SLA - Service Level Agreement

Definition of Dipla In this Service Level Agreement, “Dipla” refers to the complete collection of Dipla applications and access options offered by Profisi. This includes, insofar as they form part of the client's subscription or agreement, the central web application, mobile apps, progressive web applications, portals, external web access, APIs, integrations and other associated online services. In this document, the term “Dipla” is therefore used as an umbrella term for the entire Dipla ecosystem and not exclusively for one individual application or web access point. Documentation and knowledge base Additional information about the operation, use and technical organisation of Dipla is available in the Dipla knowledge base. This knowledge base contains supporting and operational documentation and is updated regularly. In the event of any conflict, the service levels and agreements expressly included in this SLA, the assignment documents or another specific written agreement will always prevail.

1. Contractual framework, terms of use and data protection

This Service Level Agreement (SLA) describes the standard services, support and service levels for Dipla. It supplements the contractual documents applicable to Dipla. The organisation-level agreement is concluded in accordance with the General Agreement. This contains the general contractual arrangements between Profisi and the client, including provisions on the subscription, usage rights, maintenance, technical assistance, confidentiality, data protection and GDPR. Each individual user accepts the User Agreement when using Dipla. This governs, among other things, the careful use of Dipla, personal responsibility for login details and the use of assigned access rights. The client is responsible for managing its users and appropriately assigning access rights within its own organisation. External contractors and other persons authorised by the client may be given access to Dipla as authorised users. When using Dipla, they also accept the User Agreement and are granted access only to the projects, functionality and data for which the client has authorised them. The client is responsible for the appropriate assignment and management of these access rights. For the processing of personal data, the client acts as the data controller and Profisi as the processor, in accordance with the General Agreement. Profisi processes personal data solely for the performance of the agreed services and in accordance with the client's instructions. The specific arrangements regarding the processing and protection of personal data are included in the General Agreement and may, if necessary, be supplemented by a separate data processing agreement between Profisi and the client. Additional information about the processing and protection of personal data is available in the Privacy and Data Protection Statement. The use of cookies is explained in the cookie policy.

In the event of any conflict, the applicable assignment documents and other specifically agreed written arrangements take precedence over this SLA. This SLA, in turn, takes precedence over Dipla's General Agreement and User Agreement. The General Agreement and User Agreement apply additionally to all matters not regulated in the assignment documents, specifically agreed arrangements or this SLA.

Deviations from the standard services, additional guarantees or client-specific arrangements apply only when they have been expressly agreed in advance and in writing between Profisi and the client.

2. Services and responsibilities

Dipla is offered as a web-based SaaS solution. Profisi is responsible for the hosting, technical management, maintenance, security, backups, monitoring, corrections and releases of Dipla. The client is responsible for the functional management of its own organisation within Dipla, including the management of users, access rights, data, configurations and the internal organisation of work processes. The client must provide suitable devices, supported software, a sufficiently high-performing and stable internet connection, and careful management of user accounts and access rights. Client-specific developments, new integrations, extensive data migrations, additional configuration, training or guidance form part of the standard services only when they are expressly included in the quotation or agreement.

3. Availability, monitoring and maintenance

Dipla's production environment is in principle permanently available, except during planned maintenance windows and exceptional technical interventions.

3.1 Standard availability

The standard guaranteed availability of Dipla is at least 98% per month, measured during the agreed service hours. Regular service hours are from 09:00 to 17:00 on working days. Statutory public holidays and pre-established collective closing days and bridge days do not count as service hours. Profisi publishes these days via the support calendar and communicates them via Dipla or another suitable communication channel.

The support calendar may indicate periods of reduced staffing, for example during holiday periods. During these periods, the service desk remains available during regular service hours and critical incidents are handled as a priority. The guaranteed availability and maximum response times in this SLA remain unchanged during pre-planned periods of reduced staffing.

In exceptional circumstances that significantly limit staffing for an extended period, such as long-term illness or the simultaneous unforeseen absence of several employees, Profisi may temporarily operate with reduced staffing. Profisi will communicate this as soon as reasonably possible and take reasonable measures to ensure continuity of service and priority handling of critical incidents.

Planned maintenance windows and interruptions announced in advance are not included in the availability calculation, in accordance with the provisions on planned maintenance in this SLA. In practice, Dipla's actual availability is generally significantly higher than the guaranteed minimum level.

3.2 Monitoring

Dipla's availability, accessibility and performance are continuously monitored through internal and external monitoring systems. The indicators monitored include: application availability; number of unplanned interruptions; response time and recovery time for software errors; web page response time; service desk response time. Measurement data on accessibility and response time are collected, among other things, through an independent external monitoring system. The available public monitoring reports and a more detailed description of the indicators can be consulted via Indicators and measurements. The detailed values and objectives shown on this documentation page serve as operational guidance. The contractually guaranteed values are those expressly included in this SLA or in a specific agreement with the client.

3.3 Planned maintenance

Planned maintenance and releases are carried out without interrupting the service wherever possible. If a planned intervention nevertheless causes temporary unavailability, it will be carried out outside service hours wherever possible and communicated in advance.

Planned maintenance windows carried out outside regular service hours are not included in the availability calculation. If a planned intervention during service hours nevertheless causes a temporary interruption, it is excluded from the availability calculation only when the planned date, expected duration and possible impact have been communicated to the client at least one week in advance. Urgent security or continuity interventions are communicated as soon as possible.

More information about the release procedures used is available via Maintenance and interruptions.

3.4 Exclusions

Interruptions or delays resulting from circumstances outside Profisi's reasonable control are not included in the availability measurement. These include:

• failures in public internet or telecommunications networks outside the infrastructure managed by Profisi;

• failures at hosting or infrastructure providers that, despite appropriate continuity measures, could not reasonably have been prevented or limited;

• problems with the client's devices, internet connections or local networks;

• failures or delays involving external map layers, web services, data sources or third-party integrations;

• incorrect or exceptionally resource-intensive client-specific reports, queries or data processing;

• force majeure and other unforeseeable external events;

• cyberattacks that, despite appropriate technical and organisational security measures, could not reasonably have been prevented or limited.

In such events, Profisi will take all measures reasonably possible to limit the impact and restore the service as quickly as possible.

3.5 Technical infrastructure

General information about Dipla's hosting, backups, security, technical architecture and scalability is available via Hosting of Dipla by Profisi. The information on this page describes the operational setup of the platform. Technical components and procedures may be adapted by Profisi when necessary for the security, continuity, performance or further development of Dipla, without reducing the agreed service level. At the client's request, Profisi can explain the relevant monitoring, registered incidents and improvement measures taken.

4. Helpdesk, Stonly and incident management

Dipla combines self-service with personal support. The helpdesk and all communication about support, incidents, changes and follow-up are provided in Dutch by default during regular service hours. For standard questions, users can use the online Dipla knowledge base. It contains context-sensitive help, step-by-step guides, explanations and DiplaTV videos. The knowledge base is continuously supplemented and updated based on new functionality and recurring user questions. Every Dipla user can submit a notification directly. When registering it, the user can indicate the type of notification, for example: a software error or bug; an error or lack of clarity in a guide; a functional or technical support question; a question about using Dipla; a proposal for improvement or extension.

Notifications can be submitted via the notification option in the knowledge base, via support@dipla.be or through other support channels agreed with the client. Every notification is centrally registered, assessed and followed up until an answer, solution or further planning has been established. After registration, the person submitting the notification automatically receives an acknowledgement of receipt. This automatic acknowledgement does not count as the first substantive response as referred to in the SLA. The response time is measured from the moment the notification is correctly registered until Profisi's first substantive response. Registration, analysis and corrective handling of software errors and incidents are included in the Dipla subscription.

Registration, analysis and corrective handling of software errors and incidents are included in the Dipla subscription, regardless of the time required.

Normal user questions submitted through the helpdesk are also included. As a practical guideline, Profisi considers a user question to be normal helpdesk support when it is expected to require no more than approximately 15 minutes to handle. This includes a brief substantive answer, possibly supplemented by a reference to a guide, instructional video or information in the online knowledge base.

If Profisi estimates that a question will require more than 15 minutes to handle, the client will be informed in advance. This may, for example, apply to additional training, extensive configuration, data processing, advice, customisation, interactive guidance or other operational support outside normal helpdesk operations.

Such additional support is provided only after the client's approval or in accordance with a pre-agreed working method. The services are charged according to the agreed rates or through the designated item for additional operational support.

The helpdesk is the first line for user questions, functional problems and notifications. Where further analysis is required, the notification is passed to the second line for functional or technical expertise, or to the third line for software development, infrastructure or complex technical problems. Where a reported question or error is also relevant to other users, Profisi may update the knowledge base or the associated instructions. In this way, recurring questions and solutions are structurally incorporated into the documentation. For urgent incidents, an additional telephone escalation option may, if agreed, be provided for the client's designated Dipla contacts. Support is provided remotely by default. If on-site support is necessary or requested by the client, it will be scheduled in advance. On-site services, including travel time, are charged according to the agreed rates for additional operational support. Any additional travel costs, such as parking charges or other costs directly related to travel, may be charged separately where applicable.

5. Priorities, response times and follow-up

Profisi determines the priority of each notification based on its impact on users and work processes, the urgency of the problem, the number of users affected and the availability of a workable temporary solution. The client may provide reasons and request that the assigned priority be reassessed.

The first-response periods shown in the table below are maximum response times. The first response means Profisi's first substantive response to the notification. An automatic acknowledgement of receipt does not count as the first response.

The periods are calculated exclusively within the regular service hours defined in section 3.1 of this SLA.

The periods for further handling are targets, unless a guaranteed recovery time is expressly included in a quotation, addendum or other specific written agreement. Depending on the type of notification, handling may consist of a solution, a workable temporary solution, a substantive answer or an assessment with further planning.

Recovery means that normal operation is possible again through a permanent solution or a workable temporary solution. Where a temporary solution is applied first, the permanent correction may be implemented later according to the communicated schedule.

An improvement proposal, request or non-urgent optimisation is not considered an incident. The first response consists of an assessment of the request and, where applicable, information about possible further handling. Registration or assessment of a proposal does not guarantee that the proposal will be implemented. Any implementation is included in the product roadmap or agreed separately with the client in terms of content and cost.

Where possible, the first substantive response includes an initial analysis of the notification or an explanation of the next steps. If a notification cannot be resolved immediately, it will be indicated whether it will be handled further as an incident, problem management, change request or development. In the event of serious incidents, Profisi informs the client about progress, the expected recovery time and any workable temporary solution.

6. Releases, patches and change requests

Dipla is continuously improved through corrections, security updates, functional extensions and regular releases. Regular releases are in principle deployed weekly and normally involve no planned downtime. Critical software errors or security issues may, where necessary, be handled through a separate emergency release. For a release with a possible impact on the client's operations, Profisi communicates the relevant changes in advance. Where a maintenance window affecting availability is necessary, this is agreed with the client in advance and, where necessary, carried out outside opening hours. For a significant planned interruption, the planned date, expected duration and possible impact are communicated at least one week in advance.

Corrections, security updates, product updates and new versions within the functionality and modules to which the client subscribes are included in the subscription. The technical installation and rollout of these updates and versions by Profisi are also included and do not incur additional installation costs.

New modules, separate products, functionality outside the agreed subscription scope, client-specific developments, new integrations, customisation, specific data conversions and additional services are not automatically included. Such requests are agreed with the client in advance in terms of content and cost.

7. Communication, reporting and evaluation

Profisi and the client each designate one or more contact persons for the operational follow-up of Dipla. Communication about notifications, incidents, releases and change requests takes place through the agreed contact channels. The client may choose to have additional employees, such as the ICT department or a functional manager, copied on relevant communications. At the client's request, periodic meetings may be organised to discuss the services, open notifications, relevant incidents, releases, areas for improvement and planned optimisations. These meetings may also be used to evaluate the arrangements within this SLA. The knowledge base, standard documentation and current user instructions are made available through Stonly. These documents support day-to-day operations but do not in themselves change contractual arrangements or service levels.

8. Exceptions and escalation

The periods and targets included in this SLA apply to notifications that are described with sufficient clarity and for which Profisi receives the necessary information, access and cooperation. Periods are suspended where further handling depends on information, decisions, approvals or actions by the client or a third party. This also applies where the cause lies outside the Dipla application, for example with external data sources, integrations, map services, internet connections or the client's equipment. Disputes or structural problems that cannot be resolved through normal support operations are escalated to the respective contact persons at Profisi and the client. If necessary, a meeting is scheduled to coordinate the cause, temporary measures, structural solution and further follow-up. In exceptional and unforeseen circumstances that significantly limit available staffing for an extended period, such as long-term illness or the simultaneous absence of several employees, the services may temporarily be provided with reduced staffing. Profisi communicates this as soon as reasonably possible and takes reasonable measures to ensure continuity of service. Critical incidents continue to be handled as a priority. For non-critical notifications, normal response and handling periods may be temporarily extended during this period. Such reduced staffing does not affect Dipla's guaranteed availability as defined in this SLA. This SLA provides the framework for Profisi's standard services. Additional guarantees, reporting, availability, interventions outside service hours, on-site support, specific integrations or other deviations form part of the services only when they have been expressly agreed in advance and in writing.