This SLA applies to Bluecore, a trade name of Bluedesk CRM BV and Bluespice BV.

Working hours

The Bluecore Servicestudio carries out its activities within the following time units, which fall within the CEST time zone.

We are not available on national holidays, with the exception of these days. These days vary from year to year, see here.

Accessibility

• The following inputs can be used as a call to the Service Studio:
  Customer portal
• Email to support@bluecore.nl
• By phone, via phone number +31 85 047 000 1

Ticket definition

The Bluecore Servicestudio categorizes the following types of tickets:

Ticket type

Definition

Advice

Request for advice regarding:

• new functionality
• software changes
• Customer-specific customization.

Bug

A reproducible error in the software, app, or delivered customer-specific configuration.

Change Request

A request for a change in the delivered customer-specific configuration.

Problem

An impediment in carrying out activities, not caused by a software error or delivered customer-specific configuration.

Question

General question regarding the delivered customer-specific setup

With the exception of bugs, the work performed under a ticket cannot exceed three hours.

Priority tickets

Each ticket will be assigned a priority: high, medium, or low. The table below describes which type of ticket receives which priority. The Bluecore Service Studio reserves the right to change the priority of a ticket after an initial analysis. Naturally, this will be done in consultation with the customer.

Priority

High

The business is experiencing demonstrable, acute disruption due to the reported problem. For example:

• Production system unavailable
• Disruption within a critical business process

Middle

Questions and requests that do not require immediate attention or problems that do not result in insurmountable disruption to the organization. For example:

• Data mutations
• Small change requests related to existing functionality

Low

General questions and requests for documentation or advice or desired new functionality.

• Request for description of furnished functionality
• Refresh acceptance/test/development environments

Response times

Response times are defined based on the priority of a ticket. The response time is the period from when the ticket is submitted and registered within the Bluecore ticketing system until the moment the Service Studio responds. Response times are defined in hours.

Turnaround times

Bluecore uses a "best effort" approach for ticket handling. This means that tickets will be handled as adequately and promptly as possible. The handling time for a ticket may be delayed when external parties are involved. External parties may have their own response and handling times that differ from those specified in this document. For example:

• Software vendor
• Hardware supplier
• IT service provider for the client
• Customer's ICT department

Closing tickets

A ticket can be closed by the Bluecore Service Studio when:

• A solution has been proposed or implemented in the production environment and has been approved by the customer.
• The client has failed to respond for more than 10 working days. Naturally, the client will be reminded of this in advance.
• The request falls outside the scope of the ticket definition. Naturally, this will be discussed with the client.

Liability and responsibilities

The client is responsible for providing access to their environment for the execution of the Bluecore Servicestudio's work. Bluecore advises the use of an acceptance/test environment for making and approving changes. Bluecore is not liable for consequences arising from direct changes in a production environment due to the absence of an acceptance/test environment that is configured identically to the production environment.

Upon approval of a change in an acceptance, test, or development environment by the client, Bluecore will implement a ticket in the production environment. Following this, the functionality will first be tested by Bluecore and subsequently by the client in the production environment. The responsibility for approval lies with the client. If the client's testing reveals that the desired functionality has not been correctly deployed to the production environment, the ticket's priority will be elevated to high, and Bluecore will address it in accordance with the applicable response time.

In case of data mutations and imports to be performed by Bluecore, the following agreements apply. Bluecore assumes that files provided by the client are correct in terms of data and format. In other words, Bluecore is responsible for correctly reading the provided files. The client is responsible for correctly providing the files, both in terms of format and content (data).

The Bluecore Servicestudio is not responsible for servers, databases, or related matters in a client environment when they are not hosted by Bluecore. The client, when the client environment is not hosted by Bluecore, is solely responsible for data and environment backups.

Contact persons

The client designates one or more administrators who are authorized to submit tickets. Our recommendation is to work with two administrators.

Communication

Bluecore can provide updates on ticket status via email, phone, or the customer portal.