Definitions

a)    User support

(i)    User support refers to first (1st) line BOP support. User Support covers guidance of handling, advisory and presentation of solutions, via phone, mail, or chat.

(ii)    User support does not cover any support that requires physical efforts; it only covers advisory, verbal guidance of handling and presentation of solutions, conveyed via phone, email or chat.

(iii)    All User Support issues, meaning occasions when the Account Holder specifically requests assistance from the Btwentyfour User support team, will be charged by the hour (half hour minimum) in accordance with the then-current price list; provided, however, that the said hourly rate does not apply in relation to Services with bundled/included standard User Support. The supplier portal accounts are covered by the fixed standard User support agreement, between Btwentyfour and the account holder.

b)    Support

(i)    Support refers to second (2nd) line BOP support. Support covers troubleshooting, problem resolution and error recovery.

(ii)    Support covers assistance, troubleshooting, problem resolution and error recovery on behalf of the Account Holder that involves physical efforts beyond User Support.

(iii)    All Support issues, meaning occasions when the Account Holder specifically requests assistance from the Btwentyfour Support team, will be charged by the hour (half hour minimum) in accordance with the then-current price list, however, that the said hourly rate does not apply in relation to Services with bundled/included standard User Support.

Support

Support matrix - Severity Level – Incident Management

Severity Level 1

Refers to issues which have a critical business impact on the Account Holder. Severity Level 1 means that the Account Holder is not able to use the BOP for its intended purpose, the BOP is unavailable or non-responsive; there is data loss or corruption, or critical functionality is not available or not working correctly. (For the avoidance of doubt and with reference to Section 2.13. in the main agreement, it is specifically noted that it is conditional for any issue to be categorized as a Severity Level 1 – 3 issue that the Account Holder is duly connected to the Access Point).

Severity Level 2

Refers to issues that have a significant business impact on the Account Holder. Severity 2 means that the BOP is functioning with limited capability or is unstable with interruptions; the BOP is operating, but its use is severely restricted; error or failure leading to severely degraded software performance or functionality unavailable.

Severity Level 3

Refers to issues which have a small or no business impact on the Account Holder. BOP features are unavailable, but workarounds exist, and the majority of the BOP functions are still useable: minor function/feature failures that the Account Holder can easily circumvent or avoid. Severity Level 3 issues may have the following characteristics: error message with workaround, minimal performance degradation, incorrect product behaviour with minor impact, etc.

Support matrix - Severity Level

Response [h] – Response time within Service Hours.

Total [h] – Response and estimated Resolution time if possible within Service Hours.

Service Hours - Week days (Monday to Friday) between 08.00 - 12.00 hrs CET and 13.00-17.00 hrs CET. Closed Banking days, following Swedish calendar.