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Master Service Agreement XBID Solution - Exhibit 4 XBID-DSA Maintenance - Attachment
4B - Service Level Agreement - Maintenance - Version 1.0
Confidential
XBID-DSA Maintenance
Attachment 4B
Service Level Agreement - Maintenance
Version 1.0
In itia l o f In itia l o f In itia l o f In itia l o f In itia l In itia l o f
EPEX EPEX N ord O M IE of DBAG
B e lg iu m Spot Pool GME
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Master Service Agreement XBID Solution - Exhibit 4 XBID-DSA Maintenance - Attachment
4B - Service Level Agreement - Maintenance - Version 1.0
Confidential
Table of Contents
Section 1 Scope of the Document................................................................................. 3
Section 2 Service Level: Defect Management Availability............................................ 3
Section 3 Application of Hosting Service Levels........................................................... 4
Section 4 Service Level for Defect Resolution during Release Testing........................ 4
Section 5 Service Level for the Maximum Time Difference in Receiving Public
Order Books Delta Report............................................................................. 5
Section 6 Service Level Agreement for Third Party Hosting......................................... 5
6.1 Service Level: Availability of the XBID Solution............................................. 5
6.2 Service Levels: Defect remediation................................................................ 6
6.2.1 Initial Report Time (IRT)................................................................................. 7
6.2.2 Service Resolution Time (SRT)...................................................................... 7
6.2.3 Problem Resolution Time (PRT).................................................................... 8
In itia l o f In itia l o f In itia l o f In itia l o f In itia l In itia l o f
EPEX EPEX N ord O M IE of DBAG
B e lg iu m Spot Pool GME
Page 2 of 8
Master Service Agreement XBID Solution - Exhibit 4 XBID-DSA Maintenance - Attachment
4B - Service Level Agreement - Maintenance - Version 1.0
Confidential
Section 1 Scope of the Document
Section 2 Service Level: Defect Management Availability
In itia l o f In itia l o f In itia l o f In itia l o f In itia l In itia l o f
EPEX EPEX N ord O M IE of DBAG
B e lg iu m Spot Pool GME
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Master Service Agreement XBID Solution - Exhibit 4 XBID-DSA Maintenance - Attachment
4B - Service Level Agreement - Maintenance - Version 1.0
Confidential
Section 3 Application of Hosting Service Levels
Section 4 Service Level for Defect Resolution during Release Testing
In itia l o f In itia l o f In itia l o f In itia l o f In itia l In itia l o f
EPEX EPEX N ord O M IE of DBAG
B e lg iu m Spot Pool GME
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Master Service Agreement XBID Solution - Exhibit 4 XBID-DSA Maintenance - Attachment
4B - Service Level Agreement - Maintenance - Version 1.0
Confidential
Section 5 Service Level for the Maximum Time Difference in Receiving
Public Order Books Delta Report
Section 6 Service Level Agreement for Third Party Hosting
6.1 Service Level: Availability of the XBID Solution
In itia l o f In itia l o f In itia l o f In itia l o f In itia l In itia l o f
EPEX EPEX N ord O M IE of DBAG
B e lg iu m Spot Pool GME
Page 5 of 8
Master Service Agreement XBID Solution - Exhibit 4 XBID-DSA Maintenance - Attachment
4B - Service Level Agreement - Maintenance - Version 1.0
Confidential
6.2 Service Levels: Defect remediation
In itia l o f In itia l o f In itia l o f In itia l o f In itia l In itia l o f
EPEX EPEX N ord O M IE of DBAG
B e lg iu m Spot Pool GME
Page 6 of 8
Master Service Agreement XBID Solution - Exhibit 4 XBID-DSA Maintenance - Attachment
4B - Service Level Agreement - Maintenance - Version 1.0
Confidential
6.2.1 Initial Report Time (IRT)
Initial Report Time (IRT)
Defect Service period Service Level
severity 0h30
1h00
Critical De- Prime Time 1h00
feet Non Prime Time: 2h00
Major De- Prime Time: 5 Working Days
feet Non Prime Time: 5 Working Days
Minor De- Prime Time:
feet Non Prime Time
6.2.2 Service Resolution Time (SRT)
Service Resolution Time (SRT)
Defect Service period Service Level
severity 2h00
4h00
Critical Prime Time 8h00
Defect Non Prime Time:
1 calendar day
Major De Prime Time: n/a
fect Non Prime Time: n/a
Minor De Prime Time:
fect Non Prime Time
In itia l o f In itia l o f In itia l o f In itia l o f In itia l In itia l o f
EPEX EPEX N ord O M IE of DBAG
B e lg iu m Spot Pool GME
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Master Service Agreement XBID Solution - Exhibit 4 XBID-DSA Maintenance - Attachment
4B - Service Level Agreement - Maintenance - Version 1.0
Confidential
6.2.3 Problem Resolution Time (PRT)
Problem Resolution Time (PRT)
Defect severity Service period Service Level
24h00
Prime Time
Critical Defect Non Prime Time: 24h00
Prime Time: 5 Working Days
Non Prime Time:
Major Defect 5 Working Days
Prime Time: next Release
Non Prime Time
Minor Defect next Release r
In itia l o f In itia l o f In itia l o f In itia l o f In itia l In itia l o f
EPEX EPEX N ord O M IE of DBAG
B e lg iu m Spot Pool GME
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