <td colspan=\"1\" rowspan=\"1\">\n 4 hours\n                            <\/td>\n                            <td colspan=\"1\" rowspan=\"1\">\n 120 hours\n                            <\/td>\n                            <td colspan=\"1\" rowspan=\"1\">\n 120 hours\n                            <\/td>\n                            <td colspan=\"1\" rowspan=\"1\">\n  15%\n                            <\/td>\n                          <\/tr>\n                        <\/tbody>\n                      <\/table>\n\n                    <p class=\"largeParagraph\">4.2 The Service Level Credits will be applied against the next payment due to Sofia Locks for the Subscription Services.<br\/>4.3 Sofia Locks will monitor its actual performance of the Subscription Service against these service levels. Sofia will have to notify the Client in case the SLA is not respected.<br\/>4.4 Scheduled maintenance will not be considered in the SLA computation. Sofia Locks will notify the Client about a scheduled maintenance two weeks before for ordinary maintenance and 24 hours before for extraordinary maintenance (for example, zero day security bugs).<br\/>4.5 If a single incident gives rise to a breach of multiple Service Levels, as determined by Sofia Locks in its reasonable judgment, then the Client will only be entitled to a Service Level Credit for the breach that is associated with the largest Service Level Credit.<\/p>\n                  <\/div>\n                <\/div>\n              <\/div>\n            <\/div>\n          <\/div>\n\n        <\/div> <!-- content -->\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:10vh\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>1. Description of Services Covered This Service and Support Level Commitment (\u201cSLA\u201d) covers the following service levels in relation to the Subscription Service: availability, problem response support, problem resolution support, and system performance. Definitions \u201cFunction\/Functionality\u201d means a material feature or functionality described in the Subscription Service Specifications. \u201cScheduled Uptime\u201d means all hours (i.e. 24 x&hellip;&nbsp;<a href=\"https:\/\/sofialocks.com\/es\/service-level-agreement\/\" rel=\"bookmark\">Leer m\u00e1s &raquo;<span class=\"screen-reader-text\">Service level agreement<\/span><\/a><\/p>\n","protected":false},"author":4,"featured_media":5009,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_uag_custom_page_level_css":"","neve_meta_sidebar":"","neve_meta_container":"","neve_meta_enable_content_width":"","neve_meta_content_width":0,"neve_meta_title_alignment":"","neve_meta_author_avatar":"","neve_post_elements_order":"","neve_meta_disable_header":"","neve_meta_disable_footer":"","neve_meta_disable_title":"","_themeisle_gutenberg_block_has_review":false,"footnotes":""},"categories":[],"tags":[],"class_list":["post-5479","page","type-page","status-publish","has-post-thumbnail","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Service level agreement - Sofia part of ISEO<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/sofialocks.com\/es\/service-level-agreement\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Service level agreement - Sofia part of ISEO\" \/>\n<meta property=\"og:description\" content=\"1. 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Description of Services Covered This Service and Support Level Commitment (\u201cSLA\u201d) covers the following service levels in relation to the Subscription Service: availability, problem response support, problem resolution support, and system performance. Definitions \u201cFunction\/Functionality\u201d means a material feature or functionality described in the Subscription Service Specifications. \u201cScheduled Uptime\u201d means all hours (i.e. 24 x&hellip;&nbsp;Leer&hellip;","_links":{"self":[{"href":"https:\/\/sofialocks.com\/es\/wp-json\/wp\/v2\/pages\/5479","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/sofialocks.com\/es\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/sofialocks.com\/es\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/sofialocks.com\/es\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/sofialocks.com\/es\/wp-json\/wp\/v2\/comments?post=5479"}],"version-history":[{"count":0,"href":"https:\/\/sofialocks.com\/es\/wp-json\/wp\/v2\/pages\/5479\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/sofialocks.com\/es\/wp-json\/wp\/v2\/media\/5009"}],"wp:attachment":[{"href":"https:\/\/sofialocks.com\/es\/wp-json\/wp\/v2\/media?parent=5479"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/sofialocks.com\/es\/wp-json\/wp\/v2\/categories?post=5479"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/sofialocks.com\/es\/wp-json\/wp\/v2\/tags?post=5479"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}