Service Level Agreement (SLA)

This document describes proposed terms and conditions for the use of Quantum Software AS's cloud services. If anything in this document conflicts with an agreement made between the parties, that agreement will take precedence over these Standard Terms.

This version has the tracking number 2025-1223_SLA_1.1.0

1. Purpose and scope

The document governs Customer's access and use of Quantum Software AS's cloud services, including operations/SLA, security, privacy, change processes, data center location, data export/deletion, suspension and termination, auditing, and force majeure.

2. Definitions

  • Cloud service: Quantum 360 delivered from Microsoft Azure (primarily region Azure Norway East) within the EU/EEA.
  • Customer Data: Data that Customer or Customer's users store or process in the Cloud service.
  • SLA: Availability and service level as described below.
  • Material change: Change that affects price, functionality, security, data handling or the Customer's rights to a not insignificant extent.
  • Adverse Effect: Reduced functionality, performance, security or compatibility for Customer's use.
  • Breaking change: Change that requires code/integration changes at the Customer or makes existing integrations incompatible.

3. Primacy and choice of law

A special agreement between the parties takes precedence in the event of a conflict. Norwegian law and Oslo District Court apply as choice of law and legal venue.

4. License and Access

The Customer is granted a non-exclusive, non-transferable right to use the Cloud Service during the Agreement Period. No intellectual property rights are transferred. The customer owns their data.

5. Operation and SLA

Availability: 99.9% per calendar month. Planned maintenance is notified at least 48 hours in advance.

Standardized price reduction in case of SLA violation:

  • Uptime < 99.90% but > 99.00% → 10% credit of the monthly fee.
  • Uptime < 99.00% but > 90.00% → 25% credit.
  • Uptime < 90.00% → 100% credit.

Support: Portal inquiries are answered within 24 hours (working days). Critical incidents are handled via the on-call telephone 07:00–19:00 every day.

6. Security and privacy

ISO 27001 principles, NSM Basic principles, encryption (TLS 1.2+), SSO login, backup and emergency preparedness.

GDPR compliance, data is stored in the EU/EEA. We only create "non-sensitive" personal data that our customer shares with us; Name, email, avatar and phone. Traceability: The system logs every do what and when. Each user can at any time retrieve what has been logged.

Quantum Software is a data processor, see separate terms related to data processing. Customer and personal data are processed in the EU/EEA. Liability according to GDPR art. 82 applies without any other limitations of liability.

7. Confidentiality

The parties shall maintain the confidentiality of all non-public information. Also applies after the termination of the agreement.

8. Acceptable Use

The Service should not be used for illegal purposes, spamming, malicious code, or attempts at unauthorized access.

9. Client's involvement

The customer must ensure correct access, configurations and comply with documentation.

10. Prices and payment

Prices are stated on our website www.quantum360.no/prices. Invoicing monthly, payment deadline 30 days. Price adjustment annually.

11. Term and termination

The agreement is effective from the date of booking in an auto-renewing calendar month. Cancellation via online form effective from the next renewal date (immediate effect).

12. Warranties and Representations

The service is provided as-is, with SLA as the sole remedy for availability violations.

13. Limitation of Liability

Total liability is limited to 12 months' remuneration per year, with the exception of liability pursuant to GDPR art. 82 and for intent or gross negligence.

14. Force majeure

The parties are exempt from liability in the event of extraordinary events beyond their control, such as war, natural disasters, strikes, etc.

As long as the Supplier's delivery obligation is suspended due to force majeure, the Customer's payment obligation is suspended corresponding to pro rata.

15. Environmental requirements

Quantum Software AS follows ISO 14001 principles: environmentally friendly transport, reduced transport, energy efficiency and waste sorting.

16. Governing Law and Venue

The agreement is governed by Norwegian law. Disputes are settled by Oslo District Court unless arbitration is agreed.

17. Amendments

Changes to Standard Terms and Conditions: Will be binding on the Customer from the next billing period after publication.

Changes in API: Breaking changes in API or technical setup are given a minimum of 90 days advance and parallel version in a reasonable deprecation period.

18. Third-Party Deliveries

The cloud service is hosted on Microsoft Azure. No separate license terms apply directly to Customer beyond this Agreement; The relationship with Azure is handled by Quantum Software AS. If specific third-party products are claimed for the Customer, these must be explicitly identified and associated terms attached.

19. Audit

The Provider annually makes available third-party audit certificates (e.g. ISO 27001, SoA and/or SOC 2 Type II) under a declaration of confidentiality. On request, the Customer can carry out supplier audits within reasonable limits.