Service Level Agreement (SLA).
This SLA describes framework conditions for response times, priorities and support scope provided by SuDo IT-Solutions.
1. Purpose & Scope
This Service Level Agreement (SLA) defines general framework conditions for support and service activities provided by SuDo IT-Solutions ("Provider") to its customers ("Customer"). It applies to service contracts, emergency retainers and managed services where referenced.
Individually negotiated SLA documents take precedence over this general SLA where they contain deviating or more specific terms.
2. Priority Levels (Severity)
To handle incidents and requests in a structured way, the following priority levels are used:
🟥 PRIORITY 1 (P1) – Critical incident:
– Complete outage of business-critical systems
– Security incident or ongoing attack
– Production downtime, major teaching disruption or comparable situations
– No available workaround
Target response time P1:
– During service hours: within 2–4 hours
– Outside service hours: best effort, typically within 8 hours (no guarantee unless a dedicated standby agreement exists)
🟧 PRIORITY 2 (P2) – High impact:
– Important functions impaired, multiple users affected
– Workability reduced, but not completely interrupted
– Workaround available but not stable
Target response time P2:
– within 1 business day
🟨 PRIORITY 3 (P3) – Normal incident:
– Single users or non-critical systems affected
– Reduced comfort, but no major business risk
Target response time P3:
– within 2–3 business days
🟦 PRIORITY 4 (P4) – Service request / change:
– New requirements, changes, advice, onboarding, training
– Installation, configuration, extensions, custom solutions
Target response time P4:
– within 5 business days
Note: SuDo IT-Solutions operates as a small, specialised team. The response times above are target values ("best effort"), unless different values are explicitly agreed in a written contract.
3. Service Hours
Unless otherwise agreed in a specific contract, the following service hours apply:
– Monday to Friday, 09:00–18:00 (CET/CEST), excluding public holidays at the provider’s location.
Requests outside these hours are handled on a best-effort basis. Guaranteed response times outside regular service hours require a corresponding written agreement (e.g. emergency retainer, extended SLA).
4. Scope of Services within this SLA
Within the scope of this SLA, the following services may be covered in particular:
– Remote support (diagnostics, stabilisation, workarounds)
– Initial support for security incidents (assessment, immediate measures, recommendations)
– Assistance with recovery activities (restore, re-configuration)
– Monitoring and managed services as separately agreed
– Communication and status updates to defined customer contacts
The actual scope, included hours and additional services are defined in a separate service contract.
5. Excluded Services
The following are not part of this general SLA in particular:
– Project work (migrations, larger rollouts, integration projects)
– Individual developments and programming (programming to order)
– On-site services (unless explicitly agreed)
– Hardware defects and manufacturer warranty handling
– Incidents exclusively caused by third-party networks or systems (e.g. ISPs, cloud providers, software vendors)
– Trainings, workshops and coaching unless explicitly included
Such services can be agreed separately and charged according to the applicable rates or fixed fees.
6. Standby & Emergency Agreements
Customers may enter into additional standby and emergency agreements to cover response requirements outside regular service hours.
Example models include:
– Extended availability in the evenings
– Weekend standby for critical systems
– 24/7 emergency coverage for defined business areas
Exact times, scope and any surcharges are agreed individually and documented as part of a service contract or retainer.
7. Additional Costs & Accelerated Handling
Services rendered outside the agreed SLA scope or outside service hours may incur additional costs, for example:
– Ad-hoc engagements outside regular hours without an existing standby contract
– Customer-requested response times shorter than the agreed target values
– Special efforts requiring significant planning or coordination overhead
Any such additional costs will be communicated transparently to the customer before work commences, where the situation reasonably permits. SuDo IT-Solutions aims for fair and comprehensible billing.
8. Limitation of Liability & Availability
As far as legally permitted, SuDo IT-Solutions shall not be liable for:
– Outages and disruptions caused by force majeure
– Incidents originating in third-party responsibility (e.g. ISPs, cloud or SaaS providers)
– Data loss where the customer does not maintain appropriate backups and no dedicated backup service has been agreed
Guaranteed availability figures (e.g. in %) only apply where explicitly specified in an individual contract. Otherwise, services are provided with reasonable care and professional diligence.
9. Term & Modifications of the SLA
This general SLA serves as a framework for individual service contracts. Typical contract terms may be 1 month, 3 months, 6 months or 12 months. Specific terms, termination periods and scopes are defined in the respective contract.
SuDo IT-Solutions may modify this general SLA for future agreements. For existing contracts, changes only apply where agreed with the customer and documented.
10. Order of Precedence
In the event of conflicting provisions, the following order of precedence applies:
1. Individually agreed written contract / specific SLA
2. General Terms and Conditions (AGB) of SuDo IT-Solutions
3. This general SLA
4. Acceptable Use Policy (AUP)
If any provision is or becomes invalid, the remaining provisions shall remain unaffected.