Service Level Agreement (SLA)

energyConnect

Service Level Agreement (SLA) – energyConnect

Last updated: June 2025

1. Introduction

This Service Level Agreement (SLA) outlines the standards and commitments between energyConnect and its users regarding service quality, platform performance, and mutual responsibilities.

2. Description of Services

energyConnect provides a digital platform for connecting project holders with certified service providers for CECB, CECB+, Minergie certifications, thermal assessments, and related services.

3. Availability & Uptime

  • Uptime Commitment: energyConnect aims to maintain 99% service availability.
  • Maintenance: Scheduled maintenance will be communicated in advance and performed during off-peak hours.

4. Performance Objectives

  • Platform Monitoring: The platform is actively monitored for performance and service disruptions.
  • Incident Response: Alerts and response protocols are in place to manage service interruptions.
  • Payment Disclaimer: energyConnect does not process payments directly. Invoicing and payments are handled externally by service providers and project holders.

5. Support & Contact

  • Support Hours: Monday to Friday, 08:00–17:00 (Swiss time)
  • Contact Email: info@energyconnect.ch
  • Initial Response Time: Within 72 hours of inquiry

Escalation: If no response is received within 3 business days, please escalate to: legal@energyconnect.ch.

6. Data Protection & Security

  • energyConnect applies industry-standard measures to secure all personal and business data.
  • Regular backups are performed to reduce the risk of data loss.
  • Data is stored securely in Switzerland via Infomaniak.

7. User Obligations

  • Users must comply with the Terms of Use and applicable legal regulations.
  • Each user is responsible for maintaining the confidentiality of their credentials and account access.

8. Platform Changes

energyConnect may periodically update or modify features of the platform. Notice will be provided for major functional changes whenever feasible.

9. SLA Review

This SLA is reviewed regularly and may be updated unilaterally by energyConnect. Updates will be posted on the platform with the date of the last revision.

10. SLA Breaches & Remedies

  • Reporting: Users must report issues to info@energyconnect.ch.
  • Remedial Action: In the event of a verified SLA breach, appropriate remedies will be implemented by energyConnect.

11. Limitations

This SLA excludes events outside energyConnect’s reasonable control, including but not limited to:

  • User error
  • Issues caused by third-party tools or hosting infrastructure
  • Force majeure events such as outages, cyberattacks, or natural disasters

12. Termination

Either party may terminate service in accordance with the conditions set in the platform’s Terms of Use.

13. Jurisdiction

This SLA is governed by Swiss law and any disputes are subject to the exclusive jurisdiction of the competent courts in Switzerland.

14. Contact Information