Service Level Agreement

1. Scope

This SLA applies only to recurring Services whose Order Form expressly incorporates it. It sets response and communication targets, not guaranteed resolution times. Project work, advisory engagements, preview features, and Third-Party Services are excluded unless stated otherwise.

2. Service Hours

Standard support hours are [SUPPORT HOURS AND TIME ZONE], excluding recognised Dutch public holidays, unless the Order Form specifies Extended or 24/7 Coverage. Targets are measured only during applicable coverage hours.

3. Support Channels

Authorised Users should submit requests through the Portal or [SUPPORT EMAIL]. P1 incidents must also use [EMERGENCY METHOD]. Social media, personal messaging, or direct contact with an individual consultant does not start the SLA clock.

4. Priority Model

Priority reflects business impact and urgency, not the requester’s job title.

Priority	Definition	Initial Response Target	Update Target	Effort Model
P1 Critical	Complete outage or active severe security event affecting a critical in-scope production service, with no reasonable workaround	30 minutes	Every 60 minutes	Continuous during coverage while productive action is available
P2 High	Major degradation affecting many users or a critical function, with material business impact and limited workaround	1 business hour	Every 4 business hours	Prioritised during coverage
P3 Medium	Partial degradation, limited user impact, or standard operational issue with a workaround	4 business hours	Each business day when active	Scheduled by priority
P4 Low	Information request, minor defect, access request, or planned change	1 business day	As agreed	Planned queue

 

These are draft defaults. The executed Order Form must confirm them.

5. Initial Response

Initial response means acknowledgement by a qualified person or automated acknowledgement followed by qualified triage within the target. It does not mean resolution. elyXion may adjust priority after triage and will explain the reason.

6. Resolution and Restoration

Resolution time cannot be guaranteed because causes may involve Customer systems, Microsoft, other vendors, access, change approval, or data recovery. elyXion aims first to restore service or reduce impact, then determine root cause where included. Workarounds may be used.

Any target resolution shown in an Order Form is an objective, not a warranty, unless explicitly labelled a committed service level with a stated remedy.

7. SLA Clock

The clock starts when a complete request reaches the approved channel during coverage. It pauses when elyXion reasonably needs Customer information, approval, access, testing, or action; during agreed maintenance; while a third party is solely responsible and elyXion has escalated appropriately; or where unsafe action is declined.

8. Customer Obligations During Incidents

For P1 and P2 incidents, the Customer must provide a continuously reachable authorised contact, timely access, impact details, recent changes, logs, and change approval. If unavailable, priority or clock measurement may be adjusted.

9. Escalation

Level	Trigger	Route
Operational	Ticket needs attention or clarification	Assigned engineer/service desk
Service	Target at risk, recurring issue, or dissatisfaction	Service owner
Management	Material business impact or unresolved service dispute	elyXion management and Customer sponsor
Security/privacy	Suspected security incident or personal data breach	Security/privacy incident route

 

Contact details are supplied during onboarding and should not be published where that would create abuse risk.

10. Monitoring Events

A monitoring alert becomes an incident only after validation. Not every event indicates user impact. Monitoring coverage is limited to agreed resources, metrics, thresholds, integrations, and retention. Loss of telemetry may itself create an incident depending on risk.

11. Service Requests

Service requests are fulfilled according to complexity, approvals, available allowance, and scheduling. Standard fulfilment targets may be listed in the service catalogue. Requests that alter architecture, risk, scope, licences, or cost may require a change request or separate quote.

12. Maintenance

Planned maintenance will normally be notified at least [MAINTENANCE NOTICE] in advance. Emergency maintenance may occur sooner to protect security or continuity. Customer-requested changes, Microsoft maintenance, and agreed maintenance windows do not count as SLA failures.

13. Availability Commitments

No elyXion availability percentage applies unless an Order Form names the specific service boundary, measurement source, monthly percentage, exclusions, and remedy. Availability of Microsoft or another provider is governed by that provider’s terms and is not converted into an elyXion guarantee.

14. Service Credits

Service credits apply only if expressly included in the Order Form. They are calculated against the recurring fee for the affected service, require a claim within [CLAIM PERIOD], and are the sole financial remedy for the specific SLA failure. Credits do not apply to Customer or third-party causes, force majeure, preview services, or excluded periods.

15. Major Incident Management

elyXion will coordinate technical work within its scope, maintain an incident record, and provide updates. The Customer retains business-continuity decisions and stakeholder communication unless separately assigned. A post-incident review is provided for qualifying incidents where included.

16. Security Incidents

Security incidents are handled under the incident process and DPA. A suspected event is not necessarily a confirmed breach. Notification content and timing depend on available facts, legal role, risk, and contractual requirements.

17. Reporting and Review

Recurring reports may include volumes, priorities, response performance, open risks, changes, recommendations, and consumption. Metrics exclude duplicate, test, spam, and incorrectly routed tickets. Service reviews occur at the cadence in the Order Form.

18. Exclusions

SLA measurement excludes:

• Customer acts, omissions, unauthorised changes, or failure to follow agreed requirements;
• Microsoft or other Third-Party Service failures outside elyXion‘s control;
• internet, carrier, utility, or device issues outside managed scope;
• unsupported systems, beta or preview features, and known accepted risks;
• planned or emergency maintenance;
• force majeure and widespread cyber events that make ordinary targets impracticable;
• requests submitted through unapproved channels or without required information; and
• suspension permitted by the Agreement.

19. Chronic Service Failure

If elyXion materially misses the same committed target in [THRESHOLD] consecutive measurement periods, the parties will agree a service improvement plan. Any termination right for chronic failure must be stated in the Order Form.