Introduction

This is a service level agreement between FirmaCorp Inc. along with its subsidiary Enterprise TicketSystem(r) Corp henceforth referred to as 'The Corporation' and any customers, defined as external consumers of the Enterprise TicketSystem(r) service and henceforth referred to as 'The Customers'.

Reviewed 16. February 2023 and to be reviewed and renewed by both The Corporation and The Customer within one year from last review.

Signed

Theis Pieter H.
Simon J. F.
Mikkel T. K.
Reimar P. B.

Purpose

The purpose of this document is to specify the rights and guarantees that The Corporation makes in the quality of service brought to The Customers, and if not upheld, will allow The Customer to null the agreement with no penalty to The Customer.

1 § Right to provide and decline any requests within specification of terms § 1.1 - § 1.3:

1.1 § The Corporation will attempt to provide any service(s) described in the Service Catalog.

1.2 § The Corporation will attempt to respond to service requests within 2 business days.

1.3 § The Corporation will reserve right to the decline the request if it is not a part of the Service Catalog with no further notice.

2 § Early Termination of Agreement

2.1 § The Customer will be allowed to terminate the agreement with 30 days notice if The Corporation is found to not be upholding the guarantees described in § 1.1, - § 1.3.

2.2 § The Customer will have the right to a 6 week notice in the case of early termination of the agreement by The Corporation.

2.3 § The terms as described in this document may be modified or terminated early, under agreement by both The Corporation and The Customer

3 § Exceptions

3.1 § The Corporation will not be liable to the terms provided in § 1.2 if The Corporation is able to prove external issues, including but not limited to outages caused by natural disasters or other unforeseen circumstances hindered The Corporation in it's ability to uphold the terms provided § 1.2.

4 § Availability

4.1 § The Service is scheduled to be down for maintainence between 9 AM to 5 PM CEST on the 4th of March of the year this document was last reviewed.

4.2 § The Service is otherwise expected to be available 24/7.