Service Level Agreement

Last updated April 26, 2022.

PREAMBLE

Professional.Wiki – Jeroen De Dauw & Karsten Hoffmeyer GbR, Tieckstraße 24, 10115 Berlin, Germany ("Professional.Wiki", “we”, “us”, or “our”) provides companies and private people (“Customer”) with an end-to-end online collaboration and web content management platform, with the aim of working collaboratively on documents and data. The web-based wiki software MediaWiki and its extensions (“Software”) allows rich content creation with version history, powerful search and easy navigation as documented on MediaWiki.org.

This Service Level Agreement (SLA) defines the basic provision of support for all Plans offered to the Site by Professional.Wiki and the availability. Selected plans may offer extended Service Levels. The definitions from the Terms of Service (TOS) of Professional.Wiki also apply. The TOS is available at the ProWiki - Terms of Service page.

1. DEFINITIONS

The following terms, as used herein, have the following meanings, whether used in the singular or plural (some terms are defined within the section in which they are used):

1.1. SUPPORTED BROWSERS AND ACCEPTABLE USE

Customers must adhere to supported browsers, and follow any policies for acceptable use in order to receive the Service. Details of the supported browsers and policies for acceptable use can be seen in the TOS.

1.2. EXCLUSIONS

This SLA and any applicable Service Level do not apply to any performance or availability issues:

This SLA does not apply for recovery procedures caused by the Customer deleting or removing data by accident.

2. SERVICE LEVELS

3. ISSUE REPORTING

This SLA includes corrections of Issues linked to critical functionalities but also analysis or correction of Issues related to major or minor level of availability. Those three levels of unavailability are detailed as follows:

Level Issue report First attempt to solve the problem
Response time during working hours Response time outside working hours
Critical Received by email (T0) 8 h 36 h
Major Received by email (T0) 92 h 172 h
Minor Received by email (T0) 12 weeks 12 weeks

4. LEVELS OF UNAVAILABILITY

4.1. CRITICAL

4.2. MAJOR

4.3. MINOR

5. REPORTING A PROBLEM

5.1. REPORTING PROCESS

All Issues encountered by the Customer must be reported in English via email to support@professional.wiki.

Whenever a critical issue is solved, Professional.Wiki provides a written report to the Customer, explaining the reason for the unavailability and, if applicable, why Professional.Wiki is not responsible for it. Professional.Wiki is allowed to send the report via email or at a dedicated web page accessible via the Site.

5.2. MISUSAGE

Any misuse or abuse of error reporting will be billed separately to the Customer.

5.3. EXCEPTIONS

This SLA does not include the ability for the Customer to introduce change requests, new-feature requests or improvements of the system.

6. SANCTIONS

A breach is defined as:

In case of breach of recovery time by Professional.Wiki the Customer has the right to terminate all contracts with Professional.Wiki for good cause.

7. GENERAL TERMS

This SLA will be effective on the date the Customer accepts Professional.Wiki’s Standard Terms and Conditions and will automatically expire upon the termination or expiry of the Standard Terms and Conditions entered into by the Parties. Any previously agreed Service Level Agreements are hereby declared invalid.

CONTACT US

In order to resolve a complaint regarding the Site or to receive further information regarding use of the Site, please contact us at:

Professional.Wiki – Jeroen De Dauw & Karsten Hoffmeyer GbR
Tieckstraße 24
10115 Berlin
Germany

Phone: +49 (30) 24 08 52 36
Email: support@professional.wiki