Service Level Agreement (SLA)

Service Levels and System Requirements for TrainTool Clients

Service Levels

TrainTool's services are certified in the field of information security (ISO27001). The application is hosted at TRUE B.V.. This is an environment that has all the benefits of cloud hosting, but it is fully owned and managed by TRUE B.V. and it is located on Dutch territory. TRUE's hosting services are certified (ISO 27001) in the field of information security.

SERVICE LEVELS	RESPONSE TIME During office hours	RESOLVE TIME
Level 1 - Critical System not operational	< 4 hours	< 2 business days
Level 2 - Disruptive Systeem operational in a limited or decreasing manner	< 8 hours	< 5 business days
Level 3 - Low urgency / support question System fully operational	< 16 hours	to be determined in consultation

System uptime is > 99.9%, see also https://traintool.statuspage.io

Exceptions

Updates and maintenance with prior notice	Incidents that occur during updates and maintenance which were announced beforehand do not count as an incident as included in the SLA. These updates take place outside office hours.
Non-culpable incidents	If it turns out that a disruptive error was caused by a user beyond the control of TrainTool, this does not count as an incident as included in the SLA.
Security updates	Updates carried out for security reasons will never be seen as an incident as described in the SLA.
Custom mutations	If the client requests specific, custom mutations to the web application, the terms and conditions (regarding delivery, maintenance and support) will be determined in consultation.
Aberrent resolve time	In case of limited human resource capacity, TrainTool has the right to deviate from the resolve times as stated above. The following conditions apply: 1. the client will receive a notice by email 5 business days in advance 2. the resolve times can be extended with a maximum of 5 business days

General

Incident	An 'incident' occurs when a client notifies TrainTool of a level 1, 2, or 3 situation.
Response time/resolve time (during office hours)	The response time is the time until TrainTool confirms the incident. The resolve time starts then and ends when the incident has been reported as solved by TrainTool.
Office hours	Monday to Friday from 09:00 (9 AM) to 17:00 (5 PM) GMT+1, with the exception of Dutch national holidays.
Backups and maximum data loss during an emergency	At least every 24 hours a backup is made of all user data that is present in the web application. The backups are made between 00:00 and 06:00 (GMT+1) and are saved on multiple locations, spread over multiple servers located on Dutch territory. Thus, the maximum data loss during an incident is 24 hours.
Intellectual property rights	TrainTool B.V. provides the web application and optionally supplies supporting (video) material. The intellectual ownership of content that has been supplied by the client or their users, remains with the author of that content.
Report	Reports on compliance with this SLA are available to the client on request.
Communication	We have the following routes for communication between customer/participant and Faculty of Skills: Operational: via the support desk (chat, email, telephone) Tactical: periodic consultation with the project team (at least once a quarter) Strategic: consultation between client and learning consultant (account manager), at least annually

System requirements

You can find our article about the system requirements here.