Buypass Trust Services

Version 1.0  I  Date 2024.11.01

1 Introduction

This document describes the Standard service level for Buypass Trust Services and how Buypass manage this service level. 

All Buypass trust services will be supported by the Standard service level at no extra cost. Enhanced service level (named “Premium service level”) is available for most services. Description, availability and cost is available upon application.

2 Service level

2.1 Availability - normal operation

The Supplier provides all technical services covered by this Agreement every hour in every day of the year. (24/7/365). The Services and related data are operated from European Availability Zones.

Availability is calculated as a percentage based on minutes over the calendar month in which the service is available to the Customer. Where the service consists of several subservices*, availability will be calculated as the sum of the individual points of measurement. Planned and notified maintenance is excluded from the availability measurement. Downtime/unavailability caused by circumstances over which the Supplier has no control shall not be included in the calculation of availability. Measurement is done on the Supplier's technical endpoints to the internet or private IP/VPN. In the event of instability, the service shall be considered unavailable if more than 30% of transactions in one hour fail.

The target for availability of technical services is 99.0% per calendar month.

*) By subservices we mean, for example, technical interfaces (APIs) and service modules that are exposed to the Customer. All individual components of the Services' infrastructure are treated as a "black-box" and are considered a service to the Customer.

2.2 Maintenance windows

Four (4) maintenance windows are planned per year. Extraordinary maintenance may apply.

Maintenance windows are from 03:00 to 06:00 (Time zone: Oslo).

Unavailability within maintenance window is not included in monthly availability.

This maintenance is notified as described in Section 3 - Service management.

3 Service management

3.1 Process description

The Supplier’s customer service is available by phone and e-mail. Notification of incidents and inquiries of a general nature are not invoiced.

3.2 Contact information

Contact information for Buypass Customer Support can be found here: https://www.buypass.com/the-company/contact-customer-support

3.3 Customer services

The Supplier's customer service is available by e-mail and telephone (see section 3.2 for contact details)

The standard service level entails the following:

• Receive and follow-up notification of operational problems from the Customer
• Questions from the Customer or tips from the Supplier about the use of the Services
• Other operational inquiries and ensuring continuous access to the Services
• Support for integration with the Customer's systems and use of the Services in accordance with the agreed service level

Opening hours for Customer Service is presented on https://www.buypass.com/the-company/contact-customer-support.

Feedback on ordinary inquiries normally can be expected within 24 hours. The supplier's customer service is intended as 2nd line and inquiries must come from the customer's internal 1st. line or other authorized personnel.

3.4 Problem and incident management

The Customer shall report incidents and problems without undue delay to the customer services.

Reporting of such to the Supplier should be done by qualified operators. By this we mean personnel which can identify the services involved, convey a qualified description of the symptoms to the Supplier and assist in correcting the problem. Reporting of incidents and problems should refer to the service catalogue.

3.5 Notification and Reporting of problem

The Supplier will provide events and notifications to the Customer via the Service status page here: https//buypasspublic.statuspage.io