Service Level Agreement

This SLA sets out the services agreed between the counterparty and SkillsTown. It also describes the service levels provided by SkillsTown in support of the services delivered to the counterparty. Qualitative and quantitative agreements regarding the delivered service and the maintenance of the service are laid down.

The service levels consist of a definition of indicators that are important to the counterparty with regard to (the quality of) its business operations. These indicators are measurable and can be influenced by SkillsTown.

For each indicator, a corresponding standard is defined. These standards are the measurable criteria that must be met in order to guarantee the service level.

 

Amendments

SkillsTown is responsible for maintaining the SLA and ensures the processing of all amendments approved by both parties.

Confidentiality

Information of the counterparty and its counterparties stored by SkillsTown will at all times be treated as strictly confidential by SkillsTown.

Environment Availability

The availability of the SkillsTown Academy is 99.5%, measured over the last month. Availability is monitored 24/7 using multiple servers within Europe. Downtime due to scheduled maintenance is excluded from availability measurements.

Monitoring and Alerting

Availability of the SkillsTown Academy is monitored 24/7.

Performance

Performance is automatically measured and assessed periodically based on a series of actions (transactions) that simulate regular and representative use. The transaction includes the following actions:

  • Logging in to the SkillsTown Academy
  • Navigating to the Essentials learning solution
  • Viewing the first displayed Essential
  • Closing the Essential
  • Logging out of the SkillsTown Academy

In addition, response time is also measured. Response time is defined as the time between receipt of a request and the moment the request is answered. The average response time of the SkillsTown Academy does not exceed 1 second, measured from a test location within Europe.

User Support

Reports from the counterparty with priority levels 1 to 4 are submitted and registered with SkillsTown on working days between 8:30 a.m. and 5:30 p.m.

Disruptions are handled in accordance with the KPIs listed below.

Resolution time is defined as the time required to implement a workaround that minimizes the impact on users.

Priority Description Initial Response Time Resolution Time
1 – Urgent Critical disruptions with severe impact on all users < 1 hour 2 working days
2 – High Disruptions with severe impact on multiple users < 4 hours 3 working days
3 – Medium Disruptions with limited impact on multiple users < 1 working day 5 working days
4 – Low Disruptions with limited impact on an individual user < 5 working days In consultation, depending on the nature of the issue, indicative timeframe 7–15 working days

 

Backup and Restore

SkillsTown will provide backup and restore services:

RPO (Recovery Point Objective) = 24 hours
RTO (Recovery Time Objective) = 48 hours

A full backup of the software and content is made every night. A database dump is also created and included. The backup is stored in a secure and redundantly configured environment.

Archiving

Backup copies are retained at the backup location for up to 7 days.

Security

With regard to its infrastructure and any third parties engaged by it through which personal data may be processed, SkillsTown shall make every effort to implement sufficient and appropriate technical and organizational measures, including at least the measures referred to in ISO27001 or an equivalent standard, to protect personal data processing against loss or any form of unlawful processing (such as unauthorized access, alteration, disclosure, or destruction of personal data).

Emergency Interventions

Emergency interventions, for example as a result of security vulnerabilities, may be implemented at any time. Emergency interventions are treated as priority 1 incidents.

Planned Maintenance

Changes affecting integrations between SkillsTown and the counterparty will be communicated well in advance. SkillsTown aims, where possible, to carry out maintenance outside office hours.

Maintenance Covered by This SLA

Corrective, preventive, and perfective maintenance fall within the scope of this SLA.