Maintenance & Support SLA

Article 1 - Introduction

1.1  This Attachment 2 sets out the service levels applicable to the Maintenance and Support Services.

Article 2 - Maintenance Services

2.1  Froomle shall where practicably give to the Customer at least 7 Business Days' prior written notice of maintenance Services that are likely to affect the availability of the Hosted Services or are likely to have a material negative impact upon the Hosted Services, without prejudice to Froomle's other notice obligations under this Attachment 2.

Article 3 - Updates

3.1  Froomle shall give to the Customer written notice of the application of any security Software Update to the Hosted Services and at least 7 Business Days' prior written notice of the application of any non-security Software Update to the Hosted Services.

3.2  Froomle shall apply Software Updates to the Hosted Services as follows:
a) third party security Software Updates shall be applied to the Hosted Services following release by the relevant third party, providing that Froomle may reasonably decide not to apply any particular third-party security Software Update;
b) Froomle's security Software Updates shall be applied to the Hosted Services following the identification of the relevant security risk and the completion of the testing of the relevant Software Update; and
c) other Software Updates shall be applied to the Hosted Services in accordance with any timetable notified by Froomle to the Customer or agreed by the Parties from time to time.

Article 4 - Upgrades

4.1  Froomle shall produce Software Upgrades at its sole discretion.

4.2  Froomle shall give to the Customer at least 7 Business Days' prior written notice of the application of a Software Upgrade to the Hosted Services.

4.3  Froomle shall apply each Software Upgrade to the Hosted Services within any period notified by Froomle to the Customer or agreed by the Parties in writing.

Article 5 –  Froomle service desk

5.1  Froomle shall make available to the Customer the Froomle service desk in accordance with the provisions of this Attachment.

5.2  The Froomle service desk receives a ticket and makes sure the correct service delivery teams are engaged to provide service conforming to the service levels.Service desk email: support@froomle.com

‍5.3  The Customer may use the Provider service desk for the purposes of requesting and, where applicable, receiving the Maintenance and Support Services, and the Customer must not use the service desk for any other purpose.

5.4  Froomle shall ensure that the service desk is accessible by email.

5.5  Froomle shall ensure that the service desk is operational and adequately staffed during Business Hours during the Term.

Article 6 – Corrective Maintenance

6.1  Issues raised through the Froomle service desk shall be categorized as follows:

‍Critical
‍The Hosted Services are fully or partially inoperative and Customer’s inability to use the Hosted Services has a critical effect on Customer’s operations. This condition is generally characterized by complete Hosted Services failure for one or more functions and requires immediate correction.

‍High Priority
‍The user experience of less than 10% of the Customer’s end users is significantly degraded, as a result of Froomle’s inability to provide qualitative (relevant and correct) recommendations, caused by a Hosted Services Defect.

‍Low priority
‍Any other functional or technical issue, or degradation of the Hosted Service, with a lesser impact on the user experience caused by a Hosted Services Defect.

6.2  Froomle shall determine, acting reasonably, into which severity category an issue falls.

6.3  Froomle shall use all reasonable endeavors to respond to requests for corrective Maintenance Services promptly, and in any case:
> Within 1 hour for issues classified as Critical (during Business Hours).
> Within 2 hours for issues classified as High Priority (during Business Hours).
> Within 2 working days for issues classified as Low priority (during Business Hours)

6.4  Froomle shall ensure that its response to a request for corrective Maintenance Services shall include the following information: an acknowledgement of receipt of the request, where practicable an initial diagnosis in relation to any reported Hosted Services Defect, and an anticipated timetable for action in relation to the request.

6.5  Froomle shall use all reasonable endeavors to resolve issues raised through the Froomle service desk promptly.

Article 7 – Limitations on Maintenance and Support Services

7.1    Froomle shall have no obligation to provide Maintenance and Support Services in respect of any issue caused by:
a) the improper use of the Hosted Services by the Customer;
b) an issue not caused by a Hosted Services Defect; or
c) any alteration to the Hosted Services made without the prior consent of Froomle.

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Last modified on March 1, 2025.
FROOMLE NV
Borsbeeksebrug 28
‍2600 Antwerp
Belgium
Company number: 0654.854.720
‍info@froomle.com