Maintenance and Support Policy
Maintenance and Support Policy
Effective from: February 21, 2023.
1. Definitions
Terms capitalized in this Maintenance and Support Policy but not specifically defined shall have the meaning defined in the Klappir Service Terms.
2. Support
2.1. Klappir provides support to Customers who have purchased a Subscription to the Software Services via a help desk during the hours of 9:00 to 16:00 in the time zone GMT/UTC±00:00 on weekdays, excluding public holidays in Iceland (“Support”).
2.2. You may initiate a Support request by sending an email to service@klappir.com.
2.3 You should use reasonable efforts to resolve the issue at hand, including reading of Documentation, before requesting Support.
2.4 Support is not intended as a substitute for Advisory Services as described in the Klappir Product Terms, including account setup, activation of currently available supplier web services, assistance in establishing data sharing pathways between you and your suppliers and assistance in creating sustainability reports utilizing your Data and Information.
2.5 Klappir will endeavor to respond to all support requests in a timely manner. Klappir may prioritize the resolution of support requests based on the severity of the issues at hand at Klappir’s discretion.
2.6. You agree to cooperate with Klappir and provide Klappir access to all necessary information and technology required to provide the requested Support.
3. Uptime of the Software Services.
3.1. Service Level Commitment. Klappir will endeavor to make the Software Services available to Customers no less than 99,5% of the time with the exceptions described in this policy (the Service Level Commitment).
3.2. Scheduled Downtime The Service Level Commitment does not include scheduled downtime for maintenance of the Software Services. The Customer will be notified of scheduled downtime with reasonable advance.
3.3. Emergency Downtime The Service Level Commitment does not include emergency downtime due to unforeseen circumstances or Force Majeure.
4. Effects of breach of Service Level Commitment
4.1. You may elect to terminate your Subscription to the Software Services without liability if Klappir does not fulfill its Service Level Commitment for three out of four consecutive months.
4.2. You must provide Klappir written notices of the alleged breach in each of the months or otherwise bear the burden of proving the breach.