Service Level Agreement (SLA) for our Lundify Services
NOTE: A Swedish translation is provided below for your convenience. While we strive to provide an accurate translation, please note that the original English version is the sole legally valid and binding text.
Table of Contents:
- General
- Definitions
- Article 1. Service Uptime
- Article 2. Scheduled Maintenance
- Article 3. Performance Monitoring
- Article 4. Service Credits
- Article 5. Exclusions
- Article 6. (Helpdesk) Support and Response Times
- Article 7. Data Handling
- Article 8. Termination and Survival
- Article 9. Governing Law
General
This Service Level Agreement (SLA) between Bjorn Lunden ("Service Provider") and you the user ("Client") outlines the service level targets for the Lundify Services (the "Service") and the remedies provided to the Client in the event those targets are not met.
This SLA is effective as of the 1st of July 2025 and remains in effect until terminated or superseded by a new agreement.
Bjorn Lunden reserves the right to modify this Service Level Agreement at any time. Notice of any changes will be provided via email to the Client and published on Bjorn Lunden's website at least 30 days prior to the effective date of such changes.
Continued use of the Online Software after the effective date of any modifications constitutes acceptance of the revised Service Level Agreement.
Definitions
Maintenance | Performing all necessary hardware and software maintenance, repairs, and upgrades to ensure the continuous availability of the Service. |
Incident | A Client-reported Service issue requiring resolution. |
Response time | The time between Incident reporting and Bjorn Lunden's initial response. |
Resolution time | The time between Incident reporting and resolution. |
SLA | This Service Level Agreement between Bjorn Lunden and the Client. |
Uptime | The Service is accessible and functional for Clients and their end-users, excluding scheduled maintenance. |
Client Data | All data, information, and content provided, uploaded, or processed by the Client or its authorized users through the Service. |
Recovery Point Objective (RPO) | means the maximum acceptable amount of data loss, measured in time, from a failure or disaster. It represents the point in time to which data can be recovered. |
Recovery Time Objective (RTO) | means the target duration of time within which a business process or service must be restored after a disaster or disruption to avoid unacceptable consequences associated with a break in business continuity. RTO is measured in Business Hours. |
Service Administrator | refers to the individual(s) designated by the Client with the authority to manage the Service on behalf of the Client, including the authority to request data restorations. |
Capitalized terms not defined in the above list shall have the meanings ascribed to them in the Terms and Conditions.
Article 1. Service Uptime
1.1 The Service Provider guarantees a monthly uptime of 99.7% for the Service.
1.2 We use separate data centers operated by different hosting providers to deliver our service.
Article 2. Scheduled Maintenance
2.1 Scheduled maintenance will be performed between 00:00 and 06:00 CEST.
2.2 The Service Provider will provide advance notice of unscheduled maintenance whenever reasonably possible.
2.3 Scheduled maintenance periods are excluded from the Uptime calculation.
Article 3. Performance Monitoring
3.1 The Service Provider will continuously monitor the Service's performance and availability using industry-standard monitoring tools.
3.2 Service availability is measured via the Service's main URL: https://status.bjornlunden.com/
3.3 Availability is calculated per calendar quarter using the following formula:
T = (M-A) * 100 / M
Where:
T = Availability in percent
M = Total time in minutes within the calendar quarter.
A = Service Interruption in minutes during the period M, representing the time the Service is unavailable.
Service interruptions do not include:
Planned outages
Failures/disruptions in communication networks and connections provided by external providers
Failures/disruptions in services from external internet providers or internet nodes
Issues caused by Client or User behavior
Issues with applications, equipment, or operating systems used by the Client or User
Force majeure events
Article 4. Service Credits
4.1 If Service availability falls below guaranteed uptime in a single calendar quarter, you may be entitled to a service credit applicable to future fees or a refund (depending on your payment method) according to the following table:
Availability (%) | Service Credit |
< 99.7% - ≥ 99.0% | 10% of the fee |
< 99.0% - ≥ 98.0% | 20% of the fee |
< 98.0% - ≥ 97.0% | 30% of the fee |
< 97.0% - ≥ 96.0% | 40% of the fee |
< 96.0% - ≥ 95.0% | 50% of the fee |
4.2 "Fee" refers to the fee paid/payable for the whole or relevant part of the Service during the affected quarter. Your sole remedy for unavailability is the service credit described above.
4.3 To claim service credit, you must submit a request within ninety (90) days of the end of the calendar quarter in which the right to the credit arose. Please send your request to claim.se@bjornlunden.com.
4.4 If availability falls below 95% for three consecutive calendar quarters, you have the right to terminate this Agreement immediately.
Article 5. Exclusions
5.1 The following are excluded from the Uptime calculation and are not eligible for Service Credits:
Scheduled maintenance periods.
Outages caused by factors outside of the Service Provider’s reasonable control, including but not limited to:
Force majeure events (e.g., natural disasters, acts of war, government actions).
Client-side issues (e.g., internet connectivity problems, client-side software or hardware issues).
Third-party service provider outages (e.g., DNS provider, payment gateway).
Issues caused by the Client's violation of this SLA or the Acceptable Use Policy.
Article 6. (Helpdesk) Support and Response Times
6.1 Standard Support
Standard support is included with the Service and provides the Customer with the opportunity to ask questions about the features and use of the Service.
Scope: Standard support is limited to questions that exclusively relate to the functions and use of the Service. Information can also be found in the Service Description and manual.
Contact Channel: Questions can be submitted by contacting Bjorn Lunden via the customer forum on our website (e.g., "Questions & Answers about Bjorn Lunden"). Bjorn Lunden makes no guarantee regarding the availability of the forum or the time within which a response will be provided. Information about opening hours is available on the website.
Exclusions: Standard support does not cover questions about accounting, tax, reporting, personnel, or other legal matters.
6.2 Extended Services (Fee-Based)
Any support that goes beyond answering questions that only concern the functions and use of the Service is not covered by standard support and is charged separately according to Bjorn Lunden's then-current price list.
Examples of Extended Services: The following services are not considered standard support or maintenance and will be charged separately:
Linking to and interaction with other applications, unless the application is made available by Bjorn Lunden.
Adjustments to the Software in connection with changed scientific regulations.
The Customer's transition to other hardware or system software.
Adapting the layouts of reports, summaries, and lists.
Making and adjusting read-in and write-out masks.
The setting up of printers.
Work on the establishment of charts of accounts.
Accounting issues.
Converting or recovering files and data.
Training in the use of the Software.
Agreement: Bjorn Lunden is not obliged to perform any of the services listed above upon request and can require that the performance of such services be subject to a separate written Agreement.
6.3 Incident Management and Response Times
Availability: The helpdesk is available during Business Hours and is closed on public holidays and weekends. Contact details and specific closure dates will be published on Bjorn Lunden's website.
Response Times: The Service Provider shall respond to support requests in accordance with the severity levels and response times outlined below. "Response Time" is defined as the period from the Client's report of an incident to The Service Provider's initial acknowledgement and is measured only during Business Hours.
Severity Level | Description | Response Time |
Level 1 (Urgent) | A critical incident rendering the Service unusable | 2 business hours |
Level 2 (High) | An incident causing significant impairment to Service functionality | 4 business hours |
Level 3 (Normal) | A non-critical incident or functional inquiry | 12 business hours |
Level 4 (Low) | A minor inquiry or feature request | 24 business hours |
Resolution: The Service Provider shall use commercially reasonable efforts to resolve disruptive errors and defects in the Service at no cost to the Client.
Client Cooperation: The Client must report Level 1 incidents promptly. For all incidents, the Client agrees to provide The Service Provider with the necessary cooperation to facilitate resolution, including access to relevant data and systems required for diagnosis and implementation of a solution.
General Incident Communication: The official channel for communications regarding the operational status of the online services, including notifications for incidents, performance degradation, and scheduled maintenance, is the public status page located at https://status.bjonrlunden.com.
6.4 Lapse of Maintenance and Support Rights
The right to maintenance and to the repair of Material Errors lapses if changes to the Software are made by anyone other than Bjorn Lunden.
Article 7. Data Handling
7.1 Data Availability
The Service Provider shall use commercially reasonable efforts to ensure that Client Data processed within the Service is accessible to the Client whenever the Service is available.
7.2 Data Backup Strategy
The Service Provider shall perform regular backups of Client Data in accordance with the following schedule. These backups are designed to facilitate disaster recovery and service restoration.
Backup Type | Frequency | Description |
Transaction Log Backup | Every 4 Hours | Captures incremental changes and transactions to minimize data loss in a recovery scenario. |
Full Backup | Weekly | A complete copy of all Client Data stored within the Service |
Archival Backup | Monthly | A long-term backup stored for archival and compliance purposes. |
7.3 Service Level Objectives (SLOs)
Based on the backup strategy defined in 7.2 The Service Provider shall target the following SLOs:
Recovery Point Objective (RPO): 4 Hours. In the event of a significant incident requiring a system-wide restoration from backup, Bjorn Lunden's objective is to ensure that the maximum potential data loss does not exceed four (4) hours.
Recovery Time Objective (RTO): 2 to 4 Business Hours. In the event of a significant incident requiring a system-wide restoration, Bjorn Lunden's objective is to restore the Service to an operational state within two (2) to four (4) Business Hours from the time the restoration process is initiated.
7.4 Data Restoration Services
a) Conditions for Client-Requested Restoration.
The Service Provider may, upon Client's formal request, restore Client Data from an available backup, provided the following conditions are met:
l. The formal request is submitted via the official support channels by a designated Service Administrator; AND
ll. The request is made in relation to either:
1) An active Client whose service agreement has not been terminated; OR
2) A former Client whose service agreement was terminated, but the request is made within one hundred eighty (180) days of the termination date for the express purpose of reactivating the Service.
b) Restoration due to Service Error.
The Service Provider may, at its own discretion, initiate a data restoration to remedy a system-wide Error as defined in the Terms and Conditions.
c) Client Acknowledgement of Data Loss.
The Client acknowledges and agrees that in any restoration event, whether requested by the Client or initiated by The Service Provider, any and all Client Data created or modified between the timestamp of the backup being used for restoration and the time of the restoration itself will be permanently and irretrievably lost.
7.5 Post-Termination Data Retention
Upon the termination of the Client’s service agreement for any reason, Bjorn Lunden shall retain a final backup of the Client Data for a period of one hundred eighty (180) days ("the Retention Period"). During this period, the Client may request the data for the purpose of reactivating the Service, as outlined in Section 7.4(a)(ii)(2). Following the expiration of the Retention Period, all Client Data will be permanently and irretrievably deleted from Bjorn Lunden's systems.
Article 8. Termination and Survival
8.1 This SLA is an integral part of the Main Agreement between Bjorn Lunden and the Client for the provision of the Service and is subject to all the terms and conditions therein.
8.2 This SLA will automatically terminate upon the expiration or termination of the Main Agreement, regardless of cause. No separate termination notice is required for this SLA.
8.3 Notwithstanding the termination of this SLA pursuant to Section 8.2, the following Sections shall survive its termination: Section 7.5 (Post-Termination Data Retention) and this Section 8.3.
Article 9. Governing Law
9.1 This SLA is governed by and construed in accordance with the laws of the jurisdiction specified in the Terms and Conditions.
Swedish translation of the SLA
Innehållsförteckning:
- Allmänt
- Definitioner
- Artikel 1. Tjänstens tillgänglighet
- Artikel 2. Planerat underhåll
- Artikel 3. Prestandaövervakning
- Artikel 4. Servicekrediter
- Artikel 5. Undantag
- Artikel 6. Support (Helpdesk) och svarstider
- Artikel 7. Datahantering
- Artikel 8. Uppsägning och fortlevnad
- Artikel 9. Tillämplig lag
Allmänt
- Detta Tjänstenivåavtal (SLA) mellan Bjorn Lunden ("Tjänsteleverantören") och dig som användare ("Kunden") fastställer servicenivåmålen för Lundify-tjänsterna ("Tjänsten") samt den kompensation som tillhandahålls Kunden i händelse av att dessa mål inte uppnås.
- Detta SLA gäller från och med den 1 juli 2025 och förblir i kraft tills det sägs upp eller ersätts av ett nytt avtal.
- Bjorn Lunden förbehåller sig rätten att när som helst ändra detta Tjänstenivåavtal. Underrättelse om ändringar kommer att skickas via e-post till Kunden och publiceras på Bjorn Lundens webbplats senast 30 dagar innan ändringarna träder i kraft.
- Fortsatt användning av Programvaran online efter att ändringarna har trätt i kraft utgör ett godkännande av det reviderade Tjänstenivåavtalet.