PriServices – Overarching Service Level Agreement (SLA)

1. Introduction

  1. This document (hereinafter: "SLA") describes the service agreements that PriServices B.V. (hereafter "PriServices" or "we") uses for all its services, including PriPost, PriParcel, PriOffice and PriTelecom. This SLA is in addition to the (Service-specific) General Terms and Conditions.
  2. In the event of a conflict regarding service levels, this SLA prevails; for other subjects (such as liability, termination, etc.) the General Terms and Conditions apply. Nothing in this SLA affects any legal obligations or rights.
  3. This SLA applies as soon as Customer enters into a master agreement with PriServices for (one of) our services.

2. Definitions

Customer: The natural or legal person who has entered into an agreement with PriServices for the purchase of one or more services.

Service(s): PriServices' services, including but not limited to:

Incident: An interruption or decrease in the quality of the Service, as a result of which it is not or only to a limited extent usable by the Client.

Service hours: The period during business days during which PriServices provides regular support.

3. Availability and Uptime

3.1 Uptime guarantee 99.8%

PriServices aims for an availability of 99.8% for all core systems and the PriPortal, measured per calendar month, excluding planned maintenance.

PriServices will, as far as possible, schedule planned maintenance outside peak hours and inform the Client in advance (see article 6.3). Any emergency maintenance (e.g. in the event of security breaches) may take place without prior notice. PriServices will then inform the Client as soon as possible afterwards.

3.2 Exceptions

The uptime guarantee referred to in 3.1 does not apply in situations of force majeure (as defined in our terms and conditions), in the event of technical problems on the part of the Customer (hardware/software), or in the event of unauthorised use by the Customer.

4. Support Channels and Service Hours

4.1 Chat and tickets (PriPortal)

Available on weekdays from 09:00–17:30. Reports outside these hours will be dealt with the next working day. PriServices aims to respond to newly received tickets within 4 working hours.

4.2 Telephone Customer Service

Generally available on weekdays from 09:00–13:00 for general questions about all services. PriTelecom: There is no separate (faster or 24/7) response time for malfunctions, unless otherwise agreed via a special emergency number (see article 4.3).

4.3 Emergency Number (Optional)

Large customers can purchase an extra "Emergency Number" for 24-hour service. The conditions (response/recovery times, rates) are agreed separately and are not a standard part of this SLA.

5. Service-specific characteristics

5.1 PriParcel

Receiving packages: The PriParcel location can accept packages on weekdays from 09:00–18:00.
Processing: PriParcel aims to process/forward the incoming packages within the same or the next working day, unless otherwise stipulated in the PriParcel terms and conditions.

5.2 PriPost

Lead time: PriPost aims to process mail items within 1 working day after they have been delivered to the processing location. PriPost depends on third parties (e.g. PostNL) for timely delivery. Delays at PostNL can affect processing time. Incomplete addressed mail (e.g. missing box number) can also cause additional delays.

5.3 PriOffice

Access Locations: Reservations for office or workspaces can be made via email or phone, during general service hours (09:00–13:00 for telephony, 09:00–17:30 via chat/tickets).

5.4 PriTelecom

No special response time outside of the service hours listed here. Customers who require extra service (24/7) can purchase an emergency number contract (see 4.3).

6. Incident handling

6.1 Reporting of Incident

The Customer can report an Incident via the PriPortal (ticket), chat, or by telephone (within the stated opening hours). PriServices will register the Incident and assign it priority.

6.2 Classification

- High: Service completely unusable. PriServices will respond as soon as possible.
- Middle: Service is functional, but with major limitations.
- Low: Minor disruptions or queries with no critical impact.

6.3 Maintenance

PriServices will, if reasonably possible, communicate planned maintenance in advance via the PriPortal or by email, at least 7 days in advance. Emergency maintenance can take place without notice, but PriServices will inform the Client afterwards.

7. Reporting and KPIs

7.1 Standard

PriServices does not usually provide periodic reports on response times and uptime, unless the Client requests this and there is a separate agreement for this. Customers can contact customer service for evaluation in the event of serious incidents or repeated failures.

7.2 Additional KPIs

Any additional KPIs or reports (e.g. monthly uptime statistics) can be agreed in writing, especially with larger corporate customers.

8. Compensation and liability

8.1 No Automatic Compensation

There is no right to (financial) compensation if the target times or service levels specified in this SLA are not met, unless otherwise stipulated in a separate written agreement (e.g. in an emergency number contract).

8.2 Liability

PriServices' terms and conditions define the limits and exclusions of liability. This SLA does not change them.

9. Force majeure

Force majeure situations in accordance with our terms and conditions (e.g. power outages, (D)DoS attacks, natural disasters, etc.) are excluded from the service agreements mentioned in this SLA. In such situations, PriServices cannot be held to the promised uptime or response times.

10. Changes and period of validity

10.1 Modifications

PriServices may modify this SLA, subject to 30 days' prior notice to Customer. In the event of a substantial deterioration of the service levels, the Customer has the right to terminate the agreement in accordance with the general terms and conditions.

10.2 Duration

This SLA comes into effect at the start of the main agreement and applies as long as the Client uses (one or more) PriServices services.

11. Final provisions

  1. This SLA is an addition to the General Terms and Conditions. In disputes over service levels, this SLA prevails. For other subjects (liability, payments, etc.), the general terms and conditions apply in full.
  2. In the event of any contradictions or differences between the Dutch version of these terms and conditions and the translations into other languages, the Dutch version shall prevail.
    3. Dutch law applies to this SLA. Disputes are submitted to the competent court in The Hague, unless otherwise provided for in the (service-specific) agreement.
  3. By entering into the agreement with PriServices and having accepted this SLA (for example via the PriPortal, e-mail or general terms and conditions), the Customer agrees to the content of this SLA. No separate signature is required.

End of PriServices – Overarching Service Level Agreement (SLA)

Version: 1.0

Date: 18-01-2025