Service Level Agreement (SLA) – Incident Response and Resolution
1.1. Target availability: SMK aims to provide 99.5% uptime for the Cloud Service, excluding scheduled maintenance.
1.2. Standard support: Standard support is provided Monday through Friday, 09:00–17:00 Eastern European Time (EET), excluding Estonian public holidays.
1.3. Priority support: Priority support outside standard support hours is provided through an agreed telephone or e-mail channel for an agreed base fee.
1.4. Priority support covers:
availability outside 09:00–17:00 EET on working days and during weekends and public holidays;
critical incidents and total service disruptions only;
initial response within 60 minutes.
Incident Classification and Response Times
Incidents reported to support@smartmasterkey.com are classified based on their impact on the service as follows:
Criticality level | Description of situation | Response time | Resolution time |
|---|---|---|---|
High (Critical) | Complete system outage or severe degradation preventing door access in masses, failure in user authentication, or other essential functions. | Standard support: Within 1 working hour Priority support: Within 1 hour | Standard support: Within 5 working hours Priority support: Within 5 hours |
Medium (Non-critical) | Partial malfunction, minor performance degradation, or non-blocking issues affecting access or privilege management for one or more users or doors, provided the issue does not constitute a complete outage or mass-impact event under the High category. | Within next working day | Within 3 working days |
Low (Non-critical) | Issues affecting a single user or a non-essential feature not related to access or privileges (e.g. a user unable to upload their profile picture). | Within 2 working days | Within 5 working days |
3. Measurement and obligations
3.1. Response time: Measured from receipt of an incident report at support@smartmasterkey.com until SMK acknowledges the ticket and begins diagnostics.
3.2. Resolution time: Measured from acknowledgement until the Service is restored to functional status or a satisfactory workaround is provided.
3.3. Working day: A working day is a day from Monday to Friday, excluding Estonian public holidays. Resolution times expressed in working days are counted in working days from acknowledgement of the incident.
3.4. Working hour: an hour falling within Standard support hours. Where a response or resolution period would otherwise extend beyond Standard support hours, the remaining time carries over and resumes at the start of the next Standard support day.
3.5. Clock stoppage: Time elapsed while SMK awaits further information, access, or confirmation from Customer or the end-user is excluded from the Resolution Time calculation.
4. Maintenance and downtime
4.1. Scheduled maintenance: SMK shall provide at least 48 hours’ notice for planned maintenance that may impact Service availability. Such work will be performed outside standard business hours whenever possible.
4.2. Emergency maintenance: SMK reserves the right to perform immediate maintenance in the event of critical security threats or infrastructure failure.
5. SLA exclusions
The performance targets set out in this Appendix do not apply to incidents caused by:
factors outside SMK’s reasonable control (Force Majeure);
failures in the end-user’s internet connectivity or local network infrastructure;
faulty third-party hardware not provided or certified by SMK;
unauthorized modifications to the SMK software configuration by Customer or the end-user.