1.1 Unless otherwise agreed in writing, this support and service level agreement (“SLA”) is applicable between Customer and Normative and is incorporated in the Agreement between Customer and Normative by reference in the Order Form and/or by reference on www.normative.io and apply in addition to the General Terms and the Special Terms.
2.1 In this SLA the terms listed below shall have the following meanings. In addition, all other definitions used in this SLA shall, unless otherwise specified, have the same meaning as set out in the General Terms.
“Agreed Availability” per calendar month is 99,5%.
“Agreed Hours of Service” means 24 hours a day, every week of every month.
“Availability” means that the Service is available for use by the Administrator User of the Customer.
“Downtime” means the period of time that Availability has not been met, with a deduction for the time of Permitted Downtime and with the exclusions stated in this SLA. Downtime is calculated from the moment in time the Service cannot be used by Customer until the Service is Available.
“Permitted Downtime” means downtime resulting from the following: (i) planned downtime, of which Customer has received at least three (3) business days prior notice, or longer if reasonably possible for Normative to do so (with notices being given by Normative by posting to https://status.normative.io/, to which Customer may subscribe), (ii) unscheduled maintenance in case of actual or anticipated emergency (including but not limited to maintenance, upgrades or patches to resolve immediate problems causing Service instability or vulnerabilities), and (iii) unavailability for reasons beyond Normative’s reasonable control.
“Monthly Fee” means the average monthly Subscription Fee (excluding VAT) based on the preceding twelve (12) months, payable by Customer to Normative in accordance with the Agreement. For the avoidance of doubt, in the event that Customer pre-pays the Subscription Fee for twelve (12) months, the Monthly Fee shall be the average monthly amount, i.e. the pre-paid twelve (12) months’ fee divided by twelve (12).
3.1 The purpose of this SLA is to define the delivery commitments of Normative and to specify the service levels according to which Normative shall provide the Service.
4.1 Normative will at no additional cost provide the Customer with technical support related to the Customer’s access and use of the Service. Any such technical support will be provided in Normative’s sole discretion without any warranty and Normative may determine that a technical issue is beyond the scope of the standard technical support. Technical support is provided during Swedish business hours, excluding public holidays, unless otherwise agreed in writing.
5.1 Normative shall use reasonable efforts to make the Service Available consistent with the Agreed Availability.
5.2 Availability is calculated on a monthly calendar basis in minutes using the following formula: Availability (%) = ((Agreed Hours of Service – Permitted Downtime – Downtime) / (Agreed Hours of Service – Permitted downtime)) * 100.
5.3 Normative is not responsible for Downtime or any other failure to satisfy the Agreed Availability, caused by any of the following:
- defects, downtime or delays caused due to Customer’s or Customer’s Administrative User’s equipment, software or internet connectivity, or other circumstances attributable to Customer, e.g. non-compliance with the General Terms, the Special Terms or Normative’s instructions;
- defects, downtime or delays caused due to defect in or malfunction of third party software, hardware or services, provided that Normative has not specifically taken responsibility for such software, hardware or services;
- circumstances outside Normative’s responsibility for the Service, e.g. interruption in a public communication network;
- viruses or other attacks on security, despite that Normative has taken professional security measures; or
- any circumstance referred to as force majeure or corresponding limitation of liability in the General Terms.
5.4 In the unlikely event of an emergency, such as security issues, problems causing Service instability or vulnerabilities and similar events, Normative is entitled to emergency downtime without prior notification to Customer.
6.1 Normative is responsible for measuring the Availability each month, which can be found by Customer at https://status.normative.io/.
| % below Agreed Availability | Service Credits (%) |
| 0.00-0.99 | 0.00 |
| 1.00-1.99 | 10.00 |
| 2.00-2.99 | 20.00 |
| 3.00-3.99 | 30.00 |
| 4.00-4.99 | 40.00 |
| 5.00-5.99 | 50.00 |
| 6.00-6.99 | 60.00 |
| 7.00-7.99 | 70.00 |
| 8.01-8.99 | 80.00 |
| 9.00-9.99 | 90.00 |
| 10.00< | 100.00 |
7.2 The Service Credits in 7.2 is subject to the Customer’s written request thereof within thirty (30) days from the end of the month during which the Agreed Availability has not been met. The Service Credits will be credited to Customer by the issuing of a credit note no later than thirty (30) calendar days from the receival of Customer’s written notification, provided that Normative finds such notification of failure by Normative to meet the Agreed Availability to be correct.
7.3 For the avoidance of doubt, the maximum Service Credits per month that Customer may receive in the event of failure to meet the Agreed Availability is a 100% of the Monthly Fee.
7.4 This Clause 7 constitutes Customer’s sole and exclusive remedy for Normative’s failure to meet the Agreed Availability.
8.1 Any notice or written request under this SLA shall be given by sending the same by post or email to the address of the other party set out in the applicable Order Form or otherwise communicated to the notifying party, and in the case of Normative receiving notice by email to [email protected].