Service Level Agreement (SLA)

between

Client

and

alkima Ltd.

– hereinafter referred to as “Contractor” –

This Service Level Agreement (SLA) is part of the offer previously submitted by the Contractor and signed by the Client.

– hereinafter referred to as “Offer” –

1. Scope

   This Service Level Agreement (SLA) complements the General Terms and Conditions of the Contractor. It defines the scope and conditions of First-Level Support for Clients with an active support contract.

2. Scope of Services – First-Level Support

   1. The support contract grants access to the so-called First-Level Support. Definition of First-Level Support: First-Level Support includes emergency support, initial error analysis and resolution (as far as technically feasible at the first level), as well as communication and coordination with third-party providers. Tasks requiring delayed handling or specialized technical personnel beyond First-Level Support are excluded.

   2. The following are not included:

      1. Tasks that require delayed resolution. Definition of “delayed”: A task is considered delayed if the solution cannot be completed or implemented within the first 2 hours after work begins.

      2. Services outside the definition of First-Level Support (e.g., Second- or Third-Level Support). Definition of “outside First-Level Support”: This includes complex development tasks, migration work, or other activities requiring specialized technical expertise that cannot be resolved within initial support.

3. Billing & Conditions

   Support services are billed separately based on the selected support contract and agreed billing terms. Details are specified in the respective Offer.

4. Priority Rule

   In case of conflicts between the SLA and the General Terms and Conditions, the more specific SLA provisions shall apply, provided they have been contractually agreed.