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The Customer, upon entering into a contract with the Contractor, selects the desirable Service Level (hereafter, SL).
The SL Fee is established as part of the overall subscription fee of the Customer System, which is calculated as a sum total without any discounts of the HansaWorld or Atlassian licence fee and subscription fee of the Contractor’s solutions (hereafter referred to as the Subscription Fee).
The Contractor is entitled to revise the SL Fee once a month according to modifications of the configuration of the Customer’s Subscription Fee.
The Service Level prescribes the following rights and obligations to the Customer:
Right to obtain the SL Discount from the Service Invoice for the period expressed as part of the SL Fee during the period.
Right to obtain free performance evaluation of the use of the System, if such is prescribed for SL.
Right to request the Contractor’s response to requests placed under procedure set out in the present terms, within the Response Time prescribed for SL.
Right to contact the Contractor’s representatives on the phone during the working hours of the Support prescribed for SL.
Right to receive services for the reduced service fee established in the service pricelist.
Right to hold an hour long free of charge status meeting once per SL period, if customer SL includes this option.
Obligation to make payment of the relevant SL Fee expressed as part of the current Subscription Fee for the Customer.
The working day conforms to the calendar of working days set out in the law of the Republic of Latvia.
The Contractor offers the following Service Levels:
Service level | Start | Basic | Standard | Business |
|---|---|---|---|---|
Amount of SL fee | 0% | 10% | 20% | 60% |
Minimal monthly fee of SL | 0 EUR | 10 EUR | 30 EUR | 100 EUR |
Amount of SL Discount | 0% | 0% | 50% | 60% |
Consulting Fee | Standard | Reduced | Reduced | Reduced |
Working hours of the support | Weekdays 9:00 - 17:00 | Weekdays 9:00 - 17:00 | Weekdays 8:00 - 18:00 | All days 8:00 - 20:00 |
Response time | 2 working days or 16 working hours | 1 working day or 8 working hours | 4 working hours | 2 working hours |
Free status meeting | Not included | Not included | Included | Included |
Free performance assessment of the system | Not included | Included | Included | Included |
Response Time
The response time depends on the working hours of SL Support.
The response time is recorded only when the responsible person of the JIRA Issue is one of the Contractor’s representatives.
Recording of the response time shall be resumed every time when the Customer assigns it to the Contractor.
During estimation of the issue’s evaluation and solution thereof, as well as during the time when the claimed prepayment is not received, recording of the response time is suspended.
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