Service Level Agreement

Version 25.02

This Service Level Agreement (“SLA”) is part of the Software as a Service Agreement between the Customer and Marvia (the “Agreement”). Marvia recommends that the Customer periodically review the online SLA for updates.

1. Introduction

This SLA outlines the levels of product availability and support the Customer can expect from Marvia during the term of the Agreement.

2. Definitions

The following terms are used in this SLA and have the meanings specified below. Terms in the singular include the plural, and vice versa. References to "month," "quarter," and "year" mean calendar month, calendar quarter, and calendar year, respectively, unless otherwise noted. The term “including” means “including but not limited to.”

3. Scope of the Service Level Agreement

This SLA applies only to the Product and Professional Services described in the Agreement. It does not cover software, hardware, services, or other IT system components not purchased from or managed by Marvia.

Marvia will address material issues with the Product unless:

• The issue arises from Customer misuse of the Product, contrary to Marvia’s training, Knowledge Base, or instructions;
• The Customer has made unauthorized changes to the Product’s configuration;
• The Customer has prevented Marvia from performing maintenance;
• The issue results from third-party products;
• The issue results from User actions, such as modifying software or mismanaging user permissions.

4. SLA Effective Date and Term

This SLA is effective from the Project Start Date and terminates automatically upon the expiration or termination of the Agreement, without compensation or refund.

5. Responsibilities

Marvia Responsibilities:

• Ensure the availability of the Product and Services as per the Uptime guarantee.
• Respond to support requests within specified timeframes.
• Escalate, diagnose, and resolve issues promptly, allocating sufficient qualified personnel and resources.
• Maintain clear and timely communication with the Customer.

Customer Responsibilities :

• Use the Product as intended under the Agreement.
• Notify Marvia promptly and thoroughly of any incidents or issues.
• Cooperate with Marvia in diagnosing and resolving issues by providing timely and accurate responses.
• Assign qualified Customer personnel to collaborate with Marvia in the event of a Level A Incident.
• Grant Marvia access to necessary systems, software, and equipment for maintenance, updates, and troubleshooting.

6. Availability

Marvia guarantees 99.9% Uptime, 24/7. Uptime is measured monthly and calculated as follows: 

7. Response and Resolution Times

Marvia will acknowledge Customer issues promptly, via email or phone, confirming receipt and providing a solution or requesting additional information. Response and Resolution times depend on the severity and priority of the reported issues:

Premium SLA: Faster response and resolution times are available upon agreement.

8. Hosting and Infrastructure

Version 25.2

This Service Level Agreement ("SLA") is part of the Software as a Service agreement between the Customer and Marvia (" Agreement"). Marvia recommends the Customer to review the SLA online periodically. 

1. Introduction

This SLA describes the levels of product availability and support that the Customer can expect from Marvia for the Agreement's duration. 

2. Definitions

The following terms, as used in this SLA, have the meanings specified below. In this SLA, the singular includes the plural and vice versa; the words "month", "quarter", and "year" mean a calendar month, calendar quarter, and calendar year, unless stated otherwise, and the word "including" means "including without limitation".  

3. Scope of the Service Level Agreement

This SLA applies only to the Product and Professional Services described in the Agreement. This SLA does not apply to software, equipment, services, or other parts of an information technology system that is not purchased or managed by Marvia. 

Marvia will correct material issues with the Product, except when:

• The issue has been caused by the Customer’s use of the Product in a manner that is contrary to Marvia training, Help Center, or any other instruction issued by Marvia;
• The Customer has made unauthorized changes to the configuration or set-up of the affected Product;
• The Customer has prevented Marvia from performing maintenance on the Product; 
• The issue is caused by Third Party Products; 
• The issue is caused by User(s), including by modifying part of the software or by adding, deleting, or assigning improper rights to Users.
  
  

4. SLA Effective Date and Term

This SLA is effective from the Project Start Date and will be terminated without further notice and without entitlement to compensation or restitution upon expiration or termination of the Agreement. 

5. Responsibilities

Marvia Responsibilities:

• Ensure that the relevant Product and Service are available to Customer in accordance with the Uptime guarantee;
• Respond to support requests within the timescales below;
• Take steps to escalate, diagnose, and resolve issues in an appropriate and timely manner, including the allocation of suitably qualified personnel and the gathering of necessary information; and
• Maintain clear and timely communication with the Customer at all times. 

Customer Responsibilities:

• Using the Product as referred to under the Agreement;
• Inform Marvia of issues or problems in a timely manner and as thoroughly as possible;
• Collaborate with Marvia in her efforts to escalate, diagnose, and resolve issues through timely and accurate responses to requests for information;
• In the case of a Level A Report, ensure that there are enough skilled Customer employees to work with Marvia; and
• Provide Marvia with access to equipment, software, and services for maintenance, updates, and error prevention. 

6. Availability

Marvia guarantees an Uptime of 99,9%, 24 hours a day, 7 days a week. Uptime is measured based on the monthly average of availability, rounded down to the nearest minute, and calculated as follows: 

Agreed Hours of Service – Hours of Downtime 

Uptime % =  --------------------------------------------------------------------- * 100%

         Agreed Hours of Service

7. Response Time and Resolution Time

In the event of a report, Marvia is deemed to have responded to the Customer's first request. This may be in the form of an email or phone call to acknowledge receipt of the Customer's request, provide a solution, or request more information. The Response Time and Resolution Time depend on the priority of the affected items(s) and the severity of the report, as set out in the following schedules: 

A Premium SLA is also available:

7.1 Exceptions

• Updates to the platform

Updates will always be performed outside Office Hours. Incidents that occur during these updates do not count as an Incident as included in this SLA.

• Non-culpable incidents

Incidents at the Customer that are caused through no fault of Marvia do not count as an Incident as included in this SLA but are remedied on a T&M basis.

• Security updates

Updates performed for security reasons will never be valid as an incident, as included in this SLA. 

8. Marvia’s storage and infrastructure

Marvia’s Products are hosted at Amazon Web Services (AWS) facilities in Frankfurt (eu-central-1) called AWS S3. Amazon S3 offers the possibility to store an almost unlimited amount of data with guaranteed data durability of 99.999999999% and 99.99% availability for a given year.

9. Problem management

Marvia Support regularly analyzes all Customer Tickets to identify trends and bottlenecks. The support department updates the training and knowledge base based on these findings.

To respond to frequently asked questions and help Customers resolve common issues without direct assistance from Support, Marvia maintains the Help Center on the Marvia website (support.getmarvia.com).

10. Service desk and support

For regular support, Marvia is available through a ticket system from Monday to Friday, 8.00 to 18:00, at support@getmarvia.com or +31(0)20 716 2810.
For incidents outside office hours, an escalation model is available.