{"id":13304,"date":"2024-07-29T10:17:51","date_gmt":"2024-07-29T09:17:51","guid":{"rendered":"https:\/\/nboldapp.com\/?page_id=13304"},"modified":"2024-07-31T07:44:31","modified_gmt":"2024-07-31T06:44:31","slug":"sla","status":"publish","type":"page","link":"https:\/\/nboldapp.com\/fr\/legal\/sla\/","title":{"rendered":"SLA"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"13304\" class=\"elementor elementor-13304\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-68b03c4 e-flex e-con-boxed e-con e-parent\" data-id=\"68b03c4\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-40ef292 elementor-widget elementor-widget-spacer\" data-id=\"40ef292\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-11d6e8f e-flex e-con-boxed e-con e-parent\" data-id=\"11d6e8f\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e8e3b31 elementor-widget elementor-widget-heading\" data-id=\"e8e3b31\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Service Level Agreement<\/h2>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-43bc4e1 e-flex e-con-boxed e-con e-parent\" data-id=\"43bc4e1\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ae09d03 elementor-widget elementor-widget-spacer\" data-id=\"ae09d03\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-84f147f e-flex e-con-boxed e-con e-parent\" data-id=\"84f147f\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-040490b elementor-widget elementor-widget-text-editor\" data-id=\"040490b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<div class=\"flex-shrink-0 flex flex-col relative items-end\">\n<div>\n<div class=\"pt-0\">\n<div class=\"gizmo-bot-avatar flex h-8 w-8 items-center justify-center overflow-hidden rounded-full\">\n<div class=\"relative p-1 rounded-sm flex items-center justify-center bg-token-main-surface-primary text-token-text-primary h-8 w-8\">&nbsp;<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"group\/conversation-turn relative flex w-full min-w-0 flex-col agent-turn\">\n<div class=\"flex-col gap-1 md:gap-3\">\n<div class=\"flex flex-grow flex-col max-w-full\">\n<div class=\"min-h-[20px] text-message flex w-full flex-col items-end gap-2 whitespace-pre-wrap break-words [.text-message+&amp;]:mt-5 overflow-x-auto\" dir=\"auto\" data-message-author-role=\"assistant\" data-message-id=\"d8f64282-4d0c-443a-b32d-c3618aa4ec21\">\n<div class=\"flex w-full flex-col gap-1 empty:hidden first:pt-[3px]\">\n<div class=\"markdown prose w-full break-words dark:prose-invert light\">\n<h3>Service Level Agreement (SLA)<\/h3>\n<h4>1. Introduction<\/h4>\n<p>This Service Level Agreement (&#8220;SLA&#8221;) is a part of the agreement between SalesTim, owner of nBold (&#8220;Provider&#8221;) and the customer (&#8220;Client&#8221;) using the nBold software solution (&#8220;Service&#8221;). This SLA defines the service levels and expectations regarding the availability and performance of the Service.<\/p>\n<h4>2. Service Description<\/h4>\n<p>The Service is a B2B software solution designed to enhance collaborative working. The Service is provided on a subscription basis and is accessible remotely through the Internet.<\/p>\n<h4>3. Definitions<\/h4>\n<ul>\n<li><strong>Uptime:<\/strong> The time during which the Service is operational and available to the Client.<\/li>\n<li><strong>Downtime:<\/strong> The time during which the Service is not operational or accessible.<\/li>\n<li><strong>Business Hours:<\/strong>&nbsp;8 AM to 11 PM, Monday to Friday.<\/li>\n<li><strong>Maintenance:<\/strong> Scheduled downtime for updates and improvements to the Service.<\/li>\n<\/ul><div><br><\/div>\n<h4>4. Service Availability<\/h4>\n<p>The Provider will use commercially reasonable efforts to make the Service available 99.9% of the time during each monthly billing cycle, excluding maintenance windows and force majeure events. This corresponds to a maximum of 8.76 hours of unplanned downtime per year.<\/p><p><br><\/p>\n<h4>5. Performance Metrics<\/h4>\n<ul>\n<li><strong>Uptime:<\/strong> The Service will be available 99.9% of the time.<\/li>\n<li><strong>Response Time:<\/strong> The Provider will respond to support requests within:\n<ul>\n<li><strong>Sev1 (Critical Issues):<\/strong> 1 hour during Business Hours.<\/li>\n<li><strong>Sev2 (Major Issues):<\/strong> 4 hours during Business Hours.<\/li>\n<li><strong>Sev3 (Minor Issues):<\/strong> 24 hours during Business Hours.<\/li>\n<\/ul>\n<\/li>\n<li><strong>Resolution Time:<\/strong> The Provider will use commercially reasonable efforts to resolve reported issues based on their severity:\n<ul>\n<li><strong>Sev1:<\/strong> Within 4 hours.<\/li>\n<li><strong>Sev2:<\/strong> Within 1 business day.<\/li>\n<li><strong>Sev3:<\/strong> Within 3 business days.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h4>6. Support and Maintenance<\/h4>\n<ul>\n<li><strong>Support Availability:<\/strong> Support is available through the following channels:\n<ul>\n<li><strong>Users:<\/strong> Online chat during Business Hours.<\/li>\n<li><strong>Administrator:<\/strong> Email at <a rel=\"noreferrer\">support@nbold.co<\/a> during Business Hours.<\/li>\n<\/ul>\n<\/li>\n<li><strong>Maintenance Windows:<\/strong> Maintenance will be scheduled outside of Business Hours. The Client will be notified at least 24 hours in advance for scheduled maintenance that is expected to cause downtime.<\/li>\n<\/ul>\n<h4>7. Incident Management<\/h4>\n<ul>\n<li><strong>Incident Reporting:<\/strong> The Client must report incidents via email to <a rel=\"noreferrer\">support@nbold.co<\/a>.<\/li>\n<li><strong>Incident Classification:<\/strong>\n<ul>\n<li><strong>Sev1 (Critical Issue):<\/strong> Complete service outage or significant performance degradation.<\/li>\n<li><strong>Sev2 (Major Issue):<\/strong> Partial service outage or major functionality impairment.<\/li>\n<li><strong>Sev3 (Minor Issue):<\/strong> Minor service issues or inconveniences.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h4>8. Client Responsibilities<\/h4>\n<ul>\n<li><strong>Technical Requirements:<\/strong> The Client is responsible for meeting the technical and material prerequisites specified in Appendix 2.<\/li>\n<li><strong>User Management:<\/strong> The Client will designate an Administrator to manage User accounts and notify the Provider of any changes.<\/li>\n<li><strong>Backup:<\/strong> The Client is responsible for regularly backing up their data in accordance with industry standards.<\/li>\n<\/ul>\n<h4>9. Data Security<\/h4>\n<ul>\n<li><strong>Hosting:<\/strong> The Service is hosted on Microsoft Azure, which provides high availability and security standards.<\/li>\n<li><strong>Backup:<\/strong> Client data is backed up regularly to ensure data integrity and availability.<\/li>\n<li><strong>Security Measures:<\/strong> The Provider will maintain appropriate technical and organizational measures to protect Client data in accordance with GDPR and other applicable regulations.<\/li>\n<\/ul>\n<h4>10. Compensation<\/h4>\n<p>If the Provider fails to meet the service levels outlined in this SLA, the Client will be entitled to service credits as follows:<\/p>\n<ul>\n<li><strong>Uptime Below 99.9%:<\/strong> 10% service credit for the affected monthly billing cycle.<\/li>\n<li><strong>Uptime Below 99.0%:<\/strong> 20% service credit for the affected monthly billing cycle.<\/li>\n<li><strong>Uptime Below 98.0%:<\/strong> 30% service credit for the affected monthly billing cycle.<\/li>\n<\/ul>\n<p>Service credits must be requested within 30 days of the end of the affected billing cycle and will be applied to future billing cycles.<\/p>\n<h4>11. Confidentiality and Privacy<\/h4>\n<p>Both parties agree to maintain the confidentiality of all information exchanged under this SLA. The Provider will handle Client data in compliance with GDPR and other applicable data protection regulations.<\/p>\n<h4>12. Termination<\/h4>\n<p>This SLA is valid for the duration of the underlying agreement between the Provider and the Client. Either party may terminate this SLA by providing 30 days&#8217; written notice to the other party.<\/p>\n<h4>13. Miscellaneous<\/h4>\n<ul>\n<li><strong>Governing Law:<\/strong> This SLA is governed by the laws of France. Any disputes arising out of or in connection with this SLA shall be resolved in the courts of Paris, France.<\/li>\n<li><strong>Amendments:<\/strong> This SLA may be amended by mutual agreement of the parties in writing.<\/li>\n<li><strong>Severability:<\/strong> If any provision of this SLA is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.<\/li>\n<li><strong>Entire Agreement:<\/strong> This SLA, together with the underlying agreement, constitutes the entire agreement between the parties regarding the Service.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Service Level Agreement &nbsp; Service Level Agreement (SLA) 1. Introduction This Service Level Agreement (&#8220;SLA&#8221;) is a part of the agreement between SalesTim, owner of nBold (&#8220;Provider&#8221;) and the customer (&#8220;Client&#8221;) using the nBold software solution (&#8220;Service&#8221;). This SLA defines the service levels and expectations regarding the availability and performance of the Service. 2. Service [&hellip;]<\/p>\n","protected":false},"author":11,"featured_media":0,"parent":1667,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[1],"tags":[742],"class_list":["post-13304","page","type-page","status-publish","hentry","category-uncategorized","tag-legal-pages"],"featured_image_src":null,"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>SLA - nBold<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/nboldapp.com\/fr\/legal\/sla\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"SLA\" \/>\n<meta property=\"og:description\" content=\"Service Level Agreement &nbsp; Service Level Agreement (SLA) 1. 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