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 outlined below.
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

Coverage parameters specific to the service(s) covered in this Agreement are as follows:

1. 8:00 -17:00 CET, Mon-Fri, excluding Public Holidays in Norway
2. Automated service monitoring, 24×7, 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:

Measurement Definition Performance Target
Application Availability Percentage of time Application is available outside of maintenance window and during working days, Mon-Fri, 8:00 – 17:00 CET, excluding Public Holidays in Norway 99 % 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:

  • Expected response times for acknowledgement of a service request or reporting an incident
Priority First time response [business hours]
Critical [System is inoperable, inaccessible, or critical interface has failed; Customer data loss; Confidentiality or privacy breach] 30 minutes
High [Large number of users are affected; business is interrupted, or service delivery is affected; Core functionality is significantly impacted] 2 hours
Medium [Loss of system functionality resulting in low business impact] 4 hours
Low [A minor issue that does not adversely impact any process or functionality that may be seen more as an inconvenience that requires a minor workaround to restore functionality] 8 hours
  • Expected resolution time for the request and incidents [business hours]
Resolution time Incidents [Target 80% fulfillment]
Critical Incidents [System is inoperable, inaccessible, or critical interface has failed; Customer data loss; Confidentiality or privacy breach] 4 hours
High Incidents [Large number of users are affected; business is interrupted, or service delivery is affected; Core functionality is significantly impacted] 16 hours
Medium Incidents [Loss of system functionality resulting in low business impact] 72 hours
Low Incidents [Minor issues that does not adversely impact any process or functionality that may be seen more as an inconvenience that requires a minor workaround to restore functionality] 72 hours or according to company roadmap
Resolution time Requests [Target 90% fulfillment]
Standard service request [User request for information or advice, or for a standard change, or for an access to an IT-service] 24 hours
Complex service request [A request that involves special activities to be undertaken to fulfil the request] 60 hours

2.4. Service Maintenance

  • Planned maintenance activities usually happen two times a month. Users may experience downtime for short 2-5min intervals in the period 07:00 to 09:00 CET. These will be announced 3 days before service maintenance in the Application Interface and/or with email massage to, predefined contacts.
  • Maintenance windows that result in downtime longer than 1h will be announced 1 month in advance.
  • Maintenance related to recovery of the service during critical incidents may be carried out with a shorter notice period or may not be announced.

Cobuilder, December 2021.