The Service Level Agreement (SLA) encompasses all offers and products of Genotec AG, Allschwil/BL (hereinafter called Genotec). This agreement defines quality standards for the products and offers of Genotec. Genotec undertakes to comply with these quality standards vis-ŕ-vis its customers. They include namely the availability and accessibility of the technical network as well as Genotec’s customer support.
1. Availability of the network
Genotec undertakes to guarantee an availability of 99% (99% uptime). The availability is measured at intervals of six months.
The technical network of Genotec comprises
– connection to the Internet
– hard- and software for routing and switching
Interruptions due to announced maintenance work executed by Genotec or third parties, interruptions caused by acts of God, etc. are not taken into account for the guaranteed availability. If a customer informs Genotec within two working days about a disproportionally prolonged interruption , he will be compensated by Genotec for his or her troubles with a free prolongation of his/her contract by a calendar month. Such a compensation is not to be considerered a recognition of guilt on the part of Genotec.
2. Connection capacity
Genotec undertakes to prevent the overload of its Internet connection to its best knowledge and conscience ensuring this by means of the timely extensions of the existing infrastructure and/or by putting into operation new components.
Genotec will take the necessary steps at the latest when individual lines reach the capacity limit of an average load of 75%, measured at intervals of 30 minutes during a one-week period.
3. Response times for support
Genotec undertakes to answer requests, orders, etc. from customers within a maximum period of 24 hours provided that they have been launched during normal working days via the online support system set up for this purpose and provided that there are no diverging agreements laid down in a management contract.
Genotec guarantees to its customers who have concluded a management contract the response time laid down therein.
Support requests received during weekends or public holidays will be treated on the following working day.