Service Hours

“Service Hours” mean the hours on a day during which the EGSSIS Operations Desk will respond to all Service Requests. The Services are delivered from Monday until Sunday from 00:00 – 24:00.
The EGSSIS Operations desk is the 24/7 contact person.

Response time

“Response Time” is the amount of time defined for the relevant incident category within which EGSSIS is obligated to start to identify the applicable incident and to notify the requesting person about having started to identify the applicable incident. The Response Time commences upon the reporting of the applicable incident to the Operations Desk.
The response time is set to 30 minutes.

Resolution time

“Resolution Time” is the relevant amount of time defined for the applicable incident category within which EGSSIS is obligated to remedy the applicable incident. The Resolution Time commences with the reporting of the applicable incident to the Operations Desk.
The resolution time is set to 3 hours for all Services delivered and maintained by EGSSIS.

All external processes beyond the control or responsibilities of EGSSIS, such as internet connections, external software used by the Client, the data center infrastructure, etc., are not included in the Resolution time definition.

Availability per month

”Availability per Month” means the percentage of minutes out of each calendar month during which the software is available to the Client. In the event that the software is unavailable due to a decision taken by the Client or a wrong use of the software by the Client, this time is not be included in the total number of minutes of the calendar month used to calculate the Availability. Planned downtimes for Changes are not included into the calculation of the availability.

The EGSSIS services will be available 99 % per month. This calculation does not include third party services like internet provider, nor does it include any external processes beyond the control or responsibilities of EGSSIS, such as internet connections, external software external hardware or the data center infrastructure.

Maximum downtime

”Maximum Downtime” means the greatest number of consecutive hours during which the software is unavailable to the Client. The maximum consecutive downtime of the EGSSIS services is 6 hours, excluding third party services like internet provider, or any external processes beyond the control or responsibilities of EGSSIS, such as internet connections, external software external hardware or the data center infrastructure.

Redundancy (standard)

Clients that are serviced under our standard service level are served from 1 ISO 27001 certified data center, with redundant parallel trees, 3-hour fail-over, and 24-hourly back-up on tape of messages, data, etc.

Redundancy (premium)

Clients that are serviced under our premium service level are served from 2 ISO 27001 certified data centers, with data synced between these data centers every 5 minutes. We work with a 30-minute restore time in case of failure at the 1st data center.

Implementation amount

EGSSIS charges an implementation fee depending on the amount of work required and the availability/responsiveness of the client.

Additional costs

All accommodation costs and travelling costs for onsite meetings and training will be invoiced back to back, duly justified.

Any other additional costs will be charged based on reasonable and duly justified expenses or make part of a separate price offer.
(examples: 3rd party Weather data subscriptions, Xoserve IX Server configuration and hosting costs, TangentWorks TIM Forecasting, custom API connections, etc.)

Period

Our standard contract period is 2 years, with auto renewal for one year without written notice. Contracts can be terminated via written notice at the latest 3 months before the renewal/contract end date.

Indexation (yearly)

The Monthly Fee MF shall be equal to the Initial Monthly Fee MF(0) indexed every year in January based upon the Belgium Consumer Index I of the preceding month December.

Please find additional information about the Belgian Consumer Index via this link.

Validity

Our offers are valid 2 months as from offer date at the mentioned reference index used for indexation, unless stated otherwise in the quote you receive.

EGSSIS references

The client references from EGSSIS can be found on the webpage: https://www.egssis.com/reference/. Client logo’s will be displayed on the reference page as part of our agreement, unless otherwise agreed between the client and EGSSIS.

Agreement

The Services are delivered under the standard Service Level Agreement of EGSSIS NV. Our full SLA is included with contract proposals.