Appendix: SLA and Support
Last updated: 2026-10-20
This is an English translation of the Swedish original. If the versions differ, the Swedish version prevails.
Version: 2.0 Belongs to: JOBBS General Terms and Conditions, version 2.0
1. Scope
1.1 This appendix (“the SLA Appendix”) sets out the availability, support and operational monitoring that JOBBS provides for the Service. Terms have the same meaning as in the JOBBS General Terms and Conditions (“the Terms”).
1.2 Support and operations are included in the subscription fee, unless otherwise stated in the price appendix.
2. Support channels and support hours
2.1 The Customer contacts JOBBS support via:
| Channel | Used for |
|---|---|
| Email: support@jobbs.se | All cases |
| Phone: 010-303 03 40 | Critical and high cases |
| Email: support@jobbs.se | Normal cases |
2.2 Support hours are weekdays from 08.00 to 17.00, excluding public holidays, Midsummer Eve, Christmas Eve and New Year’s Eve (“Support Hours”).
2.3 Critical cases are received every day, also outside Support Hours, by phone and at no extra cost. Outside Support Hours, no response or resolution times are guaranteed, but JOBBS handles the case as soon as possible.
2.4 Support is provided to the Customer’s Users. JOBBS does not provide support directly to End Customers, unless otherwise agreed. The Customer is responsible for referring End Customers to the Customer’s own contact channel.
3. Severity levels and response times
3.1 JOBBS classifies each case into a severity level based on a reasonable assessment of the impact on the Customer’s business.
| Severity level | Description | First response | Target for resolution or workaround |
|---|---|---|---|
| Critical | A door cannot be opened by any authorised user, or payments in JOBBS Handel (Retail) are completely stopped at a site, and no alternative means exists. | Within 1 hour during Support Hours | Within 4 hours during Support Hours |
| High | An essential function does not work or is severely impaired, but the business can continue with limitations, for example one identification method not working while others do. | Within 4 hours during Support Hours | Within 2 business days |
| Normal | Faults with limited impact, questions about use, configuration and requests for new functionality. | Within 2 business days | In accordance with JOBBS’s ordinary planning |
3.2 “First response” means that JOBBS has acknowledged the case and started troubleshooting, not that the fault has been remedied. The time is calculated from when the case was received by JOBBS via a channel under clause 2.1.
3.3 Critical cases shall be reported by phone. A critical case reported only by email is treated as Critical from the time JOBBS has taken note of it.
3.4 The response times are targets. Failure to meet the response times does not entitle the Customer to a price reduction or any other remedy, beyond what follows from clause 7.
4. Replacement of Hardware
4.1 If a JOBBS Lockswitch stops working due to a defect covered by the warranty under clause 8.4 of the Terms, JOBBS sends a replacement unit, which is dispatched within two (2) business days of JOBBS having established the defect.
4.2 The Customer, or a Partner engaged by the Customer, is responsible for installing the replacement unit and returning the defective unit within fourteen (14) days. JOBBS configures the replacement unit remotely. If the defective unit is not returned, JOBBS may invoice the replacement unit in accordance with the current price list.
4.3 Replacement after the end of the warranty period, or for defects not covered by the warranty, is subject to a charge in accordance with the price list.
5. Availability
5.1 JOBBS aims for the Service’s cloud platform to be available 99.5% of the time per calendar month (“the Availability Level”).
5.2 Availability is calculated as the proportion of minutes during the calendar month in which the Service’s core functions (login to the administration interface, identification and unlocking via JOBBS Passage, and completion of purchases in JOBBS Handel) can be used, after deduction of time covered by the exceptions in clause 8. Availability is measured with an automated availability test from the time such a test has been introduced, see clause 7.1.
5.3 The Availability Level relates to JOBBS’s cloud platform. It does not cover the Customer’s internet connection, power, local networks or third-party equipment, nor the availability of the JOBBS app in app stores.
6. Planned maintenance and operational monitoring
6.1 JOBBS may carry out planned maintenance of the Service. Planned maintenance shall primarily take place on weekdays between 00.00 and 06.00 and shall, if it can be expected to affect the Customer, be notified at least five (5) business days in advance by email or in the Service. Planned maintenance does not count as unavailability.
6.2 Emergency maintenance, for example to remedy a security vulnerability, may be carried out without prior notice. In such case, JOBBS shall inform the Customer as soon as possible.
6.3 Firmware updates in JOBBS Lockswitch are carried out remotely and are designed so that a failed update is rolled back automatically. The same applies to JOBBS Bluetooth beacons. Older units that cannot be updated remotely are updated by JOBBS in consultation with the Customer.
6.4 JOBBS monitors the Service’s cloud platform and connected JOBBS Lockswitch units and handles alerts in accordance with the response times applicable to each severity level. The monitoring does not mean that JOBBS staffs support around the clock, nor surveillance of the Customer’s premises (see clause 7.6 of the Terms).
7. Price reductions
7.0 Price reductions under this section apply from the calendar month beginning after JOBBS has notified the Customer that measurement of availability has been introduced. Until then, the Availability Level is a target, and the Customer is not entitled to price reductions.
7.1 If availability during a calendar month falls below the Availability Level, the Customer is, upon written request, entitled to a price reduction on the subscription fee for the affected module and calendar month as follows:
| Measured availability during the month | Price reduction |
|---|---|
| Below 99.5% but at least 99.0% | 5% |
| Below 99.0% but at least 97.0% | 10% |
| Below 97.0% | 25% |
7.2 The price reduction is calculated on the subscription fee excluding transaction fees and Hardware, and is given as a credit on the next invoice. Price reductions are not paid out in cash.
7.3 The total price reduction per calendar month may not exceed 25% of the subscription fee for that month.
7.4 A request for a price reduction shall be made in writing no later than thirty (30) days after the end of the calendar month concerned. Later requests may not be pursued.
7.5 Price reductions under this clause are the Customer’s sole remedy for insufficient availability, except in the case of intent or gross negligence on the part of JOBBS (clause 9.3 of the Terms).
8. Exceptions
8.1 The following does not count as unavailability and does not entitle the Customer to a price reduction:
- (a) planned maintenance and emergency maintenance under clause 6;
- (b) faults or interruptions in the Customer’s internet connection, mobile network, local networks, power supply or equipment;
- (c) faults in locks, door automation, the door environment or other equipment that is not Hardware from JOBBS;
- (d) faults or interruptions at third parties beyond JOBBS’s control, for example BankID, Adyen, Swish, SMS providers, app stores, Seam, Axis and Avigilon (OpenPath);
- (e) faults caused by the actions of the Customer, Users, End Customers or Partners, incorrect configuration, installation or use in breach of the Agreement or JOBBS’s instructions;
- (f) suspension under clause 3.6 or 3.7 of the Terms;
- (g) circumstances constituting grounds for exemption under clause 15 of the Terms;
- (h) functions designated as beta, test or preview, and JOBBS AI.
9. The Customer’s obligations
9.1 To enable JOBBS to fulfil this SLA Appendix, the Customer shall
- (a) provide a stable internet connection to each JOBBS Lockswitch and other connected equipment in accordance with JOBBS’s instructions. JOBBS recommends fixed broadband, or 4G with good coverage, and a backup connection where the door is business-critical;
- (b) provide a stable power supply, and where necessary backup power (UPS) for locks and Hardware, in accordance with JOBBS’s instructions;
- (c) appoint at least one contact person with authority to make decisions about the Service, who can be reached in critical cases, and keep the contact details up to date in the Service;
- (d) have a routine for alternative opening of its premises, for example a mechanical key, if the Service does not work;
- (e) report faults without delay and provide the information and on-site assistance that JOBBS reasonably needs for troubleshooting, including restarting or replacing Hardware in accordance with JOBBS’s instructions;
- (f) keep the JOBBS app and web browsers updated to versions supported by JOBBS.
9.2 If JOBBS troubleshoots a case that turns out to be caused by circumstances for which the Customer is responsible, JOBBS may charge for the time spent in accordance with the current price list, after having informed the Customer of this before the work continues.