Service Level Agreement2019-06-28T09:39:16+00:00

Service Level Agreement

1. Service Agreement

The following detailed service parameters are the responsibility of the IT organization in the ongoing support of this Agreement.

1.1. Service Scope

The following Applications are covered by this Agreement: Cobuilder Define, goBIM, Cobuilder Collaborate, Cobuilder Deliver, Cobuilder CONNECT, herewith referred to as the Application

1.2. Customer Requirements

Customer responsibilities and/or requirements in support of this Agreement include

1. Adherence to any related policies, processes and procedures
2. Appropriate incidents and/or request prioritization as previously outlined.
3. Advanced scheduling of all service related requests and other special services.
4. Reasonable availability of business unit representative(s) when resolving a service related incident or request.

1.3. Cobuilder Requirements

Cobuilder responsibilities and/or requirements in support of this Agreement include:

1. Meeting response times associated with service related incidents.
2. Appropriate notification for all scheduled maintenance
3. Facilitation of all service support activities involving incident, problem, change and release.

2. Service Management

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring, measurement and reporting of in-scope services and related components.

2.1. Working hours

The application is available 24/7.  Coverage parameters specific to the service(s) covered in this Agreement are as follows:

1. 8:00 to 17:00 CET working days
2. 365 days per year
3. Automated Server Monitoring – 24 x 7, 365 days per year

2.2. Service Measurements

The following measurements will be established and maintained by Cobuilder to ensure optimal service provision to the client:

MeasurementDefinitionPerformance Target
Application AvailabilityPercentage of time Application is available outside of maintenance window.97 % availability.

2.3. Service Requests

In support of services outlined in this Agreement, Cobuilder will respond to service related incidents and/or requests submitted by the Customer within the following time frames:

  1. One (1) hour (during business hours) for issues classified as Critical.
  2. Two (2) hours (during business hours) for issues classified as High
  3. Four (4) hours (during business hours) for issues classified as Medium
  4. Eight (8) hours (during business hours) for issues classified as Low
  5. Twenty Four (24) hours (during business hours) for a general service Request.

2.4.  Service Maintenance

All services and/or related components require regularly scheduled maintenance (“Maintenance Window”) in order to meet established service levels. These activities will render systems and/or applications unavailable for normal user interaction in the following timeframes:

– Two times in a month, from 07:00 to 09:00 CET, which will be announced one day before service maintenance in the Application Interface and/or with email massage to, predefined contacts.

Maintenance related to critical incidents may be carried out with a shorter notice period or may not be announced.

Cobuilder, September 2018.