These terms describe the service levels IntelliSystems s. r. o. provides for the management and support of storage and backup solutions. The specific scope, prices and contractual penalties are always set out in the contract with the customer. Where the contract differs from these terms, the contract prevails.
This is a translation. In case of any discrepancy, the Slovak version prevails.
1. Service levels
We set the service level for each customer individually, based on how critical their environment is. The contract specifies in particular:
- critical incident response time
- support hours (business hours or 24/7/365)
- on-site service time
- monitoring scope and frequency
- data recovery test frequency
2. Incident classification
- Critical - complete service outage or risk of data loss.
- High - significant loss of functionality, but the service remains available.
- Normal - partial fault or request with no impact on operations.
The agreed response time applies to critical incidents. Other incidents are scheduled as agreed with the customer.
3. What response time means
Response time is the time from when an incident is reported until our technician starts working on it. It is not the time to full resolution. For incidents detected by our monitoring, it starts when the event is captured.
4. Reporting incidents
Incidents are reported by the customer's contact person named in the contract, through the channels specified in the contract. A report should include a description of the problem, the affected system and the contact details of the responsible person.
5. Planned maintenance
We announce planned maintenance in advance, within the notice period agreed in the contract. We prefer to carry it out outside the customer's business hours. Planned maintenance does not count as service unavailability.
6. Exclusions
The SLA does not cover outages caused by:
- actions of the customer or a third party without our involvement,
- power or connectivity failures on the customer's side,
- force majeure,
- hardware or software not covered by the contract.
7. Reports and contractual penalties
The customer receives regular reports on SLA performance and recovery test results. If a response time is not met, the customer is entitled to a contractual penalty or discount, the amount of which is set out in the contract.