Services Level Agreement

The following service levels shall apply to the Services. This Service Level Agreement is updated from time-to-time.

Last update: March 4th, 2024

1. Uptime

The Services are provided “as is” as standardized services; the right to use is not conditional or tied to a specific version or functionality at a certain time but allows access to and use of the Services as is at all times.

Ignite shall provide to the Customer access to the Services twenty-four hours a day, seven days a week (24x7) with a monthly uptime of at least 99.0 percent (“Uptime”).

2. Exclusions from Uptime

The Uptime Level provided herein shall notapply under the following circumstances:

• During ascheduled maintenance as informed with at least seven (7) days’ prior notice;
• Events or issues that occur due to a failure or omission of the Customer or Customer’s third-party service provider, including, but not limited, to Customer’s own equipment, software, or other technology and/or Customer’s third-party equipment, software, or other technology; or
• Events or issues caused by Ignite’s cloud services provider.

3. Issue response and resolution

Ignite is only responsible for the functioning of the Services as such, and undertakes the following obligations regarding handling issues related to the Services:

The resolution time stated in the table above starts when the Customer has given Ignite notice of the error and all the necessary and sufficient information for Ignite to assess and understand the error.

Notice shall be given through the chat support and shall be considered given the day the support issue was sent or submitted. In the case that the chat support is outside of working hours (as defined below), the Customer may send an email to support@ignite.no.

Chat support hours: Monday – Friday: 09.00 – 17.00 (CET).

4. Credit for non-performance of SLA

If Ignite has not succeeded in curing a category A or B error within the resolution time stated above, the Customer is entitled to a price reduction in a future invoice period, and must claim such price reduction within 30 days of sending the error notification to Ignite.

The price reduction shall be:

• For category A errors: 0.50 percent of the annual subscription fee, excluding VAT, per day
• For category B errors: 0.25 percent of the annual subscription fee, excluding VAT, per day
• For category C errors: No price reduction

If the Customer subscribes to several Services, and the error does not affect all Services, the price reduction shall be calculated only for the Subscription Fee for the affected Service. Total price reduction is limited to 10 percent of the total annual Subscription Fee in all cases.

A category A-error lasting more than ten (10) workdays is considered a material breach, which gives the Customer a right to terminate the subscription according to clause 17 in the General Terms and Conditions. The same applies for a category B error lasting more than fifteen (15) workdays.

5. Production data recovery

Ignite shall provide backup of the Customer’s data, to restore it after a data loss event.

A recovery point objective (“RPO”) sets the maximum acceptable length of time during which data might be lost from the Services due to an incidentdefined as Critical. All databasesassociated with the Services run in High Availability mode and have enabledpoint-in-time recovery. This allows Ignite to set a very low RPO, whichcurrently is below 1 hour.

A recovery time objective (“RTO”) sets the maximum acceptable length of time that the Services may be offline. Ignite currently operates with an RTO of 6 hours.