Service-level agreement

Last Updated: 07.11.2019

This agreement governs the processing of personal data that the Customer provides to Hala in connection with the Agreement.


Hosting services shall include hosting of the Solution and Services together with related components and Customer owned content as set out below.


The Company will take all appropriate measures in terms of redundancy, monitoring and platform management to make the Solution available via the Internet 99% during Business Hours measured annually from the Subscription Date. The events set out in this SLA and all Planned Maintenance shall be excluded from the calculation of availability of the Solution.


The Company’s data centers are located in Frankfurt with Amazon Web Services and IBM. The Company reserves the right to change the data centers during the Term, provided that any new data center provides at least the same level of services and security as the current data center. To learn more about the security and infrastructure services provided, please refer to Amazon Web Service and IBM documentation.


Support services shall include maintenance of the Service and Customer platform including corrective maintenance and enhancements and a customer support service for the Solution and Customer platform as set out below.


Maintenance and support services shall not be provided for issues arising from: (i) modifications, alteration or configuration of any of the Services by the Customer or a third party that has not been authorized in writing by the Company; and/or (ii) technology or IPR that has not been provided by the Company pursuant to the Agreement.


The Company provides support services from an Estonia office. Support services are provided in English.

Problems may be reported to the support center by email, telephone or via slack channel:

• Via email (;
• Via telephone: +372 59823235, +372 58529042;
• Via slack


The Company offers support for the Solution and Services during Business Hours on Business Days in English.


The following table defines severity levels and provides some examples: ​ | Severity | Definition |Response Time Objectives|Response Time Coverage| |—|—|—|—| |1|Critical business impact/service down: Business-critical functionality is inoperable or critical interface has failed. This usually applies to a production environment and indicates an inability to access services resulting in a critical impact on operations. This condition requires an immediate solution.|Within 24 business hour|M-F business hours| |2|Significant business impact: A service business feature or function of the service is severely restricted in its use or you are in jeopardy of missing business deadlines.|2 business days|M-F business hours| |3|Minor business impact: Indicates the service or functionality is usable and it is not a critical impact on operations.|Next Release|M-F business hours| |4|Minimal business impact: An inquiry or non-technical request.|Next Release|M-F business hours|


Releases will contain new or amended features. There may be some need for configuration and additional user training in order to obtain the maximum benefit of the new features. Releases do not significantly impact the existing technical setup of the Customer or training materials. Releases are numbered as follows: 3.1, 3.2, 3.3, etc.

The Company reserves the right to vary the frequency of Releases and is not obliged to give the Customer notice of new releases.


Patches provide Bug fixes, performance, and SLA improvement. Such features and functionality do not impact the current configuration of the Customer, nor require additional training.

There are 2 categories of patches:

  • Normal Patches which include fixes on minimal or minor severity bugs, as well as a combination of change requests and small features. These patches are deployed weekly during the maintenance window.
  • Emergency Patches include fixes on issues that are qualified as critical by the Company, or relate to significant severity bugs, security threats, performance, or availability. Emergency patches are deployed as and when necessary.

Patches are deployed as required for all Customers of a given release. Deployment usually takes place during low system traffic time. The deployment is usually 100% automatic. All existing setup and data will remain unchanged. No user or administrator intervention is required. No manual intervention of the Customer administrator is required.

Planned Maintenance

The Company usually carries out planned maintenance in the maintenance windows set out below.

Type Deployment time When Interruption of service Upfront notice
Normal Patch 4 hours Weekends or evenings Usually none
Emergency Patch Less 2 hours As required 1 hour before
Release 1 to 96 hours Weekends or evenings 1 day before
Platform Upgrades 1 to 148 hours Weekends or evenings 1 week before

Emergency maintenance The Company shall where possible, provide the Customer with prior notice of Emergency Maintenance. However, work may commence at any time and shall continue until completed. The Company shall attempt but cannot guarantee to schedule emergency maintenance during non Business Hours.


The Customer has the following obligations under this SLA:

  • to provide access to a computer system capable of running the TCP/IP network protocol and an Internet web browser and uses a web browser that supports JavaScript;
  • to provide all suitable hardware and software and telecommunications equipment required for accessing the Solution;
  • responsibility for the network connection between the Company’s hosting centers and the Customer’s premises (backend) connection to a telecommunications network;
  • to inform the Company without delay of any problems with the Solution;
  • to purchase upgrades for its own software, if necessary, for the error free operation of its own software with the Solution;
  • to check its systems for the most commonly known worms and viruses;
  • to have a current virus scanner installed for each Customer system accessing the Solution.


The Company shall not be liable for, and shall have no obligation to fix, any errors, Incidents, problems or bugs or any lack of availability of the Solution caused by the following:

  • any breach of the Customer’s obligations set out in clauses above;
  • use of the Solution on a system not supported by the Company or specifically agreed in writing in the Agreement;
  • unavailability of telecommunications;
  • faults or omission of ISPs;
  • any lack of connectivity caused by a third party;
  • any bugs or defects in any third party software that interacts with the Customer’s data once it leaves the Company’s data centers;
  • any denial of service attacks, network floods, and hacking;
  • interconnection of the Solution with other software products not supplied by the Company except as expressly agreed in writing in the Agreement;
  • any DNS issues not within the direct control of the Company i.e. a fault on the Customer’s network or own equipment configuration;
  • problems or errors that occur while the Company is waiting for the Customer to provide information to enable it to rectify a fault or restore services;
  • faults caused by the Customer’s management or connection to the Services;
  • the Customer failing to take part in training offered by the Company, necessary for use of the Solution;
  • Force Majeure.