This Service Level Agreement defines the applicable support services, response times, service levels, maintenance conditions, data processing obligations and availability commitments relating to Doy Software products and SaaS services.
Download full SLA documentService Agreement Overview
Scope
This Service Level Agreement (“SLA”) is part of the Doy Sales Contract and forms an integral part together with the General Terms and Conditions (“GTC”).
Coverage
This SLA sets out the performance metrics such as applicable service levels, response times, service windows and availability of the Services and Software including the SaaS services.
Data Processing
This SLA contains provisions that cover the processing of personal data. Therefore, this SLA is also a Data Processing Agreement.
Support Services
Support Requests
Customer may initiate a Support Service Request via the Customer Account, chat, phone or email. Requests must include the type of Service, a detailed description of the request and any Service Disruption details.
24/7 Support
Doy provides English-language support services and maintains support engineers actively on duty 24 hours per day, every day of the year.
Standard Support
Standard Support Services include software checks, operational restoration efforts and support relating to SaaS services provided by Doy.
Advanced Support
Advanced Support Services may include technical expertise, consultancy services, setup assistance and Software or SaaS configuration changes.
Response Times & Service Credits
Standard Support Response
The Response Time Target for Standard Support Services is 12 hours.
Advanced Support Response
The Response Time Target for Advanced Support Services is 2 hours.
Service Credits
If Doy does not respond within the applicable Response Time Target, Customer may be eligible to receive Service Credits, except in case of Excluded Events.
Maximum Credits
The maximum amount of Service Credits in a particular month shall be limited to 50% of the Monthly Recurring Fee for the affected Service or Software.
Service Availability
Maintenance
Doy reserves the right to suspend Services in order to perform Maintenance and emergency technical operations when required.
Excluded Events
Service disruptions caused by Force Majeure, cyber attacks, Customer misuse, malware, maintenance activities or non-payment obligations are considered Excluded Events.
Reasonable Efforts
All Support Services are provided AS-IS and on a reasonable efforts basis.
Data Processing & GDPR
Customer Control
The Customer remains responsible for determining the purposes and means of processing personal data using the Doy Software and Services.
European Data Centers
Doy processes Customer data exclusively within the Netherlands or the European Economic Area (EEA).
Security Standards
The data centers used by Doy are at least ISO 27001 certified and comply with strict European legislation for logical and physical access security.
Anonymized Data
Doy collects anonymized data regarding the use of Services and Software solely for improving the Services and never for commercial resale purposes.
Data Breaches
In case of any data breach, Customer will be informed immediately after the breach becomes known to Doy.
Sub-Processors
Third Parties
If Doy engages third parties for implementation, migration or technical services involving personal data, these parties are considered sub-processors under GDPR Article 28.
Customer Notification
Doy shall notify Customer before allowing new sub-processors to process Customer data.
Equivalent Obligations
Doy ensures that all sub-processors maintain equivalent obligations regarding GDPR compliance and personal data protection.
Contract Expiry & Data Removal
Data Export
Customer can export data in common formats such as MS Excel, CSV and PDF before termination of the Sales Contract.
Data Deletion
After expiry of the Sales Contract, Doy will delete all data in accordance with the applicable General Terms and Conditions.
Transfer Assistance
Doy can assist Customers with transferring their data as part of Advanced Support Services.
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