In addition to the provisions of the General Terms, the following provisions in Articles 1 through 4 apply to rendering services and support related to Platform.
Article 1 Definitions
Special Service Hours - Any hours of the day outside regular Service Hours.
Planned maintenance: Possible from 18:00 until 6:00, and (no more than four (4) times a month) from 6:00 until 18:00.
Service Contact - Any contact by the Contract Owner with the Service Desk during Service Hours to report an Outage or submit a question or request, made in accordance with these terms and conditions.
Service Contact categories - Service Contact Category 10, 15, 20, 30, and/or 40.
Service Contact Category 10 - The platform is no longer available or only partially available to the Subscriber due to an Outage on the Rulebooks side.
Service Contact Category 15 - An Outage that constitutes a serious application error and jeopardizes the progress of an essential processing period for all Companies of the Subscriber. The Subscriber can still work with Platform to a large extent without great inconvenience, though some modification or a programming workaround may be required.
Service Contact Category 20 - An Outage that constitutes a serious application error and jeopardizes the progress of an essential processing period for one or a few (but not all) Companies of the Subscriber. The Subscriber can still work with Platform to a large extent without great inconvenience, though some modification or a programming workaround may be required.
Service Contact Category 30 - A minor outage in Platform with limited impact on the Subscriber, which does not require an immediate response from Rulebooks.
Service Contact Category 40 - Any questions or requests for information about the use or
implementation of the Platform. Rulebooks may charge the Subscriber for handling Service Contacts of this category. In such cases, Rulebooks shall promptly inform the Subscriber before processing the Service Contact.
Necessary additional maintenance - Maintenance performed during the Platform Service Window, which cannot be postponed (for example, due to security threats).
Support - The provision of general assistance related to Platform during Service Hours (as well as during Special Service Hours in the case of Category 10 Service Contacts) by the Rulebooks service desk (hereinafter: Service Desk) by telephone or via the online help desk, including explaining standard user documentation, help with using Platform correctly and verification and analysis by the Subscriber of the accuracy of data that has been entered or processed. This support explicitly includes, among other topics, the explanation of the Subscriber’s usual or preferred method of bookkeeping or internal bookkeeping rules, the complete explanation of how functionalities work if no training has been conducted, the provision of implementation services at the start of using Platform, the provision of project management or the creation of process definitions about setting up the Subscriber’s implementation.
Response Time - The time between the reading out of a Service Contact and the point at which Rulebooks begins offering Support as confirmed in an oral or written notification to the Subscriber.
Service Hours - Rulebooks ’s regular office hours (8:30–17:00 CET), Monday through Friday, except public holidays in the Netherlands. Other opening hours apply to offices outside the Netherlands.
Platform Service Window - Daily from 6:00 until midnight.
Outage - A reproducible problem that results in the services related to Platform being fully or partially unavailable to the Subscriber.
Article 2 Applicability
Service Level Agreements (hereinafter: SLAs) apply to the Agreement for Platform Subscriptions and the accompanying General Terms. The General Terms may be consulted by the Subscriber and downloaded from the website www.rulebooks.ai (in these Terms and Conditions: the Website).
Rulebooks is entitled to modify the applicable SLA during the Agreement period. In such an event, Rulebooks shall inform the Subscriber at least three (3) months before such changes take effect.
Article 3 Availability
Rulebooks shall ensure that Platform is available for use during 99.6% of Service Hours on average per month. Availability is defined as the ability to log into the site/portal of Nmbrs.nl (measured on the Rulebooks server), on the agreed Platform Module(s), and the displaying of the homepage of the Platform Module(s). Actual availability is calculated as follows: Uptime is the time Platform is available. Downtime is the time that the Platform is unavailable. Planned maintenance, necessary additional maintenance as well as circumstances outside the control of Rulebooks do not count as Downtime and are not calculated into the Uptime percentage. Actual availability is Uptime / (Uptime + Downtime).
Rulebooks shall endeavor to inform the Subscriber of Planned Maintenance using a notification on the Website and/or via e-mail, at least two (2) days before such maintenance takes place.
Notwithstanding the provisions of Article 3, Rulebooks is not responsible or liable for (the consequences of) Outages arising from/associated with:
- the uses of Platform in violation of the applicable terms and conditions or contrary to the instructions in the corresponding user documentation, or any other improper use/misuse of Platform, including any errors in data entry or in the data itself;
- changes or errors, defects or deficiencies in equipment or software other than the Infrastructure, including misconfiguration of equipment and infrastructure of the Subscriber, or failure in the telecommunications infrastructure of the Subscriber or of third parties, or third-party power infrastructure (outside the Infrastructure), lasting longer than four (4) hours;
- unavailability of the Platform (during working hours) at the request of the Subscriber;
- situations in which Rulebooks, in identifying or isolating the problem or outage, requires assistance from the Subscriber that the Subscriber cannot provide;
- other causes which are not attributable to Rulebooks
Scheduled Maintenance is updated every week. Certain functions are unavailable during this weekly update. Rulebooks shall endeavor to ensure that this unavailability lasts up to one (1) hour.
Rulebooks shall endeavor to maintain the speed of data traffic to and from Platform at a level that the Subscriber can acceptably use during Service Hours; this is measured objectively as follows: manually retrieving or saving a document with two lines in an Environment of average size, using a computer of average age and maintenance and an internet connection of average speed, takes one and a half (1.5) seconds in two out of three cases, and no longer than two (2) seconds in the third case. The Subscriber must report this to Rulebooks and furnish proof if this is false.
Article 4 Response Times
The following Response Times shall be upheld: Category 10: two (2) hours during Special Service Hours; Category 15: five (5) hours during Special Service Hours; Category 20: five (5) hours during Service Hours; Category 30: eight (8) hours during Service Hours; and Category 40: two (2) working days during Service Hours.
Support is provided from a Rulebooks location. If the Subscriber wishes to receive on-site assistance, a separate appointment can be made by mutual agreement at the fee that currently applies to the Subscriber.
The Subscriber shall designate at least one (1) Contract Owner. At the start of the Subscription, the Parties shall convene to discuss which of the Subscriber’s employees is qualified to be the Contract Owner. Having multiple Contract Owners is only possible with written consent from Rulebooks.
Rulebooks shall determine the Service Contact Category based on the Subscriber's information and its findings.
Article 5 Submitting a Service Request
Service Requests in Categories 15, 20, 30 and 40 are reported by telephone and/or email to the Service Desk.
A Category-10 Service Request must be submitted by phone and email, as shown on the website of Rulebooks. Rulebooks is automatically informed whenever a Category-10 Service Request is submitted.
Service Requests can be submitted 24 hours a day. A Service Request must contain the following information at least:
a) The Subscriber’s identification number;
b) The name of the Contract Owner submitting the Service Request;
c) A detailed description of the Outage.
During Service Hours, the Subscriber will receive an hourly update on any Category-10 Service Request status.
Before consulting the Service Desk, the Subscriber must consult the Frequently Asked Questions (FAQs). This feature is available from the desktop on the website of Rulebooks.
Rulebooks is not liable for any incorrect, incomplete, delayed sending and/or receipt of a Service Request submitted or created by the Subscriber, regardless of whether this was caused by loss of functionality of telecommunications services and equipment belonging to the Subscriber or any third party.
Article 6 Reporting
The Subscriber can monitor how Rulebooks handles the Service Requests through the support function of Platform via the Website, 24/7 and in real-time. This procedure applies to Service Requests in Categories 15, 20, 30, and 40.
Article 7 (Physical) security, data backup
For detailed descriptions of the technical and organizational measures currently put in place to ensure the Availability, Integrity, and Confidentiality of the data and services, refer to the most recent applicable ‘assurance report’ and/or the Platform Security white paper (or similar information source published by Rulebooks ).
Article 8 Contact
In case of any questions and/or comments about the Terms and Conditions for Use, contact Rulebooks via: firstname.lastname@example.org.