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Service levels

Last updated: June 4, 2026

Unless otherwise defined herein, all terms beginning with a capital letter that are defined in the ”Agreement” (see definition in section 1 of the Supplier's (i.e. Catacloud Services) user terms) shall have the same meaning here as there, unless the context here requires otherwise.

1. AVAILABILITY

The Supplier shall use its best endeavors to ensure that the Catacloud solution is available.

1.1 OPENING HOURS

The Supplier's opening hours are Monday – Friday from 08:00 to 16:00.

The distributor and/or end customer can report errors via support@catacloud.no or through the Catacloud system's Intercom.

2. SUPPORT AND EVENTS

Each support request and other problems, errors, and incidents detected by the Supplier shall be classified according to the following severity table:

1. AVAILABILITY

The Supplier shall use its best endeavors to ensure that the Catacloud solution is available.

1.1 OPENING HOURS

The Supplier's opening hours are Monday – Friday from 08:00 to 16:00.

The distributor and/or end customer can report errors via support@catacloud.no or through the Catacloud system's Intercom.

2. SUPPORT AND EVENTS

Each support request and other problems, errors, and incidents detected by the Supplier shall be classified according to the following severity table:

Priority

Description

Critical

Business-critical situation, errors that prevent functionality, and errors that halt the daily operations of the business, where the Reseller and/or end customers suffer significant financial losses.

Urgent

Real impact on the daily operations of the business. Applications are functioning and/or data is available, but with a significant lack of quality.

Important

Low impact on daily business operations. The application is functioning and/or data is accessible, but with some lack of quality.

Normal

Low impact on daily business operations. A workaround is available.