Service level agreement
SLA Examplary for Organisations, version 1.1 – October 2026
This service level agreement (SLA) relates to the Software that Examplary B.V., located at Zijpendaalseweg 17 (6814 CB) in Arnhem and registered with the Chamber of Commerce under number 98672118 (hereinafter “Examplary”), provides to the Customer under the Agreement. The purpose of this SLA is to assure the quality of the service Examplary provides to the Customer.
Nature of the agreement
This document is the SLA for the provision of the Software by Examplary. The Examplary Terms for Organisations also apply to this SLA.
If the documents that together form the Agreement conflict, the following order of precedence applies, with the document listed first taking precedence:
- the Data Processing Agreement;
- the Licence Agreement;
- this SLA;
- the Examplary Terms for Organisations.
Deviations from this SLA are only valid if Examplary and the Customer have agreed them in writing.
The purpose of the SLA is to set out the level of service. It does so by describing key characteristics, setting performance standards and setting out the consequences if these standards are not met.
The SLA takes effect on the start date of the Licence Agreement between Examplary and the Customer for a subscription of the type ‘Examplary for Organisations’. The SLA ends by operation of law on the date on which the Licence Agreement ends (whatever the reason). No fee is payable for any of the work described in this service level agreement.
Contact details
The Customer can report incidents or questions to the Examplary helpdesk by phone and email. To report incidents by phone or email, or to ask questions about the Software, the Customer uses the following contact details:
| When | Email address |
|---|---|
| During Office Hours | support@examplary.ai |
| Outside Office Hours | support@examplary.ai |
The Customer is asked to appoint one contact person who can contact Examplary under this SLA. The Customer passes this person’s contact details on to the Examplary helpdesk. Until it has done so, the person who accepted the Licence Agreement on behalf of the Customer is the contact person.
Incidents or questions that the Examplary helpdesk or the Customer’s functional application administrators cannot resolve directly, and that concern the (technical) functioning of the Software, are referred by the helpdesk to Examplary’s technical team.
If reports have been referred to Examplary’s service team incorrectly, feedback is given to the helpdesk as soon as possible.
Office Hours are Monday to Friday, 9:00 to 18:00 (CET/CEST). The Examplary helpdesk is available in Dutch and English.
Prioritisation
Incidents, questions or change requests that the Examplary helpdesk cannot resolve directly are prioritised and categorised by the helpdesk. Incidents and questions can be assigned priority 1, 2, 3, 4 or 5.
| Priority | Priority code | Description |
|---|---|---|
| High | 1 | Incidents in which the Software is not available at all, or in which one or more of the following situations occur: more than 10% of the Customer’s users cannot log in; candidates cannot start, continue or complete a test in progress; candidates’ answers or results are lost, stored incorrectly or assigned to the wrong candidate; the scoring or grading of tests produces demonstrably incorrect results. No workaround is possible. |
| High | 2 | Incidents in which the Software partly no longer works, but in which it is still reasonably possible to work with the platform using the remaining functionality. A workaround is possible. |
| Normal | 3 | The Software works, but these problems mean that users can work less efficiently. |
| Low | 4 | Other problems with limited impact, such as questions about the Software. |
| Low | 5 | Suggestions for new features and changes to the Software. |
Service levels
The table below sets out Examplary’s best-efforts obligation in handling incidents and problem management relating to the Customer’s use of the Software.
To meet the service levels, Examplary will secure the necessary knowledge and skills within its organisation, so that continuity is ensured in the event of holidays, illness, etc.
| Processes | Indicator | Description | Service level per priority (target times) | Level* |
|---|---|---|---|---|
| Incident intake | Availability | Providing feedback on an incident reported by the helpdesk, including: an (initial) check that the reported incident is complete; an (initial) check that it has been referred correctly. | P1: within 4 hours (clock hours); P2: within 8 hours (Office Hours); P3: within 16 hours (Office Hours); P4: within 24 hours (Office Hours); P5: n/a | 90% |
| Incident feedback | Response time | Providing an assessment of an incident reported by the Customer’s helpdesk, including a short impact analysis with a proposed solution and an estimate of the hours needed for the actions to be taken. | P1: within 8 hours (clock hours); P2: within 16 hours (Office Hours); P3: within 24 hours (Office Hours); P4: within 40 hours (Office Hours); P5: n/a | 90% |
| Incident resolution | Resolution time | Providing a solution to the incident and reporting it back to the helpdesk. | P1: within 12 hours (clock hours); P2: within 24 hours (Office Hours); P3: within 32 hours (Office Hours); P4: n/a; P5: n/a | 90% |
* The percentage for which Examplary will make every effort to meet the service levels.
For the service levels above, normal clock hours apply to priority 1 incidents and Office Hours to priority 2, 3 and 4 incidents. The service levels exclude the time needed for delivery, testing and acceptance by the Customer.
For priority 1 and 2 incidents, Examplary uses a special escalation path as described below.
Priority 1 incidents
- For priority 1 incidents, Examplary will make every effort to resolve the incident as quickly as possible.
- As soon as it is clear that an incident cannot be resolved within the target time, Examplary will deploy extra capacity to resolve the problem as quickly as possible.
- If a priority 1 problem cannot be resolved within the agreed service level, the Customer is told what the next steps are. In addition, there will be a daily call with the Customer about the progress.
- If necessary, Examplary will engage third parties, at Examplary’s expense.
- Examplary will do its utmost to have a workaround, fix or procedural change ready as soon as possible, so that normal business processes can continue.
- Examplary will do everything possible (including extra staffing) to shorten the period of downtime.
Priority 2 incidents
- As soon as it is clear that a priority 2 incident cannot be resolved within the set time, extra capacity is deployed within normal service hours.
- Within 16 hours, the Customer will be told what the next steps are.
Examination periods
If the Customer has examination periods in which more than 500 pupils/students take tests through Examplary, the Customer can register up to 4 examination periods per school year, with a combined duration of no more than 30 calendar days.
Registration is made in writing to the Examplary helpdesk, no later than 20 working days before the start of the period concerned, stating the start and end dates and the expected number of concurrent users.
During an examination period registered in time, the following different provisions apply.
Limited changes and maintenance
During this period, Examplary carries out as little planned maintenance as possible and only makes urgent functional changes to the Software.
Emergency maintenance needed for the availability, integrity or security of the Software can always be carried out. If this interrupts the service, the Customer is informed as soon as possible.
Enhanced service levels
| Process | Priority 1 | Priority 2 |
|---|---|---|
| Intake | within 30 minutes (clock hours) | within 2 hours (clock hours) |
| Feedback | within 2 hours (clock hours) | within 4 hours (clock hours) |
| Solution or workaround | within 4 hours (clock hours) | within 8 hours (clock hours) |
Availability
During a registered period, Examplary can be reached by phone on working days from 07:30 to 18:30 (CET/CEST) for priority 1 and 2 incidents. Outside these hours, Examplary has an on-call service for priority 1 incidents.
If the Customer does not register an examination period, or does not register it in time, the regular service levels of this SLA apply.
Uptime
Examplary will achieve an uptime of 99.9% for the Software. Examplary determines the uptime every 3 months; it can be viewed at status.examplary.ai.
Unavailability caused by force majeure (as described in the Examplary Terms for Organisations), outages during planned maintenance and/or outages during emergency maintenance are not counted when calculating availability. The availability determined by Examplary is decisive, unless the Customer provides evidence showing that Examplary’s calculation is incorrect.
Service credits
If Examplary does not achieve the uptime set out in this SLA over a calendar quarter, the Customer is entitled to a service credit. The service credit is calculated on the subscription fees the Customer owes for that quarter.
| Availability achieved over the quarter | Service credit |
|---|---|
| 99.5% to 99.9% | 5% |
| 99.0% to 99.5% | 10% |
| below 99.0% | 15% |
The following conditions apply to service credits:
- The Customer claims the service credit in writing within 30 days after the end of the quarter concerned. Claims made after this period lapse.
- Service credits are set off against the next invoice and are not paid out in money.
- Total service credits per calendar quarter are capped at 15% of the subscription fees for that quarter. Additional costs invoiced outside the main subscription are not included in this calculation.
- Service credits are the Customer’s sole and exclusive remedy for failure to meet the standards set out in this SLA.
Backup and recovery
Examplary makes a backup of the Customer’s data stored in the Software at least once a day. Backups are stored encrypted and kept for at least 30 days.
For candidates’ answers in a test in progress, Examplary also records answers continuously.
Examplary uses the following recovery objectives:
| Type of data | RPO (max. data loss) | RTO (max. recovery time) |
|---|---|---|
| Candidates’ answers in a test in progress | 5 minutes | 4 hours (Office Hours) |
| Test results and grades | 5 minutes | 4 hours (Office Hours) |
| Other data (tests, users, configuration) | 24 hours | 8 hours (Office Hours) |
Examplary tests the recovery procedure at least once per calendar year.
Data loss that exceeds the RPO above is always treated by Examplary as a priority 1 or 2 incident.
Third-party dependencies
Examplary uses third-party services to provide the Software, including cloud infrastructure and services for AI-assisted grading. An overview of these suppliers and subprocessors is included in the Data Processing Agreement.
Cloud infrastructure
Unavailability of the Software caused by an outage at Examplary’s infrastructure provider is counted when calculating availability and handled according to the regular prioritisation. Examplary is responsible for taking reasonable measures to limit the consequences of such outages.
AI-assisted grading
If the AI-assisted grading service is unavailable or does not work properly, manual grading remains available in the Software. Such an outage is classified as a priority 2 incident and is not counted when calculating availability, provided that the manual grading fallback works. If this fallback does not work, the outage is classified as a priority 1 incident and is counted when calculating availability.
Integrations with systems of the Customer or third parties
Outages in systems of the Customer or third parties that the Software is integrated with, including student information systems, learning environments and identity providers, fall outside this SLA. Examplary will make reasonable efforts to support the Customer in investigating and resolving such outages.
Examplary informs the Customer at least 6 months in advance of changes to public APIs or integrations that would cause existing integrations of the Customer to stop working.