Service
levels
Availability, maintenance, support hours and response times applicable to the Travia subscription. This page forms an integral part of the contract.
1. Scope
The commitments described here apply to the Travia platform in production, for a customer with a current subscription who is up to date with payments. They do not cover test environments, features delivered in early access, or custom developments under acceptance.
2. Definitions
- Unavailability: a period during which the platform does not respond to legitimate requests, or during which an essential function — authentication, viewing assignments, uploading proofs — cannot be used by all of a customer’s users.
- Business hours: 8:00 to 18:00 Swiss time, Monday to Friday, excluding public holidays in the canton of NETZERO SWISS AG’s registered office.
- Response: qualification of the request by a competent person and communication of a first diagnosis or a workaround, not a final resolution.
- Planned maintenance: work announced in advance and carried out in an agreed window.
3. Availability
NETZERO SWISS AG commits to a monthly availability of 99.5%, measured over the calendar month, excluding planned maintenance and excluded cases.
The rate is calculated as follows: (minutes in the month − minutes of unavailability) ÷ minutes in the month. Measurement relies on NETZERO SWISS AG’s monitoring, whose records are provided to the customer on request. At 99.5%, the tolerated unavailability is 216 minutes, i.e. 3 hours 36 minutes, for a 30-day month (223 minutes, i.e. 3 hours 43 minutes, for a 31-day month).
4. Maintenance
- Planned: announced at least five (5) business days in advance, carried out in principle between 22:00 and 6:00 Swiss time, up to eight (8) hours per month.
- Urgent: a security fix or measure to preserve the service, which may be carried out without notice, with information as soon as possible and a report afterwards.
- Routine functional updates are deployed without noticeable service interruption.
5. Support
Support can be reached by email at contact@travia-swiss.ch during business hours. A request is admissible when it describes the expected behaviour, the observed behaviour, the steps to reproduce, the time and the scope concerned.
Support covers diagnosing faults, help with use and assistance to the customer’s administrators. It does not cover initial training, business configuration or custom developments, which are separate services.
6. Severities and response times
| Severity | Situation | Response | Workaround target |
|---|---|---|---|
| P1 — Critical | Service unreachable or essential function blocked for all users | 2 business hours | 1 business day |
| P2 — Major | Important function degraded, with no satisfactory workaround | 4 business hours | 3 business days |
| P3 — Minor | Inconvenient fault with a workaround available | 1 business day | Next planned update |
| P4 — Question | Request for information, change or configuration | 3 business days | According to the roadmap |
Severity is proposed by the customer and confirmed by NETZERO SWISS AG based on the actual impact. Disagreement is handled through the escalation described below.
Response and workaround targets are maximum handling times for a request, expressed in business hours. They do not describe tolerated unavailability: a service interruption still counts towards the availability rate in section 3, whose monthly budget is 216 minutes, and may give rise to the credit in section 8.
7. Escalation
If a response time is not met, or if progress stalls, the customer may request an escalation in writing. A person in charge is then designated within four (4) business hours and provides a daily status update until resolution or until a workaround is in place.
8. Service credits
If monthly availability falls below the commitment, the customer may request a credit in writing within thirty (30) days after the month concerned.
| Measured availability | Credit on the month’s fee |
|---|---|
| From 99.0% to less than 99.5% | 5% |
| From 97.0% to less than 99.0% | 10% |
| Less than 97.0% | 20% |
The credit is applied to the next invoice. It is the sole compensation due for a breach of the availability commitment, to the exclusion of any other damages, except in cases of gross negligence or wilful misconduct.
If availability is below 97% for three (3) consecutive months, the customer may terminate the subscription in writing, with immediate effect and without penalty, pro rata for the unused period.
9. Exclusions
The following periods do not count as unavailability when they result from:
- planned maintenance announced under the agreed conditions;
- force majeure within the meaning of the terms and conditions of sale;
- a failure of the customer’s network, internet provider, device or browser, or of a connected third-party system;
- a legitimate suspension for non-payment or serious breach;
- non-compliant use, incorrect configuration by the customer or a volume clearly outside the subscribed scope;
- an express request from the customer to interrupt the service.
10. Continuity and recovery
Encrypted backups, data loss and recovery objectives and restore tests are described on the Data security page.
The recovery objective after a major incident requiring a full restore is distinct from the monthly availability commitment: it describes the maximum recovery time in that scenario, not tolerated unavailability. Such an event counts towards the month’s availability rate and may give rise to the credit in section 8.
11. Revision
These service levels may be revised for the future with sixty (60) days’ notice. A revision that would significantly lower the commitments gives the customer a right to terminate on the effective date, exercisable within thirty (30) days of the notification.
This page is a translation. In case of discrepancy between language versions, the French version prevails.