{"id":1119,"date":"2024-01-24T16:29:26","date_gmt":"2024-01-24T16:29:26","guid":{"rendered":"https:\/\/s4.cobuilder.com\/?page_id=1119"},"modified":"2026-05-12T08:23:09","modified_gmt":"2026-05-12T08:23:09","slug":"service-level-agreement","status":"publish","type":"page","link":"https:\/\/cobuilder.com\/en\/service-level-agreement\/","title":{"rendered":"Service Level Agreement"},"content":{"rendered":"

Appendix 2 to Cobuilder Platform General Terms and Conditions: Service Level Agreement<\/h1>\n<\/div>

This version of the Service Level Agreement applies from\u00a012 May 2026 <\/strong>for new clients and from\u00a012 June 2026<\/strong>\u00a0for existing clients.<\/p>\n

Click here<\/a>\u00a0to see the previous Service Level Agreement that applies to existing clients until 12 June 2026.<\/p>\n<\/div><\/div><\/div>

1. Service Agreement<\/h2>\n<\/div>

This agreement (SLA<\/strong>) 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.<\/p>\n

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.<\/p>\n

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<\/p>\n<\/div>

1.1. Service Scope<\/h3>\n<\/div>

The following applications are covered by this SLA:\u00a0Cobuilder Collaborate, Cobuilder Supply (prev. goBIM), Cobuilder Supply SDS, Cobuilder Connect, Cobuilder Require (prev. Link), Cobuilder API, Cobuilder App and Define<\/strong>,\u00a0herewith referred to individually or cumulatively as\u00a0the Applications<\/strong>.<\/p>\n<\/div>

1.2. Customer Requirements<\/h3>\n<\/div>

Customer\u00a0responsibilities and\/or requirements in support of this SLA include:<\/p>\n

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

    1.3. Cobuilder Requirements<\/h3>\n<\/div>

    Cobuilder\u00a0responsibilities and\/or requirements in support of this SLA include:<\/p>\n

      \n
    1. Compliance with response times related to customer service.<\/li>\n
    2. Appropriate notification of all planned maintenance activities.<\/li>\n
    3. Facilitation of all service activities related to incidents, problems, changes, and new releases.<\/li>\n<\/ol>\n<\/div><\/div><\/div>

      2. Service Management<\/h2>\n<\/div>

      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.<\/p>\n<\/div>

      2.1. Working hours<\/h3>\n<\/div>

      This section outlines the defined support hours and monitoring commitments:<\/p>\n

        \n
      • Standard Support Hours: 08:00\u201317:00 CET, Monday\u2013Friday<\/strong>\u00a0(excluding public holidays observed in Norway).<\/li>\n<\/ul>\n
          \n
        • Automated Monitoring: Active 24\u00d77, 365 days per year<\/strong>.<\/li>\n<\/ul>\n<\/div>

          2.2. Service Measurements<\/h3>\n<\/div>

          Cobuilder will define and track the following\u00a0performance metrics<\/strong>\u00a0to ensure consistent, high-quality service for the client.<\/p>\n<\/div>\n

          \n\n\n\n\n\n
          Measurement<\/th>\nDefinition<\/th>\nPerformance Target<\/th>\n<\/tr>\n<\/thead>\n
          Application Availability<\/td>\nPercentage of time Application is available outside of maintenance window and during working days, Mon-Fri, 8:00 \u2013 17:00 CET, excluding Public Holidays in Norway<\/td>\n99 % availability.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n

          2.3. First Response Time for Customer Support Cases<\/h3>\n<\/div>

          Cobuilder will adhere to the expected\u00a0First Response Time<\/strong>\u00a0(FRT) \u2013 the time from when a customer submits a support case to when it is first acknowledged \u2013 as specified below:<\/p>\n<\/div>\n

          \n\n\n\n\n\n\n\n
          Priority<\/th>\nFirst response time [business hours]*<\/th>\n<\/tr>\n<\/thead>\n
          High <\/strong>[Critical issues causing major service disruption or severe impact on business operations that require immediate attention]<\/td>\n4 business hours<\/td>\n<\/tr>\n
          Normal <\/strong>[Significant issues affecting functionality or performance, as well as minor issues or general inquiries that do not halt core operations.]<\/td>\n1 business day<\/td>\n<\/tr>\n
          Low <\/strong>[Cosmetic problems or requests with minimal impact on service use.]<\/td>\n3 business days<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n
          <\/div>
            \n
          • *Business hours are Mon-Fri, 8:00 \u2013 17:00 CET, excluding Public Holidays in Norway<\/li>\n<\/ul>\n<\/div>

            2.4. Resolution Time for Incidents<\/h3>\n

            Cobuilder will adhere to the expected resolution time for incidents as specified below:<\/p>\n<\/div>\n

            \n\n\n\n\n\n\n\n\n
            Incident Classification<\/th>\nResolution time [business hours] [80% Target]<\/th>\n<\/tr>\n<\/thead>\n
            Critical Incidents \u2013 System Unavailability<\/strong> [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]<\/td>\n4 business hours<\/td>\n<\/tr>\n
            Critical Incidents \u2013 Data<\/strong> [Data can’t be recovered without a backup restore, OR sensitive data is exposed, OR users could act on wrong critical data]*\u200b<\/strong><\/td>\n8 business hours<\/td>\n<\/tr>\n
            Major incidents <\/strong>[A large number of users are affected, business operations are interrupted, or service delivery is impacted, and core functionality is significantly reduced]<\/td>\n2 business days<\/td>\n<\/tr>\n
            Low severity bugs<\/strong> [Minor issues that do not adversely impact processes or functionality and are mainly inconveniences requiring only a minor workaround to restore functionality]<\/td>\nDepending on scope and impact<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n
            <\/div>

            *Critical data incidents are governed separately under this policy. For such incidents, the resolution time refers to the mitigation timeframe \u2014 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.<\/p>\n<\/div>

            2.5. Service Maintenance<\/h3>\n<\/div>
              \n
            • Maintenance windows that result in downtime longer than 2 business hours will be announced 2 days in advance.<\/li>\n
            • Maintenance related to recovery of the service during critical incidents may be carried out with a shorter notice period or may not be announced.<\/li>\n<\/ul>\n<\/div><\/div><\/div>

              Cobuilder, 12 May 2026<\/p>\n<\/div><\/div><\/div><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-1119","page","type-page","status-publish","hentry"],"yoast_head":"\nService Level Agreement | Cobuilder<\/title>\n<meta name=\"description\" content=\"Service Level Agreement detailing Cobuilder\u2019s support, uptime commitments and service standards for customers.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/cobuilder.com\/en\/service-level-agreement\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Service Level Agreement | Cobuilder\" \/>\n<meta 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