Service Level Agreement

Version: 20120208

1. Definitions

1.1 GMT office hours

The office hours are defined as 8 a.m to 5 p.m (GMT), all other time is considered out of office hours.

1.2 Incident

Incidents can be reported on problems that occur in the Atomia DNS software and the official supported name server software.

1.2.1 Incident Severity

Incident severity is a level of impact an Incident has to the proper functioning of the Software. Incident severity can be one of:

  • Level 1 (or “Blocker”) – an incident that prevents the proper functioning of the whole Software or larger parts of the Software, with no applicable workaround available.
  • Level 2 (or “Critical”) – an incident that prevents proper functioning of the single functionality of the Software, with no applicable workaround.
  • Level 3 (or “Major”) – an incident which prevents single or smaller set of functionalities from working properly, but with the reasonable workaround available.
  • Level 4 (or “Minor”) – an incident which does not prevent proper functioning of the Software, but is causing an inconvenience in Using the Software.

Atomia shall prioritize the work on incidents with the greater impact (Level 1 has the highest priority and Level 4 has the lowest priority).

The Support availability and response times available for different incident levels are described in the section “Support Types”.

1.2.2 Hourly support rate

Each support package declares the support rate. Each reported incident will, at minimum, be charged with 20 minutes of support time. The support hours will be invoiced the first working day of the following month.

1.3 Support types

1.3.1 GMT office hours 4h guaranteed support ticket response time

A support technician will read the support ticket and respond to it within 4 hour during GMT office hours. If the support technician cannot solve the issue right away it will be assigned to the 2nd line support, the owner of the support ticket will be notified about this in the reply.

1.3.2 24/7 x 365 2h guaranteed support ticket response time for critical tickets

A support technician will read the support ticket and respond to it within 2 hours at any time of the day, if the problem cannot be solved directly; the technician will continue to work with the problem until it has been solved.

1.3.2.1 Critical issues only

The 2h guaranteed response time only applies to tickets considered as Level 2 (“Critical”) or Level 1 (“Blocker”) (see definitions above). Atomia may re-prioritize the ticket if incident doesn’t live up to the severity definitions.

1.3.3 24/7 x 365 phone support (critical issues only, expert level support)

A support technician will give support over telephone at any time of the day, if the problem cannot be solved directly; the technician will continue to work with the problem until it has been solved.

1.3.3.1 Critical issues only

The support telephone may only be used for incidents considered as Level 2 (“Critical”) or Level 1 (“Blocker”) (see definitions above). Atomia may charge up to $130 for calls addressing non-critical issues.

1.3.3.2 Expert level support

The caller must be able to answer questions from the support technician, it the caller has obvious flaws in his/hers technical understanding of DNS the support technician can refuse to handle the support errand until the caller can provide the needed information to solve the problem.

1.4 Priority bug fix

Priority bug fixes can be requested for the Atomia DNS software only.

Once a priority bug fix is requested an technician will start working on a patch to fix the reported problem within 4 hours. If the bug fix is requested via the e-mail ticketing system the 4h countdown starts once a technician have answered the ticket and verified the request.

1.5 Advanced security notifications

Information about known bugs and security issues in the Atomia DNS software that gives the user of Atomia DNS a heads up on patches and new releases.

2. Limitation of Liability

With this Agreement Customer accepts that Atomia cannot be held liable for any damage the Customer may have, direct or indirect, regardless of the causes and conditions that led to the damage, even in cases when such damage is caused by Support or Atomia’s other services or software, and even in cases when Atomia has been warned about the possibility of damage.

If by any mean, Atomia is found liable for any damage, such liability may never exceed the applicable fees for Support for the period of maximum 30 days from the date of written notice to Atomia containing the damage report (“Max. Liability”).

The previous two paragraphs are not applicable in the case of malicious acts of Atomia’s staff.

3. Non-Disclosure

The confidential information is any business related information that has been disclosed by one party to another party and is and is not known to the general public.

Atomia and Customer are hereby agreeing to undertake reasonable measures for protecting confidential information exchanged in the communication between Atomia and Customer. At least, both parties will take the same effort in protecting other parties confidential information as the effort used for own confidential information.

Both parties will keep confidential information undisclosed until the confidential information becomes available to the general public.

Customers acknowledges and accepts Atomia’s right to develop own software products without limitations. The disclosure of confidential information shall not prevent Atomia from building new features to its products even in cases when these new features are based on the confidential information disclosed.

4. Modification

Atomia keeps the right to modify this agreement. In case of modification, the customer shall be notified, with the full modified agreement, in written or by email 30 days before the modification becomes applicable.

Atomia keeps the right to change this agreement for every new version of the software or an update of any part of the software. By accepting the modified version of this agreement for one part of the software, it shall be considered that the customer automatically accepted the same modified version of this agreement for any part of the software (both the one customer is using or is intending to use).

5. Termination

Unless otherwise specified in the contract, both parties may terminate this contract with a written notice 30 (thirty) days in advance.

In the case of breach of any part of this or any contract, Atomia keeps the right to terminate the contract with a notice of 3 days.

6. Governing Law

This contract is subject to laws of Sweden. Any dispute will be taken in front of competent court in Stockholm.