TERMS AND CONDITIONS OF USE OF HAGLOF SWEDEN WEBSITES

1 Acceptance The Use Of Haglöf Sweden AB websites Terms and Conditions

Your access to and use of Haglöf Sweden AB websites is subject exclusively to these Terms and Conditions. You will not use the Website for any purpose that is unlawful or prohibited by these Terms and Conditions. By using the Website you are fully accepting the terms, conditions and disclaimers contained in this notice. If you do not accept these Terms and Conditions you must immediately stop using the Website.

2 Advice

The contents of Haglöf Sweden AB website do not constitute advice and should not be relied upon in making or refraining from making, any decision.

3 Change of Use

Haglöf Sweden AB reserves the right to:

3.1 change or remove (temporarily or permanently) the Website or any part of it without notice and you confirm that Haglöf Sweden AB shall not be liable to you for any such change or removal and.

3.2 change these Terms and Conditions at any time, and your continued use of the Website following any changes shall be deemed to be your acceptance of such change.

4 Links to Third Party Websites

Haglöf Sweden AB Website may include links to third party websites that are controlled and maintained by others. Any link to other websites is not an endorsement of such websites and you acknowledge and agree that we are not responsible for the content or availability of any such sites.

5 Copyright

5.1 All copyright, trade marks and all other intellectual property rights in the Website and its content (including without limitation the Website design, text, graphics and all software and source codes connected with the Website) are owned by or licensed to Haglöf Sweden AB or otherwise used by Haglöf Sweden AB as permitted by law.

5.2 In accessing the Website you agree that you will access the content solely for your personal, non-commercial use. None of the content may be downloaded, copied, reproduced, transmitted, stored, sold or distributed without the prior written consent of the copyright holder. This excludes the downloading, copying and/or printing of pages of the Website for personal, non-commercial home use only.

6 Disclaimers and Limitation of Liability

6.1 The Website is provided on an AS IS and AS AVAILABLE basis without any representation or endorsement made and without warranty of any kind whether express or implied, including but not limited to the implied warranties of satisfactory quality, fitness for a particular purpose, non-infringement, compatibility, security and accuracy.

6.2 To the extent permitted by law, Haglöf Sweden AB will not be liable for any indirect or consequential loss or damage whatever (including without limitation loss of business, opportunity, data, profits) arising out of or in connection with the use of the Website.

6.3 Haglöf Sweden AB makes no warranty that the functionality of the Website will be uninterrupted or error free, that defects will be corrected or that the Website or the server that makes it available are free of viruses or anything else which may be harmful or destructive.

6.4 Nothing in these Terms and Conditions shall be construed so as to exclude or limit the liability of Haglöf Sweden AB for death or personal injury as a result of the negligence of Haglöf Sweden AB or that of its employees or agents.

7 Indemnity

You agree to indemnify and hold Haglöf Sweden AB and its employees and agents harmless from and against all liabilities, legal fees, damages, losses, costs and other expenses in relation to any claims or actions brought against Haglöf Sweden AB arising out of any breach by you of these Terms and Conditions or other liabilities arising out of your use of this Website.

8 Severance

If any of these Terms and Conditions should be determined to be invalid, illegal or unenforceable for any reason by any court of competent jurisdiction then such Term or Condition shall be severed and the remaining Terms and Conditions shall survive and remain in full force and effect and continue to be binding and enforceable.

9 Governing Law

These Terms and Conditions shall be governed by and construed in accordance with the law of USA and you hereby submit to the exclusive jurisdiction of the USA courts.

For any further information send a mail to Haglöf Sweden AB, Info@haglofsweden.com

GENERAL TERMS AND CONDITIONS FOR HAGLOF CLOUD SERVICES

1. INTRODUCTION

1.1 These general terms and conditions (the “General Conditions”) regulate your company’s use of the Services (as defined below). By accepting the General Conditions, an agreement is entered into by the company that has been named when you approve the General Conditions (the “Customer”) and Haglöf Sweden Aktiebolag, company registration number 556148-8197, having its registered address at Klockargatan 8, 882 21 Långsele, Sweden (the “Supplier”)

1.2 The Services is provided through the Supplier’s webpage haglof.app with subdomain applications.haglof.app (the “Webpage”). By expressly approving the General Conditions, using the Services or creating a user account with the Supplier, the Customer accepts these General Conditions. If the Customer does not agree to these General Conditions, please do not use the Services provided by us.

1.3 The Services are not intended for consumers but solely for businesses. By approving these General Conditions, you warrant that you are entitled to enter into agreements with binding effect with the Supplier regarding the Services on behalf of the Customer.

2. Definitions

The terms that are listed below shall be given the following meaning:

”Additional Services” shall mean the additional functionality to the Basic Service offered by the Supplier from time to time.

”Agreement” shall mean these General Conditions and the information that is filled in and accepted by you on the Webpage in conjunction with accepting these General Conditions. Specific terms and conditions may apply for Additional Services and such terms and conditions are accepted in conjunction with the ordering of such services and thereby become a part of the Agreement. After the Agreement has been entered into, a copy of the Agreement will be made available to the Customer and it will be uploaded to the Services

“Basic Service” shall mean the cloud service made available to the Customer through the Webpage. The Basic Service enables the processing of data from different instruments that have been produced by the Supplier. A specification of the Basic Service can be found at haglof.app.

“Confidential Information” shall have the meaning in Section 16 below.

“Customer’s Data” shall mean information belonging to the Customer which is entered into and stored in the Supplier’s system by the Customer via the Services.

“Service Level” shall mean the service level, agreed upon by the parties, for the Supplier’s provision of the Services in accordance with the Agreement.

“Services” shall mean the Basic Service and the Additional Services.

“Start Date” shall mean the day when the Customer enters into the Agreement with the Supplier and thereby is granted access to the Services.

”Third Party Product” shall mean software or any other solution to which the rights belongs to a party other than the Supplier and which is stated being a third party product on the page https://haglof.app/haglof-cloud-services/.

3. Scope

3.1 The Services are offered in the form of subscriptions. By entering the Agreement, the Customer commences a subscription for the Basic Service. The Customer may choose to add subscriptions for Additional Services. The subscription for the Basic Service is current and for the respective Additional Services, the subscription term is set out in conjunction with the Customer ordering such Additional Services. The subscription term for Additional Services is renewed automatically unless the relevant subscription or the Agreement as a whole has been terminated before that. The extension is made by such reoccurring additional term as has been set out in conjunction with the Customer ordering the Additional Service in question. The Customer may terminate a subscription for Additional Services by informing the Supplier of such termination at least ten (10) days prior to the subscription being renewed. The termination notice shall be given through the use of the contact form on the Webpage. The termination of the Basic Service entails a termination of the Agreement and is therefore regulated in Section 19. If payment is not made in accordance with this Agreement when a subscription for an Additional Service is renewed, this is considered a termination of the subscription for such Additional Service.

3.2 The Services include the number of users the parties agree upon. The Customer has the right to extend the number of users if, and to the extent, the parties have explicitly agreed that there shall be such possibility.

4. SUPPLIER OBLIGATION

4.1 The Supplier undertakes to provide the Services in accordance with the specification. The Services are provided and produced on the Supplier’s premises, via the Supplier’s system. Observing Section 12, Supplier may, unless otherwise agreed in the Agreement, provide the Services or part of the Services from another country. The Services includes on-site work at the Customer’s premises or similar only after a specific agreement between the parties.

4.2 The Supplier shall, at its own expense, update and upgrade the software included in the Basic Service to the extent the Supplier deems necessary for the performance of the Services.

The Supplier shall provide back-up of Customer’s Data once daily. The back-up shall be saved for thirty (30) days. In the event that the Supplier is in breach of a specific back-up undertaking, Section 14 shall apply.

4.3 The Supplier shall be entitled to engage subcontractors for the performance of the Supplier’s undertakings in accordance with the Agreement. The Supplier is liable for the performance of the contractual obligations performed by the subcontractor as if they were performed by the Supplier.

4.4 To the extent that Third Party Products are included in the Services, the terms of the relevant third-party supplier for licenses and use, defects, liability and intellectual rights shall apply instead of what is stated in this Agreement. With respect to liability for faults and infringement of intellectual property rights, the Supplier’s liability is limited to reporting the fault to the third-party supplier and installation of any remedy provided by the third-party supplier, provided, however that the Services hereby are not adversely affected. The Supplier is also entitled to make changes and amendments in accordance with Section 7. The Supplier’s liability for Third Party Products shall be limited to what is stated in this Section 5.

4.5 The Supplier shall furthermore provide support services in accordance with Schedule 2.

5. Customer’s obligations

5.1 The Customer undertakes to:

1. ensure access to such software and equipment according to Supplier’s instructions in writing;
2. at all times have access to proper communication services as instructed in writing by the Supplier;
3. take any measures which are the obligations of the Customer according to the Agreement;
4. make sure that the data entered into the Supplier’s system is in the agreed upon format and virus-free, and not in any other way capable of damaging or negatively affecting the Supplier’s system or the Services;
5. immediately hand over any information or documentation regarding the Services which the Supplier requires;
6. follow the Suppliers instructions as provided from time to time for the use of the Services;
7. and reasonably assist the Supplier and in any other respects take any necessary actions that are reasonably required in order for the Supplier to fulfill its obligations under the Agreement.

5.2 The login information the Customer uses to access the Services and instructions provided to the Customer by the Supplier shall be kept in a secure manner by the Customer in accordance with Section 16 The Customer is responsible for that login information and instructions are only distributed to duly authorized users. The Customer undertakes to immediately notify the Supplier if an employment ceases for a person holding login information or instructions or if anyone else has or is suspected to have unauthorized access to login information or instructions. The Customer is responsible for its user’s use of the Services.

5.3 The Customer is aware that the Services are only to be used for legal purposes and the Customer undertakes to indemnify the Supplier against all claims from any third party towards the Supplier on account of the Customer’s use of the Services in violation of this provision, including but not limited to claims regarding infringement of third parties’ intellectual property.

6. Start of the Services

The Supplier shall provide the Customer with the Services from the Start Date, which is done through the Customer being enabled to create an account and by being provided with any additional instructions as may be required. The Start Date occurs when the Supplier has enabled the Customer to log-in to the Services and has provided any potential additional instructions for accessing the Services without any special approval from the Customer. If Additional Services have been ordered together with the Basic Service, the Additional Services will be provided as of the Start Date. If the Additional Services have been ordered separately, they shall be provided at such time as has been mutually agreed between the parties.

7. Changes and additions

The Supplier is entitled to make changes and amendments to the Basic Service, the Additional Services and how the Services are provided. If the change or amendment adversely affects the Customer, the Supplier shall notify the Customer of the change or amendment no later than three (3) mouths before the change or amendment becomes effective. The Customer is entitled to terminate the Agreement if the change implies a material inconvenience for the Customer. Such termination shall be given with thirty (30) days’ notice and the termination shall be effective as of the day stated in the termination notice, such day being the implementation date of the change at the earliest and three (3) months after such date at the latest.

8. Price and payment

8.1 The Customer shall pay the price set out in the Supplier’s from time to time applicable price list for the provision of the Services.

8.2 The terms of payment are specified in the Agreement and may vary depending on the specific service provided. Unless otherwise agreed in the Agreement, invoices shall be paid within 30 days from the date of invoice. In the event of late payment, The Customer shall pay interest according to applicable laws. The fees in the Agreement are stated excluding value added tax, taxes and other fees.

8.3 If the Customer is in delay with the payment of the fees indicated above, the Supplier is entitled to withhold its performance under the Agreement until full payment is made. Furthermore, Section 19

8.4 If, during the term of the Agreement, there are any changes in laws, decisions of authorities, decisions on new or changed taxes or public fees or if the practice of the courts in any respect affects the provision of the Services, the Supplier is entitled to raise the fee for the Services in order to cover the Supplier’s increased costs.

8.5 If the Supplier is incurred with additional work or additional costs due to circumstances that the Customer is liable for, the Supplier is entitled to remuneration of such costs in accordance with the Supplier’s from time to time applicable price list.

8.6 The Supplier is entitled to adjust the prices for Additional Services when the subscription the Additional Service in question is renewed. The Supplier shall notify the Customer of the price adjustment at least thirty (30) days prior to the price adjustment entering into force. Termination of subcriptions are regulated in Section 3.1.

8.7 To process payments hereunder, the Supplier uses third party payment services. The terms and conditions for such payment services can be found on the following links:

• Braintree https://www.braintreepayments.com/legal/braintree-privacy-policy; and
• PayPal https://www.paypal.com/webapps/mpp/ua/privacy-full;

And such terms and conditions are approved by approving these General Conditions.

9. Support and maintenance

9.1 The Customer is aware and accepts that the Services will be unavailable from time to time due to planned or unplanned shutdowns for necessary service and maintenance of the Services and/or the Supplier’s system.

9.2 Unless otherwise agreed, the Supplier undertakes to notify the Customer within reasonable time before a planned shutdown of the Services and the Supplier’s system takes place.

9.3 The Supplier shall make reasonable efforts in order to minimize the time for shutdowns of the Services and/or the Supplier’s system as well as any disturbance this might cause in the Customer’s business.

9.4 Support of the Services will be provided in accordance with Schedule 2.

10. Liability for faults and delay

10.1 The Services shall be provided in accordance with the Service Level stated in Schedule 1.

10.2 If there is a defect in the Services that the Supplier is liable for and which Service is not subject to the Service Level, the Supplier undertakes to, as soon as the circumstances so require, considering the nature of the defect and any other circumstances, at its own expense rectify the defect.

10.3 The Supplier’s obligations in accordance with Section 10 are only applicable if the Customer has met all the undertakings stated in Section 5 Further, the Supplier is not liable for deficient fulfillment of agreed requirements if the deficiency is directly or indirectly caused by:

1. the Customer or circumstances for which the Customer is responsible;
2. circumstances the Supplier is not responsible for, e.g. interruption of communications services or other products or services from third parties the Supplier has not expressly taken responsibility for;
3. planned shutdowns of the Services due to maintenance and support of the Services and/or the Supplier’s system;
4. circumstances which the Supplier has not reasonably been able to avoid, including, but not limited to, force majeure events in accordance with Section 17 below, viruses and other external attacks;
5. interruption or change in the Service undertaken by Supplier due to a risk that the provision of the Service is causing damage which is more than minor for the Customer, another customer to the Service or the Supplier;
6. virus or other attack on the security provided that the Supplier has taken agreed security measures, or if no such measures have been agreed, taken professional security measures; or
7. the Customer’s access to the Services has been limited in accordance with the Agreement.

10.4 The Supplier’s responsibility in accordance with Section 10 is furthermore applicable only if:

the Customer notifies the Supplier of the defect in the Services within thirty (30) days after the Customer became aware of or should have become aware of the defect; and

the Customer provides the Supplier with the data necessary for the Supplier to analyze and reproduce the defect.

10.5 This Section 10 constitutes the Supplier’s only obligations due to defects and delays in the Services.

11. Intellectual Property Rights

 

11.1 The Supplier and/or the Supplier’s licensor holds all rights, including all intellectual property rights, to the Services and therein included software, including but not limited to patents, copyrights, design rights and trade- marks. Nothing in this Agreement shall be interpreted as a transfer of such rights, or part thereof, to the Customer.

11.2 The Supplier agrees to indemnify the Customer from any claims by a third party based on the Customer’s use of the Services, or part thereof, in Sweden and in other countries agreed upon by the parties in writing, infringing any such third party’s intellectual property rights. The Supplier’s obligations in accordance with Section 11 are subject to the Customer having used the Services in accordance with all conditions set forth in the Agreement.

11.3 The Supplier’s obligation to indemnify under Section 11 only applies provided that the Customer:

1. without undue delay notifies the Supplier in writing of the claims brought against the Customer;
2. allows the Supplier to control the defense and solely to decide in all related settlement negotiations; and
3. acts in accordance with the Supplier’s instructions and cooperates with and assists the Supplier to the extent reasonably requested by the Supplier.

11.4 Subject to the conditions under Sections 2-11.3, the Supplier shall indemnify the Customer for such damages, liabilities, costs or expenses awarded in a final judgment or settlement which has been approved in writing by the Supplier.

11.5 If it is finally determined that there is an infringement of a third party’s intellectual property rights, the Supplier shall at its own discretion:

1. procure for the Customer the right to continued use of the Services;
2. modify the Services so that they do not infringe;
3. replace the Services, or part thereof, with an equivalent service which does not infringe; or
4. cancel the Services and repay the fees that Customer has paid for the Services without interest with deduction of any reasonable benefit the Customer might have had from the Services.

11.6 Section 11 constitutes the entire obligation of the Supplier towards the Customer with respect to any infringement in a third party’s intellectual property rights.

12. Personal Data

12.1 To the extent the Supplier processes personal data on behalf of the Customer, the terms and conditions of the Data Processing Agreement entered into between the parties shall apply.

12.2 The Supplier is entitled to reasonable compensation for the performance of its obligations under such data processing agreement.

13. Customer Data

13.1 The Customer shall have all rights to, and be the owner of, Customer Data and no rights or ownership of Customer Data, or part thereof, shall be transferred to the Supplier under this Agreement. Supplier may during the agreement term use Customer Data for the provision of the Services to the Customer. Supplier may also during the agreement term and thereafter use Customer Data in aggregated form without specific data being distinguishable, for uses in statistics and product development purposes.

13.2 Unless otherwise provided for in the Agreement the Supplier is entitled to remuneration for the work with transferring of data to the Customer during the term of the Agreement in accordance with the Suppliers current price list at the time for the transfer for corresponding services.

14. Liability

14.1 The Supplier is, within the limitations stated below, liable for the damage that the Supplier has inflicted on the Customer by negligence in the performance of the Services. The Supplier has no liability whatsoever for damages inflicted by Third Party Products.

14.2 The Supplier shall in no event be liable to the Customer for the loss of profit, revenue, savings or goodwill, losses due to service outages or loss of data, the Customer’s obligation to compensate a third party or any other indirect or consequential damage of any kind.

14.3 The Supplier’s aggregate and total liability under this Agreement in respect to one or more events or series of events (whether related or unrelated) shall under no circumstances exceed the higher of SEK 200 and fifteen (15) % of the yearly fee for the Services.

14.4 Section 14 shall not apply to the Supplier’s obligations regarding infringement of intellectual property rights in accordance with Section 11, or the Supplier’s gross negligence or willful misconduct.

14.5 The Customer shall, in order to not lose his right, make claims for damages no later than three (3) months after the Customer discovered or should have discovered the basis for the claim, but no later than six (6) months from the damage occurred.

15. Declaration of rights

15.1 The party providing material is responsible for ensuring that the party has obtained the necessary rights for the relevant use from the right holder.

16. Confidential Information

16.1 Each party undertakes not to, without the prior written consent of the other party, disclose to a third party such information regarding the other party’s business that may be regarded as trade secret or professional secret or any other confidential information that is subject to confidentiality according to law (“Confidential Information“). For purposes of clarity, information stated to be confidential, and Supplier’s price information, shall always be considered Confidential Information. A party’s undertaking of confidentiality in accordance with Section 16 shall not apply to Confidential Information which:

1. is already known by the recipient when received;
2. is or has become publicly available or known other than by breach of this confidentiality obligation by the receiving party;
3. the receiving party has received in a permissible way from a third party that is under no obligation of confidentiality in relation to the other party; or
4. the receiving party is obliged to make publicly available due to a court order, a decision by a public authority or as otherwise required by law or applicable stock-exchange rules.

16.2 A party is liable for its employees’ and consultants’ respective compliance with the provisions stipulated herein and shall through confidentiality obligations with these or other appropriate measures ensure that the Agreement’s confidentiality is observed, and a breach of the confidentiality by such representatives shall be considered to be a breach committed by the party whose representative committed the breach.

16.3 A party’s undertaking of confidentiality under the Agreement shall be valid during the term of this Agreement and continue for a period of five (5) years after expiration or termination of the Agreement.

17. Force Majeure

If the fulfilment of the Agreement is completely or partially hindered, or materially impeded, by circumstances beyond a party’s reasonable control or by labour dispute, a party shall be released from non-compliance in undertaking an obligation for the time the hindrance persists, subject to the party who cannot fulfil an obligation without undue delay giving notice to this effect to the other party. The same shall apply to errors or delay in services or delivery from subcontractors due to circumstances within the remit of this section. If the discharge of the Agreement is hindered for more than six (6) months, party may give notice to terminate the Agreement. In case of such termination, the Supplier shall be entitled to compensation as set forth in the Agreement for work performed and substantiated necessary cost.

18. Term of the Agreement

The Agreement enters into force in accordance with what is set out in Section 1.2 and remains in force until terminated by either party.

19. Termination

19.1 In addition to what is provided for by the Agreement, a party has the right to, by giving written notice to the other party, terminate the Agreement with immediate effect or at the date specified by the terminating party if:

1. the other party has committed a material breach of the Agreement and has not fully rectified the same within thirty (30) days after written notice thereof;
2. the other party is declared bankrupt, enters into liquidation, suspends its payments or if it otherwise reasonably can be deemed to be insolvent; or
3. The other party becomes subject to company reconstruction, however with such mandatory limitations provided for in law.

19.2 The Customer may choose to terminate this Agreement at any time by closing its user account for the Services.

19.3 In the event of termination as set out above the Customer shall not be entitled to recover any excess amount of the advance fee paid or any other costs relating to time after the termination of the Agreement.

19.4 The Supplier is also entitled to terminate the Agreement for convenience at any time with three (3) months prior written notice. If the Supplier terminates the Agreement in accordance herewith, the Customer is entitled to repayment of any fees paid by the Customer for the period that cannot be used due to the termination.

20. Winding up

20.1 Supplier shall upon Customer’s request at the termination of the Agreement provide Customer, or such third party as Customer appoints, a copy of Customer Data. After Customers receipt of a copy, Supplier shall destroy or anonymize Customer Data. If the Customer does not request a copy, the Supplier shall destroy or anonymize the Customer Data sixty (60) days after the termination or expiration of the Agreement at the earliest and twelve (12) months after the termination of the Agreement at the latest. For avoidance of doubt shall anonymized data not be considered Customer Data.

20.2 The Supplier shall have the right to compensation for work done in accordance with Section 1 above, based on the Supplier’s price list for corresponding services at the time of the transfer.

21. Notices

21.1 Termination or other notifications shall be made by messenger, registered letter or electronic message to the contact details listed herein or as stated in conjunction with the Customer accepting the General Conditions, or as changed later by written notification to the other party.

21.2 In case of questions regarding the Services, complaints or notices for the Supplier, the Supplier can be contacted by e-mail at info@haglofsweden.com.

21.3 The notification shall be deemed to have reached the recipient:

if delivered by messenger: at the time of delivery;

if sent with registered mail: two (2) days after delivery by post;

if sent as electronic message; upon the receipt when the electronic mail has reached the electronic address of the recipient.

22. Miscellaneous

22.1 In case of any inconsistency between these General Conditions and other documents forming part of the Agreement, such other documents shall take precedence unless otherwise is expressly stated in the Agreement.

22.2 The Supplier shall be entitled to, with one (1) months’ prior written notice, amend the Agreement. If the amendment could have more than a minor negative impact on the Customer and the Customer does not accept such change, the Customer shall be entitled to terminate the Agreement within one (1) month from when the Customer received notice of the amendment, such termination taking effect at the date the amendment otherwise would have entered into effect. In case of such termination, the Customer is entitled to a refund of the fees the Customer has paid for the period that cannot be used due to the termination.

22.3 The Agreement forms the parties’ entire understanding of all the questions in the Agreement. All written or oral representations or warranties prior to the Agreement are replaced by the Agreement.

22.4 The Agreement may not be assigned to a third party without the other party’s prior written approval. The Supplier is however entitled to assign the Agreement to a third party in connection with transfer of the Supplier’s business or a part thereof and to companies within the same group as the Supplier. The Supplier is further entitled to assign its right to a third party.

23. Disputes and governing law

23.1 This Agreement shall be governed by and construed in accordance with Swedish law with exclusion of its conflict of law rules.

23.2 Any dispute arising out of this Agreement shall be settled by the court where the Supplier has its legal domicile.

23.3 The Supplier shall, without prejudice to section 2 above, at its own option be entitled to apply to general court or enforcement service for the recovering of overdue claims for remuneration for which the other party has not raised a written complaint within seven (7) days from the due date for the current claim.

SERVICE LEVEL

1. Overview

This is an Appendix to the User Terms and forms an integrated part of the Agreement. The User Terms shall prevail in the event of a conflict between this Appendix and the User Terms. All definitions shall have the same meaning in this Appendix as in the User Terms, unless stated otherwise. Time zone used is (GMT+01:00) Stockholm.

2. Custmers responsibility

According to the Agreement, the Customer is responsible for using the Supplier’s resources in accordance with good practice. This includes, but is not limited to:

• Notify the Supplier promptly of any deficiencies in the Service that are brought to the Customer’s attention.
• Not exploit the service, like using automatic uploading and downloading functions.
• Not attempt to gain unauthorized access to resources within the Supplier’s Service (“hacking”).
• Manage login credentials and other important information with high security.

3. Downtime notification

• Planned downtimes are notified on https://haglof.app/.
• Unplanned downtime is announced on https://haglof.app/ and subject to the possibility of users via e-mail.

4. Availability

These services are, if not specified in separate agreement, available around the clock, 7 days a week with the following exceptions:

• A weekly service window, night between Saturday and Sunday from 23.00 – 00.00.
• Planned business stoppages, non-holiday Monday to Friday, 07.00 – 21.00 which is notified at least one week in advance.
• Planned downtime after business hours, 21:00 – 08.00 non-holiday Monday to Friday and weekends advertised at least 24 hours in advance. The services are considered available if there are no critical service issues.

5. Service Level

Supplier strives for the best possible level of service.

Measurment value	excellent	Good	Bad
Availability within time of measure see chapter 4. Availability	>99,9%	>99%	<99%
Case management, number of cases to be answered within their response time	Critical >99% High >99% Average >90%	Critical >95% High >95% Average >70%	Critical>95% High>90% Average >70%

These values are measured monthly. An excellent result indicates that no improvements are needed. A good result indicates that improvements can be obtained, and a bad result indicates that improvements must be done for next month.

SUPPORT SERVICES

1. Service Inqury

Service cases related to the Services are divided into five priority degrees.

Priority	Effect	Exemple
Critical	Basic features of the Services are inaccessible or significantly incorrect to all.	User cannot login. Access services.
HIgh	Functions in the Services are unavailable or decisively inaccurate to more than 5% of users Or if function of the services is unavailable or decisively incorrect for all users, but the workaround is explained. Or Functions of the Services are unavailable or decisively inaccurate to all users.	User cannot access certain functions of the service. Importing data function is not available. User cannot generate reports.
Average	Functions of the Services are unavailable or decisively inaccurate to individual users Or Functions in the Services are unavailable or decisively inaccurate to all users, but the workaround is described. Or Functions in the Services are unavailable or decisively inaccurate to more than 5% of users Or Functions in the Services are incorrect, but not crucially incorrect.	The service displays an incorrect report. Error message is displayed, but functions are working properly.
Low	Functions in the Services are unavailable or incorrect for individual users.
Question	Request new functions. Ask how a function works. Request help with data import settings, etc.

 

The supplier handles incoming service requests received at their support center.

• Case handling through Haglof Applications – Support Center at Support

After a case has been prioritized by the supplier, the following applies depending on the priority level. Note that the respond time ambition is just an ambition and not a guarantee. The complexity of the case makes it difficult to predict how long it will take to fix it.

 

Priority	Respond time	Repair time
Critical	Announced on https://haglof.app/ and subject to availability of users via email within 5 hours, non-holiday days Monday to Friday 7-16. Time zone (GMT+01:00) Stockholm.	Remedied within 48 hours. Status update is announced daily on https://haglof.app/ and subject to the availability of all users via email.
High	E-mail to the person who reported the case and is notified on https://haglof.app/ and subject to the possibility of all users via email within 12 hours, non-holiday days Monday to Friday 7-16. Time zone (GMT+01:00) Stockholm.	Fix within 3 business days. The status update is announced daily on https://haglof.app/ and subject to the availability of all users via email.
Average	E-mail to the person who reported the case within 48 hours, non-holiday days Monday to Friday 7-16. Time zone (GMT+01:00) Stockholm.	Fixed within 5 workdays. Email sent to whom reported the case and an e-mail is sent once the case is finished.
Low	E-mail to the person who reported the case within 48 hours, non-holiday days Monday to Friday 7-16. Time zone (GMT+01:00) Stockholm.	Addressed depending on the severity and priority.
Question	E-mail to the person who reported the case within 48 hours, non-holiday days Monday to Friday 7-16. Time zone (GMT+01:00) Stockholm.	Addressed depending on the severity and priority.

 

The supplier may reprioritize a service case as new information is.

Anyone who has previously been informed with and those affected after the re-prioritization will then be informed of this via their handling system or through e-mail.