This SLA specifies the services agreed upon between the other party and SkillsTown. It also describes the service levels delivered by SkillsTown on behalf of the service to the other party. Qualitative and quantitative agreements, regarding the delivered service and the maintenance of the service are recorded.
The service levels consist of a definition of indicators that are important to the other party with a view to (the quality of) its operations. The relevant indicators are measurable and influenceable by SkillsTown.
A corresponding standard is included for each indicator. These standards are the measurable criteria that must be met to ensure the level of services.
Changes
SkillsTown is responsible for the maintenance of the SLA and ensures that all changes, approved by both parties, are processed.
Secrecy
Information from the other party and its counterparts, stored by SkillsTown will be kept strictly confidential by SkillsTown at all times.
Availability of environments
The availability of SkillsTown Academy is 99.5% measured over the last month. Availability is measured 24/7 using multiple servers within Europe. Out-of-service time for scheduled maintenance is disregarded when measuring availability.
Monitoring and signaling
Monitoring of SkillsTown Academy availability is done 24/7.
Performance
Performance is automated periodically measured and assessed using a series of actions (transaction) that simulates regular and representative usage. The transaction includes the following operations:
- Login to the SkillsTown Academy
- Navigating to the learning solution Essentials
- Viewing the first Essential shown
- Closing the Essential
- Logging out of the SkillsTown Academy
In addition, response time is also measured. Response time means: the moment of arrival of a request until the moment of answering this request. The average response time of SkillsTown Academy does not exceed 1 second measured from a test location within Europe.
User Support
Reports from counterparty priority 1 through 4 are reported and registered with SkillsTown on weekdays between 8:30 am and 5:30 pm.
Disruptions are handled according to the KPIs listed below.
Resolution time means the time it takes until a workaround is implemented that minimizes the impact on users.
| Priority | Description | 1st reaction time | Resolution time |
| 1 - Urgent | Critical disruptions with serious consequences for all users | <1 uur | 2 business days |
| 2 - High | Disruptions with serious consequences for multiple users | <4 uur | 3 business days |
| 3 - Middle | Disruptions with limited impact on multiple users | < 1 werkdag | 5 business days |
| 4 - Low | Disruptions with limited impact on an individual user. | < 5 werkdagen | By arrangement, depending on nature of problem, target time 7-15 working days |
Backup and restore
SkillsTown will provide backup and restore of the service:
RPO (recovery point objective) = 24 hours
RTO (recovery time objective) = 48 hours
A full backup of the software and content is made every night. In the process, a database dump is also created and included. The backup is kept on a secure and redundant environment.
Archiving
Copies of the backup are kept at the backup location for up to 7 days.
Security
SkillsTown will endeavor, with respect to its infrastructure and third parties engaged by it with which or through which personal data can be processed, to take sufficient and appropriate technical and organizational measures, including in any case the measures as mentioned in the ISO27001 or equivalent standard, with respect to the personal data to be processed, against loss or against any form of unlawful processing (such as unauthorized access, impairment, modification or disclosure of the personal data).
Urgent interventions
Emergency interventions, for example due to security breaches can be implemented at any time. Emergency interventions are treated as a Priority 1 incident.
Scheduled maintenance
Modifications affecting the links between SkillsTown and the other party will be communicated well in advance. SkillsTown strives to have maintenance take place outside office hours whenever possible.
Maintenance falling within this SLA
Maintenance of a corrective, preventive and perfective nature are covered by this SLA.