We guarantee that at least 99.5% of the time the Ulobby platform will respond to client requests and deliver the requested content without error. We will review and accept data from any commercially reasonable independent measurement system that you choose to monitor our service, and publish our own measurements, along with service announcements at https://status.ulobby.app

This Service Level Agreement (hereinafter SLA) describes the contractual relationship between the Customer and the Supplier Ulobby (hereinafter Ulobby).

This SLA applies to all described products, provided that the Customer has a valid and paid subscription, a signed and approved contract and is not in arrears to Ulobby.

In addition, the following exceptions apply to the SLA:

The purpose of the document is to provide the customer with clear expectations for the high level of service Ulobby provides in regards to operation and delivery of the Ulobby platform.

Unless otherwise agreed separately in the contract, this SLA applies to the Customer's service.

The document is aimed at people at the customer with IT technical insight and background, in connection with considerations about using the Ulobby platform.

Ulobby guarantees a minimum quarterly uptime of 99.5% - excluding operational disruptions and planned maintenance that has been notified in advance, cf. Ulobby "Service Level Agreement".

Ulobby works proactively at all times to ensure the customer the highest possible uptime.

Planned downtime will be experienced in connection with the quarterly service window.

In connection with changes, updates and maintenance on equipment and systems, Ulobby has the option to stop operations in the period from 23:00 to 06:00 on weekdays against informing about the stop with a minimum of 7 days notice.

In addition, the time from 22.00 to 04.00 on Saturdays will be used regularly for review and updates of equipment and software, which is why a possible shutdown must be expected.

However, in the event of critical faults or operational disturbances, operation can be stopped immediately.

All operating information can be viewed at https://status.ulobby.app

Ulobby makes the Customer's solution available 365 days a year, from 00.00 to 24.00. Ulobby provides operation and monitoring every day.

Reference is also made to the items "downtime" and "service window".

Ulobby basically guarantees 99.5% availability.

Reference is also made to the "uptime" section.

It is not possible to say oneself free from the risk that mechanical as well as human errors may occur.

Ulobby has procedures and measures in place to address situations that may arise. We also collect knowledge and know-how in an internal knowledgeable database, which serves purposes such as teaching materials, checklists and so on.

Ulobby operates with a MTBF of 90 days on the operation.

Ulobby defines support needs / errors based on the following scale:

Less critical - customer or user specific data loss or crashes on running systems. Response time up to three working days.

Critical - multiple affected customers or server and hardware crashes in the data centre. Response time up to one working day.

Very critical - The whole environment is down due to total hardware crash or fire, water in the data centers or other kind of natural disaster. Response time up to three hours.

Ulobby has regular service windows 4 times a year.

In connection with service windows, it must be expected that in an announced period of time it will not be possible for the customer to access the platform.

Ulobby will announce the date and time of service windows with a minimum of 14 days notice on https://status.ulobby.app

Ulobby is open for support according to the overview below.

Monday - Friday: 09:00 - 17:00

Contact us on:

Phone: +45 3114 1722

Support email: [email protected]

Support after normal opening hours:

Our support inbox is also monitored evenings, nights, weekends and public holidays, but non-urgent inquiries are deferred to the next working day.

Security updates will be put on weekly and extraordinarily in case of critical updates it will happen the same day if Ulobby deems it necessary.

Using backups data can be recovered to a specific hour within the last 14 days.

In the event of a complete hardware crash, we expect to be able to have Ulobby operational at one of our secondary cloud hosting providers within 48 hours.

Unless otherwise stated, Ulobby maintains a fixed daily backup cycle with 14 days of restore.

When recovering deleted data from the customer's side, contact Ulobby's Support.

The customer is invoiced for the time spent, in connection with restoration. It is Ulobby's responsibility to store and perform backups securely and in a timely manner.

Ulobby reserves the right to change and update the content of the present SLA Agreement and any supplements, provided that the changes do not, within reason, affect the Customer's requirements for service - or in an overall form, impair the Customer's service and support described in this SLA agreement.