Gridheart Support Service Level Agreement

    Version 2025-03

    This Service Level Agreement ("SLA") describes the support service levels provided by Gridheart AB to its partners ("Customer"). It forms part of the Gridheart Marketplace and Master Resell Agreement. Gridheart shall use commercially reasonable efforts to provide continuous and consistent service in accordance with this SLA. Any material updates to this SLA will be posted at gridheart.com/sv/support-sla.

    1. Gridheart Support

    • The Gridheart Support Desk provides a single point of contact for Customers for the reporting of incidents and handling of enquiries.
    • During Business Hours, all Severity Level incidents will be responded to.
    • During Non-Business Hours, incidents may be submitted but the response time target does not commence until the next period of Business Hours.
    • All incidents must be logged by emailing support@gridheart.com or via the Marketplace ticket portal.
    • Where the Support Desk identifies that a query relates to a Third-party Product rather than a Gridheart Service, Gridheart will engage the relevant vendor on the Customer's behalf where possible. The Support Desk reserves the right to refer the Customer to the vendor's own support resources for product-specific technical or training matters.

    2. Reporting

    Upon request, and at the commencement of each SLA report period, the Support Desk will provide the Customer with a report detailing service levels achieved during the preceding period.

    3. Incident Management

    On receipt of a fault notification or support request, Gridheart will:

    • Immediately perform an initial assessment of the incident
    • Provide the Customer with an incident reference number
    • Discuss and agree a severity level with the Customer

    The Customer must retain the incident reference number. In the event of a service level claim, this reference must be quoted.

    Gridheart will provide progress updates as defined in Section 4. Up-to-date information on all Severity Level 1 and Level 2 incidents will be made available to affected Customers.

    4. Severity Levels and Response Targets

    Gridheart assigns priority to each support case based on impact, severity, and urgency. The highest priority is assigned to complete service unavailability, which is addressed immediately upon notification.

    Severity Description Work start Status updates Resolution target
    1 General Service unavailability 15 min Every 30 min 2 hours *
    2 Outages preventing multiple accountholders from accessing one or all Services 1 hour * Every 1 hour 4 hours *
    3 Outage affecting a single accountholder's access to all Services, or degraded performance affecting multiple accountholders 4 hours * - 8 hours *
    4 Degraded performance or limited functionality for a single accountholder 8 hours * - 48 hours *
    5 General questions or enhancement requests 12 hours * - 5 business days

    * Business Hours only

    Resolution targets are targets, not guarantees. Complex issues or those requiring third-party vendor involvement may take longer to resolve.

    5. Business Hours

    Business Hours are defined as Monday to Friday, 08:00–17:00 CET, excluding Swedish public holidays.

    6. Exclusions

    This SLA does not apply to:

    • Free, trial, or preview Services
    • Incidents caused by the Customer's own infrastructure, software configuration, or misuse of the Services
    • Incidents caused by Third-party Products or platforms outside Gridheart's reasonable control
    • Scheduled maintenance communicated at least 48 hours in advance
    • Incidents caused by force majeure events

    7. Customer Obligations

    To enable effective support, Customers shall:

    • Designate at least one named technical contact authorised to submit Severity 1 and Severity 2 incidents
    • Provide clear incident descriptions including the affected Service, symptoms, business impact, and steps to reproduce where applicable
    • Respond to Gridheart's requests for information within a reasonable time - tickets with no response for five business days may be closed and reclassified as Severity 5
    • Route all support requests through the designated partner contact - Gridheart does not provide support directly to the Customer's end customers

    For support, contact support@gridheart.com or visit gridheart.com/sv/support.