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LG-04·
Services and Deliverables
- Introduction
- This schedule describes the Services and Deliverables.
- Fortiv services and deliverables
- A general description of the Services and Deliverables can be found at www.fortiv.io.
- Service levels
- The Supplier offers support and maintenance relating to the Services.
- Uptime
- The Supplier will use commercially reasonable efforts to make the Services available 24 hours a day, 7 days a week, however, the Supplier does not guarantee that the Services will be constantly available or be uninterrupted. The Supplier may suspend, withdraw or limit the availability of all or any part of the Services for business and operational reasons, provided that the Supplier gives the Customer prior written notice of any suspensions, withdrawals or limitations where reasonably possible.
- The Supplier provides an Uptime Percentage of 99 % for the main systems, which is measured monthly. This uptime calculation does not include (i) downtime for planned- and emergency maintenance (as set out in clause 3.3), (ii) unavailability caused by Force Majeure or (iii) interruptions or issues caused by the Customer, the Customer’s systems, internet problems, third- party software or any other factors outside the Supplier’s reasonable control.
- The Supplier will use commercially reasonable efforts to make the Services available 24 hours a day, 7 days a week, however, the Supplier does not guarantee that the Services will be constantly available or be uninterrupted. The Supplier may suspend, withdraw or limit the availability of all or any part of the Services for business and operational reasons, provided that the Supplier gives the Customer prior written notice of any suspensions, withdrawals or limitations where reasonably possible.
- Maintenance
- To ensure the ongoing security, stability, and performance of the Services, the Supplier may perform scheduled maintenance activities. Such activities may include but are not limited to implementation of patches, updates, hotfixes, security enhancements, infrastructure upgrades and any platform releases. These may affect the administrative interface, customer-facing endpoints or other parts of the Services.
- Planned maintenance shall, were reasonably practicable, be carried out out- side Supplier’s standard business hours (CET). The Supplier must notify the Customer at least five (5) business days in advance.
- In cases of critical vulnerability, service instability, or other urgent operational risks, the Supplier has the right to perform emergency maintenance without prior notice. In such cases, the Supplier must notify the Customer as soon as reasonably possible.
- Support
- Support is provided by local staff and is available by e-mail in English language. Support handles most frequent questions/issues. Any support requests will be handled as quickly as commercially possible.
- Force Majeure
- The Supplier is not subject to fines or sanctions in urgent support cases which are caused by external factors, such as power blackouts, internet downtime and other events that could be characterized by Force Majeure.
- Third Party Infrastructure Dependencies
- The Services are hosted using third‑party infrastructure providers, including but not limited to public infrastructure/platforms, backbone internet routing, domain-name system and certificate authorities.
- The Supplier shall not be liable for downtime, degradation, or loss of availability resulting from incidents, maintenance, or configuration changes performed by such third‑party providers, whether or not advance notice is given to the Supplier.
- Such downtime shall be excluded from any calculation of Service Availability unless otherwise explicitly agreed. The Supplier shall, where possible, monitor and inform the Customer of any major incidents affecting availability, but cannot guarantee prior notice or preventing of upstream issues.
- Incident- and Problem Management
- The Supplier shall provide incident- and problem management during business hours (CET) in accordance with the provisions set out in this clause. The Supplier shall log, classify and prioritize all incoming incidents in accordance with the following table:
- The Supplier shall provide incident- and problem management during business hours (CET) in accordance with the provisions set out in this clause. The Supplier shall log, classify and prioritize all incoming incidents in accordance with the following table:
| Priority | Description | Example impact | Target Response Time |
|---|---|---|---|
| P0 | Total service outage or critical business impact. No workaround available. | Entire platform unavailable; data corruption. | 1 hour (24/7) |
| P1 | Major functionality impaired; severe business impact. Workaround possible but not scalable. | Key module down; major performance degradation. | 2 hours |
| P2 | Partial loss of functionality; moderate business impact. Workaround available. | Specific feature not working for some users. | 4 hours |
| P3 | Minor impact; non-critical issue. | Cosmetic UI defect; documentation issue. | 1 week |
- The Customer shall notify the Supplier immediately upon becoming aware of any incidents in the Services and must provide the Supplier with sufficient information in order for the Supplier to be able to replicate and identify the incident. The Supplier shall – based on the information provided by the Customer – qualify (acting reasonable) the priority level of the incident.
- The Supplier shall for P0 – P2 incidents work continuously to remediate the incident or provide a work-around. The Supplier shall for P0 – P2 incidents update the Customer on a regularly basis of the incident handling. P3 incidents may be remediated through future updates or upgrades.
