Service Level Agreement
Effective Date: January 1, 2025
This Service Level Agreement (SLA) defines the performance standards, responsibilities, and commitments between Chain Fill and our clients regarding the availability and support of our AI-powered logistics platform.
1. Support
Chain Fill provides telephone and/or digital support to the client when using the service and when solving any problems that users experience.
2. Helpdesk & Contact Point
We provide a helpdesk that serves as a central contact point for all incidents related to the use of Chain Fill. Within the client's organization, a coordinator is responsible for reporting incidents to our helpdesk.
3. Priority & Recovery Times
Incidents are classified into the following priority categories, depending on their nature and impact:
| Priority | Meaning | Response Time | Recovery Time |
|---|---|---|---|
| 1 (crash) | Chain Fill is completely unusable for all users. | 1 hour | 4 hours |
| 2 (major) | An important module is not usable. | 1 hour | 3 hours |
| 3 (minor) | Small error, Chain Fill partly does not function according to specification. | 4 hours | 24 hours |
4. Coordinator & Feedback
The coordinator within the client's organization is the contact point for both reporting incidents and receiving feedback from Chain Fill. Incidents can be reported by email or telephone.
5. Start Activities & Solution
We start solving reported incidents as soon as possible. Chain Fill is committed to resolving incidents within the recovery times mentioned above.
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
Chain Fill regularly informs the client about progress in solving incidents. The frequency of these updates depends on the priority of the incident.