Service Level Agreement
Data centers / Cloud
Laixo operates its solutions exclusively in the cloud or uses existing “as a service” offerings.
Microsoft Azure
Unless explicitly stated otherwise, all services for Laixo customers are provided from the Microsoft Azure Cloud.
- All data and services are located in the Azure Switzerland North data center.
- Where necessary, Laixo stores data and operates services in redundant environments on Azure (two independent data centers in northern Switzerland).
- All services are accessible exclusively via encrypted connections (SSL/TLS). All access points are secured with a state-of-the-art web application firewall. Virtual desktops are accessed via a dynamically established point-to-point VPN connection.
- Certified data center according to ISO 27000 ff.
- Compliance with legally mandated data protection regulations
- Further information
Esri ArcGIS Online
We provide certain GIS solutions via ArcGIS Online. The basis for this decision is the requirement for a highly available solution for business-critical applications. Specifically, this includes the Wastewater Operations solution for sewer cleaning companies and other select clients.
(The use of ArcGIS Online can be identified by the fact that the Field Maps application is used AND the URL https://laixoversum.maps.arcgis.com is used).
- All data is stored in Amazon Europe data centers.
- Laixo also stores all data redundantly in its cloud environment on Microsoft Azure.
- ArcGIS Online stores no personal data other than the username and user ID ([customer]>@laixoversum.ch).
- All services are accessible exclusively via encrypted connections (SSL/TLS).
- Certified data centers according to ISO 27000 ff
- Esri Inc., as the operator, complies with EU data protection regulations.
- Further information
Availability
Laixo’s operating environment (“Laixoversum”) is generally available at all times (24 hours a day, 365 days a year). Laixo guarantees a minimum availability of 97% per quarter for the systems it operates. This means that, including any foreseeable maintenance interruptions, the applications will be unavailable for a maximum of 66 hours per quarter.
Laixo schedules foreseeable maintenance outages outside of operating hours. If these occur during regular or extended operating hours, the customer will always be informed in a timely manner. Outside of these hours, Laixo may also perform urgent maintenance work without prior notice.
For services obtained from ArcGIS Online (Esri Cloud), the Esri Service Level Agreement applies.
Fault reporting and troubleshooting
The Service Level Agreement (SLA) regulates the availability of the operating environment provided to customers, as well as the availability and response times in the event of any disruptions.
During operating hours, Laixo receives fault reports and provides its services (e.g. maintenance and care, support, system monitoring).
Fault reports should be sent via email to support@laixo.ch. In exceptional cases, Laixo’s main number can be called. Fault reports are categorized upon receipt and processed according to the table below.
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Category A Disorder A service disruption lasting longer than 15 minutes, not caused by the customer, for which no alternative solution is available. This results in the customer being unable to perform their tasks with the system. |
Category B disorder A disruption to operations not caused by the customer, which only slightly affects the customer. The customer can essentially continue its business operations. |
|
|---|---|---|
| Operating hours | Monday to Friday from 7:00 am to 5:00 pm (excluding public and local holidays at the place of performance) | |
| Extended operating hours | Monday to Friday 5:00 - 7:00 and 17:00 to 20:00 | |
|
Reaction time (From receipt of fault report until start of repair) |
4 hours during operating hours | 8 hours during operating hours |
|
Troubleshooting time From fault report receipt to completion of repair |
8 hours during operating hours | 16 hours during operating hours |
The client agrees to be available for questions and testing at all times during the troubleshooting period and to provide timely feedback. Otherwise, the troubleshooting period will be extended by the resulting waiting time.
At the client’s request, Laixo will also provide its services outside of normal business hours for a separate fee.
If the service provider demonstrates that the disruption was not caused by the software it maintains or supports, or that the problem was directly caused by the client, these services will be billed separately.
As of October 24, 2023
