Legal

1. PURPOSE OF THE SERVICE LEVEL DESCRIPTION AND DEFINITIONS

• The purpose of this service level description is to determine the level of availability of the service subject to the agreement (PRO24) and the reimbursements to be paid for falling below the specified availability level.
• Downtime refers to time during which the service has not been available to the Client during the service hours agreed in section 2.
• Availability refers to the availability of the service in the service production environment at the interface of the public information network as specified in the agreement.
• Response time refers to the time between the Client's written fault report and the Supplier's initiation of corrective measures.
• All times referred to in this document are in Finnish time (EET, UTC+2; EEST, UTC+3 during daylight saving time).

2. SERVICE AVAILABILITY

The service is available 24/7, with the exception of pre-notified maintenance interruptions.

The service level aims at 99% availability. When calculating availability, the disruptions when the service is not available (= downtime) are taken into account. Outages reported to the Client at least 3 working days in advance do not affect the level of availability. Downtimes are reported on the PRO24 system login page and in the PRO24 application.

In addition, service and maintenance work may be carried out on the data center and infrastructure environment (servers and network connections) without a separate notification on the second Wednesday of each month between midnight and 6:00 a.m., which may manifest itself in the form of short outages. These outages are not taken into account when calculating availability.

Operating system security updates are installed on the servers on a regular basis on the 17th day of each month between 8:00 p.m. and midnight (regardless of the day of the week). These updates do not, as a rule, cause an outage, but short outages may occur during this period. These outages are not taken into account when calculating availability.

Availability is calculated for each calendar month using the following formula:

• availability = (service time in full rounded minutes - downtime time in full rounded minutes)/service time in full rounded minutes *100.
• Annual 100% availability corresponds to 8,760 operating hours (365*24)
• Annual 99% availability corresponds to 8,672.4 operating hours
• Monthly 100% availability is calculated as the number of days per month x 24h

Outage = A fault in the Supplier's device, communication connection or application that prevents the use of the service. Failures caused by a third party or due to the Client's systems are not counted as downtime.

The time spent on the installation, modification or maintenance measures agreed in section 2 or otherwise agreed by the contracting parties is not taken into account when calculating the availability to the detriment of the Supplier.

3. SERVICE HOURS

Service hours are Monday to Friday 8:00 a.m.-4:00 p.m. Fault reports use priority categories, with the initiation of measures and resolution time depending on the criticality of the support request.

• Initiation of measures: During the service hours, the Supplier shall initiate the repair of the defect within the response time.
• Resolution: During the service hours, the Supplier shall implement the repair of the fault notification within the resolution time.

Error notifications are recorded in the Supplier's information system with three criticality levels (low, medium, critical).

Low - an error that does not affect the use of the system in such a way that data security, usability or accessibility are compromised. For example, a typo or translation error, etc. Low-level errors are remedied as part of the normal development process.

Medium - an error that affects the operation of the system in such a way that an independent part of a module does not function as intended. A medium-level fault cannot cause the entire module to become non-functional. For example, the Client cannot use the generated direct links, but can bypass this by logging in to the system. A medium-level fault cannot include information security-related issues.

Critical - critical errors are those that affect the operation of an individual module or the entire system in such a way that it is inaccessible to clients. Also, deviations related to information security shall always be considered to be critical errors. The repair of critical errors shall always commence as soon as possible, but in such a way that an overview of the situation is obtained first.

Prioritisation	The target response time during service hours Mon-Fri from 8:00 a.m. to 4:00 p.m.
Critical	Initiation of repair 60 min after opening the notification, resolution 4 h
Medium	Initiation of repair 75 hours after the notification, resolution 150 h
Low	Initiation of repair 150 hours after notification or on a case-by-case basis, resolution on a case-by-case basis

4. INSTALLATION, MODIFICATION AND MAINTENANCE MEASURES

The Supplier shall endeavour to report installation, modification or maintenance measures to the service in advance and shall endeavour to ensure that the installation, modification or maintenance measures do not cause unreasonable disruption to the use of the service.

Application updates to the system are always carried out according to a pre-defined planning schedule. In general, updates are always made on Tuesdays.

• Minor updates with an expected downtime of less than 60 minutes are carried out between 8:00 a.m. and 9:00 a.m.
• Major updates are usually carried out on Tuesdays between 6:00 a.m. and 8:00 a.m.
• Critical system updates can be performed outside the above-mentioned update times.

Server operating system and infrastructure-level maintenance is carried out in accordance with the maintenance windows defined in the "2. Service Availability" section. Necessary maintenance work is performed in the evening/night, and we endeavour to avoid downtime or to keep it very short.

5. REIMBURSEMENT

If the availability of the service specified in section 2 is not achieved for reasons attributable to the Supplier and this is not due to the Client's data, agreed installation, modification or maintenance measures, force majeure or other acceptable reasons agreed in writing, the Client is entitled to reimbursement as follows:

Availability %	Downtime, h/month	Downtime, h/a	State	Reimbursement
99% or better	below 7.2 h	below 86.4 h	Objective	-
99-97%	7.2-21.6 h	86.4-259.2 h	Below target level	20% of the monthly fee
97-95%	21.6-36 h	259.2-432 h	Below target level	40% of the monthly fee
less than 95%	over 36 h	over 432 h	Below target level	70% of the monthly fee

The reimbursement is determined per calendar month and granted if the client has applied for reimbursement within 3 months of the downtime. The reimbursement is primarily granted on the Client's next invoice for the recurring service fee. If the agreement is terminated before the due date of the invoice containing the reimbursement, the Supplier shall pay the reimbursement to the Client in cash within 30 days of the termination of the agreement.

6. MEASUREMENT AND REPORTING

The Supplier monitors the availability of the service in real time using the UptimeRobot tool. The Client can view the availability of the service themselves as a logged-in user using the same tool in the PRO24 system. Monitoring takes place from a general data network interface of the production environment. The Supplier also uses other server monitoring tools.