This English translation is provided for convenience only. The Danish version is the legally binding one and prevails in case of any discrepancy.
This Service Level Agreement (SLA) describes the service targets, support hours, uptime targets and compensation rules that apply to services delivered by Teknisk Support ApS. The SLA supplements Teknisk Support ApS' terms of sale and delivery and data processing agreement — in the event of conflict, the general terms take precedence over the SLA provisions, unless otherwise expressly agreed in writing.
§1 Purpose and scope
The purpose of this SLA is to establish the service targets Teknisk Support ApS delivers against for the Customer's IT services. The SLA covers the products and services set out in the Customer's active subscription agreement or separate service agreement with Teknisk Support ApS. Products and services not mentioned in this SLA are delivered without specific service targets — here, only Teknisk Support ApS' general terms of sale and delivery apply.
The SLA applies to business customers (B2B). Consumer purchases are not covered, as Teknisk Support ApS does not, as a general rule, trade with consumers.
§2 Definitions
- Uptime: The percentage of a calendar month during which a service is available to the Customer, as measured on Teknisk Support ApS' monitoring platform.
- Downtime: A period during which a service is not available — excluding planned maintenance (§20) and exceptions (§8).
- Response time: The time from Teknisk Support ApS receiving a support case until a technician has acknowledged the case and started troubleshooting.
- Resolution time: The time from the case being acknowledged until the problem is resolved or a temporary workaround has been established. Resolution time is a target, not a guarantee.
- Support hours: The hours during which Teknisk Support ApS provides support in accordance with the selected SLA level.
- Subcontractor: A third party that delivers infrastructure or services embedded in Teknisk Support ApS' services (e.g. hosting, domains, M365, telephony).
§3 SLA levels
Teknisk Support ApS offers three SLA levels. The level is agreed per customer and is set out in the offer or order confirmation. If nothing has been agreed, Standard applies.
| Level | Support hours | Uptime target | Emergency hotline | Target group |
|---|---|---|---|---|
| Standard | Weekdays 08:00–17:00 | 99.5% | No | SMEs with ordinary operational needs |
| Plus | Weekdays 07:00–18:00 | 99.8% | Yes, weekdays | Businesses with increased operational criticality |
| Premium | 24/7 | 99.9% | Yes, around the clock | Business-critical systems |
§4 Support hours
Standard support is provided on weekdays (Monday to Friday), excluding Danish public holidays, Christmas Eve, New Year's Eve and Constitution Day from 12:00. Enquiries outside support hours are registered and commenced on the next business day — unless the Customer has a Premium agreement with 24/7 cover.
Customers with a Plus or Premium agreement may call the extended emergency hotline for critical cases (P1, cf. §5). Ordinary support cases should be sent to it@teknisksupport.dk or via the Customer's normal support channel.
§5 Response time and prioritisation
Support cases are prioritised according to their business impact. Teknisk Support ApS determines the priority when the case is created, in consultation with the Customer. The following response times apply within the support hours of the selected SLA level:
| Priority | Description | Standard | Plus | Premium |
|---|---|---|---|---|
| P1 — Critical | Service unavailable for the entire business | 4 hours | 2 hours | 30 minutes |
| P2 — High | Service affected for several users | 8 hours | 4 hours | 1 hour |
| P3 — Normal | Single user or non-critical function | 1 business day | 4 hours | 2 hours |
| P4 — Low | Requests, changes, questions | 2 business days | 1 business day | 4 hours |
Response times are calculated from the time the case is received by Teknisk Support ApS via the case management system, email or the emergency hotline. Response time is not the same as resolution time: the resolution time depends on the nature of the problem and in certain cases depends on third parties, cf. §18 and §19.
§6 Uptime targets
The uptime target in §3 is a monthly target for the individual service. Uptime targets apply per service instance (e.g. per web hosting account, per M365 tenant, per firewall) and not aggregated across the Customer's total portfolio.
Uptime targets are Teknisk Support ApS' targets — not a guarantee. If the target is not met due to circumstances within Teknisk Support ApS' control, the Customer is entitled to compensation in accordance with §9. Where a service is delivered via a subcontractor, the rules in §18 and §19 on pass-through apply.
§7 Measurement of uptime
Uptime is measured on Teknisk Support ApS' monitoring platform, which polls the service at a fixed interval. A service is considered down when it fails to respond correctly to two consecutive measurements.
Measurement is per calendar month. Results are available on request and are logged centrally. Where the Customer measures uptime using its own tools, Teknisk Support ApS' measurement is the authoritative source in the event of disagreement, unless otherwise agreed in writing.
§8 Exceptions
The following periods are not counted as downtime:
- Planned maintenance notified in accordance with §20.
- Downtime caused by circumstances beyond Teknisk Support ApS' control, including force majeure (cf. the terms of sale and delivery §11 and §20).
- Downtime caused by the Customer or the Customer's employees, including misconfigurations made by the Customer, unlicensed software, overload from the Customer's own systems or misuse.
- Downtime caused by third-party internet service providers outside Teknisk Support ApS' data centres.
- Downtime caused by updates or hotfixes supplied by manufacturers (e.g. Microsoft, Fortinet) which Teknisk Support ApS is obliged to install to ensure compatibility or security.
- Downtime on services delivered by a subcontractor where the subcontractor has not delivered in accordance with its own SLA (cf. §19 on pass-through).
§9 Service credits and compensation
If Teknisk Support ApS fails to meet the uptime target in §3 for a given service, and the failure is not due to an exception under §8, the Customer is entitled to financial compensation according to the scale below. The compensation is calculated as a percentage of the monthly subscription fee for the service in question.
| Actual uptime | Compensation (% of monthly subscription) |
|---|---|
| Below agreed target, but ≥ 99.0% | 10% |
| ≥ 98.0% and < 99.0% | 25% |
| ≥ 95.0% and < 98.0% | 50% |
| Below 95.0% | 100% (up to one monthly subscription payment) |
The total maximum compensation per service per month cannot exceed the monthly subscription fee for the service in question. Compensation is paid as a credit on the next invoice — not in cash. Compensation is the Customer's sole remedy for failure to meet uptime targets, cf. §11 of the terms of sale and delivery on limitation of liability.
§10 Requesting compensation
The Customer must request compensation in writing no later than 30 days after the end of the month in which the failure occurred. The request is sent to it@teknisksupport.dk with the following information:
- Affected service and customer/subscription number.
- Period of the downtime experienced (date, time, duration).
- Description of the impact experienced.
Teknisk Support ApS reviews the request against the uptime measurement (§7) and informs the Customer of the outcome no later than 14 days after receipt of the request. A late or incomplete request may result in loss of the right to compensation.
§11 Web hosting and hosting
Web hosting and hosting solutions are delivered on infrastructure from Teknisk Support ApS' subcontractor (Curanet/team.blue). The general uptime target under §3 applies, although the uptime actually delivered depends on the subcontractor's own uptime, cf. §19.
Downtime on individual functions (e.g. mail reception, FTP access, control panel) counts as downtime for the web hosting account as a whole, unless the primary website remains available.
§12 Mail and Microsoft 365
Microsoft 365 licences are resold by Teknisk Support ApS, and the service itself is delivered by Microsoft. Uptime targets for M365 follow Microsoft's own Service Level Agreement (pass-through, cf. §19). Teknisk Support ApS provides assistance with configuration, user administration and incident handling within the support hours of the selected SLA level.
For classic mail hosting (POP3/IMAP/SMTP, Hosted Exchange), the uptime target under §3 applies. Spam filter and antivirus functionality are delivered by a subcontractor, and their maintenance depends on the subcontractor.
§13 Domains and DNS
Domain registration is not covered by uptime targets, as the service is delivered by the relevant top-level domain registries (DK Hostmaster, .com registrar, etc.). Teknisk Support ApS' responsibility is limited to registration, renewal and administration of the domain in the Customer's name.
DNS hosting and administration are delivered via Teknisk Support ApS' subcontractor and are covered by the general uptime target under §3. Changes to DNS records are normally implemented within one hour during support hours — full propagation, however, depends on the global DNS cache servers and may take up to 48 hours.
§14 Server hosting and VPS
VPS, Cloud Server and dedicated server subscriptions are covered by the agreed uptime target. Teknisk Support ApS' responsibility covers hardware, hypervisor and network in the data centre. The operating system and applications are the Customer's responsibility, unless otherwise agreed in writing (managed services).
For managed services, Teknisk Support ApS is responsible for OS patching and baseline configuration. Application-specific troubleshooting is only covered if specified in a separate agreement.
§15 Backup and data loss
For services where Teknisk Support ApS has undertaken to perform backups (specified in the order confirmation or a separate agreement), the following targets apply:
- Backup frequency: daily, unless otherwise agreed.
- Retention period: 14 days, unless otherwise agreed.
- RPO (Recovery Point Objective): a maximum of 24 hours of data loss.
- RTO (Recovery Time Objective): within 1 business day for Standard, 4 hours for Plus, 2 hours for Premium.
Backup is a secondary safeguard — the Customer is responsible for validating that its own data is covered, and for having routines for the secure storage of business-critical data.
§16 Network and firewall
Firewalls (Fortinet) and network infrastructure delivered by Teknisk Support ApS are covered by the agreed uptime target. The internet connection from the Customer's internet service provider is not covered.
Security updates (firmware, signatures) are installed within the maintenance window under §20. Critical CVE updates may be installed without notice if Teknisk Support ApS assesses that the risk of waiting for the maintenance window is higher than the risk of acute downtime.
§17 Telephony (Flexfone)
Business telephony is delivered by Flexfone via Teknisk Support ApS as reseller. Uptime targets, response times and support terms for the telephony platform follow Flexfone's own SLA (pass-through, cf. §19). Teknisk Support ApS provides first-line support for configuration, user administration and incident handling.
§18 Subcontractors
Teknisk Support ApS uses subcontractors for the delivery of parts of its IT services. The principal subcontractors are:
- Curanet / team.blue — hosting, mail, domains, DNS, VPS, Hosted Exchange.
- Microsoft — Microsoft 365, Azure, Microsoft Teams.
- Flexfone — business telephony and cloud PBX.
- Fortinet — firewall and endpoint licences.
- SentinelOne — endpoint detection & response.
- Veeam — backup software and cloud backup.
A current and complete list of subcontractors can be requested from it@teknisksupport.dk. The list is also relevant to the data processing agreement (see data processing agreement, Schedule B).
§19 Pass-through of SLA
Where a service is wholly or partly delivered via a subcontractor, Teknisk Support ApS' SLA applies only to the extent that it can be passed on ("pass-through") from the subcontractor. This means:
- Uptime targets for subcontractor services cannot exceed what the subcontractor itself offers.
- Response times for cases requiring escalation to a subcontractor are calculated within Teknisk Support ApS' own support window — the resolution time, however, depends on the subcontractor's response time.
- Compensation under §9 is only paid to the extent that Teknisk Support ApS receives corresponding compensation from the subcontractor, or where the failure is due to Teknisk Support ApS' own circumstances.
- If a subcontractor changes its SLA terms, Teknisk Support ApS may pass these changes on to the Customer, cf. §29 of the terms of sale and delivery on pass-through.
§20 Maintenance and planned outages
Teknisk Support ApS carries out routine maintenance of the infrastructure. Planned maintenance is, as a general rule, notified at least 48 hours in advance and is carried out as far as possible outside normal working hours (22:00–06:00).
Emergency maintenance (e.g. critical security vulnerabilities or infrastructure faults threatening integrity) may be carried out without notice. Teknisk Support ApS endeavours to inform customers of emergency maintenance as quickly as possible — typically by email and on the operational status page.
Planned and emergency maintenance does not count as downtime under §8.
§21 Escalation
Customers may escalate cases if they find that response times or progress are not as expected. The escalation path is:
- Confirm by email to it@teknisksupport.dk or call +45 7070 1612 and expressly request escalation.
- If the case is still not resolved satisfactorily, the Customer may call the operations manager directly.
- Enquiries regarding SLA breaches or compensation are sent to it@teknisksupport.dk clearly marked "SLA request" in the subject line.
§22 Changes to the SLA
Teknisk Support ApS may change this SLA with a minimum of 30 days' written notice by email to the Customer's contact person. Changes resulting from adjustments at subcontractors may, however, be implemented with shorter notice (cf. §29 of the terms of sale and delivery on pass-through).
The SLA applicable at any given time can be found at www.teknisksupport.dk/sla. The previous version is made available on request.