Service Level Agreement
SLA
Applications and services in scope
SaaS and data services for ‘Users’ within the following product lines of Matrixian Group:
- Housing Intelligence
- Customer Intelligence
- Location Intelligence
SaaS and data services purchased via
- platform.matrixianplatform.com
- AvixNL.nl
- sftp.platform.matrixiangroup.com
Availability
For its SaaS services, Matrixian Group aims for an 99.5 availability percentage. The SaaS services’
accessibility is a moving average over time, calculated annually using the following formula:
𝐴 = 𝑇𝐻−𝐷( )
𝑇𝐻 * 100 %
A = Availability
TH = The total number of hours per year that the SaaS services must be available. This period is set
at 8,760 hours.
D = Total downtime over the previous year.
The unavailability of the SaaS service starts from the moment that the unavailability is reported to
Matrixian Group by the User or when Matrixian Group signals a malfunction. The SaaS service not
being available during a maintenance window does not count as downtime.
Application- and service support process
Matrixian Group receives support inquiries, incident reports, and change requests through the
following channels:
- Per email via support@matrixiangroup.nl
- Per telephone to 020 – 24 40 145
- Per ticket in Jira Service Management (planned)
- Per notification in Slack (if agreed with User)
Where possible, the issue will be answered/solved by the Matrixian Group first line of support.
If specific application or system technical knowledge is required, the issue is transferred to
second-line support, where operations and application specialists analyze and resolve issues
through, for example, configuration and/or additional explanation.
If an issue cannot be solved by second-line support and the resolution requires a change or bug fix,
the issue is transferred to third-line support and the resolution is taken care of by development
and/or systems admin
Application- and service support process
We also store data of our suppliers, such as names of our contact and other information necessary for contact such as a phone number and email address. We keep this data as long as the relationship is active and/or warranty periods are running.
Incident management
If you register for our newsletter, we will process your email address in order to send our newsletter. Every newsletter we send offers the possibility to unsubscribe from the newsletter. If you unsubscribe from the newsletter, we will delete your email address.
Service coordination
We receive personal data from people who apply for a job or internship with us through various channels. Within 2 months after the application procedure has ended, we delete all data of the applicants.
Release management
When processing personal data, we respect the privacy rights and freedoms of everyone. We take technical and organizational measures to ensure that those rights are not infringed during the processing. These measures include:
- Not collecting more data than needed.
- Not keeping data stored longer than necessary.
- Using storage on our own protected servers.
- Personal data is always received encrypted.
- Processing data to adhere to the purpose for which the data was provided/obtained.
- Have set up procedures to guarantee the rights of data subjects.
- Our employees are regularly trained in compliance with privacy regulations and have a duty of confidentiality.
- Use a Data Protection Officer who regularly advises and monitors our compliance with privacy regulations and also handles complaints from data subjects about the processing of their data.
- Use an internal privacy policy and internal security policy, which we implement.
- We enter into an agreement with any third party that receives personal data through us, in which the rights and obligations with regard to the privacy of personal data are safeguarded.
- If, despite these measures, a breach of personal data occurs, we will immediately report this to the Dutch Data Protection Authority, unless it is not likely that this breach poses a risk to the rights and freedoms of the person whose data is involved (the data subject). We also inform the data subject about the infringement, unless we have taken appropriate protective measures.
- Matrixian Group does not use automated decision-making.
Preventive maintenance
You have rights regarding the processing of your personal data. It concerns the following rights:
- You have the right to inspect the personal data we processed about you.
- The right of rectification of any incorrect personal data.
- The right to limit any personal data we hold about you.
- The right to delete your personal data we hold about you.
- Right to object to the processing of your personal data by us.
- Right to receive the data we have from you in a way that you can easily transfer it to another person.
- Right to withdraw previously given consent to processing.
- Right to be informed about the processing of your personal data.
- Right to file a complaint with the Dutch Data Protection Authority,
These rights are recognized and guaranteed by us. To exercise your rights, you can contact our Data Protection Officer at the email address privacy@matrixian.com. Your request will be processed by us within 4 weeks at the latest.
Service levels
You can purchase some of our services for a fee via our web shops. You can use various payment options, such as iDeal and Paypal. This data is only used for the administration duty of the tax authorities.
Availability support for Applications and Services
Matrixian Group provides support for the Applications and Services on working days, Monday to Friday from 09:00 to 17:00 hr. CE(S)T (excluding Dutch public holidays). Outside office hours and on weekends, operational issues can be reported via email or voicemail, (and Slack if agreed). In the case of urgent issues, Matrixian Group will investigate the issue as soon as possible, report back and try to resolve it. Non-urgent issues are handled the following working day.
Downtime for scheduled maintenance and regular deployments
Downtime for necessary maintenance will be communicated to User in advance, stating:
● Date en time
● Duration of the interruption
Maintenance will take place on working days and outside office hours as much as possible.
Response times and procedures
Matrixian Group divides issues into the following 3 categories:
● Issues that are subject to price agreements
● Issues that are not subject to price agreements
● Requests for changes (Change/Feature requests)
All issues are treated according to priority:
PRIORITY
DEFINITION
EXAMPLE
1 Urgent
Business critical for all users; no workaround available
Total service outage
2 High
Business critical no workaround available for certain users
Applications and Services not available at all for certain countries, performance issues
3 Medium
Any impact on the service that harms operations or the business process, but is not business critical without available workaround
Problems with missing data
4 Low
Any impact on the service that harms operations or the business process in the long term, but is not business critical and for which a workaround is available
Reference data update delay issues
5 Not urgent
Any impact on the service that does not harm operations or the business process
Design errors in the UI
Response time for issues covered by the service fee
Priority
Conformation
Response with plan for fix in
Status update
every
Solution
1 Urgent
2 hrs
4 hrs
2 hrs
6 hrs
2 High
4 hrs
8 hrs
4 hrs
Emergency release within 3 days
3 Medium
1 day
2 days
5 days
Next planned deployment
4 Low
1 day
5 days
10 days
Within 10 weeks
5 Not urgent
1 day
By agreement
By agreement
By agreement
Response time for issues, not covered by the service fee
Issues such as additional ad hoc deliveries of data or processing of data that are not covered by the service charge. Individual issues may be designated by the User as a high priority from a commercial or operational point of view. The services for processing/solving these issues will be performed after mutual agreement and will be settled separately from the regular price agreement.
Priority
Response with resolution planning
1. Urgent
Within 8 working hours
2. High
Within 8 working hours
3. Medium
Within 25 working days
4. Low
Within 5 working days
5. Not urgent
By individual appointment
Requests for Change / Feature
These may be reports about issues that have not yet been reported as a problem, but as a request for an adjustment to improve the functionality. RFCs are submitted through the Matrixian Group’s support contact channels. Matrixian Group will give a preliminary response with a date on which a description of the RFC and an estimate of cost and time can be supplied. Once delivered, this statement enables the user to choose whether to budget and request the RFC.
Response with planning and price/effort statement
Change Requests
Within 10 working days
Planned interruption of the Applications and Services
Scheduled interruptions
Planned interruptions for maintenance or deployments will not occur during business hours whenever possible. Where planned downtime is expected, Matrixian Group will inform User at least 24 hours in advance about the planned date, time, and estimated duration of the interruption.
Emergency outage
An emergency outage may be required in exceptional cases to apply a fix that resolves a failure in the Applications and Services. If an emergency outage is unavoidable, Matrixian Group will report this in advance via the User’s relationship manager.