Version | 1.1 | |
|---|---|---|
Date of last changes | 01.06.2023. |
1. Service level regulations
1.1. Service level
When concluding a contract with the Contractor, the Customer chooses the desired Service level, hereinafter referred to as the SL.
The SL Fee is determined as part of the Customer’s total subscription fee for the system, which is calculated as the full amount of licences of HansaWorld, Excellent Latvija, Atlassian or other software suppliers, as well as subscription fees for the Contractor’s solutions, without discounts, hereinafter referred to as the Subscription Fee.
The Contractor is entitled to review the SL Fee once a month, according to changes in the configuration of the Customer’s licenses or the configuration of the Contractor’s solutions
The Service level determines the following rights and obligations of the Customer:
The right to obtain a SL Discount from the Service invoice for the period in the amount expressed as a part of the SL Fee in the period,
The right to obtain a free evaluation of the System use efficiency once per calendar year, if any determined by the SL,
The right to request the Contractor’s response to requests created in accordance with the procedure provided for in these regulations within the Response Time provided for in the SL,
The right to communicate with the Contractor’s representatives by phone during the Support working hours determined by the SL,
The right to receive the services at the reduced service price determined in the service pricelist,
The right to a free status meeting lasting one hour once per the SL period, if provided for in the Customer’s SL,
The obligation to pay the corresponding SL Fee expressed as a part of the Customer’s current Subscription Fee.
The working day corresponds to the calendar of working days provided for in the legislation of the Republic of Latvia
The Contractor offers the following Service Levels:
Service level | Start | Basic | Standard | Business |
Service level | Start | Basic | Standard | Business |
SL paid amount | 0% | 10% | 20% | 60% |
SL minimum monthly fee | 0 EUR | 10 EUR | 30 EUR | 100 EUR |
SL discount amount | 0% | 0% | 50% | 60% |
Consultation rate | Standard | Reduced | Reduced | Reduced |
Support working hours | working days 9 am – 5 pm | working days 9 am – 5 pm | working days 8 am – 6 pm | working days 8 am – 8 pm |
Response time | 2 working days or 16 working hours | 1 working day or 8 working hours | 4 working hours | 2 working hours |
Free status meetings | Not included | Not included | Included | Included |
Free system use efficiency evaluation | Not included | Included | Included | Included |
1.2. Response time
The response time depends on the SL Support working hours.
The response time is only counted when the person responsible for the JIRA Task is one of the Contractor’s representatives
Accounting of the response time is restarted every time it is allocated from the Customer to the Contractor.
During the calculation and solution of the evaluation of the task, as well as during the time until the requested advance payment is received, the response time accounting is suspended.
1.3. Service description
As the consulting service for the purpose of these regulations are considered consultations about software, its adaptation, system development and other issues at the discretion of the Customer.
1.4. Status meetings
If the SL provides for it, then both the customer and the consultant are entitled to request a status meeting to discuss the current situation with the system, open tasks, planned tasks and other current issues
If the customer or consultant cannot agree on a meeting time, then it is postponed to the next SL period