Appendix 2 to Cobuilder Platform General Terms and Conditions: Service Level Agreement

This version of the Service Level Agreement applies from 12 May 2026 for new clients and from 12 June 2026 for existing clients.

Click here to see the previous Service Level Agreement that applies to existing clients until 12 June 2026.

1. Service Agreement

This agreement (SLA) regulates the detailed service parameters on a daily operational level to enable the performance of the agreement between the Customer and Cobuilder regarding the Cobuilder Platform.

The SLA is an integral part of the General Terms and Conditions for the Cobuilder Platform and defines the service levels, response times, availability guarantees, and maintenance schedules applicable to the Cobuilder platform.

If there is any conflict between this SLA and the General Terms and Conditions, the General Terms and Conditions shall prevail, except where this SLA explicitly provides a higher service standard or stricter obligations for Cobuilder

1.1. Service Scope

The following applications are covered by this SLA: Cobuilder Collaborate, Cobuilder Supply (prev. goBIM), Cobuilder Supply SDS, Cobuilder Connect, Cobuilder Require (prev. Link), Cobuilder API, Cobuilder App and Define, herewith referred to individually or cumulatively as the Applications.

1.2. Customer Requirements

Customer responsibilities and/or requirements in support of this SLA 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 SLA include:

  1. Compliance with response times related to customer service.
  2. Appropriate notification of all planned maintenance activities.
  3. Facilitation of all service activities related to incidents, problems, changes, and new releases.

2. Service Management

Service Management ensures reliable, high-quality support through defined service levels, outlining service availability, performance monitoring, response and resolution times, and maintenance practices to keep customers informed.

2.1. Working hours

This section outlines the defined support hours and monitoring commitments:

  • Standard Support Hours: 08:00–17:00 CET, Monday–Friday (excluding public holidays observed in Norway).
  • Automated Monitoring: Active 24×7, 365 days per year.

2.2. Service Measurements

Cobuilder will define and track the following performance metrics to ensure consistent, high-quality service for 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. First Response Time for Customer Support Cases

Cobuilder will adhere to the expected First Response Time (FRT) – the time from when a customer submits a support case to when it is first acknowledged – as specified below:

Priority First response time [business hours]*
High [Critical issues causing major service disruption or severe impact on business operations that require immediate attention] 4 business hours
Normal [Significant issues affecting functionality or performance, as well as minor issues or general inquiries that do not halt core operations.] 1 business day
Low [Cosmetic problems or requests with minimal impact on service use.] 3 business days
  • *Business hours are Mon-Fri, 8:00 – 17:00 CET, excluding Public Holidays in Norway

2.4. Resolution Time for Incidents

Cobuilder will adhere to the expected resolution time for incidents as specified below:

Incident Classification Resolution time [business hours] [80% Target]
Critical Incidents – System Unavailability [The system is inoperable or inaccessible, or a critical interface has failed; customer data has been lost; or a confidentiality or privacy breach has occurred] 4 business hours
Critical Incidents – Data [Data can’t be recovered without a backup restore, OR sensitive data is exposed, OR users could act on wrong critical data]*​ 8 business hours
Major incidents [A large number of users are affected, business operations are interrupted, or service delivery is impacted, and core functionality is significantly reduced] 2 business days
Low severity bugs [Minor issues that do not adversely impact processes or functionality and are mainly inconveniences requiring only a minor workaround to restore functionality] Depending on scope and impact

*Critical data incidents are governed separately under this policy. For such incidents, the resolution time refers to the mitigation timeframe — the period until new data loss, corruption, or unauthorized exposure has ceased. Cobuilder will make reasonable efforts to fully resolve data incidents, which may include recovery of lost data, reprocessing or correcting affected data, coordination with third-party providers, and advising customers on appropriate corrective actions. The timelines vary depending on the nature and complexity of the incident.

2.5. Service Maintenance

  • Maintenance windows that result in downtime longer than 2 business hours will be announced 2 days 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, 12 May 2026