This Service Level Agreement ("SLA") describes the service availability and support commitments applicable to Asset Navigator, a Software-as-a- Service platform operated by Van Lierde & Co.
This SLA forms part of the Asset Navigator Terms of Use unless the Customer and Van Lierde & Co have agreed to separate service levels in a written agreement.
Van Lierde & Co targets a monthly availability of 99.9% for the production version of Asset Navigator.
Availability is measured on a calendar-month basis.
The availability target applies to the core Asset Navigator production service and does not constitute a guarantee that every individual feature, integration, API request, or third-party service will be available continuously.
Monthly availability is calculated using the following general formula:
Availability = (Total Monthly Minutes − Unavailable Minutes) ÷ Total Monthly Minutes × 100
For the purposes of this SLA, "Unavailable" means that the production Asset Navigator service is not accessible to users due to a failure within infrastructure or systems under the reasonable control of Van Lierde & Co.
Availability measurements may be based on system monitoring, logs, service health information, and other operational data maintained by Van Lierde & Co.
The following circumstances are excluded from the availability calculation:
Van Lierde & Co may perform planned maintenance to maintain, secure, update, or improve Asset Navigator.
Where reasonably possible, planned maintenance will be scheduled during periods expected to minimize disruption to customers.
Van Lierde & Co will provide reasonable advance notice of material planned maintenance where practical.
Emergency maintenance may be performed without advance notice where necessary to address security vulnerabilities, service instability, infrastructure failures, or other urgent technical issues.
Standard customer support is available during the following business hours:
Monday to Friday, 09:00–17:00 CET/CEST
Business hours exclude weekends and public holidays applicable to Van Lierde & Co's support operations.
Support outside these hours is not guaranteed unless expressly agreed otherwise in writing.
Customers may contact Asset Navigator support using the support channel made available by Van Lierde & Co.
The current support contact is: support@assetnavigator.io
Van Lierde & Co may introduce additional support channels or change the available support channels from time to time.
Support requests are classified according to their impact on the Asset Navigator Service.
A Critical incident is a severe failure that results in the complete or substantial unavailability of the production Asset Navigator Service for the Customer and for which no reasonable workaround is available.
A High-priority incident is a significant degradation or failure of an important Asset Navigator function that materially affects the Customer's ability to use the Service, but where the Service remains partially available or a workaround may exist.
A Normal-priority issue is a non-critical defect, service issue, usage question, or problem that does not materially prevent the Customer from using the core Service.
A Low-priority request includes general questions, feature requests, documentation questions, minor issues, or other matters that do not materially affect the operation of the Service.
Van Lierde & Co targets the following initial response times during business hours:
| Priority | Initial Response Target |
|---|---|
| Critical | Within 4 business hours |
| High | Within 8 business hours |
| Normal | Within 2 business days |
| Low | Reasonable efforts |
Response times are targets for the initial response and do not represent guaranteed resolution times.
A response may include an acknowledgement of the issue, requests for additional information, troubleshooting instructions, a workaround, or information about the next steps.
Van Lierde & Co will use reasonable efforts to investigate and resolve service incidents according to their severity and impact.
For Critical incidents, Van Lierde & Co will prioritize investigation and remediation during business hours.
Where appropriate, Van Lierde & Co may provide updates during the investigation of a significant incident.
The timing and frequency of updates may depend on the nature and complexity of the incident.
Customers are expected to provide reasonable cooperation when reporting or troubleshooting incidents.
This may include:
Van Lierde & Co may not be able to meet a response target where the Customer does not provide information reasonably necessary to investigate the issue.
Security incidents involving Customer Personal Data are handled in accordance with the Asset Navigator Data Processing Agreement where applicable.
A security incident may therefore be subject to additional notification and response obligations beyond the general support response targets described in this SLA.
Customers should report suspected security incidents as soon as possible using the available support or security contact channel.
Requests for new features, enhancements, integrations, or changes to Asset Navigator are not considered service incidents unless they result in an existing supported feature becoming unavailable or materially degraded.
Feature requests are reviewed at Van Lierde & Co's discretion and do not have a guaranteed delivery date.
Asset Navigator may rely on third-party infrastructure or services as described in the Asset Navigator Subprocessor List.
The availability commitment in this SLA applies to the Asset Navigator Service operated by Van Lierde & Co and does not constitute a guarantee of availability for independent third-party services.
Van Lierde & Co will use reasonable efforts to address the impact of third-party service failures on Asset Navigator where those services are within the Service's operational dependencies.
Where Asset Navigator API functionality is made available to the Customer, the API forms part of the Asset Navigator Service.
API availability may be affected by rate limits, authentication failures, invalid requests, Customer configuration, or other factors outside the reasonable control of Van Lierde & Co.
Such circumstances are excluded from the availability commitment where they are caused by the Customer or otherwise fall within the exclusions described in this SLA.
The 99.9% monthly availability target is a service commitment and does not provide an automatic entitlement to service credits, refunds, or other financial compensation if the target is not achieved.
This does not limit any rights or remedies that may apply under the Asset Navigator Terms of Use, another written agreement between the Parties, or Applicable Law.
Van Lierde & Co may monitor Asset Navigator availability, performance, errors, and system health to maintain the reliability and security of the Service.
Monitoring information may also be used to investigate incidents, identify recurring problems, and improve the Service.
Van Lierde & Co publishes service availability information and significant service incidents on the Asset Navigator status page. Customers may also request reasonable additional information concerning significant service availability incidents affecting the Service, subject to confidentiality and security considerations.
Van Lierde & Co may provide relevant service information where reasonably available, subject to confidentiality, security, and the protection of information relating to other customers.
Van Lierde & Co may update this SLA from time to time to reflect changes to Asset Navigator, its infrastructure, support processes, security practices, or applicable requirements.
The current version of this SLA will be published on the Asset Navigator website together with its effective date and last updated date.
Where a change materially reduces an applicable contractual service commitment, Van Lierde & Co will provide reasonable notice where required by the applicable agreement.
This SLA should be read together with the Asset Navigator Terms of Use, Data Processing Agreement, Privacy Policy, and other applicable contractual documents.
If there is a conflict between this SLA and a separately negotiated written agreement between Van Lierde & Co and a Customer, the separately negotiated agreement will prevail to the extent of the conflict.
This SLA is governed by the governing-law provisions contained in the Asset Navigator Terms of Use, unless the Customer and Van Lierde & Co have agreed otherwise in writing.
Questions concerning this SLA can be sent to:
Van Lierde & Co
Asset Navigator
Geneva
Switzerland
Email: legal@assetnavigator.io
