IT Maintenance, Terms and Conditions, Service Level Agreements for Maintenance, SLA Appendix

This SLA addendum is intended for use in connection with IT maintenance services and in conjunction with TechSverige’s General Terms and Conditions on IT Maintenance.

The SLA Addendum constitutes an addendum to the agreement entered into by the parties. In the event of any conflict between the remainder of the agreement and this SLA Addendum, the Agreement entered into by the parties, including all other addenda, shall take precedence over this SLA Addendum.

A prerequisite for the use of this SLA Addendum is that an agreed Response Time has been specified in Section 2.1 below and that the applicable price reduction in the event of failure to meet such Response Time has been agreed upon in Section 8.1 below or elsewhere in the Agreement. If the Customer Support (Helpdesk) Service is included among the agreed-upon Services, it is a prerequisite that the agreed-upon service level has been agreed upon in Section 3 below or elsewhere in the Agreement. Otherwise, this SLA Addendum shall not apply to that Service.