Service Level Agreement
Artera’s philosophy and vision are a guarantee for our customers, both in terms of product quality and continuity of service.
DHH Switzerland SA undertakes to maintain a constant quality level of performance in compliance with the characteristics of the service declared and published on our website www.artera.net for the entire duration of the contract and until the set deadline. This with the exception, when necessary or due to contingent circumstances, of making hardware and software updates without prior notice.
Artera applies these strict quality controls in accordance with our corporate philosophy in terms of ethics and professional integrity. This vision results in the responsible choice to implement diligent behaviour and maximum operational transparency in the provision of the services to protect our customers.
Due to the intrinsic nature of the internet, which does not guarantee the absolute reachability of a site or the timely delivery of an email, DHH Switzerland SA declines any responsibility for delays and/or interruptions of the service, not attributable to us, towards the Customer or third parties.
In case of certified and/or declared admission of responsibility by DHH Switzerland SA regarding the interruption of the service, once the actual time of technical downtime has been quantified, by way of all-inclusive compensation the Customer will be immediately credited with a service time credit equal to 24 times the duration of the operational block.
Requests must reach DHH Switzerland SA no later than 5 days after the disruption; after this deadline, they will automatically expire. The total value of the reimbursement, in any case, cannot be higher than the total cost of the services incurred in the current year.