APPENDIX 2
SERVICE LEVEL AGREEMENT
Article 0 – Definition
Incident : Any reproducible anomaly, independent of misuse of the Platform by the Client or, more generally, of causes beyond the Provider's control, resulting in a malfunction of the Platform and/or causing an interruption of access to the Servers. Incidents are classified by the Provider according to their impact.
Incident Classification
- Level 1: Blocking Incident
Any incident preventing or blocking the use of all or part of the Platform's main functionalities
- Level 2: Major Incident
Any incident that degrades the use and/or execution of the Platform's main functionalities.
- Level 3: Minor Incident
Any other Incident impacting non-essential functions of the Platform.
Article 1. Maintenance
The Provider provides maintenance and can be contacted by email (support@ethnosoft.com) or telephone (04 78 54 64 00) during Business Hours.
It is specified that this service is not intended to compensate for a lack of user training and is distinct from the Optional Technical and Functional Support Service. If the Provider identifies a need for the Optional Service, particularly if it detects multiple requests unrelated to incidents, a Commercial Proposal will be issued accordingly.
The Provider activates corrective maintenance services upon notification from the Client, via administrator Users who have undergone prior training on the Platform responsible for User support, subject to:
- The Client's prior investigation concluding that the incident is intrinsically located within the Platform (or the On-Site Software, if applicable), excluding any external cause, consisting of the prior application of the Platform/On-Site Software documentation, and verification that it is not a problem other than an Incident (e.g., use not in accordance with the documentation, instructions or the Contract, network failure, error related to the Client's internal information system...).
- The Client's communication by email to the Provider of any information necessary for the investigation and identification of the causes of the incident (context, screenshots, environment, history and more generally, any relevant information); ;
- The reproducibility of the malfunction.
The maintenance service is operated in French.
Article 2. Availability
The Provider undertakes to make its best efforts to ensure and maintain the Availability of the Platform 7 days a week and 24 hours a day, with an Availability rate greater than or equal to 99% over twelve (12) months.
The Availability Rate is calculated using the following formula:
((Total – Not excluded – Excluded)/(Total – Excluded))*100
- «Total» means the total number of minutes for the last twelve (12) months; ;
- «Non-excluded» means the period of unavailability which is included in the Provider’s commitment; ;
- "Excluded" means:
- Any maintenance planned by the Provider with a notice period of at least 24 hours, by any means, including a message visible on the User's screen; ;
- Any period of unavailability of less than fifteen (15) minutes or not reported by the Client in accordance with the process agreed between the Parties; ;
- Any period of unavailability attributable to:
- The Client's or User's equipment not conforming to the Provider's technical requirements and not qualified by the Provider (including software updates, OS or services to which the Services are integrated),
- Specific developments resulting from integration services, whether or not expressly included in the scope of maintenance in the relevant Purchase Order,
- Use of the Services that does not comply with the documentation, the Provider's instructions, or the Contract by the Client or its successors in title,
- A lack of availability or cooperation from the Client in resolving the Incident,
- Any unavailability due to circumstances beyond the control of the Provider or its subcontractors, including force majeure and exclusions of maintenance and liability stipulated in the Contract. Platform hosting and Data storage are outsourced to partners who guarantee data security and protection, and whose servers are located in the European Union, which the Client expressly authorizes.
Article 2. Incident Management
The Provider will make its best efforts to provide maintenance services within the following indicative timeframes (in Working Hours) from the date of notification by the Client in accordance with Article 2 of this service level agreement:
Incident Level
Processing time
Level 1
4 Business Hours
Level 2
8 Working Hours
Level 3
48 Working Hours
Updated on 31/03/2026
