eID Easy OÜ (Service Provider), registry code 14080014, address: Telliskivi 60, Tallinn 10412, Estonia, provides digital e-sealing, signing and identification Services on the following service level to its Customers.
1.1. Service Provider shall provide technical surveillance of the Service and is responsible for the daily operations as well as incident monitoring and handling. Service Provider shall notify the Customer without undue delay when becoming aware of incidents relating to the Service and implement reasonable measures to find and correct the malfunction.
1.2. Service Provider aims an overall minimum of 99,5% uptime of its Service. Historical uptime data can be viewed here: https://status.eideasy.com/.
1.3. Service Provider’s service availability aim does not include incidents or errors of any kind resulting from circumstances related to Service Provider's (i) Customers, or (ii) sub-suppliers. If such incidents affect the Service Provider's Services, Service Provider shall assist in identifying the cause of and rectifying the incident.
1.4. Support services from Service Provider are available for all customers from Monday to Friday 09:00-18:00 CET/CEST (Business Hours) via the following channels:
1.4.1. by e-mail to support@eideasy.com
1.5. Service Providers aims for the following schedule for rectifying incidents:
1.6. Support service is available in English.
1.7. Service Provider reserves the right to perform maintenance, upgrades, service, etc. related to the Service Provider’s Services, and the Customer acknowledges and agrees that this might cause unavailability, interruptions, or changes to the service. Service Provider shall notify the Customer a minimum of 15 days in advance of such maintenance work and by best efforts reduce potential inconvenience.
1.8. Service Provider will ensure that scheduled Service outages:
1.8.1 do not exceed 2 (two) times per calendar month and;
1.8.2. do not exceed 12 (twelve) times per year and;
1.8.3. do not occur between 07:00-23:00 (GMT+2) and;
1.8.4. are limited to a maximum of 3 (three) hours at a time and a maximum of 6 (six) hours per month.
1.9. The Service Provider shall inform Customers of planned and unplanned outages of its sub-suppliers as soon as such information is available to the Service Provider.