Service Level Agreement

Service Level Agreement

This document describes the service level objectives for the operation of the ExorLive system (hereinafter referred to as “the System”). The purpose is to ensure high availability, performance, and user satisfaction. All objectives are set to support reliable and efficient operation of the system.

1. General Requirements

The service level objectives that ExorLive must comply with are divided into:

Application Operations and Infrastructure
Incident Management and Support

2. Service Level Objectives for Application Operations and Infrastructure

ExorLive commits to the following service level objectives for the delivery of application operations and infrastructure:

Availability
Response Time

2.1 Availability

2.1.1 Agreed Operational Time

ExorLive shall ensure that the System is available during the Agreed Operational Time. The System is considered available when it is not experiencing unavailability.

2.1.2 Unavailability

Unavailability is defined as the time during which all or part of the System cannot be used due to Priority A incidents, cf. section 4. Unavailability is measured from the moment it is detected by ExorLive, regardless of the actual start time, and until the issue is resolved.

The following conditions are not included in the calculation of unavailability:

Operational hindrances due to system errors caused by factors beyond ExorLive's reasonable control.
Scheduled maintenance, cf. section 3.
Errors caused by the customer.

Availability and unavailability are measured in hours with a minimum precision of two decimal places.

2.2 Service Level Objectives

ExorLive will strive to meet the following service goals for availability:

99.9% uptime between 07:00 - 17:00
99% uptime between 17:00 - 07:00

2.3 Measurement Procedure

Availability is measured on an annual basis and calculated as follows:
(Available Operational Time / Agreed Operational Time) * 100%

3. Scheduled Maintenance

ExorLive has the right to perform periodic maintenance on the System for the purpose of upgrades, maintenance, and backup procedures (“Scheduled Maintenance”). All scheduled maintenance will either be performed with no significant disruption to the Licensee or with prior notice to the Licensee, cf. section 5.

During scheduled maintenance, ExorLive reserves the right to update, upgrade, modify, and improve the System. However, such updates, upgrades, modifications, and improvements shall not significantly reduce the functionality or security of the System.

4. Incident Management

4.1 Incident Prioritization

Incidents are prioritized as shown in the table below:

Level	Category	Description
A	Critical Error	Prevents the Licensee from using the service entirely. Affects all or most users and/or functions. Causes serious disruption to business operations.
B	Major Error	Significantly reduces service functionality but does not prevent all use. Affects many users or an important function, but a workaround may be available. Causes moderate disruption to business operations.
C	Minor Error	Has little impact on service functionality. Affects few users or limited functions. Causes minimal disruption to business operations.

4.2 Response Time for Incident Resolution Initiation

Response time is calculated from the moment ExorLive detects the incident to the moment when remediation is initiated. This means when the incident has been allocated to an employee and that person begins working on the resolution.

The goals that ExorLive will strive to comply with for response time are specified in the table below:

Category	Response Time (07:00–17:00)	Response Time (17:00–07:00)	Target Resolution Time
Priority A: Critical	1 hour	6 hours	16 hours
Priority B: Major	4 hours	16 hours	48 hours
Priority C: Minor	16 hours	32 hours	72 hours

ExorLive reserves the right—within the above timeframes—to communicate information about operational issues and similar updates through public notices rather than personal contact. These may include updates likely to impact the system’s stability and/or functionality, as well as FAQs, made available on primary domains or within the app.

The Licensee is encouraged to consult such resources before contacting ExorLive’s support service.

5. Support

5.1 User Support Requests

Support for user-related requests/ExorLive Helpdesk is available on working days from 08:00 to 17:00.

All customer requests should be directed to support@exorlive.com or support.exorlive.com and will be handled through the ExorLive Help Desk. A help desk phone number will be provided in a separate agreement between ExorLive and the Licensee. ExorLive will make information about scheduled maintenance, operational status, and similar updates available at www.exorlive.com or directly in the System.

Response time for user support requests in working days is as follows:

Category	Response Time (07:00–17:00)	Response Time (17:00–07:00)	Target Resolution Time
User Support Request (ExorLive Helpdesk / Service Desk)	16 hours	16 hours	48 hours

5.2 Special Support

For customers who have entered into a separate agreement, special support levels can be provided. These support levels will be specified in the respective agreement between the parties. Special support may include, but is not limited to, faster response times, dedicated support staff, extended support hours, and additional technical assistance.

All requirements and conditions for special support levels must be agreed upon in writing and approved by ExorLive.

6. IT Security Service Levels

ExorLive will implement reasonable security measures on the System to support secure transmission and storage of the Licensee’s data. ExorLive will perform and maintain daily backups of the System, carried out every 24 hours.

In the event of a security incident or breach that affects or could affect the System, ExorLive shall inform the Licensee without undue delay to the relevant extent.

ExorLive must also limit any damage without undue delay.

Last edited 25.6.2025