Service Level Standard

This Service Level Standard (SLS) outlines the service levels, support, commitments and expectations PLAIO ehf. (“PLAIO”) aims to provide for its software-as-a-service (SaaS) solution. It applies to all customers using PLAIO’s cloud-based platform.

1. Scope of Services

This SLS applies to the following services:

  • Technical support for the PLAIO platform.
  • Issue resolution and troubleshooting.
  • Regular maintenance and updates.

2. Service Hours

  • Monday to Friday: 9:00 AM to 17:00 PM (GMT), excluding public holidays.

3. Support Channels

  • Email: help@plaio.com
  • Support Portal: Support portal within Platform

4. Response and Resolution Times

Error class Severity Impact Response time Resolution time
High Critical and urgent Impact is high in terms of continuity of core business processes, number of users involved, correctness of data and direct action needed 2 hours 24 hours
Medium Critical but not urgent Impact rather high. Parts of business processes or data influenced, but direct action not needed 2 hours 3 business days
Low Not critical Impact not high. Business processes and data are hardly or not influenced. The incident can be addressed in the next release. 2 hours Next release of software

5. Monitoring and Reporting

  • Regular monitoring of the PLAIO Solution will be conducted to ensure optimal performance.
  • Monthly reports on support activities, response times, and resolution times will be provided to the Customer.

6. Customer Obligations

  • Provide accurate and detailed information when reporting issues.
  • Ensure the availability of necessary resources and data.
  • Maintain up-to-date contact information for urgent support.

7. Service Provider Responsibilities

  • Provide timely and efficient support as outlined in this SLS.
  • Communicate any updates or maintenance activities that may affect service availability.
  • Ensure qualified personnel are available to handle support requests.

8. Escalation Procedures

  • If a support issue is not resolved within the specified resolution time, the Customer may escalate the issue by contacting sls@plaio.com.

9. Modifications

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