Service Level Agreement

What’s covered by the POLYAS Service Level Agreement (SLA) and who does it apply to?

The POLYAS Service Level Agreement (SLA) defines various services and support availabilities covered by the contract concluded between POLYAS and the customer.

In addition to POLYAS’s General Administrative Regulations (AVV) and General Terms and Conditions, the SLA is enclosed with every contract offer as standard but doesn’t apply to self-service users. This is a standard document applicable to the majority of customers.

The POLYAS Standard SLA sets out the availability of software at the point this is handed over to the customer. In this case, availability means that POLYAS uploads the software to the internet where it can be accessed by users. Availability on the customer’s side, i.e. the internet connection or the customer’s hardware, is not POLYAS’s responsibility, but the customer’s. 

The SLA also specifies a response and recovery time and reimbursement in the event of non-compliance with the performance promised. 

The response time refers to how long it takes POLYAS to respond to the customer and the recovery time to how long it takes POLYAS to resolve the incident. POLYAS makes no distinction based on the severity of the fault – every fault is treated equally.

The service times, i.e. the time in which the response and recovery times are to be calculated, are also defined in the SLA.

We offer three different service levels: Gold, Silver and Standard. These offer the following times and availabilities: 

The Standard SLA is included in the offer price. Please ask your Election Manager for more information on the pricing for the Gold and Silver service levels.

In the event of POLYAS’s failure to comply with the SLA, you as a customer have the right to claim that availability has been undercut, that the recovery time has been exceeded and/or that the SLA costs are refunded.