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Summary of the "SLA - Service Level Agreement” service provision procedures

• Time taken to address problem: Next Business Day

• Max time taken to solve problem: max 48 hours

• Type of problem for which support is provided: technical and operation/functional nature

• Means of Femar / User communication: electronic via Customer Portal or phone

• Number of phone support sessions included in service: 20 per year

• Max time for each phone support session: 20 minutes

• Problem transmission system: by Trouble Ticket opening or phone

• Max number of Trouble Tickets per month: unlimited

Yearly cost of service

The yearly cost of the service amounts to €. 295.00 + VAT (20%) and the service can only be purchased online from this section of the website www.o2matic-suite.com, or at the same time as “Reference product” contracting.

>> Download the PDF and fax it, stamped and signed, together with online payment.