Service Level Agreement
This agreement is made on 7 November 2026 between:
- CloudNorth Hosting AS, of 100 Fjord Street, Oslo, Norway ("the Provider"); and
- Bergmann Retail GmbH, of Hauptstrasse 8, Vienna, Austria ("the Customer").
This agreement sets the level of service the Provider promises the Customer, how that level is measured, and what the Customer receives when the Provider falls short. It applies together with any other agreement under which the Provider supplies the service (the "Main Agreement"). If they conflict on service levels, this agreement applies.
1. Definitions
In this agreement:
- "Service" means the service described in section 2.
- "Availability" means the share of a Measurement Period, in minutes, in which the Service works as described in section 2, after taking away Excluded Time.
- "Availability Target" means the target in section 4.
- "Excluded Time" means time described in section 6.
- "Measurement Period" means each calendar month.
- "Incident" means a fault, failure or degradation of the Service, or a request for help that the Provider receives under section 7.
- "Working Day" means a day other than a Saturday, a Sunday or a public holiday at the Provider's address.
- "Service Credit" means a reduction of the fees under section 10.
- "Monthly Fee" means the fee for the Service for one month, taken as one twelfth of the yearly fee where the fee is not charged by the month.
2. The Service
2.1 The Provider will provide the following service to the Customer:
Managed web hosting for the customer's online shop, including backups and security updates.
2.2 The Provider will provide the Service with the skill and care of an experienced provider of similar services, using suitably trained staff.
2.3 Anything not described in section 2.1 is outside this agreement. The Provider may offer further work at an agreed price.
3. Service hours
3.1 The Service is meant to be available at all times, except for Excluded Time.
3.2 Support is available during these hours ("Support Hours"): Monday to Friday, 08:00 to 18:00 Central European Time; urgent faults at any time.
3.3 Time limits for response and fix in section 8 count only inside Support Hours, except for a Critical Incident, which counts at all hours.
4. Availability Target
4.1 The Provider will make the Service available at least 99.9% each calendar month (the "Availability Target").
4.2 Availability for a Measurement Period is calculated as: total minutes in the Measurement Period, minus Excluded Time, minus minutes of downtime, divided by total minutes in the Measurement Period minus Excluded Time, shown as a percentage.
4.3 The Service is down when the Customer cannot use its main functions as described in section 2, because of a fault in the Service. Slow response that still lets the Customer work is not downtime, unless it is part of a Critical Incident.
4.4 The Provider will measure Availability with automated monitoring that checks the Service at least once every minute from outside the Provider's own network. If the Customer disagrees with a measurement, it may give its own records, and the parties will look at both in good faith.
