Service Level Agreement (SLA)

Entering into a Service Level Agreement (SLA) is important because it describes the level of support provided by a supplier (OXXA.com). This also gives you direction on how to make agreements with your own customers about e.g. response and recovery times, failure levels and procedures around possible failures, etc. By making good agreements with each other in advance, we prevent that during and after a possible failure, ambiguities can arise regarding accountability.

The level of support depends on the service level ("Service Level") you purchase from us. Depending on which Service Level has been agreed, the performance standards (such as Uptime, Recovery Time and Support Service Windows), responsibilities and procedures may vary. Where this is the case, this is indicated in this SLA.

Yes! Once a Service Level Agreement is agreed upon, there is a certain level of priority on response and recovery time. How high that priority is depends on the level of Service Level.

Within OXXA.com's SLA, a distinction is made between response and recovery time. As soon as an incident occurs, of course you report it to us immediately. We always respond immediately to this support ticket.

Then there is the recovery time of a failure. Here we make a distinction per Service Level. But the distinction goes even further, namely also in the level of the malfunction. The level of failure and the corresponding recovery time is something that is specified in the SLA. Would you like an example of such a failure level?

We offer SLAs and four levels: Bronze, Silver, Gold and Platinum. Associated with each SLA is a service window, a handling time and an uptime guarantee. Each SLA includes a fixed number of support hours that can be used for projects that make changes to the infrastructure, called Requests for Change (RFCs for short) or to prioritize your escalations of incidents.

Yes! As an SLA contractor of OXXA.com, you can of course reach us in other ways beyond the regular contact details. These specific details are described in the SLA.

During office hours (09:00-17:30) there is the possibility for all OXXA.com customers to submit support questions. This creation of a so-called support request can be done in 5 ways:

• By e-mail: support@oxxa.com
• By phone: +31 (0) 88 - 750 70 70
• Portal: https: //mijn.oxxa.com/support
• Chat
• Skype: provided to Contractor upon purchase of an SLA

The service level of Contract will be linked to the my.oxxa.com account, so support requests by email and portal will automatically be submitted with increased priority.

Requests made via email will be answered first with an automatic acknowledgement of receipt. Requests submitted by phone may also be further handled by email if desired. Tickets from customers with higher Service Levels will always be given priority over similar Tickets from customers with lower Service Levels.

A certain service window is associated with each Service Level. If a support request is made by telephone at a time when the applicable Service Level does not entitle to it, the Contracting Party shall be charged a starting rate. Hours spent by OXXA.com in restoring the service will be paid by the Contractor according to the applicable price list with a minimum of 15 minutes.

A Service Level Agreement is basically concluded at the beginning of a partnership. As soon as you purchase managed services from OXXA.com, you get a Bronze SLA by default. Basically we agree on an SLA for a certain period of time. Downgrading of the SLA within this period is not possible. For example, if you want to downgrade your SLA from Gold to Silver, you can do so at the end of the contract period. Upgrading your SLA is always possible!

If you have any questions about an OXXA.com Service Level Agreement, please contact one of our account managers. They can tell you everything about Uptime, Recovery Time and Service Windows. We also gladly advise you on which Service Level best suits your situation.