Service-Level Agreement
Last updated: 2023-09-07
This attachment provides details about the Service-Level Agreement (SLA) for the cloud platform delivered by Gordon Services AB. This SLA is intended to establish the quality and performance levels for the provided cloud service and create clarity about the supplier’s responsibilities and customer expectations.
Support
Reported issues will be handled and addressed according to the schedule below:
Priority levels and definitions
Reported issues will be handled and addressed according to the schedule below:
Availability and ways of contact
Support is available via email and phone during weekdays (Monday to Friday) between 8:00 am and 6:00 pm local time.
For urgent incidents, support is offered via phone between 7:00 am and 10:00 pm local time on weekdays and during weekends.
For response times and support request procedures, see the schedule above.
Uptime
The provider commits to providing an uptime of 99.7% (percent) for the cloud-based platform according to this Service Level Agreement (SLA). Uptime is measured over a one-month period. Uptime is calculated as follows:
(Total time – Total downtime) / Total time * 100.
The calculation period is one month and is defined as the period from the first day of the month at 00:00:00 UTC to the last day of the month at 23:59:59 UTC.
Tolerated downtime is defined as the total accumulated time during the calculation period when the Service is not available to the customer. Tolerated downtime does not include planned maintenance windows communicated in advance to the customer.
If the Provider does not meet the promised uptime target of 99.7% during a given month, the Customer shall be entitled to compensation (text message cost not included). The size of the service credit is based on the following compensation bracket.
Upgrades and maintenance
The platform will strive to minimize disruptions or disturbances in the service during upgrade and maintenance periods.
Upgrades or changes that may affect integration with the customer will be communicated in advance.
Both parties will bear their own development costs for any integrations.
Data protection and security
The platform will take reasonable measures to protect customer data from accidental loss or unauthorized access.
Data will be regularly backed up according to a predefined schedule.
Access to customer data is limited to authorised personnel (see “Roles and Access”) and will not be shared to third parties without written consent from Customer.
Reporting and monitoring
The provider will provide regular reporting on the platform’s performance and availability, including information about downtime and actions taken to address any issues.
A monitoring mechanism will be in place to detect and manage any operational deviations and issues in real-time.
Customer-reported errors will be tracked and monitored to ensure a swift and accurate response.
Responsibility
The Provider is responsible for providing and maintaining the SaaS platform itself, including the operational environment and system updates.
The Customer is responsible for using the platform according to provided guidelines and for providing accurate and up-to-date information to ensure the platform’s proper functioning.
The Provider is responsible for managing errors and disruptions caused by its own factors, including system faults and operational interruptions.
The Customer is responsible for reporting any problems and errors to the Provider and cooperating in the troubleshooting process.
Both parties are responsible for protecting and backing up their own data and using appropriate security measures, such as strong passwords and protection against unauthorized access.
In the event of an operational disruption or performance deviation caused by an action on the customer’s part, the Provider cannot be held responsible.
Roles and Access
Designated personnel from the following departments will have access to the Customer’s account and its data. These are listed below together with the purpose of their access.
Tech – To ensure platform performance, be able to answer technical questions and troubleshoot any technical issues.
Traffic control/customer service – To be able to help the customer’s internal logistics department with any operational questions.
Finance – For the purpose of collecting and double-checking data in connection with invoicing.
Gordon is a cloud-based platform that empowers retailers to manage, track, and optimise their last mile deliveries.