Service Level Agreement (SLA)

1. Agreement Overview

This Service Level Agreement (SLA) is issued by:
iBabs B.V. ("Service Provider")
Maelsonstraat 28-4
1624 NP Hoorn (NL)
www.ibabs.com
for the provisioning of the iBabs SaaS platform ("Service").

2. Goals and Objectives

The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent service support and delivery to, and manage the expectations of the Customer.

3. Periodic Review

This SLA is valid while a contract between Customer and Service Provider from the Effective Date outlined herein and is valid until further notice. Service Provider can adjust the SLA without notice and will review at least once a year.

4. Terminology and Abbreviations

5. Service Agreement

5.1. Service Scope
The following Services are covered by this Agreement:
• Access to the Service
• Manned telephone support
• Monitored ticket support
• Remote assistance
• Planned or emergency onsite assistance (extra costs may apply)
Incident notifications and service requests can only be raised by authorized users.

5.2. Customer Obligations
Customer responsibilities include:
• Payment for all support costs at the agreed interval
• Reasonable availability of customer representative(s) when resolving a service-related incident or request

5.3. Service Provider Obligations
Service Provider responsibilities include:
• Meeting response times associated with service-related incidents
• Appropriate notification to Customer for all scheduled maintenance

5.4. Service Provider Limitations
Service Provider has no access to customer data. Service requests involving adding, altering or removing data and documents cannot be fulfilled.

6. Incident & Service Management

6.1. Service Availability
Service Provider strives to have the Service available for 99,9% between 8:00h and 23:00h CET on workdays, and 99,5% between 23:00h and 8:00h and in weekends.

6.2. Platform hosting
Platform and data are hosted by a third party provider (Microsoft) and are subject to policies around information security, storage, data redundancy and backup as governed by the infrastructure provider.

6.3. Support Availability
Service Provider applies the following opening hours:

All times are Central European Time (CET)
** Extended opening hours for iBabs Stream only
*** Extended phone support for iBabs Stream only; no active work on tickets

Support is not available on bank holidays:
• Good Friday
• Easter Monday
• Kings Day (April 27)
• Labour Day (May 1)
• Ascension Day
• Whit Monday
• Christmas (December 25 and 26, early closure at 15:00h on December 24)
• New Years Day (January 1st, early closure at 15:00h on December 31)

6.4. Incidents and service requests [1]
Service Provider has relevant processes and tooling in place to ensure that incidents are recorded, classified and managed promptly, striving for response and resolution times as reflected in the below table:

In support of services outlined in this Agreement, the Service Provider will respond to service-related incidents and/or requests submitted by the Customer according to below priority definitions.

• Impact, urgency and thus priority is defined by Service Provider
• P1 and P2 incidents trigger the Serious Incident Protocol (SIP)
• P3 and P4 incidents and service request are considered “Business as usual”
• A service request is considered Priority 4 (P4).
Incidents and Service Requests can only be raised by Authorized Users. Service Provider assumes a certain level of understanding of the Service, potentially to be arranged through training and certification. Service Provider will provide access to Knowledge Base and Frequently Asked Questions (FAQ) for end-users of the Service.

[1] No rights can be derived from the SLA; the KPIs are indicative only.                                                     

7. Problem Management

Service Provider has processes in place to solve and prevent structural problems within the Service. In this context, Problem Management is defined as the practice of identifying, analysing, and managing the root causes of incidents to prevent their recurrence and minimize their impact. It aims to reduce the likelihood and frequency of incidents by addressing underlying problems and trends. Problem Management includes two primary processes:
• proactive Problem Management, which focuses on identifying and resolving potential issues before incidents occur, and
• reactive Problem Management, which deals with problems identified during or after incidents. Key activities include problem identification, root cause analysis, and the implementation of workarounds or permanent solutions to improve overall service quality.

8. Change and Release Management

Service Provider implemented an agile software development methodology. Change and Release Management in an agile software development context focuses on ensuring that changes and new features are efficiently planned, implemented, tested, and delivered with minimal disruption.
Change Management involves evaluating, prioritizing, and approving feature requests from the backlog, which are organized by product management into sprints (short-time development iterations) for implementation.
Release Management oversees the deployment of these changes, ensuring that increments of working software are reliably delivered to production.
Agile emphasizes frequent, smaller releases, continuous integration, and collaboration between teams, with automated testing and deployment pipelines playing a key role in maintaining quality and minimizing risks during the delivery process.

9. Additional Services – Premium Support only

If contractually agreed upon between Customer and Service Provider, the following services are part of the SLA.

9.1. Extended Opening Hours
Extended opening hours as depicted in par. 6.3 apply to all modules of the Service.

9.2. Priority
Other than reflected in par. 6.4 Service Provider strives for quicker response and resolution times for “Business as usual” requests:

9.3. Feature Request Management
Service Provider encourages an active user community and implemented a process for Customer to submit feature requests. Service Provider will evaluate any suggestion that adds value to the entire user community and provides a response to customer if and when a feature request is realised. Service Provider does however not guarantee realisation of any feature request.

9.4. KPI Reporting
Key Performance Indicator (KPI) reporting provides measurable insights into the performance and quality of the Service, helping both parties identify areas of success and opportunities for improvement. The following KPIs will be tracked and reported:
• Incident Response Time: Percentage of incidents responded to within the target SLA timeframe.
• Incident Resolution Time: Percentage of incidents resolved within the target SLA timeframe.
• System Uptime: Percentage of time the Service is operational and accessible
• Scheduled Maintenance Notifications: Percentage of maintenance events communicated within the target notice period.
• Customer Satisfaction (CSAT): Feedback from surveys sent to Customers post-incident resolution or service request.

Monthly KPI performance reports will be provided to the Customer by the 10th business day of the following month.

9.5. Quarterly Business Review
Service Provider will schedule quarterly meetings with Customer to discuss performance during the previous quarter and present improvements of the Service to Customer.

9.6. Training and Consultancy
Customer is entitled to receive 4 half day Training or Consultancy sessions per calendar year. Training and Consultancy cannot be split into shorter sessions, but may be combined into one full day. For onsite visits, travel time is considered as part of the session.