Last updated: March 2023
eID Easy OÜ, registry code 14080014, address: Telliskivi 60, Tallinn 10412, Estonia, provides electronic signing and identification services on the following service level.
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% uptime of its Services. 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. Service Provider aims for the following schedule for rectifying incidents:
1.4.1. Blocking: Initial Response Time: Immediate and Resolution Time: 4 hours for a temporary solution and up to 5 business days for a permanent solution, or an ad hoc time and solution plan agreed upon for the specific case. Support time for blocking incidents is 24 hours, 7 days a week.
1.4.2. Low: maximum of 2 hour response time to incidents during regular business hours and a maximum of 12 hour response time outside of business hours.
1.5. Support services from Service Provider are available for all customers from Monday to Friday 9 A.M.-6 P.M. CET/CEST via the following channels:
1.5.1. by e-mail to firstname.lastname@example.org
1.5.2. on eIDEasy.com website in the chat-box
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 day in advance of such maintenance work and by best efforts reduce potential inconvenience.
1.8. Service Provider will ensure that scheduled Service outages per Service:
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.