SLA: Service Level Agreement
Effective Date: April 14, 2025
This Service Level Agreement (SLA) describes the services Chainfill provides to its customers regarding support and incident management.
1. Support
Chainfill provides digital support to the client when using the service and when resolving any problems that users experience.
2. Helpdesk & Contact Point
We provide a helpdesk that serves as the central contact point for incidents and support requests. Reports can be submitted via support@chainfill.ai or a ticketing system designated by Chainfill.
3. Priorities & Response Times
The service window is Monday through Friday from 09:00 to 18:00 Netherlands time, excluding public holidays generally recognised in the Netherlands. Chainfill classifies incidents based on their nature and impact. Chainfill's classification is authoritative:
| Priority | Meaning | Response Time | Handling |
|---|---|---|---|
| P1 – Critical | Complete unavailability of the software or a critical security incident with immediate impact. | Within 1 hour, including outside the service window | Continuous work until mitigation; provide an alternative |
| P2 – High | Severe disruption of core functionality with substantial impact, but no complete unavailability. | Within 4 hours during the service window | Priority follow-up during the service window |
| P3 – Normal | Non-critical disruption or a workaround is available. | Within 1 business day | Follow-up in accordance with the release policy |
| P4 – Low | Questions, requests, cosmetic issues, or change requests. | Within 3 business days | Follow-up in accordance with the release policy |
4. Coordinator & Feedback
The coordinator within the client's organization is the contact point for both reporting incidents and receiving feedback from Chainfill.
5. Follow-up & Resolution
The stated times are target response times, not guaranteed resolution times. Chainfill follows up on incidents according to the commitments above and keeps the client informed of progress.
6. Costs Due to Incorrect Use
If an incident is caused by incorrect use or other circumstances attributable to the client or third parties, the costs incurred will be charged to the client based on post-calculation and at applicable rates. These will be transparently specified.
7. Communication & Progress
Chainfill regularly informs the client about progress in resolving incidents. The frequency of these updates depends on the priority of the incident.