Versions Compared


  • This line was added.
  • This line was removed.
  • Formatting was changed.



  • The Customer has allowed and enabled DigitalRoute to perform its measurements as referred in the service Objects.
  • The Customers use of DigitalRoute’s Service complies with the agreed terms and conditions of use as described in the Agreement.
  • The Customer has notified DigitalRoute at least five (5) Business Days prior to any planned work, upgrades etc. via the Self-ServicePortal to the Service Desk.
  • The Customer shall notify DigitalRoute of any service disruptions within 10 days of the end of the quarter in which the Customer determines that such disruptions occurred.

Implementation of Service Credits


The "Service Credit Based Amount" shall equal to a total and maximum of ten per cent (10%) of invoiced Quarterly Subscription Fees for the Customer.

The Service Credit Based Amount shall always be based on the quarterly amount invoiced or to be invoiced referent to the quarter in which (or from which) the MSL was not reached.


Availability A per cent of the time a Service Object is available to the Customer. The Availability is measured by DigitalRoute on a quarterly basis for the total time the Service Object has been available in a quarter. Availability = (Service Time –Downtime) x 100/Service Time.
Critical Incident The Customer cannot use the Cloud Service, which is critically impacted. Guidelines for Incident classifications are given in each Service Object description.
Down-timeThe total time, during which the relevant Service Object was not available according to the applicable measurement method, excluding any Suspended Time.

An unplanned interruption to the Cloud Service(s) or loss or reduction of ability to operate or reduction in the quality of the Cloud Service(s) provided to the Customer. For Reaction Times purposes, an Incident is classified as:

  • Critical,
  • Major or
  • Minor.
Incident Response TimeThe period of time from the time an Incident is reported to the Service Desk until first response from the Service Desk.
Major DeviationSubstantial deviation below the MSL threshold, used to calculate the Service Credit amount.
Major Incident Reduced functionality or capacity of the Service Object. Guidelines for Incident classification are given in each Service Object description.
MSL(Minimum Service Level) The minimum Service Level taken as standard level of Service performance by DigitalRoute for each Service Object under this SLA.
Minor DeviationDeviation below the MSL threshold, used to calculate the Service Credit amount.
Minor IncidentMinor problems where the individual functions are out of order and/or quality is not noticeably affected by the Incident. Guidelines for Incident classification are given in each Service Object description.
Scheduled MaintenanceAll forms of Scheduled Maintenance performed by DigitalRoute or its suppliers which could affect performance of the Cloud Services, in particular the Service Time.
Service CreditAn amount due to the Customer as a result of a specified non-compliance with agreed upon Service Levels.
Service LevelPerformance level for each Service Object.
Service Level TargetsThe average performance levels for Service Objects.
Service ObjectA Service Object is a part of the Cloud Service which has its quarterly performance measured.
Service TimeTime during which the Service Objects are expected to function, which is twenty-four (24) hours a day, seven (7) days a week, excluding Suspended Time.
Suspended Time

Scheduled Maintenance and other failure in delivery of the Cloud Services not caused by DigitalRoute, which are not included in the calculation of Service Availability.

Suspended Time includes, without limitation, the following:

  • Periodic and notified Scheduled Maintenance,
  • Delays in connection with Scheduled Maintenance or failure to repair as a result of the Customer's failure to adhere to agreedupon procedures,
  • Failures caused by the Customer in general, and in particular the Customer Solution, including maintenance work and upgrades and malfunctioning Customer Systems,
  • Failures due to environmental factors in the Customer’s premises (electricity, temperature, humidity etc.),
  • Delays due to non-availability of the Customer contact person.

Maintenance and status

For information regarding scheduled maintenance, current operational status and past incidents please review

Version history 







Current version

View file
nameSupport Service Descriptions for Cloud Service - Service Level Agreement Version 1.02022.pdf